Contact centre/call centre contracts

Freedom of information request reference no: 01.FOI.22.027479

I note you seek access to the following information:

I wish to submit to the organisation a freedom of information request relating to the organisation’s ICT contracts, specifically around:

1. Contact centre contract(s)
2. Inbound network services contract (s)

The first part of my request relates to contact centre service contracts which could relate to one of the following:

1. Advanced call distribution to control the flow of calls and maximise customer experience
2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram
3. Performance monitoring tools to track performance, customer satisfaction and other key sales metrics

This could be part of a whole package or separate service applications.

Please send me the following information for each provider:

1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier

3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.

4. Contract Expiry: For each supplier, please state the date of when the contract expires.

5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

7. Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address. At the very least please provide me with their actual job title.

8. Number of Agents; please provide me with the total number of contact centre agents;

9. Number of Sites; please can you provide me with the number of sites the contact centre covers.

10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?

12. Number of email users: Approximate number of email users across the organisations.

The second part of my request relates to the use inbound network services contracts which could relate to one of the following:

1. 0800, 0845, 0870, 0844, 0300 number
2. Routing of calls
3. Caller Identifier
4. Caller Profile- linking caller details with caller records
5. Interactive voice response (IVR)

For a contract relating to the above please can you provide me with?

1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier

3. Contract Expiry: For each supplier, please state the date of when the contract expires.

4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

6. Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.

Decision

I have today decided to disclose the located information to you in full.

Please find below information pursuant to your request above.

Please send me the following information for each provider:

Q1 - Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

Call Routing Agreement (CRA) 999/101 - BT.

Q2 - Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier

6 million per annum.

Q3 - Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.

2 years plus an additional year.

Q4 - Contract Expiry: For each supplier, please state the date of when the contract expires.

June 2024 / June 2025.

Q5 - Contract Review: For each supplier, please state the date of when the contract will be reviewed.

June 2023.

Q6 - Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

Inbound 999/101 calls. Workforce scheduling and call recording.

Q7 - Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address. At the very least please provide me with their actual job title.

Our commercial team can be contacted at: Commercial - Mailbox

Q8 - Number of Agents; please provide me with the total number of contact centre agents;

Circa 1000.

Q9 - Number of Sites; please can you provide me with the number of sites the contact centre covers.

3.

Q10 - Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

Avaya.

Q11 - Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?

Microsoft 0365.

Q12 - Number of email users: Approximate number of email users across the organisations

45k.

The second part of my request relates to the use inbound network services contracts which could relate to one of the following:

1. 0800, 0845, 0870, 0844, 0300 number
2. Routing of calls
3. Caller Identifier
4. Caller Profile- linking caller details with caller records
5. Interactive voice response (IVR)
For a contract relating to the above please can you provide me with?

Q1 - Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

BT.

Q2 - Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier

6 million.

Q3 - Contract Expiry: For each supplier, please state the date of when the contract expires.

June 24 / June 25.

Q4 - Contract Review: For each supplier, please state the date of when the contract will be reviewed.

June 23.

Q5 - Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

Inbound 999/101 calls. Workforce scheduling and call recording.

Q6 - Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.

Our commercial team can be contacted at: Commercial - Mailbox