The Student Loans Company - Procurement Portal

Return to the Student Loans Company main site

Buyer Profile

Return to Buyer Profile

< Previous Notices 

GB-Glasgow: Call centre.

Section I: Contracting Authority
Title: GB-Glasgow: Call centre.
I.1)Name, Addresses and Contact Point(s):
Student Loans Company
100 Bothwell Street, , , Glasgow, G2 7JD, United Kingdom
Tel. 0141 306 2067, Email: tenders@slc.co.uk, URL: slc.g2b.info, URL: www.slc.co.uk
Attn: Procurement Officer

I.2)Type of contracting authority and main activity or activities
Body governed by public law
Education
The contracting authority is purchasing on behalf of other contracting authorities: No

Section II: Object Of The Contract
II.1)Description
II.1.1)Title attributed to the contract by the contracting authority: Provision of Outsourced Contact Handling Services
II.1.2)Type of contract and location of works:
SERVICES

Service Category: 5

II.1.3)The notice involves:
The conclusion of a framework agreement
II.1.4)Short description of the contract or purchase(s):
Call centre. Telecommunications services. Customer services. The purpose of the required facility is to receive and resolve effectively and efficiently or redirect, incoming telephone calls, providing a high level of customer satisfaction and to make limited outbound telephone calls that may be required to resolved queries or to support Student Loans Company ("SLC") initiatives. In addition SLC intends to provide support to students through a variety of media including email and correspondence. The successful tenderer(s) carry out the following activities:- (1) Handle inbound customer calls and provide appropriate high quality customer service to SLC customers, (2) Provide all the services - e.g. training, scheduling, scripting etc - as required to support and deliver the previous activity, (3)Report on all activity on a daily, weekly, monthly and end-of-campaign basis, (4)Provide insight to the results and be proactive in recommending business improvement opportunities (5)Recommend process, technology and other solution-related improvements which support SLC call avoidance programmes, and (6)Improve the customer experience supporting the need to drive down the cost per call.
II.1.5)Common procurement vocabulary:
79512000 - Call centre.
64200000 - Telecommunications services.
79342300 - Customer services.
II.1.6)Contract covered by the Government Procurement Agreement: Yes

II.2)Total Final Value Of Contract(s)
Not Provided


Section IV: Procedure
IV.1) Type Of Procedure
IV.1.1)Type of procedure: Restricted
IV.2)Award Criteria
IV.2.1)Award criteria: The most economically advantageous tender in terms of:

Criteria - Weighting

Price - 25.0
Technical Merit Solution - 20.0
Technical Merit People - 15.0
Quality (including governance & service management) - 15.0
Technical Merit Transition - 10.0
Acceptability of Terms and Conditions - 10.0
References - 5.0

IV.2.2)An electronic auction has been used: No

IV.3)Administrative Information
IV.3.1)File reference number attributed by the contracting authority: 2010/05
IV.3.2)Previous publication(s) concerning the same contract: Yes Contract notice
Notice number in OJ: 2010/S 105 - 159906 of 02/06/2010
Other previous publications: No

Section V: Award Of Contract

1: Award And Contract Value
Contract No: 1

V.1)Date Of Contract Award: 06/01/2011
V.2)Number Of Offers Received: 7
V.3)Name And Address Of Economic Operator To Whom The Contract Has Been Awarded:
Official name: RESPONSE (Building Rewarding Relationships) Ltd
Postal address: Citypoint, 21 Tyndrum Street
Town: Glasgow
Postal code: G4 0JY
Country: United Kingdom
V.4)Information On Value Of Contract
Not Provided
V.5)The Contract Is Likely To Be Sub-Contracted: No


2: Award And Contract Value
Contract No: 2

V.1)Date Of Contract Award: 06/01/2011
V.2)Number Of Offers Received: 7
V.3)Name And Address Of Economic Operator To Whom The Contract Has Been Awarded:
Official name: MM Teleperformance Ltd
Postal address: St James House, Moon Street
Town: Bristol
Postal code: BS2 8QY
Country: United Kingdom
V.4)Information On Value Of Contract
Not Provided
V.5)The Contract Is Likely To Be Sub-Contracted: Not Provided

Section VI: Complementary Information
VI.1) Contract related to a project and/or programme financed by Community Funds: No

VI.2)Additional Information:
GO-2011111-PRO-2115860 TKR-2011111-PRO-2115859
VI.3.1)Body responsible for appeal procedures:
Not Provided
VI.3.2)Lodging of appeals: Not Provided
VI.3.3)Service from which information about the lodging of appeals may be obtained:
Not Provided

VI.4)Date Of Dispatch Of This Notice: 11/01/2011


< Previous Notices 

Return to Buyer Profile