Competition with a shortlist
Competitive procedure with a selection stage: suppliers were shortlisted before being invited to bid.
Key facts
- Supplier
- Teleperformance Limited
- Value
- £9,309,053
- Procedure
- Negotiated procedure with prior call for competition
- Sector
- Business services · Call centre (CPV 79512000)
- Region
- Scotland
- Official notice
- 073972-2025 on Find a Tender
- Timeline
-
- Contract date7 Oct 2025
- Published14 Nov 2025Published 38 days after the contract date
Description
ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future
About the supplier
Teleperformance Limited: every public contract they have won, plus their Companies House record (company 02060289).