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ScotRail Customer Contact Centre

ScotRail Trains Limited

Buyer Contact Info

Buyer Name: ScotRail Trains Limited

Buyer Address: Atrium Court, , 50 Waterloo Street, Glasgow, UKM, G2 6HQ

Contact Email: kathleen.gay@scotrail.co.uk

Contact Telephone: +44 3448110141

Status
complete
Procedure
selective
Value
9309053.0 GBP
Published
14 Nov 2025, 00:00
Deadline
n/a
Contract Start
n/a
Contract End
n/a
Category
services
CPV
79512000
Region
n/a
Awarded To
Teleperformance Ltd
Official Source
Open Public Contracts Scotland

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

Linked Documents

Some PCS documents require login and recording interest on the source portal before download links are available.

No linked documents found for this notice.

Opportunity Context

More Information Links

External Link: https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV543613

Link Title: ScotRail Customer Contact Centre

Link 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

Lots

Lot 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

Lot 1 Status: complete

Lot 1 Has Options: No

Lot 1 Award Criterion (quality): Specification

Documents

Document Title: ScotRail Customer Contact Centre

Document 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

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