Provision of Central Telephony Operator Service for FCDO

About

Foreign, Commonwealth and Development Office awarded a contract to Sitel UK Limited for the provision of a Central Telephony Operator Service (CTOPS) for FCDO.

Called off from Lot 2: Contact Centre Services of Crown Commercial Service's RM3185 Contact Centre Services framework agreement, the 24-month contract with 2 x 1 year extension options covers call handling for the FCDO "General Enquiries" number and the Legalisation Office "General Enquiries" number.

The supplier is responsible for answering calls from members of the general public and routing to a named user or department within FCDO, as well as answering calls and providing advice on applications, answering general enquiries and assisting with payment queries for the Legalisation Office.

The service also takes into account FCDO's need for additional surge staff to handle increase in-bound telephone calls during crisis periods.

The contract value is AUD 3,000,000.