TfL Ref: FOI-2006-2223
Thank you for your revised request received on 1 December 2022, asking for information about TfL’s contact centres.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm that we hold the information you require. You asked:
I need information for all contact centres that sets under your umbrella.
• The number of your contact centre seats?
Our in house contact centre has 120-150 seats. The number of contracted seats is 400.
• Do you outsource your contact centre?
We have an in house contact centre and we also use outsourced services.
• What is your current contact centre solution?
Microsoft Dynamics is our core CRM.
• What is your current UC/PBX solution?
We do not have an omni-channel solution. Internally we use Avaya. Our suppliers currently use Avaya and Cirrus.
• What is your contact centre contract end date?
Our main contract expires in March 2023. We are currently at the evaluation / award stage of our Contact Centre Outsourced Service Framework which was tendered under Find a tender service – reference https://www.find-tender.service.gov.uk/Notice/014961-2022. Any future contact centres that will not be called off from the framework will be tendered using the Government Find a Tender Service.
• What is your contact centre contract length
Generally, contract lengths are 4 years with plus one year options.
• What framework do you use?
We use our own purpose built TfL Framework. We have experience of CCS frameworks.
If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.
Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.
Yours sincerely
Eva Hextall
FOI Case Management Team
General Counsel
Transport for London
