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PROCUREMENT OPPORTUNITY

Contact Centre Services

Student Loans Company · compiled

Tender information last checkedLast checked 29 Sept 2026, 18:37.

Opportunity overview

The provision of Customer Services via telephony and potentially other communication channels, in addition they may provide the following: •management of customer contact through social media channels, secure messaging and chatbots •ad-hoc administration work to support account processing •additional blended work to support contact and repayments processing •outbound calling •web chat

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Teleperformance Limited

Match pending…
Contract value
£50.6m
Awarded
Not supplied
Contract signed
4 Mar 2021
Award ID
004952-2021-2019-SLC-252-1
Status
active
Identifier
02060289
Location
Bristol, UKK11, BS1 3LG, United Kingdom

Teleperformance Limited

Match pending…
Contract value
£78.7m
Awarded
Not supplied
Contract signed
4 Mar 2021
Award ID
005036-2025-2019-SLC-252-1
Status
active
Identifier
02060289
Location
Bristol, UKK11, BS1 3LG, United Kingdom

Teleperformance Limited

Match pending…
Contract value
£75m
Awarded
Not supplied
Contract signed
4 Mar 2021
Award ID
016114-2023-2019-SLC-252-1
Status
active
Identifier
02060289
Location
Bristol, UKK11, BS1 3LG, United Kingdom

Classification

  • CPV79342300 — Customer services

Lots

  • The provision of Customer Services via telephony and potentially other communication channels. In addition they may provide the following: management of customer contact through social media channels, secure messaging and chat-bots; ad-hoc administration work to support account processing; additional blended work to support contact and repayments processing; outbound calling; web chat.Value not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
2019-SLC-252
Status
complete
Procurement Method
limited
Main Procurement Category
services
Procurement Method Details
Award procedure without prior publication of a call for competition
Why this procedure was chosen
The procurement exercise took the form of a mini-competition utilising an existing framework, RM3815 Contact Centre Services, put in place by Crown Commercial Services, this framework was awarded in compliance with the Public Contracts Regulations 2015

Covered By

GPA

Legal basis

Id
32014L0024
Scheme
CELEX

Classification

Id
79342300
Scheme
CPV
Description
Customer services

Procedure reasons

Entry 1
Id
D_OUTSIDE_SCOPE
Scheme
TED_PT_AWARD_CONTRACT_WITHOUT_CALL
Description
The procurement falls outside the scope of application of the directive

Lots and requirements

Entry 1
Id
1
Status
cancelled
Has Options
Yes
Description
The provision of Customer Services via telephony and potentially other communication channels. In addition they may provide the following: management of customer contact through social media channels, secure messaging and chat-bots; ad-hoc administration work to support account processing; additional blended work to support contact and repayments processing; outbound calling; web chat.

Options

Description
Option to extend the contract for 2 periods of 12 months following the initial contract period

Award criteria

Criteria

Criterion 1
Name
Technical capability
Type
quality
Description
30
Criterion 2
Name
Resource Management
Type
quality
Description
20
Criterion 3
Name
Demand management
Type
quality
Description
10
Criterion 4
Name
Service Levels
Type
quality
Description
5
Criterion 5
Name
Implementation / Mobilisation
Type
quality
Description
5
Criterion 6
Name
Total Cost
Type
cost
Description
25
Criterion 7
Name
Maximum percentage at risk
Type
cost
Description
5

Contract period

Duration In Days
1,440

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery Location

Description
UNITED KINGDOM

Delivery locations

Entry 1
Region
UK
Entry 2
Region
UK
Entry 3
Region
UK

Buyer, suppliers and contacts

Organisation 1
Id
GB-FTS-8483
Name
Student Loans Company Limited

Roles

buyer
reviewBody
mediationBody

Address

Region
UKM82
Locality
Glasgow
Postal Code
G2 7JD
Country Name
United Kingdom
Street Address
100 Bothwell Street

Details

Classifications

Entry 1
Id
BODY_PUBLIC
Scheme
TED_CA_TYPE
Description
Body governed by public law
Entry 2
Scheme
COFOG
Description
The administration of loans and grants for students

Identifier

Legal Name
Student Loans Company Limited

Contact

Telephone
+44 1413062000

Additional Contact Points

Entry 1
Telephone
+44 1413062109
Organisation 2
Id
GB-FTS-8484
Name
Teleperformance Limited

Roles

supplier

Address

Region
UKK11
Locality
Bristol
Postal Code
BS1 3LG
Country Name
United Kingdom
Street Address
Spectrum Building, Bond Street

Details

Scale
large

Identifier

Id
02060289
Legal Name
Teleperformance Limited
Organisation 3
Id
GB-FTS-101390
Name
Student Loans Company

Roles

buyer
mediationBody

Address

Region
UKM82
Locality
Glasgow
Postal Code
G5 8DF
Country Name
United Kingdom
Street Address
10 Clyde Place

Details

Identifier

Legal Name
Student Loans Company

Contact

Telephone
+44 1413062109

Additional Contact Points

Entry 1
Telephone
+44 1413062109
Organisation 4
Id
GB-FTS-137962
Name
Student Loans Cokmpany

Roles

reviewBody

Address

Locality
Glasgow
Postal Code
G5 8DF
Country Name
United Kingdom
Street Address
10 Clyde Place

Details

Identifier

Legal Name
Student Loans Cokmpany

Contact

Telephone
+44 1413062109

Award information

Award 1
Id
004952-2021-2019-SLC-252-1
Status
active

Suppliers

Supplier 1
Id
GB-FTS-8484
Name
Teleperformance Limited

Related lots

1
Award 2
Id
016114-2023-2019-SLC-252-1
Title
Contact Centre Services
Status
active

Suppliers

Supplier 1
Id
GB-FTS-8484
Name
Teleperformance Limited

Related lots

1
Award 3
Id
005036-2025-2019-SLC-252-1
Title
Contact Centre Services
Status
active

Suppliers

Supplier 1
Id
GB-FTS-8484
Name
Teleperformance Limited

Related lots

1

Contracts and changes

Entry 1
Id
004952-2021-2019-SLC-252-1
Status
active
Award ID
004952-2021-2019-SLC-252-1
Date Signed
4 Mar 2021, 00:00

Value

Amount
50,600,000
Currency
GBP
Entry 2
Id
016114-2023-2019-SLC-252-1
Title
Contact Centre Services
Status
active
Award ID
016114-2023-2019-SLC-252-1
Date Signed
4 Mar 2021, 00:00

Items

Item 1
Id
1
Related Lot
1

Classification

Id
79342300
Scheme
CPV
Description
Customer services

Delivery Location

Description
UNITED KINGDOM

Delivery locations

Entry 1
Region
UK

Value

Amount
75,000,000
Currency
GBP

Period

Duration In Days
1,440

Amendments

Entry 1
Id
4
Rationale
Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: SLC can show that all 3 requirements of Reg 72(1)(c) are met. Firstly, at the point of agreement commencement, there was no way to anticipate the impact of the Covid-19 pandemic or the cost of living crisis and the impact it would have on recruitment. Secondly, the overall nature of the contract is not being modified (nor is the term). Finally, the anticipated increase in value would still fall below 50% of the original £50.6m value approved/advertised (i.e. below £75.3m).
Description
Increase in the overall value of the contract.
Entry 3
Id
005036-2025-2019-SLC-252-1
Title
Contact Centre Services
Status
active
Award ID
005036-2025-2019-SLC-252-1
Date Signed
4 Mar 2021, 00:00

Items

Item 1
Id
1
Related Lot
1

Classification

Id
79342300
Scheme
CPV
Description
Customer services

Delivery Location

Description
UNITED KINGDOM

Delivery locations

Entry 1
Region
UK

Value

Amount
78,700,000
Currency
GBP

Period

Duration In Days
1,440

Amendments

Entry 1
Id
5
Rationale
Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee: The Contact Centre Contract has been consumed earlier than intended due to a few additional cost pressures which were not anticipated. The increase in value requested of £3.7M is to enable business as usual to manage demand levels at this time of year. The Regulation 72 (1) a allows an increase such as SLC requires. The increase is less than 50% of the original contract value.
Description
Increase in the overall value of the contract by an additional £3.7M, for final 3 months of the contract. Original contract value increased to £75M on 04/03/2021

Recorded locations

  • Buyer location · Glasgow · UKM82 · G5 8DF · United Kingdom
  • Delivery location · UK

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-029ac9-2025-02-13T19:05:05Zcompiled ·