Our new Outsourced Contact Centres and Business Services framework is ideal for organisations who want to realise efficiencies in contact centre and back office functions.

Published 31 December 2021

Last updated 24 May 2022

Public sector organisations, such as local authorities and health trusts rely on efficient and effective support functions like payroll, HR, source-to-pay and procurement to enable the delivery of successful frontline services. If you streamline your back office processes you will be able to modernise systems and build a future-proof and sustainable workforce. 

Our new Outsourced Contact Centres and Business Services framework (RM6181) is ideal for organisations who want to realise these efficiencies in contact centre solutions and back office functions. 

In particular, the new Business Services lot provides a range of expert industry suppliers who can be trusted partners on your business services transformation journey. They can provide innovative solutions through the use of technology such as artificial intelligence and robotic process automation and will make sure that any solution is future-proofed according to your bespoke requirements. Suppliers will also help maximise the benefit from your Enterprise Resource Planning (ERP) systems.

RM6181 also offers economies of scale so that you can achieve greater efficiencies and cost savings for the taxpayer. You can access market leading suppliers who offer simple, innovative solutions that have already delivered significant cost savings and service improvements in both the private and public sector. 

Social and financial value

As a public buying organisation, we recognise the importance of social value. Our suppliers can support you in meeting your social value outcomes by offering practical solutions which are particularly relevant to local authorities and health sector bodies.

Ensuring levelling up and economic recovery in response to the pandemic, the Outsourced Contact Centres and Business Services framework enables a flexible approach to working, with all suppliers offering hybrid working models that meet a variety of customer needs and support a diverse workforce.    

To maximise financial value for customers, we have included volume discounting in the framework, offering customers a guaranteed discount over certain volume thresholds. Our analysis indicates that the framework could deliver significant savings compared to insourcing. 

Our category team understands the complexity of these services and can provide you with support – from early strategic thinking right through to the procurement process. 

Find out more

To find out more about the Outsourced Contact Centre and Business Services framework please visit the agreement webpage or contact the CCS Service Desk at info@crowncommercial.gov.uk or 0345 410 2222.

A full list of our commercial agreements,  and information about how we can help you build policy considerations into your procurement is available in our interactive digital brochure.