Business Process Outsourcing Customer Services

Thames Water is seeking to award Services Agreements to multiple providers for the provision of customer services across three lots: Lot 1 - Digital led customer contact: delivering first tier contact on digital medium Lot 2 - Transactional Back Office and Contingency Voice: Transactional, Ticketing and Exceptions Processing Lot 3 - Post room services We are looking for partner(s) with proven expertise to play a core role in delivering Thames Water's customer experience vision through: Maintaining, improving and transforming services; Increasing customers choice in the way they interact with us; and, Increasing levels of automation. The selected bidders will be able to demonstrate how they would support Thames Water's customer service strategy and its outcomes. Bidders can apply for one or multiple lots. Thames Water may award more than one lot to a single bidder taking into account the evaluation of each individual lot; the tendered aggregate operational and commercial benefits to be obtained from the award of more than one lot; and, bidders stated preferences for award of lots at PQQ stage