# Public Enquiries Call Handling Service

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [Office of Qualifications and Examinations Regulation \(Ofqual\)](/buyers/office-of-qualifications-and-examinations-regulation-ofqual/contract-awards)
- Contract winner: Sitel Uk Limited
- Award value: £225,016
- Tender value: £225,016
- Award date: 19 April 2021
- Published: 13 May 2021
- Contract start: 20 April 2021
- Contract end: 31 March 2023
- Stage: awarded
- Procurement category: services
- Notice ID: b13cbb84-cbf2-476b-a698-84efb5180ad4-436195
- OCID: ocds-b5fd17-0ab49c9c-e2a8-4f14-a51c-ccd2f9483f01

## Description

1\.1 The Supplier is appointed to provide a fully outsourced call handling service for Ofqual's public enquiries phone lines\. 1\.2 The Supplier will be required to answer all inbound calls, working with Ofqual service managers and with frontline Ofqual staff who will handle all email and outgoing calls\. 1\.3 The Supplier will represent Ofqual in support of promoting public confidence in regulated qualifications and regulated assessment arrangements\. 1\.4 Calls made to Ofqual's public enquiries phone lines will be from a wide spectrum of stakeholders which will include but not be limited to: a\) students, b\) parents/guardians, c\) teachers, d\) examination bodies and e\) general members of the public\.

## Related contract awards

- [Focus group participant recruitment](/contracts/ocds-b5fd17-04cbe5d2-26a7-4387-94a3-e056f833777f): Office of Qualifications and Examinations Regulation \(Ofqual\)
- [Survey and Consultation Software](/contracts/ocds-b5fd17-89aab732-a945-4e79-9f1d-5a39a2b39431): Office of Qualifications and Examinations Regulation \(Ofqual\)
- [Digital Workplace Hardware](/contracts/ocds-b5fd17-d084df51-a9df-494d-bb49-c70ae3a8c616): Office of Qualifications and Examinations Regulation \(Ofqual\)
- [Admin surge support service](/contracts/ocds-b5fd17-65091d5d-c056-4ed3-a56c-42e957c6fa38): Home Office
- [Helpdesk Function](/contracts/ocds-b5fd17-92ad1f29-d79f-46fb-af7f-06a1dac3592d): HS2
- [Provision of Health Measure at the Border COVID Helpline](/contracts/ocds-b5fd17-11f2d960-1f6f-4b26-9d83-dcf9a8baf84e): Crown Commercial Service

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/b13cbb84-cbf2-476b-a698-84efb5180ad4-436195)