Early engagement notice - Contact Centre

Descriptions

**Early Engagement** Companies House (CH) is seeking to engage three separate markets to provide information that will be used to inform our choice of delivery model for Contact Centre Services. Our existing arrangement ends in November 2025 and we are keen to understand all available methods through which our customer contact service can be delivered and managed. Companies House anticipates that the way we engage with our customers will change significantly over the next 5-10 years and would like to understand, from the market, what the potential opportunities will be. CH has a customer contact centre service to provide information and guidance to our customers and to drive compliance with the Companies Act. CH's contact centre service is currently fully outsourced to a single supplier. In order to ascertain what the optimal delivery model is for the future (post Nov 25) CH contact centre CH is engaging multiple markets to become fully informed. The delivery model chosen by CH could contain elements from each of these different markets to make up the final service. Any procurement activity necessitated by the chosen delivery model would take place in late 2024 to early 2025. Companies House plans to undertake, but does not commit to, the following market engagement activities: Contact centre software - CCaaS Resource - contingent labour Fully outsourced Contact Centre Market engagement could take multiple rounds and consist of: - RFI, Survey/ questionnaires - 1 to 1 meetings with potential suppliers Feedback from suppliers via this early engagement will help inform our thinking and shape the future commercial strategy. If you are interested in this potential opportunity, Companies House would like to engage with you. Please email your company details, specifying which market you operate in and the relevant services your company supplies in including a main point of contact to Commercial@companieshouse.gov.uk This is Early Market Engagement for a potential opportunity, as such, Companies House is not obligated to run a procurement following this activity and is not liable for any costs associated with participating in this Early Engagement.