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Out-of-Hours Customer Support Services
Descriptions
Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW’s Terms and Conditions. The anticipated start date is 1st January 2026.
The service will need to be able to provide bilingual (English and Welsh) customer support via telephone, social media, and email, operating 7 days a week during specified out-of-hours periods. Key requirements include accessibility compliance, call and email handling, CRM integration, customer satisfaction tracking, and robust business continuity. TfWRL will provide system access, training, and ongoing support.
Timeline
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Tender Regions
CPV Codes
72253000 - Help-desk and support services
79510000 - Telephone-answering services
79512000 - Call centre
64200000 - Telecommunications services
Keywords
data transmission service
voice communication provision
telecom network operations
broadband connectivity service
telecom infrastructure management
IP telephony provision
leased line service
telecom carrier operations
network voice/data service
telecom traffic routing
user support ticketing
multi-tier helpdesk
remote IT support
technical troubleshooting interface
issue resolution workflow
service request handling
24/7 user assistance
incident logging system
support team coordination
telephone-answering services
call answering
incoming call handling
message taking
switchboard services
receptionist answering
phone support
hotline management
call screening services
call center answering
call centre services
contact centre operations
inbound/outbound calls
customer contact management
call handling services
multi-channel support
telemarketing operations
helpdesk call centre
call queue management
CRM calls
Tender Lot Details
2 Tender Lots
Workflows
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Possible Competitors
1 Possible Competitors
