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Contact centre outsourcing tenders and contracts

UK public sector, covering 600+ buyer sites

335 contact centre outsourcing tenders and contracts, 75 this year.

A "contact centre" keyword alert misses 48% of contact centre outsourcing contracts →

Updated 4 November 2026 · compiled by BidSkim Limited · How we count

  • Awarded a month£14m
  • Contracts a month1.8
  • Won by SMEs22%
  • Renewing in 6 months5
  • Frameworks and DPSs4
  • Live now2See them →
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Contact centre outsourcing contracts

011004London 1212250

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How many contact centre outsourcing contracts do keyword alerts miss?

In the last year, a "contact centre" alert would have missed 10 of 21 contact centre outsourcing contracts (48%) and an expert list of 14 phrases 4 (19%). How we measured this

Keyword alert"contact centre"

10 of 21

Expert list14 phrases

4 of 21

Expert list: contact centre, call centre, outsourced contact centre, helpline, customer contact centre, telephone helpline, customer services outsourcing, multichannel contact, inbound call handling, contact handling, webchat service, national helpline, contact centre solution, enquiry line

BidSkim reads every notice in full and matches the work, not the words.See what BidSkim finds for you

42 contracts across the UK, of any size

Live now

2 contact centre outsourcing opportunities are open now

  1. Pre-market29 Sep 2026
    Provision of Contact Centre Services to the Legal Aid Agency
    The Legal Aid Agency · London
    Est.£20m
  2. Awarded13 Oct 2026
    Customer Contact Centre
    Thameslink Southern Great Northern Limited · LondonWon by Concentrix TSC UK Ltd
    £8.4m
  3. Awarded1 Sep 2026
    Tiger on Demand Call Centre Services
    Cambridgeshire & Peterborough Combined Authority · East of EnglandWon by WeMove Solutions Ltd
    £40k
  4. Awarded25 Jun 2026
    National Contact Centre
    NHS Blood and Transplant · South WestWon by Arvato
    £22.8m
  5. Awarded24 Jun 2026
    New Citizen Experience Contact Centre Contract(s) for BAU & Surge requirements
    UK Health Security Agency · LondonWon by Capita and 1 more
    £144m
  6. Awarded23 Jun 2026
    DHSC: OHID: National Breast Feeding Helpline 2026
    Department of Health and Social Care · LondonWon by The Breastfeeding Network
    £5m
  7. Awarded19 Jun 2026
    Passenger Assist Contact Handling
    Transport for London · LondonWon by Journeycall Ltd
    £100k
  8. Awarded18 Jun 2026
    The Provision of Call Centre Support Services (UoB) 2026
    University of Bedfordshire · East of EnglandWon by Echo-U Limited
    £138k
  9. Awarded22 May 2026
    Provision of Customer Services, mini competition under CCS RM6295 Outsourced Services Framework Lot 1
    London Borough of Barnet · LondonWon by Charles Novacroft Direct Limited
    £5.2m
  10. Awarded13 May 2026
    National Gambling Helpline
    NHS England · LondonWon by GamCare
    £14.5m

Get new contact centre outsourcing tenders every morning →

Where to bid

Where contact centre outsourcing tenders are run

  • Atamis1 25%
  • In-Tend1 25%
  • Jaggaer1 25%
  • TAP1 25%

Tenders published in the last year that name the bid portal they run on.

Frameworks and DPS

4 frameworks and DPSs for contact centre outsourcing work are running. 1 is open to join now.

20252026202720282029TodaySuppliers namedOutsourced ServicesGovernment Commercial Agency · North West · Framework27Supply of Business Support Services Y25005Kent County Council · National or unstated · Framewo…12National Contact CentreNHS_NSS · Scotland · Framework2Wales DPSOpen to join now2

Serco won the most contact centre outsourcing contracts

It also won the most by value. Each dot is one contract, coloured by who bought it.

,
Central governmentTransport and utilitiesNHS and healthCouncilsEducationOther buyers
RankContractorContracts won, by buyerContractsValue wonBuyersShare
1 Serco
Wales · 2 framework places · See every contract
4£139m4
2jointJourneycall Ltd
London · 1 framework place · See every contract
3£25.9m1
2jointCapita
London · 2 framework places · See every contract
3£20.6m3
2joint8x8
Scotland · SME · See every contract
3£4k2
5jointTeleperformance
Scotland · 1 framework place · See every contract
2£91.9m2
5jointArvato
South West · 1 framework place · See every contract
2£81.1m2
5jointThe Breastfeeding Network
London · SME · See every contract
2£5.8m1
5jointAdecco
South West · See every contract
2£895k1
5jointThis Named Company Ltd trading as The Card Network
SME · See every contract
2£823k1
5jointCrimestoppers Trust
London · SME · See every contract
2£700k2

14 more contact centre outsourcing contractors ranked. See the full ranking →

Win contact centre outsourcing contracts? Share your ranking.

Who buys

Central government bodies award 50% of contact centre outsourcing contracts

Contracts with a published value in the last 2 years, from the type of buyer to the size of the contract.

Central government17 contractsTransport and utilities8 contractsNHS and health5 contractsCouncils4 contractsEducation1 contractOther buyers1 contractUnder £100k3 contracts · median £40k£100k to £1m13 contracts · median £447k£1m or more20 contracts · median £11.8m
Embed this chart

7 buyers bought contact centre outsourcing more than once in the last 2 years

Each dot is a buyer, by how many contact centre outsourcing contracts it awarded in the last 2 years.

25 buyers1 contract5 buyers2 contracts2 buyers3 or 4 contracts0 buyers5 or more contracts

See who they are and when they usually buy →

Few and big, or many and small

Each dot is a buyer: how many contact centre outsourcing contracts it awarded against what they were worth. The busiest and biggest are named.

Central governmentTransport and utilitiesNHS and healthCouncilsEducationOther buyers
£1k£10k£100k£1m£10m£100m£1.0bn123Contact centre outsourcing contracts awardedFEW AND BIGMANY AND SMALLUK Health Security AgencyStudent Loans CompanyDepartment for EducationBBC (British Broadcastin…Transport for LondonPublic Services Delivery…Department of Health and…Historic England

Top buyers by contracts awarded

RankBuyerContractsValue
1Transport for London
See every contract
4£37.4m
2Public Services Delivery Scotland
See every contract
3£900k
3Department for Education
See every contract
2£59m
4Department of Health and Social Care
See every contract
2£5.8m
5Historic England
See every contract
2£895k
6Arts Council England
See every contract
2£823k
7HM Revenue & Customs
See every contract
2Not published
8UK Health Security Agency
See every contract
1£144m
9Student Loans Company
See every contract
1£82.6m
10BBC (British Broadcasting Corporation)
See every contract
1£40.6m

132 contact centre outsourcing contracts awarded since 2021

  1. 312021
  2. 242022
  3. 262023
  4. 152024
  5. 192025
  6. 172026 so far
Prices

Half of contact centre outsourcing contracts are worth less than £5.1m

Central governmentTransport and utilitiesNHS and healthCouncilsEducationOther buyers
£10k£100k£1m£10m£100m£1.0bnMedian £5.1m
Embed this chart

The 10 biggest contact centre outsourcing contracts

  1. UK Health Security AgencyCapita, Foundever · 24 Jun 2026£144m
  2. Student Loans CompanyTeleperformance · 17 Dec 2024£82.6m
  3. Government Commercial AgencySerco · 9 Feb 2026£73.9m
  4. Department for EducationArvato · 19 Dec 2025£58.3m
  5. BBC (British Broadcasting Corporation)Serco · 8 Apr 2025£40.6m
  6. Companies HouseSerco · 21 Jul 2025£23.8m
  7. NHS Blood and TransplantArvato · 25 Jun 2026£22.8m
  8. NHS EnglandGamCare · 13 May 2026£14.5m
  9. Transport for LondonJourneycall Ltd · 17 Feb 2026£14.3m
  10. Ministry of Housing, Communities and Local GovernmentXBP Europe Limited · 28 Oct 2025£12m
Renewing contracts

9 contact centre outsourcing contracts come up for renewal in the next 12 months

5 in the next 6 months. The 3 ending soonest are shown in full.

Ends Feb 2027

Helpdesk Function

HS2 · 4-year contract
Held by Foundever
£6.8m
Ends Mar 2027

Crimestoppers Hotline Service

Home Office · London · 25-month contract
Held by Crimestoppers Trust
£700k
Contact centre outsourcing contract for a central government bodyUK-wide or not stated£1m or moreEnds Mar 2027
Contact centre outsourcing contract for an NHS bodyScotland£100k to £1mEnds Mar 2027
Contact centre outsourcing contract for a central government bodyWales£100k to £1mEnds Jun 2027
Contact centre outsourcing contract for a central government bodyUK-wide or not stated£1m or moreEnds Jul 2027
Contact centre outsourcing contract for a councilEast of EnglandUnder £100kEnds Aug 2027
Contact centre outsourcing contract for a central government bodyUK-wide or not stated£1m or moreEnds Sep 2027
Where and when

London awards the most contact centre outsourcing contracts

Contracts by region and by month awarded. Click a region to filter the page.

011004London 1212250
FewerMore contracts
NDJFMAMJJASONDJFMAMJJASON
Embed this chart
The regions as a table
RegionOpen nowContractsValueTypical contractWon the mostBought the mostRenewing in 12 months
London112£217m£6.8mJourneycall Ltd (3)Transport for London (4)1
Scotland05£10.3m£450k8x8 (2)Public Services Delivery Scotland (3)1
East of England04£11.6m£138k––1
South West02£23.2m–––0
Wales02£24.2m–Serco (2)–1
North West01£6.6m–––1
Yorkshire and the Humber01Not published–––0
South East01£9.1m–––0
North East00Not published–––0
East Midlands00Not published–––0
West Midlands00Not published–––0
Northern Ireland00Not published–––0
Often bought with contact centre outsourcing
CCaaSIT service deskUnified communicationsTranslation and interpreting servicesFreedom to speak up
Related services
Telephone answering service
Key findings
  • £14m a month

    of contact centre outsourcing contracts awarded.

    Typical contract £7.5m x 1.8 contracts a month, last 12 months.
  • 1.8

    contact centre outsourcing contracts are awarded in a typical month.

    42 contracts in the last 2 years.
  • 5

    contact centre outsourcing contracts come up for renewal in the next 6 months.

    Recurring contracts with a named supplier and a published end date before 4 May 2027.
  • 4

    frameworks and DPSs are running for contact centre outsourcing work.

    1 open to join now.
  • 22%

    of contact centre outsourcing contracts are won by SMEs.

    As recorded by the buyer, on 36 award notices.

How many contact centre outsourcing tenders and contracts are there?

Last 12 monthsSince November 2021
Notices published75335
Contracts awarded21104

15 contact centre outsourcing contracts and frameworks end in the next 12 months, 15 of them recurring services. In the last two years, 32 buyers awarded contact centre outsourcing contracts to 24 suppliers.

Source: Find a Tender, Contracts Finder, Public Contracts Scotland, Sell2Wales and eTendersNI, to 4 November 2026. By Seamus White. How we count

Questions

How many contact centre outsourcing contracts does the UK public sector award?

42 in the 2 years to 4 November 2026, from 32 public buyers.

How long are contact centre outsourcing tenders open for?

The median contact centre outsourcing tender is open for 31 days from publication to deadline.

How much is a typical public sector contact centre outsourcing contract worth?

The median is £5.1m, and 14% are worth less than £250k.

Who wins the most public sector contact centre outsourcing contracts?

Serco won the most (4), and the most by value (£139m).

Which buyers award the most contact centre outsourcing contracts?

Central government bodies award 50% of them.

Which part of the UK awards the most contact centre outsourcing contracts?

London: 12 of 42 in the 2 years to 4 November 2026, then Scotland (5) and the East of England (4).

How many contact centre outsourcing contracts come up for renewal in the next 12 months?

9 contracts end and are likely to be re-let, the first on 3 February 2027. Another 1 ending is one-off work.

Are there frameworks or DPSs for contact centre outsourcing work that are open to join?

4 frameworks and DPSs for contact centre outsourcing work are running. 1 is open to join now.

What is included

A staffed, supplier-run contact centre handling public enquiries by phone, email, webchat and social media for a service, scheme or organisation, including helplines, adviser services and outbound calling campaigns.

  • Inbound customer contact centres
  • Scheme and project helplines
  • Multichannel contact (telephony, webchat, email, social media)
  • Contact centre with one-to-one adviser support
  • Outbound calling and telethon fundraising campaigns
  • 24-hour helplines

What is not included

  • Out-of-hours, emergency and overflow call handling (see Out-of-hours, overflow and telephone answering services)
  • Confidential reporting and whistleblowing lines (another industry: recruitment-hr,
  • Face-to-face counter transactions (see Front-office counter and application services)
  • Contact centre software, telephony and number routing (another industry: it-software,
  • NHS 111 and clinical lines (another industry: healthcare,
  • Advice lines (another industry: social-care,
  • Legal aid telephone gateway (another industry: legal,
  • Debt collection calls (another industry: legal,
  • Agency call handlers directed by the buyer (another industry: recruitment-hr,
  • Telephone survey fieldwork (another industry: consulting-accountancy,
  • Outsourced IT service desk (another industry: it-software,