ScotRail Customer Contact Centre

ScotRail
Scotland
Selective procedure
7 October 2025 to 31 March 2028

Customer contact centre services covering customer relations, a smartcard helpline, delay repay operations and telephone sales for business and consumer customers. The provider is expected to support modernisation of the contact centre and customer communications during the contract.

Open the official notice

Awarded value: £9.3m; As published
Published: 21 August 2023
Awarded: 7 October 2025; Teleperformance
Contract length: 30 months; Ends 31 March 2028

What the contract covers

Service contract

Provision of fully managed customer contact centre services for customer relations, helplines, compensation claims and telephone sales operations.

Provide a direct route for customers to contact ScotRail via phone, email, letter and web support
Support general enquiries, complaints, telesales and delay repay
Option to include passenger assist and web support services in the future

Lot	Estimated value	SMEs
Lot 1	Not stated	Not stated
Lot 2	Not stated	Not stated
Payroll Services	Not stated	Not stated
Customer Service Centre	Not stated	Not stated

Terms and requirements

Contract type: Service contract
Procedure: Selective procedure
Contract dates: 7 October 2025 to 31 March 2028
Certifications asked for: None stated
Lots: 4
Suitable for SMEs: Not stated
Category: Services
CPV codes: 79512000, 79511000, 79510000, 79500000

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalFully managed customer contact centre for ScotRail

Lifecycle

Published
21 August 2023
Contract awardedto Teleperformance
7 October 2025
Contract starts
7 October 2025
Contract ends
31 March 2028

The buyer

ScotRail

Type: Locked
Contracts, 24 months: Locked
Recorded value: Locked
Typical contract: Locked
Contact centre outsourcing contracts, 24 months: Locked

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Contact details

Email: Locked
Phone: Locked
Website: Locked
Address: Locked

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The supplier

Teleperformance

Contracts won, 24 months: Locked
Value won, 24 months: Locked
Buyers, 24 months: Locked
Size: Locked
Companies House number: Locked

Main buyers

Contact details

Website: Locked

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Cite this contract

Link: https://bidskim.com/tender/359156/scotrail-customer-contact-centre
Buyer reference: org-1
Open contracting ID: ocds-r6ebe6-0000759207
Last checked: 5 November 2026

ScotRail. ScotRail Customer Contact Centre. Contract award, 21 August 2023. BidSkim, https://bidskim.com/tender/359156/scotrail-customer-contact-centre (accessed 5 November 2026).