Realtime Customer Contact

Anglian Water
East of England
10 April 2025 to 11 April 2035

Provision of multi-channel customer contact services to manage inbound telephony, outbound dialler, WhatsApp, and live chat interactions. The service is specifically designed to provide out-of-hours coverage, negating the need for onshore resources after 4pm on weekdays and during weekends. All workstreams require judgement-based decision-making at varying levels of complexity to ensure operational resilience and technological adaptation.

Open the official notice

Awarded value: Not published; No value in the notice
Published: 27 September 2024
Awarded: 10 April 2025
Contract length: 120 months; Ends 11 April 2035

What the contract covers

Service contract

Provision of outsourced customer contact centre services including inbound telephony, outbound dialler, WhatsApp, and live chat support channels.

Real-time customer contact and associated activities to improve resilience and adapt to technological changes
Handle a proportion of inbound telephony channels and outbound dialler, in addition to WhatsApp and live chat
Provide coverage negating the need for onshore resource after 4pm on weekdays and during weekends

Terms and requirements

Contract type: Service contract
Contract dates: 10 April 2025 to 11 April 2035
Certifications asked for: None stated
Lots: 1
Suitable for SMEs: Not stated
Category: Services
CPV codes: 75100000, 79342300

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalOutsourced multichannel customer contact handling

Lifecycle

Published
27 September 2024
Contract awarded
10 April 2025
Contract starts
10 April 2025
Contract ends
11 April 2035

The buyer

Anglian Water

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

Name: Locked
Email: Locked
Address: Locked

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Cite this contract

Link: https://bidskim.com/tender/876078/realtime-customer-contact
Buyer reference: PA 2024 1161
Last checked: 5 November 2026

Anglian Water. Realtime Customer Contact. Contract award, 27 September 2024. BidSkim, https://bidskim.com/tender/876078/realtime-customer-contact (accessed 5 November 2026).