National Rail’s £8.8m communication and contact centre framework now open

20th August 2019

Network Rail Infrastructure Ltd is initiating a new framework for a National Contact Centre. The framework is set to be worth £8,860,000.


A national contact centre service needs to be established and developed for the use of external stakeholders. It is to further develop the business-to-customer communication elements of National Rail with a high-quality service operating 24/7, 365 days a year.


The services included within the framework include:

  • Telephone
  • Live chat
  • Email
  • Letter processing
  • Management of Network Rail’s social media
  • Commercial Property Helpdesk

The duration of the contracts awarded will be 84 months.


The current deadline for receipts of tenders and requests to participate is 15th November 2019.


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