Arvato wins place on UK government contact centres framework

Global customer service provider Arvato has won a place on a four-year UK government framework for contact centre services, allowing public sector organisations to access its expertise in customer services.

Contact Centre CLUB

Overseen by the Crown Commercial Service (CCS), the Contact Centre Services (RM3815) framework has been established to help public sector bodies maximise opportunities for innovation, channel strategy, self-service and optimisation in customer services.

Arvato is one of nine key UK suppliers to be appointed to Lot 2 of the framework. The appointment will enable the company to market its expertise in web-based, email and telephone customer services to central government departments, their arm’s length bodies and agencies, non-departmental public bodies, NHS organisations and local authorities.

Arvato is an established provider of front and back office services to the UK public sector – where its clients include the Department for Transport, Slough Borough Council and Chesterfield Borough Council – and a leading customer services partner to international brands, including Renault and BMW.

Debra Maxwell, CEO, CRM Solutions UK & Ireland, Arvato, said: “This framework represents an excellent growth opportunity for our customer services business. The strength of our experience in transforming UK public services as organisations embrace channel shift and new digital technologies, together with our expertise in providing market-leading customer services, puts us in a strong position to win new projects.”

Part of the Bertelsmann group, Arvato is one of the world’s leading business process outsourcing (BPO) companies, with over 50 years’ experience and more than 70,000 employees across almost 40 countries. The business has more than ten years’ experience in the UK public sector, which includes award-winning partnerships with local government authorities and a shared service centre for central government departments.