Teleperformance, the global leader in outsourced omnichannel customer experience management, is delighted to announce that Teleperformance UK has been awarded a new contract for NHS Blood and Transplant.
Through delivery of a national contact centre service it will continue to support donors seeking information on blood donation or joining the organ donation register. The team supports the end-to-end customer service journey of donors, from registration, appointment booking, general information or guidance and post donation questions or support.
The new agreement is for an initial period of five years, with the ability to extend by a further two. The contract commences March 2018. The service will be delivered from within the existing Teleperformance locations in Bangor and Newry (Northern Ireland) supported by Bristol (England).
Teleperformance has a long history of working in partnership with government and has been working with NHSBT since 1998. During that time the partnership has grown from answering inbound queries to a full omni-channel solution.
Teleperformance in the UK has been partnering with Central Government clients for over 20 years. The public sector represents a large, and very successful part, of Teleperformance UK’s growing business. The new contract with NHS Blood & Transplant will mean over 100 jobs are safeguarded for Teleperformance employees based in Northern Ireland.
Ryan Creighton (Head of Donor Services, NHSBT) said: “The National Contact Centre is a front line service that is critical for NHS Blood and Transplant to help deliver on our mission to help save and improve lives. The experience we provide to our donors is essential to ensure we can maintain our operations and build positive relationships. The staff at Teleperformance truly go above and beyond every day in this pursuit. I’m extremely pleased we have been able to extend our partnership for another 5 years.”
Rachel Robinson, Executive Vice President for Public Sector Services at Teleperformance said: “We have a long established and very successful partnership of over 18 years with NHS Blood & Transplant. I am therefore absolutely delighted we have secured another contract with them. We have a fantastic, committed team who work tirelessly to deliver great customer service to donors on a daily basis. We look forward to building on the important partnership we have with NHS Blood & Transplant to continue to grow, transform and deliver excellence to donors for this critical service.”
Matt Sims, Chief Executive Officer, Teleperformance UK and South Africa said: “The retention of this long term partner is a testament to the success of the Teleperformance UK team. It recognises how Teleperformance UK continues to evolve and drive innovation in an increasingly complex customer service environment. Coupled with the rigour and governance that underpins all our work, I look forward to supporting UK public sector services for many more years to come.”