Teleperformance UK Awarded Environment Agency ‘Floodline’ Multi-Media
Contact Centre Service Contract
LONDON -- March 19, 2013
Teleperformance UK is delighted to announce that, following completion of a 1
year competitive tender process, it has been awarded the Environment Agency
‘Floodline’ Multi Media Contact Centre Service contract.Teleperformance UK
is part of the Teleperformance Group, the global leader in customer experience
This contract, delivers critical front line communication and contact with the
general public on behalf of the Environment Agency during flood events using
skilled Floodline Call Centre advisors and a complex Interactive Voice
Response technology (IVR) which is called Recorded Message Service (RMS).
Teleperformance has been successfully running the Floodline Call Centre
service including the IVR for over 10 years and this new contract, which is a
single supplier framework, commences in April 2013. The Environment Agency
operations team and Teleperformance work closely in partnership to ensure a
consistently high level of service is received 24/7, but especially during
times of flooding.
Rachel Robinson, Director of Public Sector Services, Teleperformance said:
“This is an important, prestigious government contract and we pride ourselves
on being able to deliver such a necessary, life- saving service which needs to
have the ability to ramp up from a handful of Floodline agents to hundreds of
agents during a flood event”.
Manoch Kerman, Floodline Service Manager, Environment Agency said: “Floodline
is a critical service for the Environment Agency; it promotes flood awareness
by giving access, assistance and the very latest information during times of
high flood risk. Following an in-depth procurement exercise, the Environment
Agency has again awarded this contract to Teleperformance.”
Teleperformance in the UK has over 7,000 people across three regions in
England, Northern Ireland and Scotland. www.teleperformance.com.
Teleperformance is the preferred partner to the most dynamic UK and global
organisations, across the public and private sectors, for their bespoke
customer service, technical support and debt collection requirements.
Teleperformance Group is the global leader in customer experience with more
than 135,000 people across 260 contact centres in 49 countries.
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