ONS current contact centre arrangements

Dyddiad y datganiad:
8 November 2021

FOI Ref: FOI/2021/3084

You asked

​Can you please detail your current contact centre arrangements, including:

1.      Whether your contact centre is delivered by in-house resources, outsourced or a combination of both (given as a % breakdown)

2.      If the contact centre is outsourced, which organisation is currently contracted to provide the service(s), the scope of this agreement and when it's due to expire

3.      The underpinning technology that is used (either in-house or outsourced) i.e. your telephony system and/or contact centre solution

4.      Number of agents, number of calls (monthly), and annual spend.

We said

Thank you for your request.

Q1)

  • The contact centre is staffed by ONS employees (referred to here as Agents).
  • The contact centre technology is delivered 100% by the supplier and this FOI is completed for the technology element.

Q2)

  • CDW Limited is the primary supplier, but the service is sub-contracted to 8x8
  • Scope: Provision of a Cloud Contact Centre for ONS

  • Expires 29/11/2023

Q3)

  • The underpinning technology is provisioned by 8X8 solution itself initially and Microsoft Teams as an end point for calls.
  • The solution also includes the use of webchat functionality

Q4)

  • 746 named agents with 260 concurrent agents per month.
  • 7,040 (average)
  • Annual Spend - £352,048.00

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