# Provision of a Central Telephony Operator Service \(CTOPS\) for FCDO

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [Foreign, Commonwealth and Development Office](/buyers/foreign-commonwealth-and-development-office/contract-awards)
- Contract winner: Sitel UK Limited
- Award value: £3,000,000
- Tender value: £3,000,000
- Award date: 1 March 2021
- Published: 8 March 2021
- Contract start: 1 March 2021
- Contract end: 29 March 2023
- Stage: awarded
- Procurement category: services
- Notice ID: ebb9729c-1aa0-4df1-a32a-6a1064f81b2f-418231
- OCID: ocds-b5fd17-7c734dc1-2a61-4491-8615-0b97f854f832

## Description

Called off from Lot 2: Contact Centre Services of Crown Commercial Service's RM3185 Contact Centre Services framework agreement\. 24 month contract with 2 x 1 year extension options\. FCDO require a Central Telephony Operator Service for the provision of call handling Services for the FCDO "General Enquiries" number and the Legalisation Office "General Enquiries" number\. FCDO "General Enquiries": the Supplier will be responsible for answering calls from members of the general public and routing to a named user or department within FCDO\. Legalisation Office "General Enquiries": the Supplier will be responsible for answering calls and providing advice on applications, answering general enquiries and assisting with payment queries\. The Service will also take into account FCDO's need for additional surge staff to handle increase in-bound telephone calls during crisis periods\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/ebb9729c-1aa0-4df1-a32a-6a1064f81b2f-418231)