Reliable call handling for critical public services

The Contact Centre Service Lot provides public sector organisations with access to professional call handling and response services. It supports organisations that require reliable, secure, and responsive contact centre provision, including round-the-clock and out-of-hours coverage.

This Lot offers a compliant route to procure services that ensure continuity, responsiveness, and reassurance for service users, particularly when timely communication is essential.

Why Choose Fusion21?

Fusion21 simplifies the procurement of essential services that support day-to-day public sector operations.  Our frameworks are designed to offer assurance, flexibility, and value, without unnecessary complexity.

With over 1,000 members nationwide, Fusion21 combines compliant procurement routes with sector knowledge and a strong commitment to social value. We help organisations secure dependable services that support communities and frontline delivery.

Social Value and Impact

Contact centre services procured through this Lot can deliver wider social value alongside operational benefits.

Potential outcomes include:

• Employment and training opportunities within local communities
• Inclusive recruitment and skills development
• Support for resilient public services through reliable communication
• Improved accessibility and responsiveness for service users
• Environmental initiatives

Fusion21 works with suppliers to ensure social value is embedded in service delivery and aligned with local priorities and contributes to positive outcomes.

Information Summary

• Lot Name: Contact Centre Service
• Parent Framework (s): Reactive Repairs & Empty Buildings
• Coverage: National
• Scope:  Call handling and response services
• Service Options: 24/7 provision and out-of-hours only