RM6295 Contact Centre Services framework award

Reed in Partnership is pleased to announce that we have secured a place on the Crown Commercial Service's RM6295 Contact Centre Services framework.

This award reflects the quality, reliability and impact of the contact centre services we’ve delivered at scale across the public sector, supporting people to use our services with efficiency and care.

Based in Liverpool, Newry and Newcastle, Reed in Partnership's in-house Contact Centre is an essential part of our service delivery. We hold a 3-star accreditation from the Contact Centre Management Association, recognising the team’s commitment to quality and service. We handle over 5,000 calls a week and consistently achieve high industry standards for service level, first contact resolution and average handling time. Recently, we have been developing a series of innovations, including the use of conversational AI, to help us further optimise our customer experience and deliver faster outcomes. These have helped us:

• Cut referral-to-engagement time from 17 to just three days
• Increase sign-ups and attendance
• Free up capacity for more complex support needs

You can read more about this work here.

We’re excited to now build on our successful track record delivering excellent customer experiences through the opportunities on the RM6295 framework.