KC loses out on council call centre contract

KINGSTON Communications has lost out on a new call centre contract with Hull City Council.

The council has agreed to award a new three-year contract for the 300300 service to Serco, the international services group.

Hull-based KC delivered the 300300 service through its contact centres division since its launch in 1999.

KC staff currently working on the contract at the company’s call centre will be transferred to Serco on existing pay and conditions.

Hull City Council said the new deal will save the council £339,000 per year, or more than one million pounds through the lifetime of the contract.

Coun John Hewitt, portfolio holder for neighbourhood and communities, said: “The new contract is a win-win situation for customers, for the city, the council and call centre staff, who will transfer on the same terms and conditions. The service will continue to be delivered by local people for local people within the city boundary.

“Serco is a FTSE top 100 company and working in partnership with them brings opportunities to the city such as identifying improved and new, innovative ways of working with customers, providing new facilities within the city centre, and potentially creating more jobs and apprenticeship schemes for local people.”

Andy Brown, Hull City Council’s city customer services manager, said: “The tendering process has been very thorough and we are delighted that the new contract will save the Council £339,000 a year and some £1m over the next three years.”

“This is great news for local tax payers who will continue to benefit from a quality service at a much lower cost. It is also really pleasing that the existing call centre staff will transfer to the new service, keeping their jobs and expertise in Hull. For the council, this has been an opportunity to test the market for both price and quality for this key service.”

A start date is yet to be confirmed as the proposed decision will be subject to TUPE negotiations and a period which allows unsuccessful bidders to challenge the result.