Teleperformance UK Awarded Environment Agency ‘Floodline’ Multi-Media Contact Centre Service Contract

Teleperformance UK is delighted to announce that, following completion of a 1 year competitive tender process, it has been awarded the Environment Agency ‘Floodline’ Multi Media Contact Centre Service contract.  Teleperformance UK is part of the Teleperformance Group, the global leader in customer experience management.

This contract, delivers critical front line communication and contact with the general public on behalf of the Environment Agency during flood events using skilled Floodline Call Centre advisors and a complex Interactive Voice Response technology (IVR) which is called Recorded Message Service (RMS).

Teleperformance has been successfully running the Floodline Call Centre service including the IVR for over 10 years and this new contract, which is a single supplier framework, commences in April 2013. The Environment Agency operations team and Teleperformance work closely in partnership to ensure a consistently high level of service is received 24/7, but especially during times of flooding.

Rachel Robinson, Director of Public Sector Services, Teleperformance said: “This is an important, prestigious government contract and we pride ourselves on being able to deliver such a necessary, life- saving service which needs to have the ability to ramp up from a handful of Floodline agents to hundreds of agents during a flood event”.

Manoch Kerman, Floodline Service Manager, Environment Agency said: “Floodline is a critical service for the Environment Agency; it promotes flood awareness by giving access, assistance and the very latest information during times of high flood risk. Following an in-depth procurement exercise, the Environment Agency has again awarded this contract to Teleperformance.”

ENDS

Please contact julia.gibbs@teleperformance.com on 0782 795 2710 for further information.

Teleperformance in the UK has over 7,000 people across three regions in England, Northern Ireland and Scotland. www.teleperformance.com.

Teleperformance is the preferred partner to the most dynamic UK and global organisations, across the public and private sectors, for their bespoke customer service, technical support and debt collection requirements.

Teleperformance Group is the global leader in customer experience with more than 135,000 people across 260 contact centres in 49 countries.