Call Center Framework Agreement Tender, Germany - 98087925

Procurement Summary

Country : Germany

Summary : Call Center Framework Agreement

Deadline : 04 Apr 2024

Other Information

Notice Type : Tender

TOT Ref.No.: 98087925

Document Ref. No. : 130469-2024

Competition : ICB

Financier : Self Financed

Purchaser Ownership : Public

Tender Value : EUR 5692299.00

Purchaser's Detail

Purchaser : AOK RHINELAND-PALATINATE/SAARLAND - THE HEALTH INSURANCE FUND
Address: Vogelsang 3
Town: Kusel
NUTS Code: DEB3D
Postal Code: 66869
Attn: Registration Office
Phone: 49 63814208307
Fax: 49 635140393833
Germany
Email :vergabestelle@rps.aok.de

Tender Details

Framework agreement for telephone services (inbound and outbound) of a call center for the AOK Rhineland-Palatinate/Saarland - The Health Fund.

Framework agreement call center

The AOK Rhineland-Palatinate/Saarland is tendering a contract for inbound and outbound telephony. The telephone Service (inbound telephony) is provided on the one hand by employees of AOK Rheinland-Pfalz/Saarland and on the other hand by an external service provider. As part of outbound campaigns, existing and corporate customers as well as interested parties are contacted. Outbound: estimated call volume per year: 10, 000 for third-party insured people, third-party insured career starters, other telephone calls usually without making an appointment (third-party insured people) Estimated call volume per year: 100, 000 for existing customers/retention target customers, AOK career starters, other telephone calls usually without making an appointment (existing customers) Inbound: estimated call volume per year: 100, 000 for incoming customer calls including follow-up time Special services: - Obtaining consent to contact (EWE) via one-way voice recording or two-way voice recording - Sending emails to customers/ Interested parties - SMS versand to customers/prospects - support channels such as chat outside of service hours in the 24/7 service - letter shop, sending documents to customers/prospects (postage paid by the client) - project support fee - statistics and reporting, additional ones requested by the client...
Document Type: Contract Notice
Reference Number: AOK031375-990
Contract Type: services
Estimated Value: 5692299.00 - EUR
Authority Type: body-pl-ra
Doc Title: Rahmenvereinbarung Call-Center
Dispatch Date: 2024-03-01
Publish Date: 2024-03-04
Submission Date: 2024-04-04

Documents

 Tender Notice