Call Center Services Inbound (Outsourcing of Call Tender - 143774796

Procurement Summary

Country: Germany

Summary: Call Center Services Inbound (Outsourcing of Call Volume)

Deadline: 07 Jul 2026

Posting Date: 22 Jun 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 143774796

Document Ref. No.: 427654-2026

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

CPV Classification

85100000 - Health services
79512000 - Call centre

Purchaser's Detail

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Tender Details

Allocation of call center services inbound (outsourcing of call volume) BKK firmus can be reached by its customers via a telephone hotline. According to §§ 13 to 15 of the Social Code (SGB) I, the BKK firmus is obliged to provide its information and to fulfill the obligation to provide advice. In order to ensure the necessary availability, calls that cannot be answered internally should be transferred to an external service provider. The aim of BKK firmus is to provide an effective, high-quality To ensure high-quality and service-oriented communication (competent, reliable, empathetic) for their customers around the clock. There is a high case completion rate (first level support) of at least 75% and up for the period up to December 31, 2026 As of January 1, 2027, a case completion rate of 60% with processing in the BKK firmus system 21c is necessary. Callers include BKK firmus policyholders, interested parties, employers, service providers and other people. See section 2.1. Addition Regarding the award criteria according to 5.1.10: Various, individually named prices and qualities are evaluated. In this context, the bidders must, among other things, submit certain concepts with their offers. Further details on the award criteria as well as the evaluation procedure can be found in the invitation to submit an offer. Doc Title: Call center services inbound (outsourcing of call volume) Contract Type: service...
Document Type: Contract Notice Contract Type: services Authority Type: body-pl-cga Doc Title: Call-Center Leistungen Inbound (Auslagerung von Callvolumen) Dispatch Date: 2026-06-18 Publish Date: 2026-06-22 Submission Date: 2026-07-07

Documents

 Tender Notice