Call Center Services Inbound (Outsourcing of Call Tender - 144773290

Procurement Summary

Country: Germany

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

Deadline: 20 Jul 2026

Posting Date: 08 Jul 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 144773290

Document Ref. No.: 471970-2026

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

Awarding of call center services inbound (outsourcing of call volume) - partial lot 1 Awarding of call center services inbound (outsourcing of call volume) - partial lot 2 BKK firmus can be reached by its customers via a telephone hotline. According to §§ 13 up to 15 of the Social Code (SGB) I, the BKK firmus is obliged to fulfill its obligation to provide information and advice. In order to ensure the necessary availability, calls that cannot be answered internally should be sent to one be handed over to external service providers. The aim of BKK firmus is to ensure effective, high-quality and service-oriented communication (competent, reliable, empathetic) for its customers around the clock. This is for the period a high case completion rate (first level support) of at least 75% by December 31st, 2026 (partial lot 1) and from January 1st, 2027 (partial lot 2) a case completion rate of 60% with processing in the BKK firmus system 21c is necessary. Callers are BKK insured persons firmus, interested parties, employers, service providers and other people. See section 2.1. Addition to the award criteria according to 5.1.10: Different, individually named prices and qualities are evaluated. In this In this context, the bidders must, among other things, submit certain concepts with their offers. Further details on the award criteria and the evaluation procedure will be included in the invitation to tender...
Document Type: Contract Notice Contract Type: services Authority Type: body-pl-cga Doc Title: Call-Center Leistungen Inbound (Auslagerung von Callvolumen) Dispatch Date: 2026-07-06 Publish Date: 2026-07-08 Submission Date: 2026-07-20

Documents

 Tender Notice