Purchase of Call Center Service for the Tax Tender - 143610721

Procurement Summary

Country: Estonia

Summary: Purchase of Call Center Service for the Tax and Customs Board

Deadline: 20 Jul 2026

Posting Date: 19 Jun 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 143610721

Document Ref. No.: 310634

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: EUR 110000.00

CPV Classification

79512000 - Call centre

Purchaser's Detail

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Tender Details

Brief description of the procurement: The Tax and Customs Board (MTA) wants to acquire a complete call center solution for the period 14.08.2026-31.07.2029, which allows managing incoming and outgoing calls, e-mails and SMS notifications, including mass notifications via voice and/or SMS. Call center is topic-based: each topic has a separate information line, on which incoming calls are routed to the corresponding queue. Each queue is served by a specific group of agents; agents can belong to several groups at the same time. Agents work all over Estonia, either in separate call center premises or at your workplace. The work is done in shifts, so the same workplace is used by several agents based on the time schedule. The working hours of the call center are Mon-Fri from 9:00 a.m. to 4:30 p.m. and Friday from 9:00 a.m. to 3:30 p.m. Up to 300, 000 customers are served annually; the volume of calls in one month ranges from 13, 000 to 50, 000. At peak times, approximately 1, 500 customers can be contacted simultaneously. CPV code: 79512000-6 Call center services
Procurement sector: Classic Type of procurement: Services cpv description: Call center services

Documents

 Tender Notice