Purchase of Call Center Service for the Tax Tender - 145112830

Procurement Summary

Country: Estonia

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

Deadline: 29 Jul 2026

Posting Date: 14 Jul 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 145112830

Document Ref. No.: 486142-2026

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

Purchase of call center service for the Tax and Customs Board Maksu- ja Tolliamet (MTA) soovib perioodiks 14.08.2026-31.07.2029 hankida kõnekeskuse terviklahenduse, mis võimaldab hallata sisenevaid ja väljuvaid kõnesid, e-kirju ning SMS-teavitusi, sh massteavitust kõne and/or via SMS. The 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 Monday to Friday 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; volume of calls in one month ranges from 13, 000 to 50, 000. At peak times, approximately 1, 500 customers can be contacted simultaneously. / Grounds for elimination and qualification conditions: See the basic procurement documents Doc Title: Purchase of call center service for the Tax and Customs Board Contract Type: services
Document Type: Contract Notice Reference Number: 310634-0000 Contract Type: services Estimated Value: 110000.00 - EUR Authority Type: approx Doc Title: Purchase of call center service for the Tax and Customs Board Dispatch Date: 2026-07-13 Publish Date: 2026-07-14 Submission Date: 2026-07-29

Documents

 Tender Notice