Germany – Call centre – SV-PHE-260914-006 - Externes Communication Center für ein kommunales Energieversorgungsunternehmen (EVU)

Telephonic and written handling of customer inquiries for a large municipal utility by German-speaking front office and back office customer service representatives. Final handling of customer inquiries on topics such as end of delivery, start of delivery, master data changes, meter reading processing, instalment plan processing, billing information, instalment plan processing, price and product inquiries, information on utility topics, correction processing. Additionally, temporary capacities for price adjustment campaigns can be requested. Quantity range for the following services: Customer service front office (FO): ~ 270,000 - 560,000 contacts per year (depending on contact volume behaviour) in telephony and writing. Customer service back office (BO): up to ~ 45,000 contacts per year (depending on contact volume behaviour and qualification). With optional contact volume expansion during peak loads of packages to 50,000 contacts FO and 5,000 contacts BO as well as packages for property management processing to 5,000 contacts FO and 2,000 contacts BO. Additionally, optional temporary additional services for price adjustments between ~3,500 contacts up to ~35,000 contacts can be requested per call-off. Furthermore, optional contact volume expansions for vacancy processing with packages to 3,000 processes can be requested. Monthly quality assurance: 1.2 quality assurances per day of attendance per service provider. A post dispatch control (written control) is expected by the contracting authority and is to be included in the regular unit price for processing: ~ 17% share of the total processing volume. The contracting authority intends to award a framework contract with a maximum of three contractors. The allocation is made on a percentage basis and includes all items of the price list equally, without individual consideration. The concrete percentage distribution is based on the performance capability of the contractors as well as the submitted concepts and the economic efficiency for the contracting authority. The distribution of the call-off volume to a maximum of three contractors is based on the ranking of the bidders determined in the tendering procedure. Nevertheless, the contractor is expected to be able to provide the entire performance volume independently. The services for customer service, front and back office, are to be provided within the service hours, from Monday to Friday from 08:00 to 20:00 each day. The public holiday regulation of Bavaria applies. Services for customer service are to be provided on 24.12. and 31.12. An extension/change of the service hours from the contracting authority's side is possible. Acceptance of the E-Coaching programme prescribed by the SWM (recording of telephone conversations and screen activities) as well as ensuring adequate data protection (e.g. by certification). The call-off volume will be distributed to a maximum of three bidders according to the ranking; further bidders will not be considered. Other conditions for the execution of the contract: Data processing is carried out exclusively in EU/EWR countries. The contracting authority does not agree to a transfer to third countries outside these mentioned countries. The contractor ensures by suitable technical and organisational measures in accordance with Art. 32 DSGVO that the confidentiality, integrity, availability and reliability of the systems are guaranteed. This explicitly includes the strict separation of the contracting authority's data from that of other contractors of the contractor (client separation). Use of a supplier management tool of the contracting authority for the registration of external service providers. Case processing is carried out in the system of the contracting authority. Monthly reporting of the contractor's capacity to the contracting authority so that it can incorporate these values into its overall planning. The services are provided in the AG's three-client system in shared service. The project language is German in speech and writing.