Call Center – Framework Agreement For The Provision Of Operational Customer Service Services. The Subject Of This Tender Is A Framework Agreement On Operational Customer Service Services For The Client. These Include - Receiving, Processing And Documenting Customer Concerns Over The Telephone As Part Of First-Level Support. This Includes Standardized Processes That Can Be Processed And Completed Using Specified Processes, Guidelines Or Knowledge Databases, As Well As - The Processing, Technical Clarification And Case-Related Escalation Of Non-Standardized Processes As Part Of Second-Level Support. This Particularly Includes Complex Issues That Require In-Depth Examination, Coordination Or Decision Preparation. The Deployment Of Personnel Includes Both The Provision Of Basic Services (Base Load) And Additional Services (Peak Load). In 2026, From The Entry Into Force Of The Framework Agreement, The Basic Services Will Consist Of 7 Person-Days Per Working Day, Divided Into 2 Person-Days For First-Level Support And 5 Person-Days For Second-Level Support. From 2027 Until The Framework Agreement Is Terminated, The Basic Services Will Be Reduced To 5 Person-Days Per Working Day, Of Which 2 Person-Days Per Working Day Will Be For First-Level Support And 3 Person-Days Per Working Day For Second-Level Support. The Contractor Must Provide All Basic Services On A Daily Basis (Except On Weekends And Public Holidays In North Rhine-Westphalia) Throughout The Entire Term Of The Framework Agreement. To Cover Temporary Additional Requirements, The Client Is Entitled To Request Additional Services (Peak Load). For The Year 2026, Up To 3 Additional Person-Days Per Working Day Can Be Accessed At The Same Time And From January 1, 2027 To March 31, 2030, Up To 5 Additional Person-Days Per Working Day Can Be Accessed Simultaneously (Can Be Used For Both The First-Level Support And Second-Level Support Areas). Calls Are Made At The Clients Discretion With A Notice Period Of Three Weeks In Advance. In Each Call, The Client Bindingly Specifies The Number Of Additional Man-Days Required (1 To 3 For The Year 2026 And 1 To 5 From January 1, 2027) As Well As The Duration Of Use. The Expected Order Volume Is Estimated At A Total Of 7,378 Person Days (Pt). Of This, 5,376 Pt Are Allocated To The Basic Services (Divided In Time As Follows: Contract Year 1: 1,626 Pt, Contract Year 2: 1,250 Pt, Contract Year 3: 1,250 Pt, Contract Year 4: 1,250 Pt) And 2,002 Person-Days To Additional Services. A Maximum Purchase Limit Of 10,000 Person-Days Is Set For All Individual Orders Based On This Framework Agreement (Based On The Overall Term Of The Framework Agreement, Including All Planned Extension Options And Based On 250 Working Days Per Year). When The Contract Is Awarded, The Contractually Agreed Conditions Apply
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