Tenders Are Invited For Purchase Of Call Center Service For The Tax And Customs Board

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. 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 Rooms Or At Their 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.