Tenders Are Invited For Call Center – Sv-Phe-260914-006 - External Communication Center For A Municipal Energy Supply Company (Evu)

Call Center – Sv-Phe-260914-006 - External Communication Center For A Municipal Energy Supply Company (Evu). Telephone And Written Processing Of Customer Concerns For A Large Municipal Utility Company By German-Speaking Front Office And Back Office Customer Advisors. Final Processing Of Customer Concerns On Topics Such As End Of Delivery, Start Of Delivery, Master Data Changes, Meter Reading Processing, Billing Plan Processing, Invoice Information, Installment Plan Processing, Price And Product Inquiries, Information On Utility Issues, Correction Processing. In Addition, Temporary Capacities Can Be Requested For Price Adjustment Campaigns. Volume Corridor For The Following Services: Customer Service Front Office (Fo): ~ 270,000 - 560,000 Contacts Per Year (Depending On Contact Volume Behavior) In Telephony And Writing. Customer Service Back Office (Bo): Up To ~ 45,000 Contacts Per Year (Depending On Contact Volume Behavior And Qualifications) With Optional Contact Volume Expansion For Peak Loads Of Packages With 50,000 Contacts Fo And 5,000 Contacts Bo As Well As Packages For Property Management Processing With 5,000 Contacts Fo And 2,000 Contacts Bo. In Addition, There Are Optional Temporary Additional Services For Price Adjustments Between ~3,500 Contacts And Up To ~35,000 Contacts Per Retrieval. Additionally, Optional Contact Volume Extensions For Vacancy Edits Can Be Accessed With Packages Of 3,000 Edits. Monthly Quality Assessment: 1.2 Quality Assessments Per Day Of Attendance Per Service Provider. A Mail Delivery Check (Writing Check) Is Expected From The Contractor And Must Be Included In The Regular Unit Price For Processing: ~ 17% Share Of The Total Processing Volume. The Client Intends To Conclude A Framework Agreement With A Maximum Of Three Contractors. The Breakdown Is Generally Based On A Percentage And Includes All Items In The Price List Equally, Without Individual Consideration. The Specific Percentage Distribution Depends On The Performance Of The Contractor As Well As The Concepts Presented And The Economic Viability For The Client. The Distribution Of The Call Volume Among A Maximum Of Three Contractors Is Based On The Ranking Of The Bidders Determined In The Procurement Process. Nevertheless, The Contractor Is Expected To Be Able To Provide The Entire Volume Of Services Independently. The Customer Service Services, Front And Back Office, Are Generally To Be Provided Within The Service Hours, Monday To Friday From 8:00 A.M. To 8:00 P.M. Bavaria’S Public Holiday Regulations Apply. On December 24Th And 31.12. Customer Service Services Must Be Provided. An Extension/Change To The Service Times On The Part Of The Client Is Possible. Acceptance Of The E-Coaching Program Specified By Swm (Recording Of Telephone Conversations And Screen Activities) As Well As Ensuring Appropriate Data Protection (E.G. Through Certification). The Call Volume Is Distributed Among A Maximum Of Three Bidders According To Ranking; Further Bidders Will Not Be Considered. Other Conditions For Order Execution: Data Processing Takes Place