Tenders Are Invited For Call Center – Dialogue Management And Customer Service

Call Center – Dialogue Management And Customer Service. The Core Services Of The Order Mentioned Below, In Particular The Operational Support Of Communication Channels In Dialogue Management (E.G. Inbound And Outbound Communication) As Well As Customer Service, Are Subject To The Self-Execution Requirement. A Complete Transfer Of These Services To Subcontractors Is Not Permitted. Definition Of Core Services: The Core Services Within The Meaning Of This Contract Include, In Particular, The Service Areas Of Dialogue Management And Customer Service. The Service Areas Are Defined As Follows: Dialog Management Dialog Management Includes Active Customer Approach And Customer Loyalty Through Proactive, Campaign-Related And Cross-Channel Communication Measures. - The Independent, Active Customer Contact And Final Response To Customer Inquiries Within The Discussions Via The Communication Channels Defined By The Client On The Basis Of The Information Sources Provided By The Client, In Particular The Content Of The Company Website, Question And Answer Catalogs, Discussion Guides, Text Modules As Well As Training And Induction Concepts; - The Active Contact Of Customers (Outbound Telephony) As Well As The Measures Necessary To Clarify, Supplement Or Finalize A Process; - The Technical Control, Coordination And Quality Assurance Of Dialogue Management With Regard To The Contractually Recorded Communication Channels As Well As Ensuring Uniform, Consistent And Compliant Customer Communication; - Ensuring, Adhering To And Continuously Monitoring The Agreed Service And Quality Metrics As Well As Deriving And Implementing Suitable Measures In The Event Of Deviations From Targets. Customer Service Customer Service Includes Customer Care And Specialist Support, In Particular Through The Processing Of Customer Concerns, The Operation Of Service And Special Hotlines As Well As Associated Follow-Up And Support Services. The Scope Of Services Includes In Particular: - The Independent Processing And Final Response To Customer Inquiries Via The Communication Channels Defined By The Client, Including The Operational Support Of These Channels As Well As The Independent Advice To Customers Based On The Information Sources Provided By The Client, In Particular The Content Of The Company Website, Question And Answer Catalogs, Text Modules As Well As Training And Induction Concepts; - Accepting Incoming Customer Inquiries Via The Designated Service Channels; - Specialist Advice And Support For Customers Based On The Information And Specifications Provided; - Carrying Out The Necessary Post-Processing And Documentation Activities; - Supporting Activities To Relieve The Clients Workload In Accordance With The Agreed Requirements. - Ensuring, Compliance And Continuous Monitoring Of The Agreed