Call Center Call Center Framework Agreement. The Aok Rhineland-Palatinate/Saarland Is Tendering A Contract For Inbound And Outbound Telephony. The Telephone Service (Inbound Telephony) Is Provided By Employees Of Aok Rheinland-Pfalz/Saarland On The One Hand And By An External Service Provider On The Other. As Part Of Outbound Campaigns, Existing And Corporate Customers As Well As Interested Parties Are Contacted. Outbound: Estimated Call Volume Per Year: 10,000 For Third-Party Insured People, Third-Party Insured Career Starters, Other Telephone Calls Usually Without Making An Appointment (Third-Party Insured People) Estimated Call Volume Per Year: 100,000 For Existing Customers/Holding Target Customers, Aok Career Starters, Other Telephone Calls Usually Without Making An Appointment (Existing Customers) Inbound: Estimated Call Volume Per Year Year: 100,000 For Incoming Customer Conversations Including Follow-Up Time Special Services: - Obtaining Consent To Contact (Ewe) Via One-Way Voice Recording Or Two-Way Voice Recording - Sending Emails To Customers/Interested Parties - Sending Sms To Customers/Prospects - Support Channels Such As Chat Outside Of Service Hours In The 24/7 Service - Letter Shop, Sending Documents To Customers/Prospects (Postage Paid By The Client) - Project Support Fee - Statistics And Reporting, Additional Special Evaluations Requested By The Client - Follow-Up Training For The Cc Customer Advisor (Approx. Every Three Months, Especially When The Client Launches New Products)
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