Call Center-Europe-Wide Allocation Of Services For 24/7 Service Support In The Open Procedure According To Vgv. The Client Plans To Expand Its Service Times In Order To Offer Its Customers Continuous Support. Technically Well-Founded Solutions Are To Be Offered In Particular In The Outskirts And Saturdays That Go Beyond Pure Accessibility And Also Include 2Nd Level Support. The Service Is Intended To Ensure That The Customer Has A Supplementary Contact Option At Any Time And That The Continuous Operation Of The It Services Is Guaranteed. The Contracted Service Provider Assumes The Responsibility For 24/7 Support And Ensures Compliance With The Service Level Agreements (Sla). This Is Ensured By Qualified Personnel, Modern Technologies And Professional Structures. The Service Is Introduced In Several Phases And Includes Contact Channels Such As Telephone, Email, Ticket System And Chatbot. Important Requirements Are Expertise, Flexibility And High Data Security. The 24/7 Support Is Intended To Minimize Operational Interruptions, A Quick Response To Disorders Is Guaranteed And The Satisfaction Of The Users Is Increased By Optimized Service Processes. A Total Requirement For 2025-2028 Of Approx. 2,250 Personal Days (Pt) Was Determined For The Tender. A Pt Corresponds To 8 Working Hours. A Temporal Distribution Of The Need For The Respective Month Cannot Be Planned On The Client Side. The Client Assumes An Average Of 100 Inquiries (Tickets) Per Month. Further Information On The Scope Of Services, Priorities Of The Scope Of Services And Important Requirements For The Service Can Be Taken From The Service Description.
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