External Call Center Services in Czech Republic

This public procurement contract involves securing services from an external call center with a minimum of 50 full-time equivalent (FTE) operators. The purpose is to meet the increased capacity demands of the buyer's internal call center. The contract includes the following key services: (i) provision of facilities, all necessary materials, IT, and personnel required for the operation of the external call center at the supplier's expense; (ii) receiving, processing, and handling phone requests from existing and potential customers directed to the buyer's customer service line, which will be redirected through the buyer's IT system to the external call center, including phone, written, or electronic interactions with customers; and (iii) execution of processes related to 'Service', 'Active', and 'Debt Collection', as detailed in Appendix 1 of the binding framework agreement template, which is part of the procurement documentation. For further details, suppliers are referred to the procurement documentation, especially Appendix 1 of the Instructions - Template of the Framework Agreement.