Germany – Health services – Call-Center Leistungen Inbound (Auslagerung von Callvolumen)

This open procedure tender, issued by BKK firmus (a German statutory health insurance company), seeks a service provider for inbound call center services (outsourcing of call volume) for a period of 2 years with an option to extend up to 24 months. The services must be performed in Bremen (DE501). The tender is restricted to German-language submissions and requires electronic submission via subreport. The award criteria are 40% price and 60% quality (exceeding minimum requirements). Eligibility includes a trade register excerpt, liability insurance of at least €5M per claim, minimum 4 years of experience in inbound telephony for statutory health insurance with at least 400,000 calls per year, and ISO 9001:2025 certification. The estimated contract value is not provided. The tender is suitable for SMEs.