Call Center Inbound Services Outsourcing
Original notice title
Germany – Health services – Call-Center Leistungen Inbound (Auslagerung von Callvolumen)
Opportunity Score
Why this score?
Opportunity
45 / 100
Complexity
70 / 100
Risk factors
No estimated contract value or budget is provided. Bidders cannot assess financial attractiveness or resource commitmen...
Only 16 days from publication to deadline (July 7). This may be insufficient to prepare a comprehensive bid, especially...
Deep Portfolio Analysis
Uses:
- Description
- Industries & Services
- Capabilities
- Market & Experience
- Certifications
Overview
Moderate opportunityKey Facts
- Services contract
- 1 lot
- Duration 2 YEAR
- Inbound call center services (first level support) for BKK firmus
- Handling calls from insured persons, interested parties, employers, service providers, and others
Show full summary
This tender by BKK firmus seeks an external service provider for inbound call center services (first level support) for its health insurance customers. The contract is for 2 years with possible extensions, starting October 2026. Award criteria are 30% price and 70% quality. No estimated value is published. The tender has been corrected (weights changed from 40/60 to 30/70). Submission deadline is July 7, 2026.
Risks
No estimated contract value or budget is provided. Bidders cannot assess financial attractiveness or resource commitmen...
Only 16 days from publication to deadline (July 7). This may be insufficient to prepare a comprehensive bid, especially...
Analysis may be incomplete
Only part of the procurement documentation was analyzed. Additional eligibility requirements, certificates, or submission documents may exist in the remaining tender documentation.
Key Requirements
Technical
- Minimum 4 years experience in inbound telephony for statutory health insurance with at least 400,000 calls per year
- Professional liability insurance of min. €5 million per claim
Certifications
- ISO 9001:2025 or equivalent certification
Requirements may be incomplete.
Award Criteria
Lot 1
Buyer
Name
Location
Bremen, DEU
Website
Identifier
Betriebsnr. 20156168
Activity
Health
Lots (1)
LOT-0001
Call Center Inbound Services Outsourcing
Provision of inbound call center services for BKK firmus, including first level support with minimum case closure rates (75% until 12/2026, 60% thereafter), handling calls from insured persons, employers, and others. Services to be performed using the BKK firmus system 21c.
Location
Duration
Category
Award Criteria
Deadline
Award details
30 %
70 % für über die Mindestanforderungen hinausgehende angebotene Qualitäten
Additional CPV codes
Value note
Show original TED data
Original lot title
Vergabe von Call-Center Leistungen Inbound (Auslagerung von Callvolumen)
Original TED description
Siehe hierzu unter Abschnitt 2.1. Ergänzung zu den Zuschlagskriterien laut 5.1.10: Es werden verschiedene, im Einzelnen benannte Preise und Qualitäten gewertet. In diesem Zusammenhang haben die Bieter mit ihren Angeboten u.a. bestimmte Konzepte vorzulegen. Nähere Einzelheiten zu den Zuschlagskriterien sowie zur Vorgehensweise bei der Wertung werden der Aufforderung zur Angebotsabgabe zu entnehmen sein.
Procurement Details
- Publication date
- 21 Jun 2026
- Languages
- German
Reference metadata
- Legal basis
- 32014L0024
Reference IDs
- Tender ID
- 427654-2026
Documents (1)
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Opportunity Score
Why this score?
Opportunity
45 / 100
Complexity
70 / 100
Risk factors
No estimated contract value or budget is provided. Bidders cannot assess financial attractiveness or resource commitmen...
Only 16 days from publication to deadline (July 7). This may be insufficient to prepare a comprehensive bid, especially...
Deep Portfolio Analysis
Uses:
- Description
- Industries & Services
- Capabilities
- Market & Experience
- Certifications