Germany – Health services – Call-Center Leistungen Inbound (Auslagerung von Callvolumen)
Opportunity Score
Confidence: 60%
Complexity: medium
20 days
Deadline
services
Contract
Deep Portfolio Analysis
- Company fit score
- Missing certificates
- Eligibility blockers
- Bid / No-Bid recommendation
AI Analysis Summary
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.
Strengths
Documents available
Open procedure
Medium complexity
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
- Minimum 4 years of experience in inbound telephony for statutory health insurance, with an annual call volume of at least 400,000 calls.
- Valid ISO 9001:2025 certification (or equivalent).
- Liability insurance of at least €5 million per claim.
Buyer
Name
BKK firmus
Location
Bremen, DEU
Website
Identifier
Betriebsnr. 20156168
Lots (1)
Provision of inbound call center services for BKK firmus, including first-level support, with a minimum call resolution rate of 75% until 31.12.2026 and 60% thereafter using the BKK firmus 21c system. The service must be available 24/7. Bidders must submit concepts for price and quality evaluation.
Procurement Details
Publication
08 Jun 2026
Deadline
07 Jul 2026, 10:00
Procedure
open
Contract
services
Duration
2 YEAR
Language
DEU
Publication #
393136-2026
Classification
Performance: Germany
Documents (2)
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Opportunity Score
Confidence: 60%
Complexity: medium
20 days
Deadline
services
Contract
Deep Portfolio Analysis
- Company fit score
- Missing certificates
- Eligibility blockers
- Bid / No-Bid recommendation