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Call Center Inbound Services Outsourcing

BKK firmus·Bremen, Germany·Expired · Jul 07, 2026·Open·Services
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Titre original de l'avis

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

45/100

Score d'opportunité

Needs reviewHigh complexity
ServicesExpired
Pourquoi ce score ?

Opportunité

45 / 100

Complexité

70 / 100

Facteurs de risque

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...

Analyse approfondie du portefeuille

Analyse approfondie de l'adéquation entreprise

Utilise:

  • Description
  • Industries & Services
  • Capabilities
  • Market & Experience
  • Certifications

Informations clés

Pouvoir adjudicateur
BKK firmus
Pays
Allemagne
CPV
85100000 - Health services +1 autres
Date limite
Jul 07, 2026

Aperçu

Moderate opportunity

Faits clés

  • 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
Afficher le résumé complet

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.

Risques

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...

L'analyse peut être incomplète

Seule une partie des documents de consultation a été analysée. Des exigences, certificats ou documents de soumission supplémentaires peuvent exister dans les documents restants.

Exigences clés

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

Les exigences peuvent être incomplètes.

Critères d'attribution

Lot 1

Price 30% — 30%Quality 70% — 70%

Acheteur

Localisation

Bremen, DEU

Identifiant

Betriebsnr. 20156168

Activité

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.

ServicesEU fundedElectronic submissionSME suitable

Localisation

DE501, Germany

Durée

Sep 2026

Catégorie

Health services

Critères d'attribution

Best price-quality ratio

Date limite

Expired Jul 07, 2026

Détails de la procédure

Date de publication
21 Jun 2026
Langues
German

Métadonnées de référence

Base juridique
32014L0024

Identifiants de référence

ID de l'appel d'offres
427654-2026

Documents (1)

Document de consultation 1

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