Clarification of the facts by telephone Text automatically translated in your browsing language Automatically translated

The contribution service advertises the execution of telephone clarifications of facts (outbound) with potential contributors in the non-private sector as well as the subsequent necessary processing of the data records by the future contractor. The processing takes place in an online application provided by the Contribution Service on the Contractor's premises using the Contractor's technical facilities and workstation equipment. It is intended to conclude a contract with the most economical bidder with a fixed term until 31.12.2027, which is expected to start on 01.07.2025. In addition, the Contribution Service is given the opportunity to renew the contract five times (at the same conditions) for six months at a time until 30.06.2030 at the latest (plus an extension of another 3 months in the event of a delay in the subsequent award procedure). The Contribution Service is not obliged to exercise the aforementioned renewal options. The exact start of the qualification of the contractor's staff for the clarification of the facts by telephone shall be agreed between the contracting parties. The qualification is expected to take a total of 4 weeks and must be completed by the beginning of the contract or the beginning of the service provision. The time window for the clarification of the facts by telephone is limited to 8:00 a.m. - 7:00 p.m. from Monday to Friday and takes place via the contractor's telephone system. The electronic mail baskets and the applications for processing the processes can generally be used Monday to Friday from 6 a.m. to 7 p.m. The following technical requirements shall be taken into account: The hosting of the IT application for the contribution collection takes place in the data center of the contribution service at the location Cologne-Bocklemünd. The deployment of the applications to the contractor is realized using Citrix terminal server technology. For the communication connection between the contractor and the contribution service, applicants must offer the necessary data lines with a minimum speed of 10 Mbps (Ethernet 10 MBit/s) per 60 employees in active sessions in the context of this procurement procedure and, in the event of an award, must make them available at the beginning of the service provision via a provider of their choice. It should be noted that the Contribution Service can connect a point-to-point Ethernet connection (Ethernet leased line) to the Contribution Service via a provider selected by the Contractor, without any connection to the Internet. The connection of the data lines takes place internally in the contribution service at two locations. Both transfer points are located on the WDR site in 50829 Cologne-Bocklemünd, Freimersdorfer Weg 6. The contribution service places high demands on the qualifications of the employees employed by the contractor. At least a general commercial training or a comparable qualification for all employees employed by the contractor for the services advertised here is required. The following are recognised as comparable qualifications: - Administrative assistants - Lawyers - Medical assistants with a commercial focus - Hotel specialists - Retail clerk (but not retail salesperson) - All university and technical college degrees + commercial professional experience of more than 2 years - Abitur + at least 3 years of professional experience in the commercial field - Call center agent in inbound and outbound with a commercial focus Furthermore, very good and fluent knowledge of the German language in spoken and written form is required. It is mandatory to comply with the language level C1 according to the Common European Framework of Reference for Languages. The contribution service advertises the following planned quantities: - 2nd half of 2025: 75,000 records, - 2026: 150,000 records - 2027: 150,000 records - 2028: 150,000 records - 2029: 150,000 datasets - 2030 (1st-3rd quarter): 112,500 records The Contribution Service guarantees the Contractor the following minimum quantities: 1. For the fixed term: 190 thousand records, 2. for the total renewal options: a total of 210 thousand records (Note: if not all extension options are drawn, the amount will be reduced accordingly). The contribution service advertises the following maximum amounts: 1. For the fixed term: 560 thousand records, 2. for the total renewal options: a total of 620 thousand records (Note: if not all extension options are drawn, the amount will be reduced accordingly). When the maximum quantity is reached, the contract ends. There are the following specificities that the contractor must take into account: - The contractor will receive all the tasks to be processed in the next month at the end of each month. - The task quantity of the year to be processed is divided into the months as follows: 8% in January and February and from July to December and 9% from March to June. - In December, due to the limited telephone availability in the second half of the month, a telephone clarification of the facts takes place exclusively in the first two weeks. The Contribution Service will inform the contractor in November of the expected amount of data records that will be made available to the contractor in the following calendar year in the form of a still non-binding forecast. At the end of each month, the contractor receives the order for the actual quantities of transactions for the following month. The contractor is obliged to accept the commissioned transactions in full and to process them properly. Further details on the services advertised and on the other requirements and minimum requirements of the contribution service can be found in the procurement documents (in particular the tender specifications). Text automatically translated in your browsing language Automatically translated

79512000 - Call centre