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Market for handling calls 24/7 and customer contacts - EU tenders
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Market for handling calls 24/7 and customer contacts

Overview
  • Published
    24/04/2024
  • Deadline
    24/05/2024
  • Opening of tenders
    03/06/2024
  • Awarded
    03/10/2024
  • Today
    18/09/2026
Status
Awarded
Type of contract
Services
Subject for Renewal
Yes
Buyer
OPAC Saône & Loire
Place of performance
NUTS code: Not available
Location of buyer
NUTS code: FRC13 Saône-et-Loire
Business sector (Main CPV)
79512000 Call centre
Total estimated contract value (excluding VAT)
2,750,450.00 EUR
Total final contract value (excluding VAT)
2,801,680.20 EUR
Procedure details
Tender reference number
20240010
Description

OPAC Saône et Loire wants an outsourced telephone call center 24 hours a day, 7 days a week so that our customers/prospects can be listened to, accompanied and have quick answers. The telephone channel is always and mostly used by our customers/prospects. The Call Centre aims to contribute to customer satisfaction, loyalty and success by: - The management of the customer relationship and prospects via our dedicated phone number and our different sales numbers and their treatment. - The management of incoming e-mail requests on our customer e-mail address and requests from Marketplaces. - Management of requests from the OPAC website S&L - Outgoing call campaigns such as outgoing calls Recovery

Submission Method
Electronic via:
https://www.marches-publics.info/mpiaws/index.cfm?fuseaction=demat.termes&IDM=1454642
Tenders may be submitted
Electronic submission: required
https://www.marches-publics.info/mpiaws/index.cfm?fuseaction=demat.termes&IDM=1454642
Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The procurement involves the establishment of a framework agreement
Conditions for opening tenders (date)
03/06/2024 12:00
Place of performance
Not available
CPV code

79512000 - Call centre

64000000 - Postal and telecommunications services

79300000 - Market and economic research; polling and statistics

64200000 - Telecommunications services

79340000 - Advertising and marketing services

79342000 - Marketing services

Award method
Criterion:
Type: quality
Description: Gestion des compétences
Weight (percentage, exact): 20
Criterion:
Type: quality
Description: Technique et organisationnel
Weight (percentage, exact): 15
Criterion:
Type: quality
Description: Traitement opérationnel
Weight (percentage, exact): 15
Criterion:
Type: cost
Description: Prix
Weight (percentage, exact): 50
Estimated value
2,750,450.00 EUR
Final contracted value
2,801,680.20 EUR
Award of contract
Official name: WEBHELP SAS
Postal address:
Town: Paris 17
Postal code: 75017
Country:
Documents
Prior information
Contract
Award
Footnote - legal notice

This content published on this page is meant purely as an additional service and has no legal effect. The Union's institutions do not assume any liability for its contents. The official versions of the relevant tendering notices are those published in the Supplement of Official Journal of the European Union and available in TED. Those official texts are directly accessible through the links embedded in this page. For more information please see Public Procurement Explainability and Liability notice.