Overflow handling for telephone exchange
Stichting WIJeindhoven is looking for an overflow service provider to handle incoming calls forwarded via the WIJeindhoven exchange starting from 1 July 2024. This concerns calls for general questions or when local neighborhood contacts are unavailable. The tender is public, without a CPV code, and focuses on a service provider that guarantees continuity, customer orientation, and good communication with the exchange. The supplier must be available 24/7, possess a professional call center system, and be able to route calls to the correct departments. The party is expected to have a clear reporting and quality control procedure and to comply with the privacy and security standards of the Dutch government.
Services · Open · European procedure
01What is being requested
Stichting WIJeindhoven is looking for an overflow service provider to handle incoming calls forwarded via the WIJeindhoven exchange starting from 1 July 2024. This concerns calls for general questions or when local neighborhood contacts are unavailable. The tender is public, without a CPV code, and focuses on a service provider that guarantees continuity, customer orientation, and good communication with the exchange. The supplier must be available 24/7, possess a professional call center system, and be able to route calls to the correct departments. The party is expected to have a clear reporting and quality control procedure and to comply with the privacy and security standards of the Dutch government.
Stichting WIJeindhoven wishes to contract an Overflow (backup) service provider as of 1 July 2024, responsible for receiving and accepting incoming calls that are forwarded from the WIJeindhoven telephone exchange to the contracted party. This applies when the caller selects the 'General questions' option or if calls are not answered by WIJeindhoven (from the neighborhoods) (Overflow).
02Exclusion grounds
- No specific exclusion grounds were extracted. In a European tender, the mandatory and discretionary grounds of art. 2.86/2.87 of the Dutch Procurement Act almost always apply — check the European Single Procurement Document (ESPD).
03Value in context
The contracting authority did not publish an estimated value — common for a large share of contracts. The EU threshold for diensten is € 221.000, for reference.
04Bidders in this segment
05Legal themes that may be relevant here
06Frequently asked questions
What is the core of the assignment for the overflow service provider?
From when must the overflow service be active?
What are the specific scenarios for forwarding calls?
Automatically compiled from the official tender data and documents.
07Estimated value versus the market
€ 400K
€ 856K
€ 2,4 mln
Gegunde waarden in CPV 64 · diensten n=168