Dialogmanagement und Kundenservice

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The core services of the contract listed below, in particular the operational support of the communication channels in call management (e.g. inbound and outbound communication) as well as customer service, are subject to the obligation of self-performance. A complete transfer of these services to subcontractors is not permitted. Definition of core service: The core services within the meaning of this contract include in particular the service areas of call management and customer service. The service areas are defined as follows: Call management Call management includes active customer outreach and customer retention through proactive, campaign-related and cross-channel communication measures. - independent active customer contact and case-closing responses to customer inquiries during the conversations via the communication channels defined by the contracting authority on the basis of the information sources provided by the contracting authority, in particular the contents of the company website, question-and-answer catalogues, conversation guides, text modules as well as training and onboarding concepts; - proactive customer contact (outbound telephone calls) and the…

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