Dialogmanagement und Kundenservice

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The core services of the contract listed below, in particular the operational handling of communication channels in dialogue management (e.g. inbound and outbound communication) as well as customer service, are subject to the self-performance requirement. A full 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 areas of dialogue management and customer service. The service areas are defined as follows: Dialogue management Dialogue management comprises the active approach to customers and customer retention through proactive, campaign-based and cross-channel communication measures. - independent active contacting of customers and case-closing responses to customer enquiries within the conversations via the communication channels defined by the contracting authority, based on information sources provided by the contracting authority, in particular the content of the company website, question-and-answer catalogues, call scripts, text modules as well as training and onboarding concepts; - proactive customer contact (outbound telephony) and the measures required…

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