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Estonia - Call center services - Purchase of call center services for the Tax and Customs Board

Original Eesti - Kõnekeskusteenused - Kõnekeskuse teenuse ostmine Maksu- ja Tolliametile

Closed Contract notice

Key facts

Closed
Estimated value
€110,000
Buyer
Riigi Tugiteenuste Keskus
Where
Estonia
Procedure
Open procedure Anyone may submit a bid, in one step, with no pre-selection. Full entry Above the EU threshold A contract large enough that EU-wide rules apply and it must be published on TED. Full entry
CPV code The EU's common vocabulary for what is being bought: an eight-digit code every notice carries. Full entry
79512000 Call centre
Original language
Estonian
Source
via TED - Tenders Electronic Daily (Publications Office of the EU), verified 1 month ago
Notice number
480408-2026
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  1. Published
  2. Deadline open for 14 days
  3. Awarded pending

Summary

Machine-generated summary

The Tax and Customs Board (MTA) is seeking a complete call center solution for the period from 14.08.2026 to 31.07.2029. The system must handle incoming and outgoing calls, emails, and SMS notifications, including mass notifications. It is topic-based, routing calls to specific queues served by designated agent groups. Agents will work across Estonia in shifts, sharing workstations. Operating hours are Monday to Thursday 9:00-16:30 and Friday 9:00-15:30. The center serves up to 300,000 clients annually, with 13,000 to 50,000 calls monthly and 1,500 simultaneous contacts at peak times. Grounds for exclusion and qualification conditions are available in the procurement documents.

Description

Maksu- ja Tolliamet (MTA) soovib perioodiks 14.08.2026-31.07.2029 hankida kõnekeskuse terviklahenduse, mis võimaldab hallata sisenevaid ja väljuvaid kõnesid, e-kirju ning SMS-teavitusi, sh massteavitust kõne ja/või SMS-i kaudu. Kõnekeskus on teemapõhine: igal teemal on eraldi infoliin, millele saabunud kõned suunatakse vastavasse järjekorda. Iga järjekorda teenindab kindel agentide grupp; agendid võivad kuuluda mitmesse gruppi korraga. Agendid töötavad üle Eesti, kas eraldi kõnekeskuse ruumides või oma töökohal. Töö toimub vahetustes, mistõttu sama töökohta kasutab ajagraafiku alusel mitu agenti. Kõnekeskuse tööaeg on E-N kl 9.00-16.30 ja R kl 9.00-15.30. Aastas teenindatakse kuni 300 000 klienti; kõnede maht ühes kuus jääb vahemikku 13 000-50 000. Tipphetkedel võib samaaegselt ühendust võtta ligikaudu 1500 klienti. / Kõrvaldamise alused ja kvalifitseerimistingimused: Vaata hanke alusdokumentidest

Official source

Source: TED - Tenders Electronic Daily (Publications Office of the EU)

Always verify details on the official notice.

Last verified against TED - Tenders Electronic Daily (Publications Office of the EU) 1 month ago

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  1. Act now
    • Status: Now marked as Closed
    • Estimated value: Set to €110,000
    • Submission deadline: Moved 1 day EARLIER: now July 27, 2026, 00:00
    • Estimated value: Set to €110,000

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Market context

Avg. open tender · Business services
€23,901,102
5,837 open across Europe right now 100% below sector average
Buyer track record on Aperlena
441 notices tracked · 216 awarded
€32,337,477 in awarded contracts

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