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Estonia - Call Center Services - Call Center Service Purchase for the Estonian 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
486142-2026
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  1. Published
  2. Deadline open for 15 days
  3. Awarded pending

Summary

Machine-generated summary

The Estonian Tax and Customs Board (MTA) is procuring a comprehensive call center solution to manage incoming and outgoing calls, emails, and SMS notifications, including mass notifications via call or SMS. The service period runs from August 14, 2026, to July 31, 2029. The system must be topic-based, routing calls to specific queues served by designated agent groups. Agents will work across Estonia in shifts, either in dedicated rooms or at their own workstations. The call center operates Monday to Thursday and Friday with shorter hours, serving up to 300,000 clients annually with up to 1,500 simultaneous contacts. Bidding conditions are in the tender 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 29, 2026, 00:00
    • Estimated value: Set to €110,000

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Market context

Avg. open tender · Business services
€23,872,381
5,856 open across Europe right now 100% below sector average
Buyer track record on Aperlena
445 notices tracked · 219 awarded
€33,491,789 in awarded contracts

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