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

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

Awarded Contract award

Key facts

Winner
Telia Eesti AS
Awarded 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 3 weeks ago
Notice number
586015-2026
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  1. Published
  2. Awarded pending

Summary

Machine-generated summary

The Estonian Tax and Customs Board (MTA) is buying a call centre full solution for the period 14.08.2026 to 31.07.2029. The service covers handling inbound and outbound calls, emails and SMS notifications, including mass notifications by call and/or SMS. The call centre is topic-based, with separate info lines and queues, and agents work across Estonia in shifts. Opening hours are Mon-Thu 9.00-16.30 and Fri 9.00-15.30. Up to 300,000 customers are served per year, with 13,000-50,000 calls per month. The contract was awarded to Telia Eesti AS for EUR 110,000. The buyer is Riigi Tugiteenuste Keskus.

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) 3 weeks ago

View the official notice

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Avg. open tender · Business services
€24,563,668
5,753 open across Europe right now
Buyer track record on Aperlena
445 notices tracked · 219 awarded
€33,491,789 in awarded contracts

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