Procurement of call center services for the Estonian Tax and Customs Board
About This Opportunity
This is a services contract in the general supplies sector, with a focus on General Supplies. Located in Estonia, Europe, this opportunity is open to firms and consortiums, with an estimated budget of EUR 110,000. Proposals must be submitted before July 20, 2026.
Published through TED - Tenders Electronic Daily (EU), a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for services in the general supplies sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. Interested parties should review the full documentation on the original source before submitting their proposal.
Description
Original language: etMaksu- 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
Data provenance
This notice is sourced from TED - Tenders Electronic Daily (EU) and was originally published on June 18, 2026. Last refreshed 1 day ago. Original language: et. BidsFactory mirrors official procurement notices and links back to the source for full legal text.
About Riigi Tugiteenuste Keskus
Riigi Tugiteenuste Keskus has issued 194 procurement notices on BidsFactory, including 20 currently open and 95 awarded contracts. Activity concentrates in General Supplies & Services, Research & Innovation, and Agriculture & Food Security. All notices are published for Estonia. Notices are distributed via TED - Tenders Electronic Daily (EU). Most recent publication: June 18, 2026.
Frequently asked questions about this tender
What type of contract is this?
This is a Services contract in the General Supplies & Services sector. The classification helps bidders match the opportunity to their qualifications and registered scope of supply.
What is the estimated budget?
The estimated contract value is €110,000 - €110,000. Bidders should ensure their proposals are consistent with this range and account for any local taxes and contract execution costs.
Where will the contract be performed?
The contract is for delivery in Estonia. Foreign bidders should review local registration, taxation, and any in-country presence requirements before submitting.
How can I submit a bid?
Visit TED - Tenders Electronic Daily (EU) to access the full notice, required documents, and submission instructions provided by the contracting authority.
When does this tender close?
The submission deadline is July 20, 2026. You have 24 days left to prepare and submit your proposal to the contracting authority.
Who is the contracting authority?
This notice was issued by Riigi Tugiteenuste Keskus in Estonia. The authority is responsible for evaluating bids, awarding the contract, and managing performance.
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