Here is the most important information for the provider, based on the provided documents: # Procurement Object * What is being purchased: External customer service center services. * Key technical requirements: * Answering incoming calls, making outgoing calls, callbacks, registering information in systems. * Service Level Agreement (SLA): At least 80% of incoming calls answered within 20 seconds. * Missed calls: Cannot exceed 5% per week. * First Contact Resolution (FCR): At least 85% of…
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