Here is the key information for the supplier regarding the procurement:

Procurement Object

• What is being purchased: External call center services.
• Key requirements:
  • Customer consulting, management of inbound/outbound calls, and registration of information in the Buyer’s systems.
  • SLA metrics: at least 80% of inbound calls must be answered within 20 seconds.
  • Quality assessment: at least 85% of customers must rate the service positively (4–5 points).
  • Systems: mandatory 99.5%…
     
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