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The project “EU Support for the Development of Serbia’s Internal Market” is launching a tender for a call centre aimed at implementing a virtual call centre for consumer protection offices in Serbia. The project aims to centralise consumer enquiries by providing a single contact number for all offices while ensuring regional accessibility. The system will enable efficient call routing, automated information menus, and specialised operator support for different topics. It will also include features such as call recording, real-time workload monitoring, and consumer satisfaction tracking. The implementation will leverage VoIP technology and digital solutions to enhance efficiency, reduce workload disparities among offices, and improve service quality for consumers.

Reference Number: 20250319/EUforIM/call centre

  1. Contracting Authority:

Regional Development Agency Senec – Pezinok

Prazska 27, 811 04 Bratislava, Slovakia

Organization No: 36 065 781

Implementing project:

Project:                      EU Support for Internal Market

Project No:                  CRIS 2023/445-054

Office address:            Terazije 28, Belgrade

Tel:                              +381 62 8340 230

Email:                          ivan.majercak@eu4imserbia.eu

 

  1. Purpose of the Contract:

The Contracting Authority seeks to procure CALL CENTRE software services for the operation of the Serbian National Consumer Protection Helpline within the scope of the EU-funded project “EU for Internal Market in Serbia”. The service shall be provided for a one-year piloting period, and if successful, the provider shall ensure prolongation of services.

  1. Description of Services:

The selected contractor will be required to:

  • Provide a virtual call centre solution supporting up to 30 users, with the potential to scale up to 100 users.
  • Ensure integration with a Serbian landline number, enabling nationwide consumer access.
  • Offer flexible operator connectivity, including VoIP on computers, mobile applications, and GSM in emergency situations.
  • Implement a customizable voice tree and advanced call distribution features, including geographic and subject-based routing.
  • Support AI-assisted call management as an optional enhancement.
  • Enable customer-centric functionalities, such as callback options and call quality evaluation.
  • Provide call recording and archiving compliant with data protection laws.
  • Offer comprehensive reporting and statistics.
  • Provide comprehensive training for call centre operators and administrators to ensure effective system usage and customer service operations.
  • Ensure compliance with recommended standard call centre functionalities, including:
    • Customizable operator queues for efficient call routing.
    • Configurable call forwarding (sequential or simultaneous redirection).
    • Missed call tracking and automated callback pairing.
    • Custom announcements and hold music.
    • Voicemail system with email notifications.
    • Real-time queue visualization and call logs.
    • Import/export of contacts and call logs in common formats (xls, csv, ods, etc.).
    • Multiple scheduling options for working and non-working hours.
  1. Contract Value:

The estimated annual value of the contract is less than EUR 10,000 (VAT excluded).

  1. Eligibility Criteria:

Bidders must meet the following requirements:

  • Be a registered legal entity with a headquarters, branch, or business partner in Serbia.
  • Have at least three years of experience operating virtual call centres.
  • Ensure 24/7 operational capacity.
  • Possess the necessary technical infrastructure for call centre operations.
  • Comply with applicable data protection laws.
  1. Procurement Procedure:

This procurement will follow the EU PRAG for contracts under EUR 10 000. Interested parties are invited to submit offers.

  1. Bid Evaluation Criteria:

Offers will be evaluated based on the following criteria:

  • Price (50%)
  • Quality and scope of offered services (30%)
  • Supplier references and experience (20%)
  1. Submission Instructions:

Offers must be submitted by 7.4.2025 via email to ivan.majercak@eu4imserbia.eu. Ensure that all documents are in PDF format and attachments do not exceed the size limit of 10 MB.

  1. Contract Implementation Period:

The contract shall be valid for one year as a pilot phase, with the option for prolongation based on performance.

  1. Notification of Results:

All tenderers will be notified of the results of the procurement procedure in writing by email. Unsuccessful tenderers may request additional feedback within 10 days of receiving their notification.

  1. Additional Information:

Any questions or requests for clarification should be submitted in writing to ivan.majercak@eu4imserbia.eu by 28.03.2025.

  1. Disclaimer: This procurement notice does not constitute a commitment to award a contract. The Contracting Authority reserves the right to cancel the procurement procedure without prior notice.

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