Framework agreement on the assumption of services for the customer service of private and commercial customers of Stadtwerke Karlsruhe GmbH. This includes: inbound telephony of the customer service hotline and other permanent and temporary hotlines (see service description), outbound telephony: callbacks, research, sales, acquisition, retention and consulting discussions; Back office processing (answering customer inquiries by e-mail/letter/fax/online, processing of clarification cases in the system)

For the period from 01.01.2024 to (maximum) to 31.12.2028, the client writes the

Conclusion of a framework contract for the call center services referred to in II.1.4.

The core task is the provision of customer service for private and commercial customers within the framework of existing customer care, customer loyalty and new customer acquisition.

Currently, a total of 50 employees are deployed in customer service, divided between clients and call service providers. In the future, demand may fluctuate depending on market development, customer numbers and requirements from new processes and projects.

The volume to be delivered to the Contractor is composed as follows:

Inboundtelefonie: ca. 90.000 Calls p.a.

Back office (mails/letters/faxes) 42,000 transactions p.a.

Other processing (clarification cases/online contacts) 23,000 transactions p.a.

Additional volumes may occur with upcoming pricing measures, special promotions, events, introduction of new topics, products and services on a large scale, system changes. If possible, predictable additional quantities are communicated with a lead time of 2-4 weeks.

The 65,000 operations consist of:

42,000 operations Font routing customers

5000 Onlinekontaktanfragen

5500 Onlinetarifwechseln

5500Online Registrations/Cancellations

7000 EOG Klärfälle (Nutzerrecherchen)

Sales / retention campaigns: not plannable

Outbound actions: cannot be planned

Outbound or sales, retention, acquisition or cross-selling campaigns do not currently take place regularly and only to a limited extent.

is a higher volume. The aim is to develop new active communication and consulting services in the future. Corresponding orders are fulfilled with sufficient

Lead time agreed between Client and Contractor.