The subject of the Order is the provision of hotline services (responses to inquiries and complaints from customers and potential customers).

1. The subject of the Order is the provision of hotline services (responses to inquiries and complaints from customers and potential customers). The service will be carried out using the Employer's IT systems on business days from 07:00 to 20:00 in the average monthly number of connections expected at about 85,000.

2. Average talk time estimated at about 330-390 seconds.

3. The estimated average number of monthly telephone hotlines, estimated based on its service in 2018 is 85,000 (in words: eighty-five thousand) +/- 25%. The number of incoming calls forwarded to support depends on the number of calls received in a given month, which the Purchaser has no influence on. The Contractor should have a team that allows answering at least 105,000 telephones per month, while maintaining the Key Indicators set out in Annex 9 to the Agreement.