Community restricted procedure, pursuant to art. 61 of Legislative Decree no. 50/2016 and subsequent amendments.m.i., for the assignment of Inbound and Outbound Contact Center services to support the data collection of Istat surveys. In particular, the Inbound service provides first-level assistance for requests of a different nature, thematic and non-thematic to users involved in Istat surveys / surveys. The service is multi-channel and users can access it via telephone channel, web chat, e-mail, PEC. The Outbound service supports surveys with reminder and reminder activities to non-respondents, follow-up activities, support for filling out short questionnaires.

supply are Inbound and Outbound Contact Center services to support the data collection of Istat surveys. In particular, the Inbound service provides first-level assistance for requests of a different nature, thematic and non-thematic to users involved in Istat surveys / surveys. The service is multi-channel and users can access it via telephone channel, web chat, e-mail, PEC. The Outbound service supports surveys with reminder and reminder activities to non-respondents, follow-up activities, support for filling out short questionnaires.

The implementation of the Inbound and Outbound Contact Center services in question will include the following activities:

• Reception and management of incoming telephone contacts to respond to requests for information and assistance from users;

• Reception and management of contacts received through e-mail boxes or PEC of Istat;

• Reception and management of contacts received via web chat;

• Management of outgoing telephone contacts for reminders and reminders, follow-up activities and compilation assistance;

• Send outgoing sms for reminder and reminder activities.

For the provision of the aforementioned activities, the following connected and instrumental services are required:

• Operator stations in accordance with the management of Inbound and Outbound activities;

• Automatic access and reception system active 24 hours;

• Request management system (trouble ticketing);

• Knowledge Base System;

• Implementation of customized contact cards for outbound activities;

• Resource training activities;

• the organization of all Istat trainings carried out as part of the permanent census surveys, including those aimed at users other than the Contact Center staff;

• Real near time service monitoring system;

• Production and supply of reports and microdata files and other reports;

• Integration with other suppliers and other external systems;

• Integration between Inbound and Outbound services;

• Supply at the request of the respondents, of the material necessary to participate in the surveys;

• Emergency management.