Call centre services contract for communicating with insured persons about care contracts

Summary

AOK Bayern is procuring call centre services to contact and support insured persons in connection with care contracts and structured treatment programmes. The work includes, among other things, reminders about medical appointments, information about programme participation, and documentation and reporting of call outcomes. Forecast contact volumes are 180,000 insured persons in 2027, 200,000 in 2028, 220,000 in 2029 and 240,000 in 2030; the assumed call duration is 3 minutes. The maximum framework agreement value is EUR 4,144,000, and the contract may run for up to 4 years including extensions, ending no later than 31 December 2030.