Outbound calling for amicable debt recovery from companies

Summary

The contract covers amicable recovery of debts from companies within Malakoff Humanis’s retirement business through outbound calls. The contractor will act as an operational extension of the buyer’s collections service: handling first and intermediate reminders and cases still unpaid after a formal demand, checking and analysing files, calling companies, negotiating payment within authorised limits, and recording all actions in accordance with the buyer’s procedures and systems. Prices are per file, not per minute; estimated monthly volumes are approximately 2,000 R1/R2 files and 1,500 R3 files. These volumes are not contractually guaranteed. This is a single-supplier framework agreement with orders. There is no minimum volume or value; the maximum total value over the contract term is EUR 1,200,000 excluding VAT. The initial term is 12 months, with three possible 12-month extensions, for a maximum total term of 48 months. Services must be delivered from the contractor’s premises in mainland France. The submission deadline is 30 October 2026 at 12:00 Paris time, and bids must remain valid for six months. The contractor must organise mobilisation, staff preparation and training, service management, quality control, reporting and continuous improvement. Performance targets include processing 100% of files within the buyer’s deadline, a contact rate above 40% of attempted calls, and a success rate above 50% of connected calls; customer-conversation and procedure-compliance quality targets are generally 95% or higher. The contract provides for financial penalties when targets or deadlines are missed. Bids are evaluated on technical quality (50 points), price (30 points), and social and environmental measures applied to the contract (20 points). Bids must be submitted electronically in French or with a French translation, and in euros.