Organisation and management of a multilingual call centre operating 24/7

Summary

The Brussels on-call medical service is procuring the organisation and management of a multilingual call centre operating 24 hours a day, 7 days a week, for four years. Call handlers will direct callers according to an established protocol, register patient details for medical outposts and home visits, and help coordinate on-call doctors’ routes while limiting patient waiting times and taking language preferences into account. The service will also support improvements to the Brussels on-call service. The procurement comprises one lot.