AwardedServicesEuropeanOpen
Outsourcing of voice customer contact handling
CAK · Open · 1 lots · 371276
5
5 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
79342320
Estimated value
€ 12M
estimated
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
4 criteria
Assess manuallyconfidence high
The CAK is looking for a contractor for the outsourcing of voice customer contact for the WMO and WLZ schemes. The assignment will be executed via a framework agreement with a focus on quality, accessibility, and scalability.
Services · Open · European procedure
EuropeanComplete timeline
CharacteristicsCPV 79ServicesEU tender
01What is being requested
Outsourcing of the voice activities for the WMO and WLZ schemes. The assignment includes handling telephone customer contact, training employees, and performing quality measurements and coaching. The expected contract value is € 12,150,000 over a maximum duration of 4 years.
The scope of the tender relates to the outsourcing of the voice activities for the WMO and WLZ schemes.
1Outsourcing of voice customer contact handling€12,150,000
02Strategic insight
Strategic insight · AI analysis
When submitting the qualitative part, focus strongly on flexibility and scalability to accommodate peaks in call volume. Ensure a solid plan for implementation and safeguarding continuity. Take into account the partnership approach desired by the CAK.
03Points of attention
Important · 4
The assignment may be extended with a maximum value of € 6,075,000 for peaks.Important
Bidders must proactively report any ambiguities via TenderNed.Important
An entrepreneur may participate in a maximum of one tender as a main contractor or as part of a combination.Important
The standstill period runs up to and including the final award.Important
04Exclusion grounds
Exclusion grounds — consult the ESPD
- No specific exclusion grounds were extracted. In a European tender, the mandatory and discretionary grounds of art. 2.86/2.87 of the Dutch Procurement Act almost always apply — check the European Single Procurement Document (ESPD).
05Award criteria
Award Criterion 1: Implementationmaximaal 200 punten
Assessment of the implementation of the assignment.
Award Criterion 2: safeguarding the requested number of FTEs, the quality and continuity of the servicemaximaal 400 punten
Assessment of the safeguarding of FTEs, quality and continuity.
Award Criterion 3: Flexibility and scalabilitymaximaal 400 punten
Assessment of the flexibility and scalability of the service.
Commercial Award Criterionweight n/a
06Process & timeline
Contract Announcement on TenderNed
19-03-2025
Deadline for questions and/or reporting ambiguities
31-03-2025, 10.00 uur
Publication of Note of Clarifications 1
07-04-2025
Deadline for questions regarding Note of Clarifications 1
14-04-2025, 10.00 uur
Publication of Note of Clarifications 2
17-04-2025
Deadline and time for submitting Tenders
29-04-2025, 10.00 uur
Opening of Tenders
29-04-2025, na 10.05 uur
Award decision and requesting supporting documents
05-06-2025
Deadline for submitting supporting documents
12-06-2025
Standstill period
20 kalenderdagen na dagtekening
Award
26-06-2025
Start date Framework Agreement
01-10-2025
07Value in context
€12,150,000
08Bidders in this segment
#Likely bidderFitWins
1Randstad Uitzendbureau b.v.SME88135×
2Brunel Nederland B.V.SME8444×
3Global Talk Netherlands B.V.SME8326×
4Freep.nlUnknown8337×
5Bstaffing B.V.SME8236×
6Flynth Audit B.V.SME8227×
09Tender documents
TN516875 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20250723212114pdfJul 25, 2025 · 9 KB
Nota van Inlichtingen 2xlsxApr 17, 2025 · 22 KB
Bijlage 8 - Indicatie uren 2026 v1.1xlsxApr 7, 2025 · 124 KB
Bijlage 7 - Voorbeeld rolling forecast v1.1xlsxApr 7, 2025 · 2801 KB
Nota van Inlichtingen 1xlsxApr 7, 2025 · 55 KB
Bijlage 5 - ARVODI-2018pdfMar 19, 2025 · 360 KB
Bijlage 13 - KlanttevredenheidsonderzoekpdfMar 19, 2025 · 272 KB
Bijlage 17 - Uitwerking Gunningscriterium 3docxMar 19, 2025 · 21 KB
TN516875 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20250317163342pdfMar 19, 2025 · 8 KB
Bijlage 3 - Concept Verwerkersovereenkomst EA uitbesteding afhandeling voice klantcontact 1.0 (1)pdfMar 19, 2025 · 750 KB
Bijlage 14 - Uniform Europees AanbestedingsdocumentpdfMar 19, 2025 · 1559 KB
Bijlage 6 - Hoe overleef ik een hacker-spreadpdfMar 19, 2025 · 1018 KB
10Frequently asked questions
What is the scope of the outsourced voice activities?
The scope of the assignment relates to the outsourcing of the voice activities for the WMO and WLZ schemes.
Which information security standards apply?
The Baseline Informatiebeveiliging Overheid (BIO) is fully structured according to NEN-ISO/IEC 27001:2017, Annex A and NEN-ISO/IEC 27002:2017.
Are there revision clauses included in the agreement?
The tender includes revision clauses with a value of 50% of the contract value.
Automatically compiled from the official tender data and documents.
11Estimated value versus the market
p25
€ 200K
€ 200K
median
€ 640K
€ 640K
p75
€ 3,0 mln
€ 3,0 mln
€ 12 mln
Gegunde waarden in CPV 79 · diensten n=4949