Call for tenders' details

Title:
General helpdesk services.
Contracting authority:
European Court of Auditors (ECA)
TED publication date:
25/11/2017
Time limit for receipt of tenders:
19/01/2018
Status:
Closed
Status
29/11/2017
01/12/2017
English (en)
Question details
Call Center
a. Is it possible to know the number of services that were requested via mail, telephone and "face-to-face", respectivelly? b. Is it possible to know the average duration of the calls? Thanks.
01/12/2017
a. We would like to draw your attention to the fact that the scope of the services under the current call for tenders (AO 631) and KPI have changed. However, for the current contract, on the base of the available data, the distribution of calls was the following: 41.7% received by mail 54.9% received by phone 3.4% face to face b. The average duration of a phone call is of 3.5 minutes The average duration of a phone call is of 3.5 minutes