Call for tenders' details
Status
Submission date
16/05/2019
Answer date
20/05/2019
Language
Status
Answered
Question details
Subject
Annex 2 - Technical Specificatons / 4.1.1./4.1.2
Question
Can you quantify the amounts of incoming and outgoing telephone calls, faxes and emails? Does this also include handling bounced calls? What are the amounts of bounced calls? What is the process for bounced calls? (until what level do you have to try to make a connection with a Europol employee?
Answer
20/05/2019
Please note this is just an indication. An estimation of the total amount of telephone calls (incoming and outgoing) is 500 - 700 calls / month. Faxes: 4 - 6 faxes / month; E-mails (for all the services provided, including processing PR items requests from Europol via Gift Form): 10 - 20 e-mails / day (at reception desk and plaza desk alltogether) and 20 - 30 emails for the teamleader. The receptionist will connect the incoming calls from external requester with a Europol staff only if the external requester mentions the name of the Europol staff/contractors. If the contact person(s) from Europol cannot be reached, the requester is asked to call again later and/or the receptionist can send an email to the Europol contact person informing on the missed call (only if the requester expresses this wish). At this moment we do not use bounced calls, but we do not exclude a possible future implementation of such service, if it will be needed.