Germany - Call Center

Description

Case closing processing of customer / interested parties' requests in German language and in writing using the AG's energy-related IT systems in the sectors electricity, gas, water, sewage and district heating as well as non-commodity
With an annual turnover of around EUR 3 billion, enercity AG is one of the largest municipal energy suppliers in Germany. Under the umbrella brand "enercity - positive energie" it offers electricity, natural gas, water and district heating as well as energy-related services. Around 700,000 people in Germany use the products of enercity. enercity AG is an energy supply company that provides basic services in Hanover as well as nationwide customers. In this context, the legal basis for day-to-day business is the German Energy Industry Act (EnWG) and the Ordinance on the Basic Supply of Electricity (StromGVV) and Gas (GasGVV). enercity AG is looking for a qualified service company which is to take over customer service tasks as of 1 January 2021 with an upstream implementation phase.The scope of duties includes the prompt, high-quality, case-closing processing of customer/interested parties' requests in German language and in writing using the energy IT systems of enercity AG, currently based on SAP IS-U ERP 6.0 with EHP7 in the sectors electricity, gas, water, waste water and district heating as well as non-commodity. This also includes support for product and sales campaigns. In addition, it is important to advise interested parties on existing products and to win them as new customers. The targeted offering of new products as well as the possibility of cross-selling should be used in every customer contact. In addition, last call customers must be identified and outbound calls made with the help of retention measures. The processing is carried out using the contact media telephone, letter, fax, e-mail, chat and social media, which are used in the inbound and outbound. In detail: The tasks to be assigned include the standard customer business as well as product and sales campaigns and are processed using all the contact media mentioned. The selection and provision of the tasks to be assigned is carried out by enercity AG. The following processes are among others within the scope of the order provision:- Entering and changing master data, meter readings, bank data;- Explaining and processing customer accounts;- Creating and explaining invoices and invoice corrections;- Carrying out and explaining the processing of requests for reminders, deferrals and instalment contracts;- Processing and changing the start and end of delivery;- Processing relocations;- Processing of mail returns;- Processing of clerk templates from data exchange between sales and network systems, market communication processes;- Processing of customer complaints;- Opt-in generation;- Telephone and personal conclusion of contracts and acquisition of commodity;- Support of product and sales campaigns, commodity and non-commodity incl. Answering general questions about the group;- Outbound telephony within the scope of sales campaigns (e.g., customer complaints);- Telephone and personal contract conclusion and acquisition of commodities;- Support of product and sales campaigns outbound telephony within the scope of sales campaigns (e.g. product marketing, customer recovery and new customer acquisition);- outbound telephony for the purpose of research and clarification of facts;- answers to questions on non-commodity with a technical background. installation and use of photovoltaic systems (tenant electricity) and topics relating to electromobility, smart homes, complete heating solutions in the course of the market area conversion and intelligent measuring equipment, and to provide comprehensive advice with the help of a high level of technical understanding and, if necessary, to refer complex topics to the relevant technical project management team.The order volume for commodity comprises approximately 205,000 business transactions (+/- 50%) plus non-commodity business transactions with an order volume of 2,000 (+/- 80%) per year and is not distributed linearly, but may be subject to seasonal and market-driven fluctuations. The annual volume represents an order of magnitude of the order volume according to current estimates and is not binding. Due to the fluctuating order volume, the quantity of transactions to be processed is communicated via a monthly forecast. In this context, the contractor has to ensure that the staffing is always sufficiently dimensioned. The quality of the services to be awarded is measured and evaluated by the customer satisfaction index (KZI) based on the BDEW Service Monitor. In addition, support is provided for complaint management. All customer complaints on commercial and technical matters are to be accepted, documented and processed. Cross-interface communication with all departments involved is necessary to clarify the facts of the case, and the volume of orders is estimated at approx. 3,500 complaints per year. The annual volume represents an order of magnitude of the order volume according to current estimates and is not a binding figure.Another area of responsibility includes the staffing of the Natural Gas Office, the generation of customer letters (mass printing), which are created in the area of customer service, and the postal delivery of printed matter.In the area of the Natural Gas Office, the AG assumes an average of 12,000 customer contacts per month. This figure is an estimate and therefore not binding. Furthermore, it can be assumed that the volume of customer contacts will vary considerably over the service period. A possible indicator for the distribution of the contact volume is the switching dates with the respective quantity structure The order volume for customer letters and envelopes is 300,000 (+/- 80%) per year. The printing of flyers can be up to 1.5 times the size of customer letters. The volumes can be subject to strong fluctuations over the contract period.

Opportunity closing date

17 August 2020

Value of contract

to be confirmed