INPI has awarded a €61.7M call centre support contract to Teletech International

INPI, a body governed by public law responsible for general public services in France, has awarded a contract for reinforcement services for the INPI Customer Relations Centre (Prestations de renfort du Centre de relations clients de l'INPI) to Teletech International. The awarded value of the contract is €61,745,010.96, covering call centre services for handling requests related to the one-stop shop for business formalities (guichet unique des formalités d'entreprises), with a duration of 6 years. The contract was awarded following an open procedure under the standard regime, governed by EU Directive 2014/24/EU.

Introduction

INPI, a body governed by public law operating in general public services, has conducted an open procedure for reinforcement services for the INPI Customer Relations Centre. The services cover the handling of requests related to the one-stop shop for business formalities. The contract has an awarded value of €61,745,010.96 and an estimated duration of 6 years. The procurement was conducted under the standard regime, governed by EU Directive 2014/24/EU.

The procurement is not financed with EU funds but is covered by the Government Procurement Agreement (GPA). The evaluation criteria are price (montant de l'offre) and quality (valeur technique de l'offre), each with a weighting of 1 point. Five tenders were received, with a tender range from €61,745,010.96 (lowest admissible) to €79,484,577.10 (highest admissible). One winner was appointed.

Why This Contract Matters

This contract ensures that INPI has access to reliable call centre reinforcement services for handling requests related to the one-stop shop for business formalities.

This contract matters because it:

• Supports Business Formalities: Handles requests related to the one-stop shop for business formalities
• Significant Value: €61,745,010.96 awarded value
• Long-Term Commitment: 6-year duration
• Balanced Evaluation: Price and quality each weighted at 1 point
• Competition: 5 tenders received
• SME Participation: Winner is a micro, small or medium enterprise
• No Subcontracting: No subcontracting declared

Contract Timeline

• Contract concluded: 29 July 2026
• Estimated duration: 6 years
• Notice published: 16 September 2026 (OJ S 179/2026)
• Notice dispatch date: 15 September 2026
• Previous notice: 152113-2026

Contract Overview

INPI conducted an open procedure under the standard regime, governed by EU Directive 2014/24/EU.

Key features include:

• One lot: LOT-0001
• Awarded value: €61,745,010.96
• Duration: 6 years
• Framework type: No framework agreement
• Evaluation: Price (1 point) and Quality (1 point)
• Winner: Teletech International (micro, small or medium enterprise)
• Subcontracting: No
• No EU funding
• Covered by GPA: Yes

Key Contract Details

• Main classification: 79512000 Call centre
• Place of performance: Hauts-de-Seine, France (NUTS: FR105)
• Additional information: Training of agents will take place at the Lille or Courbevoie sites
• Procedure identifier: 63aac9ba-bd49-469a-a293-07e9fe664832
• Internal identifier: 2026-1824
• Type of procedure: Open
• Legal basis: Directive 2014/24/EU
• Review body: Tribunal administratif de Cergy-Pontoise

Lot Structure

Lot 1 – Reinforcement of the INPI Customer Relations Centre

• Title: Prestations de renfort du Centre de relations clients de l'INPI
• Description: Reinforcement services for the INPI Customer Relations Centre for handling requests related to the one-stop shop for business formalities
• Awarded value: €61,745,010.96
• Winner: Teletech International
• Tenders received: 5
• Contract concluded: 29 July 2026
• Duration: 6 years
• Contract identifier: 2026-31

Lot Summary Table

Lot	Title	Value (€)	Winner	Tenders
1	Reinforcement of the INPI Customer Relations Centre	61,745,010.96	Teletech International	5
Total		61,745,010.96

Scope of Supply

The contract covers the following services:

• Call Centre Support: Reinforcement services for the INPI Customer Relations Centre
• Business Formalities: Handling of requests related to the one-stop shop for business formalities
• Customer Relations: Customer relations services

Special Procurement Conditions

• Training Locations: Training of agents will take place at the Lille or Courbevoie sites
• No Framework Agreement: No framework agreement
• No Subcontracting: No subcontracting declared by winner
• Evaluation Weighting: Price and quality each weighted at 1 point

About the Contracting Authority

INPI (Institut National de la Propriété Industrielle) is a body governed by public law operating in general public services in France, responsible for industrial property.

• Legal type: Body governed by public law
• Activity: General public services
• Registration number: 18008001200016
• Location: Courbevoie, France (NUTS: FR105)
• Address: 92400 Courbevoie
• Contact point: INPI
• Email: marchespublics@inpi.fr
• Telephone: 01 56 65 84 45
• Buyer profile: https://www.marches-publics.gouv.fr

About the Winning Supplier

Teletech International is a micro, small or medium enterprise based in Clichy, France, specialising in call centre and customer relations services.

• Size: Micro, small, or medium enterprise
• Registration number: 41224529200054
• Location: Clichy, France (NUTS: FR105)
• Address: 92-98 Bd Victor Hugo, 92110 Clichy
• Internet address: https://www.teletech-int.com/
• Subcontracting: No

Evaluation Criteria

The lot uses the following evaluation criteria:

• Price (1 point): Montant de l'offre
• Quality (1 point): Valeur technique de l'offre

Procurement Analysis

• Procedure: Open procedure under the standard regime, governed by EU Directive 2014/24/EU
• Competition: 5 tenders received
• Tender range: Lowest admissible tender €61,745,010.96; highest admissible tender €79,484,577.10
• Subcontracting: No subcontracting declared
• No EU funding: The procurement was not financed with EU funds
• No framework agreement: No framework agreement
• No dynamic purchasing system used
• Review body: Tribunal administratif de Cergy-Pontoise
• Call for competition terminated: The call for competition has been terminated (contract awarded)

Additional Procurement Facts

• The contract is covered by the WTO's Government Procurement Agreement (GPA)
• No EU funds were used for this procurement
• The awarded value is €61,745,010.96
• The procurement is divided into one lot
• Price and Quality are the evaluation criteria, each weighted at 1 point
• Five tenders were received
• The winner is a micro, small or medium enterprise
• No subcontracting was declared
• The contract duration is 6 years
• Training of agents will take place at the Lille or Courbevoie sites

Market & Industry Perspective

The French public sector call centre market features a mix of large outsourcing providers and specialised SMEs. Call centre reinforcement services are essential for handling high volumes of citizen and business requests, particularly for administrative formalities.

Key trends in this market include:

• Balanced evaluation: Price and quality each weighted at 1 point
• SME participation: Winner is a micro, small or medium enterprise
• Long-term contracts: 6-year duration
• Public service support: Handling business formalities requests
• Training requirements: Agent training at Lille or Courbevoie sites
• Strong competition: 5 tenders received

Economic Significance

At €61,745,010.96, this contract represents a significant investment in call centre reinforcement services for INPI. The contract will:

• Support Business Formalities: Handle requests related to the one-stop shop for business formalities
• Support SME: Teletech International is a micro, small or medium enterprise
• Provide Long-Term Stability: 6-year contract
• Ensure Service Continuity: Contract with one supplier
• Enable Operational Efficiency: Standardised customer relations services
• Support Public Service: Assist businesses with administrative formalities

Future Procurement Opportunities

With this contract now in place, future opportunities include:

• Re-tender: Expected after the 6-year duration
• Related Services: Additional call centre and customer relations services
• Subcontracting: Potential opportunities with Teletech International
• Other Public Bodies: Similar call centre reinforcement procurements

Opportunities for Suppliers

While this contract is awarded, opportunities remain for call centre service providers:

• Re-tender: Prepare for the next procurement cycle
• Subcontracting: Potential opportunities with Teletech International
• Related Services: Other call centre and customer relations services
• Other French Public Bodies: Similar call centre reinforcement procurements

What Businesses Should Watch

• INPI's future procurement notices
• Other French public sector call centre tenders
• Call centre and customer relations market trends
• Changes to French procurement regulations
• Business formalities and one-stop shop developments

FranceTenders Procurement Intelligence

This call centre reinforcement contract is a notable example of French public sector procurement. Several features stand out:

• Scale: €61.7M over 6 years
• Balanced evaluation: Price and quality each weighted at 1 point
• SME winner: Teletech International
• One lot: Reinforcement of the INPI Customer Relations Centre
• Competition: 5 tenders received
• Long-term contract: 6-year duration
• Tender range: €61.7M to €79.5M

For suppliers, this procurement highlights the importance of:

• Competitive pricing: Price-based evaluation
• Technical value: Quality-based evaluation
• Call centre capability: Ability to deliver customer relations services
• Public sector experience: Understanding of French administrative requirements
• Scale capability: Ability to handle high volumes of requests
• Training compliance: Ability to train agents at Lille or Courbevoie sites

Supplier Takeaways

• Offer competitive pricing – price is an evaluation criterion
• Demonstrate technical value – quality is an evaluation criterion
• Showcase call centre and customer relations capability
• Develop public sector experience with French public bodies
• Demonstrate scale capability for high-volume request handling
• Monitor INPI and French public sector procurement opportunities
• Comply with agent training location requirements

Key Takeaways

• INPI awarded a €61,745,010.96 call centre reinforcement contract to Teletech International
• One lot: Reinforcement of the INPI Customer Relations Centre
• Duration: 6 years
• Evaluation: Price (1 point) and Quality (1 point)
• 5 tenders received; tender range €61.7M to €79.5M
• Winner is a micro, small or medium enterprise
• No subcontracting declared
• No EU funding
• Covered by GPA: Yes
• No framework agreement
• Training of agents at Lille or Courbevoie sites

Conclusion

This call centre reinforcement contract ensures that INPI has access to reliable customer relations services for handling requests related to the one-stop shop for business formalities. By awarding the contract to Teletech International, INPI secures a supplier with the capability to deliver high-volume call centre services.

The balanced evaluation of price and quality, each weighted at 1 point, reflects the importance of both cost and technical value in call centre procurement. The 6-year duration and the tender range from €61.7M to €79.5M reflect the significant scale and long-term nature of the contract.

For suppliers, this procurement highlights the importance of competitive pricing, technical value, call centre capability, public sector experience, and scale capability in winning French public sector call centre contracts.

Frequently Asked Questions

Q: What is INPI?

Ans: A body governed by public law operating in general public services in France, responsible for industrial property (Institut National de la Propriété Industrielle).

Q: What is the value of the contract?

Ans: Awarded value €61,745,010.96.

Q: Who is the winner?

Ans: Teletech International, a micro, small or medium enterprise based in Clichy, France.

Q: What services are covered?

Ans: Reinforcement services for the INPI Customer Relations Centre for handling requests related to the one-stop shop for business formalities.

Q: What were the evaluation criteria?

Ans: Price (1 point) and Quality (1 point).

Q: How long is the contract?

Ans: 6 years.

Q: How many tenders were received?

Ans: Five tenders.

Q: Is this contract funded by the EU?

Ans: No, the procurement is not financed with EU funds.

Q: What is the review body?

Ans: Tribunal administratif de Cergy-Pontoise.

Q: What is the lot structure?

Ans: One lot – LOT-0001 (Prestations de renfort du Centre de relations clients de l'INPI).

Q: Is subcontracting allowed?

Ans: No subcontracting was declared by the winner.

Q: Where will agent training take place?

Ans: Training of agents will take place at the Lille or Courbevoie sites.

Source: EU Official Journal, Contract Award Notice 639253-2026, OJ S 179/2026, published 16 September 2026.

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