Call Center Tender - In-Bound Call Center Services for Radio Operator

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Projects Details:

Type : Tender

Id : 14502054

Category : Call Center

Title : In-Bound Call Center Services for Radio Operator

Estimated Budget : Need Best Quotations

Total Requirement : Contract for 5yrs.

Description :

We are USA based organization. We are operating radio services. We are looking for call center providers for our requirement of In-Bound Call Center Services for 5yrs. We are conducting two or more fund drives per year. Three separate statewide on-air drives were consolidated into one. An eight-day drive is anticipated to generate over 4,000 phone calls. The time on-air asking for pledges will be about 12-15 hours per day, however this will vary. In the past each station has created their own call center by using volunteers. As many as 17 volunteers were used during peak call times and as few as 3 were used during slow times, to handle 2,200 calls. We anticipate this number to increase due to the increased number of phone calls expected.

Call Center Requirements:

1. Accessible at Multiple Locations: We will be pitching on-air from the three stations around the state. Each studio will need access to current, up-to-date information as the drive progresses.
2. Flexible Time Periods: As part of the drive strategy, time periods are established and specific goals are assigned to each section. We need a center that has the ability to work with our specifications.
3. Ability to Handle Time Specific Information: Challenges/member incentives are offered for limited time periods and change frequently throughout the day. The system must be able to handle the changing information and report progress on these incentives. (E.g. A goal of $5,000 in pledges must be raised in a one-hour time period to receive $2,500 match. System must report progress on the goal and amount remaining in that time period).
4. Customer Service Orientation with Understanding of Nonprofit or Member Support Organization (pref. Public Radio or Television Experience): Members sometimes like to call in not only to pledge but to visit about what they like/dislike about the station or programming.
5. Accurate Data Entry: We will be importing the data back into our system, it will be important that errors are kept to a minimum to speed this process.
6. Provider’s systems and/or data provided must be compatible with our in-house membership management software.
7. Script Development: Provider will work with us to develop a script when answering calls. Script needs to be clear, concise and responsive to callers. It must also meet the general fund raising needs and address issues of importance to us and the donors.
8. We will transfer our established 800 number for the call center to use for in-bound calls.
9. Confidentiality: It is important to protect the personal information of our donors. Please describe the measures your company takes to ensure personal information is safe.
   

The payment will be on monthly basis. Provider can give per call or per minute price. Interested providers are requested to send their detailed proposal on or before July 9, 2008 3:00 P.M. For more details have a look on attachment.

Country : United States

Status : Closed

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Hacking the Call Center

PCI, breach fears shine light on dark corners of call center insecurity .

Hold the phone: Your call center handles sensitive data, too.

The contact center mostly has been forgotten as a potential point of breach -- even though customer service representatives take credit card numbers and outsourced help desk workers have access to your databases.

That all soon could change. The Payment Card Initiative (PCI), for instance, also applies to call centers that handle credit card data, so PCI is driving a new generation of security tools that encrypt voice call recordings of phone transactions. RSA’s encryption technology, for instance, is now used to encrypt audio recordings handled by call center software vendor Verint Witness Actionable Solutions’s call recording applications.

Even so, not all call centers are tuned into PCI, especially the smaller organizations. “We still find a real lack of awareness in the contact center community about PCI,” says Kristyn Emenecker, director of solutions marketing for Verint, who says it's mostly the company’s largest call center customers that have been asking about PCI so far.

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Call Center Project - UK Financial Survey Process

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Projects Details:

Type : Project

Id : 27687531

Category : Call Center

Title : UK Financial Survey Process

Description :

We are a Ukraine based company looking for call center for survey process. We need centers with minimum 10-20 seats to call UK at normal business hours to survey for financial support. Centers need to survey with minimum 7 question form. We will provide the calling script. The payout would be as follows.

1. If the first 2 questions are answered will be paid 6 USD
2. If the first 4 questions are answered will be paid 25 USD
3. If the first 7 questions are answered will be paid 40 USD
   

The mode of payment will be by pay pal on weekly basis.

Interested centers are requested to contact us as soon as possible. For more details please check attachment.

Country : Ukraine

Status : Closed

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Indian call centres: One size doesn’t fit all!

Chennai: Small size matters, especially in call centres. With mid-sized companies increasingly outsourcing part of their work to India, they are not necessarily looking at 1,000 associates working for them. A 50-100 seat centre not only is easy to manage but also more receptive to smallest of processes. “Size always creates an element of macro management and that we believe is not desired by small and medium companies outsourcing from the UK. We have witnessed over the last few years that the smaller the centre is, greater is the attention and devotion given to small processes and it is this, that we seek in our efforts to secure 50 more call centres to partner with us,” says Mr Paul Kopec, Chairman of Scotland-based VoiceStream Group.

Paul’s company recently acquired 75 per cent stake in Chennai-based Helios Outsourcing, bringing an end to its search for a single partner to outsource and manage their voice-based outbound tele-marketing requirements in and around India. So, is this where the growth is, asked Business Line, during a recent interaction with the new owners of Helios. “Yes. The growth is in the associate call centres of 50-200 seat size, across the country, from Kashmir to Tirunelveli,” Mr. Kopec shot back. VoiceStream will be investing close to $3 million during 2008-2010 and over a period, expects a revenue stream of about $85 million from the 100 call centres that they will be associated with in India.

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Call Center Tender - Need Best Quotations

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Projects Details:

Type : Tender

Id : 36558375

Category : Call Center

Title : Survey Calling

Estimated Budget : Need Best Quotations

Description :

We are Australia based organization. We are looking for a call center provider for our requirement of Survey Calling. We are looking for a call center to undertake a survey of 5000 parents with a child under 18 years old. The call center will conduct interviews of estimated 20 minutes each. We will provide script and training. The calling data will be provided by us. The call center is to allow for a maximum of six call-backs to ‘no answers’ at various times of day and day of the week and weekends for any given contact, unless the call-back is to keep a previously arranged appointment. Respondents must speak English reasonably fluently. There will be some fieldwork also. Subcontract is allowed. The contract is expected to commence on 28 July 2008 and survey report is due on 12 December 2008. We have attached the sample of questions to be asked. Payment terms are negotiated.

Interested providers are requested to send their proposal on or before 4pm local Melbourne time on Friday 4 July 2008. For more details have a look on attachment.

Country : Australia

Status : Closed

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Call centre and helpline launched to deal with calamities

NEW DELHI: To ensure immediate and effective activation of emergency support functions in case of any calamity, a round-the-clock call centre and a toll-free helpline no (1077) was launched here today.

Inaugurating the centre, Chief Minister Sheila Dikshit said, "The physical and emotional losses they cause have moved us to aspire for a safer world. Since it is inevitable to prevent disasters we are trying to mitigate and control the losses.

"Effective Disaster Risk Management remains a primary issue," she said.

In case of any disaster in the city, this call centre will intimate the heads of various emergency support functions through calls/SMSs to immediately activate their concerned emergency support function teams, a senior official said.

Call filtering will be done by the supervisor at the end of the call center and by the concerned Deputy Commissioner (DC)/Incident Commander before switching over to activation of higher level of Command System, he said.

Source : http://economictimes.indiatimes.com/

Call Center Project - Technical IVR Support Service

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Projects Details:

Type : Project

Id : 11803069

Category : Call Center

Title : Technical IVR Support Service

Estimated Budget : 0.5 USD Per call

Description :

We are an Indian based client looking for call center for an inbound technical IVR support service. We need centers with minimum 15-50 seats to provide IVR service in order to manage and divert the traffic of the calls as per the technical support to different products. The products will mainly coincide to different electronic goods. We will pay 0.5 USD per call and will be paid by E-transfer on daily basis. The total approximate volume of calls will be 600 calls per hour with 5 working hours daily. Interested centers are requested to send their proposal as soon as possible.

Country : India

Status : Closed

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Multi-Tasking Ability Essential for Contact Center Agents

There is a common belief that women are multi-taskers, while men tend to focus on one task at a time. While this ability could be gender based, it is more likely to vary by the individual. In the contact center industry, the ability to multi-task is essential to agent performance and ultimately success. In fact, it can even help to reduce turnover and improve job performance.

Without the ability to multi-task, new hires to the position of contact center agent can quickly find their jobs to be overwhelming. It can cause struggles in training and performance, leading to frustration and possibly even agent churn. The contact center’s ability to measure whether or not a job candidate can effectively multi-task can help to drive efficiency, reduce turnover and improve hew hire job performance.

Multi-tasking in the contact center is the ability of the agent to process information quickly and manage several tasks simultaneously. Such ability is important in the contact center as agents work on a number of tasks at the same time and face a greater frequency of task switching. Complex CRM systems also require multi-tasking in order to effectively manage customer information during and after the interaction.

Multi-tasking is directly related to the contact center’s performance as it directly influences first call resolution, sales performance and call control metrics. It is considered a foundation competency as it influences the ability of the front line representative to incorporate other critical abilities and behaviors during a call.

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Call Center Tender - Inbound Call Center

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Projects Details:

Type : Tender

Id : 34818298

Category : Call Center

Title : Inbound Call Center

Estimated Budget : Between 1000000 and 1200000 GBP

Total Requirement : The contract is for a period of 2 years with an option to extend for further 3 years as per the negotiation.

Description :

We are UK based Contract Authority looking for Service Provider to provide contact centre which operates 1 national number for our external stakeholders (primarily members of the public, passengers and Local Authorities) who wish to report issues relating to the railway infrastructure, of which organization is responsible.

Organization has used the services of a contact centre as a National Helpline - for a number of years. The centre handles around 11 000 calls per month on a wide range of topics utilizing a shared Oracle CRM system, implemented as part of the ERP programme in 2006.

The majority of calls are received between 8:30-18:00 and contact volumes show a distinct seasonal trend with the summer months being the busiest. Approximately 60 % of enquiries are issues that can either be resolved at point of contact or need referral to the Train Operators, Stations or the organization Enquiry Service (a separate organization).

Organization does not respond to timetable, ticketing or general train running enquiries. The remainder (40 %) of enquiries is specific to organization and is referred through to the local Community teams.

This is an onshore requirement and we have attached the document that will guide you for the tender application. The closing date for the tender is 6/30/2008.

Interested Service Providers are requested to apply for the Tender before the DEADLINE.

Country : United Kingdom

Status : Closed

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Call Center Project - Mortgage and Debt Lead Generation

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Projects Details:

Type : Project

Id : 11308296

Category : Call Center

Title : Mortgage and Debt Lead Generation

Estimated Budget : 35- 50 USD Per Successful Transfer

Description :

We are India based looking for call centers for lead generations for our Debt settlement process. We need centers with 15-20 seats to call USA in normal business hrs and make daily hot transfers in mortgage and debts. Centers need to manage their own leads. Our payout is 35- 50 USD per successful transfer will be paid by wire transfer on weekly basis. Interested centers are requested to contact as soon as possible.

Country : India

Status : Closed

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New call center could employ several hundred

HICKORY - An Ohio-based company plans a call center here that could employ several hundred people.

Convergys Corp., which provides outsourced customer care and billing services, plans to renovate a 40,000-square-foot office building on Seventh Street, SE, as a customer support center.

The building, off U.S. 70, SE, and behind The Home Depot, was formerly Joan Fabrics’ corporate marketing center.

The Catawba County Economic Development Corp. is working with Convergys on project details, said Scott Millar, president of CCEDC.

Millar said the call center could employ several hundred people, and will further help diversify the Hickory Metro’s economy. He declined to give any further details about the company’s plans.

Catawba County and Hickory officials last year gave incentives to Atlanta-based Adevco to build a 60,000-square-foot speculative call center building in the McDonald Crossing development at Tate Boulevard and McDonald Parkway.

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Call Center Tender - Answering Services

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Projects Details:

Type : Tender

Id : 13875312

Category : Call Center,Business Consulting

Title : Answering Services

Estimated Budget : Need Best RFP

Description :

We are USA based organization looking for proposals from qualified companies to provide telephone answering services for our Operation Center. Service to be included in this contract includes, but is not limited to, answering services with in a minimum minute allowance of 1500 minutes and faxing of transaction logs to a specified numbers daily.

The Answering service is currently being used after hours and handles any incoming calls and emergency service calls to our operations Center. The company takes messages, performs call outs and transfers calls as needed.

The answering service will also maintain a daily record of the calls received and the disposition of those calls. The Service will interact with department personnel regarding requests for services after hours so a good working knowledge of public work operations is desired.

This is an ONSHORE requirement. We have attached the document that will help you for the Tender Application. The closing date for this tender is 6/25/2008. No FAX response will be entertained

Interested Service Providers are requested to apply for the Tender before the deadline.

Country : United States

Status : Closed

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Call Center Tender - Customer Service

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Projects Details:

Type : Tender

Id : 13175103

Category : Call Center,Business Consulting

Title : Customer Service

Estimated Budget : Need Best Quotations

Description :

We are UK based Organization seek to contract with an organization that will act as a provider of business opportunities to individuals or groups of individuals that will work on a self-employed basis in a home working environment. The project’s focus will be to facilitate opportunities for these self-employed individuals by developing and stimulating sustainable work streams within the customer service / call handling / contact centre sector.

This following list should provide interested parties with an illustrative outline of the requirements.

Summary Contractual Requirements:

1. Work in partnership with Organization in order to provide business opportunities to 50 Personal Services Companies in a home working environment.
2. Secure sufficient volumes of customer service/ call handling/ call centre business from end user clients that can be serviced by a minimum of 50 Personal Services Companies from their home working environment.
3. Provide structured and high quality product training to home workers in an appropriate format.
4. Work in partnership with Organization and the Personal Services Companies to ensure that the required information technology and telephony infrastructure is appropriate.
5. Work in partnership with Organization and the Personal Services Companies to ensure that required performance management systems are in place and fit for purpose.
6. Work in partnership with Organization and the Personal Services Companies to ensure that high quality services are delivered to end user clients by Personal Services Companies.
7. Provide the Council with access to financial and operational data to enable a detailed analysis of the project so it can evaluate this business model concept.
   

It is envisaged that the contractor will be paid in four parts against successfully delivering the following outputs:

1. Submitting and agreeing the project’s Implementation Plan with Organization;
2. Engagement of 50 home workers on an appropriate contract for services;
3. Receipt of contractual income by the home workers pursuant to the terms of their contract with the Intermediary organization;
4. The submission of required data in the form of an Evaluation Report, to allow the Council and Organization to evaluate the operational and the financial viability of the pilot project.
   

We have attached the Tender Document that will guide you for the Tender Application. The Closing Date for the Tender is 7/3/2008.

Interested Service Providers are requested to apply for the Tender before the DEADLINE.

Country : United Kingdom

Status : Closed

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Improving employability of graduates for the business processing industry

The Business Processing Association of the Philippines (BPA/P) members offer employment for new graduates at an astonishing rate of more than 20,000 new jobs per month. This sector will provide 600,000 new jobs by 2010 and will contribute $13 billion to the economy. However, there are few qualified job applicants. On the average, only 4 percent of applicants are hired by call centers. Although higher education institutions (HEIs) produce 400,000 fresh college graduates every year, about three quarters of these graduates have sub-standard English skills. There is a mismatch between the call centers’ expectations of applicants and the preparedness of graduates from Philippine HEIs. The acceptance rate of graduates needs to greatly increase to meet the industry demand for new employees.

Three strategies are addressing this shortfall: industry lead standards are being developed and shared; government is supporting training for near-hires; and partnerships between academe and companies are being formed.

To establish industry standards, BPA/P initiated a talent working-group from their members, the education sector and government (CHED, DepEd, and TESDA). The talent working-group has developed initiatives and designed curriculum as well as identified pilot schools with support of industry members to test initiatives. BPA/P offers insights on labor and employment market trends, issues and direction and plays “applicants’ advocate” role during the design and testing of talent plan. The industry group focuses on securing government support for an industry talent initiative through identifying funding sources.

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Call Center Project - Cash Advance Sales Campaign

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Projects Details:

Type : Project

Id : 86198283

Category : Call Center

Title : Cash Advance Sales Campaign

Estimated Budget : 50 USD Per Sale

Total Requirement : 10-15 seats

Description :

We are USA based looking for call center for our Merchant cash advance sales campaign. Call centers with setup to 5-10 seats need to call various businesses in USA and convince them for merchant account for online transaction of their businesses and collect information like, no. of transaction per month, business duration, and contact details. Leads will be provided by us, call center will be paid 50 USD on per successful account approval. Payment will be on monthly basis by paypal. Interested service providers are requested to contact as soon as possible with profile.

Note: Please check the attachment file for more details

Country : United States

Status : Closed

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VoIPeering - What is a Call Center Anyway?

The PSTN, what’s that? Wasn’t the last big news report about the PSTN proclaiming its death? The problem for “voice” as a revenue-generating service and a stand-alone business is that it got sucked in to the black hole with the PSTN when IP hit the scene. I suppose voice needs a (better) public relations firm. It really needs to distance itself from the ancient circuit-switching technology. Ironic isn’t it that voice needs to add distance in order for it to improve its position. This is clearly the effect of the “gravitational pull” from the massive density of IP and all of its benefits.

Call centers as a function of a larger corporation do not get the attention within the company that the main product or service that they support do. This is natural. Separately, call centers that are stand-alone businesses that provide the labor and software interfaces to deal with other companies’ needs and issues see the people, technology and networks that support the business as primary concerns. This is due to the fact that it is their main focus. As a result they are usually better equipped and operate at a better cost base than companies that try to do it themselves. This is one of the key motivators for outsourcing.

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Call Center Project - Business Lead Generation Campaign

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Projects Details:

Type : Project

Id : 15482706

Category : Call Center

Title : Business Lead Generation Campaign

Estimated Budget : 5% of total budget per project

Description :

We are India based company looking for service providers for our lead generation campaign. We need call centers who can call across the globe to various businesses that are looking for support and administration services and collect lead of interested customers. Centers need to manage their own leads and calling data. Our payout will be 5% commission of the total budget per approved project; payment will be on weekly basis by paypal or others. Interested service providers are requested to contact as soon as possible.

Country : India

Status : Closed

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Tips on Choosing Contact-Center Systems for SMBs

The good news is that nearly every sexy technology that has been available to large companies in years past -- speech recognition, IP contact center solutions, call recording, analytics, customer self-help solutions and CRM -- is now available to smaller companies. In fact, SMBs went from a lack of choice to too many choices today.

It's no secret that catering to the needs of small to medium-sized businesses (SMB) is a growth area for providers of contact center solutions and services. Though these smaller companies' end goals are the same as those of large companies (multichannel integration, effective CRM, the most efficient call routing, first-call resolution, customer self-help), their unique needs are different, as are the ways in which it makes sense for them to purchase, implement and run these solutions.

One mistake smaller companies need to avoid is bogging themselves down -- confusing their employees in the process and lessening the likelihood the solutions will be used -- with features they don't need. Many smaller companies, unsure from the get-go what their actual requirements are, become distracted by "cool" features, only to realize later they've paid for extras that nobody wanted and no one actually uses, despite expensive and time-wasting training on these features.

IP telephony and software-as-a-service solutions have been the greatest two factors in equalizing the playing field between large enterprises and smaller companies. Before these factors, SMBs were completely shut out from technologies from which they could gain a lot of benefits but just didn't have the capital to lay out to purchase and maintain the solutions.

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Call Center Tender - Customer Service Call Center

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Projects Details:

Type : Tender

Id : 13834386

Category : Call Center

Title : Customer Service Call Center

Estimated Budget : Need Best Quotations

Total Requirement : Minimum 60 Seats & 3yrs. Contract

Description :

We are USA based organization. Out department is seeking is seeking a reputed call center provider (From USA Only) to operate and manage a Customer Service Call Center. Approximately 75,000 customers are served by us. We are providing services to families, children, and to individuals, including the disabled and seniors. At present approximately 30,000 incoming calls occur each month. At present, current call center has staffed 32 to 35 seats. Payment will be on monthly basis.

Scope of work:

1. Provide sufficient staffing representatives to cover our lobby area from 7:30 a.m. to 4:30 p.m. and ensure that during absences the lobby is maintained at this level (expected to be no less than two (2) working customer service representatives at all times).
2. Provide sufficient customer service representatives dedicated to answering telephones.
3. Hire, train and manage the Call Center staff; provide ongoing training.
4. Submit monthly activity reports to our Division Director or designee and other reports as requested.
5. Attend meetings and participate in process improvement teams, as requested.
6. Provide wages that are industry competitive to attract and retain quality and dedicated customer service representatives.
7. Maintain staffing levels to meet performance standards.
8. The provider must have staff available to assist Spanish speaking callers and lobby visitors. Off site call center must serve both Spanish and Russian speaking customers.
9. Hours of operation must be 7:30 a.m. to 4:30 p.m. Monday through Friday (must be available every day the department is open for business).
10. Follow-up on all customer inquiries in accordance with established our procedures.
11. Provide all responses to customers in a courteous and respectful manner.
12. Answer and respond to a minimum of 85% of incoming calls to the Call Center. No more than 15% of calls can be referred back to the case worker for resolution on any particular day.
    

Pre-Proposal Conference (optional) will be held on 13th June, 2008 at given address. Interested providers are requested to send their responses on or before 1st July, 2008 by 5:00 (Local Time). For more details have a look on attachments. Telephone enquires will not be accepted.

Country : United States

Status : Closed

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The Call Center Customer of the Future

When asked to rate customer service features that are most important to them when buying online, nearly three-quarters of today's e-commerce consumers rated a perpetual shopping cart as an important feature, and 70 percent rated one-page checkout as an important feature, rather than having to click through multiple checkout pages.

We talk a lot about the call center/contact center of the future and what it might look like. We regularly write about the next-generation contact center with its integrated workforce optimization, its ergonomics, its real-time reporting, its speech-recognition, its customer surveying and feedback mechanisms, its multifaceted analytics, its distributed and virtual nature, its hosted technologies and its home agents.

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Call Center Project - Fund Raising Campaign

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Projects Details:

Type : Project

Id : 14862734

Category : Call Center

Title : Fund Raising Campaign

Estimated Budget : 20% Commission

Description :

We are India based looking for call center for our Fund raising campaign, we need centers with setup of 10-20 seats to dial around the globe (worldwide) and convince them for a donation as Charity, we accept both credit cards and E-Check payments. Centers need to manage their own leads (check attachment for calling script); our payout is 20% commission of the total funds centers collect in a week on per successful donations, First Payment will be on 10 business days and then weekly basis by wire Transfer. Interested centers are requested to contact with profile as soon as possible.

Country : United States

Status : Closed

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In India, Rural Workers Run Call Centers

Venkat Pullaiah, a local university graduate, migrated in search of a job to Hyderabad, the capital city of Andhra Pradesh state in south India, which is about 500 kilometers from his village. Working at an administrative job at an investment firm for a paltry 3,000 Indian rupees (about US$70) per month, Pullaiah said he found it difficult to make ends meet in the increasingly expensive city.

Pullaiah now works at a BPO (business process outsourcing) and call-center operation set up by the Byrraju Foundation at Ethakota in rural Andhra Pradesh, which is close to his village. His current salary of 2,500 rupees for a fresh recruit is less than what he was earning in the city. But costs are lower in rural India, so he has now moved to the ranks of the rural middle class, he said with considerable pride.

India's economic boom has largely excluded the rural educated people who have to move to the city for jobs. "People in villages who are graduates are reluctant to work on the farm, so they have to either move to the city or are usually unemployed in the villages," said JK Manivannan, head of the rural BPO program at the Byrraju Foundation.

Setting up call-center and BPO operations in villages may help to reduce migration from villages to already overcrowded and expensive cities. A large number of the staff at BPOs and call centers in cities come from smaller towns and villages, said Saloni Malhotra, CEO and cofounder of DesiCrew Solutions, a startup in Chennai in Tamil Nadu state, focused on providing BPO services from rural areas. By taking the jobs to rural areas, companies like DesiCrew can access more staff, she added.

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Call Center Tender - Customer Care Services for Reputed Bank

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Projects Details:

Type : Tender

Id : 17235182

Category : Call Center

Title : Customer Care Services for Reputed Bank

Estimated Budget : Need Best Quotations

Total Requirement : Minimum 60 Seats & 3yrs. Contract

Description :

We are one of the reputed banks in India. We are looking for a reputed and experienced call center provider (From India Only). We intend on setting up a voice based call center to service our customers from different zones. The solution should be a single location customer contact solution which will host Inbound as well as Outbound services. We are looking for minimum 60 seats. Approximately each agent will handle 80 to 100 calls in an 8 hour shift. The proposed call center will initially only focus on supporting the retail businesses of the bank. The contract will be for 3yrs. at initial stage.
The indicative list of queries / issues which are expected from the call center would be as follows:
(1) ATM Queries (2) Credit Card Queries (3) Retail Banking (4) Internet Banking queries (5) Government Business queries (6) NRI Banking (7) SMS Banking (8) Cash Management Services.

Note: We are looking to host the call center at our premises in Mumbai. Providers may visit and study the floor plans of our premises where the call center is going to be hosted.

Project Scope:

1. Supply the proposed Call Center System Packages (the licenses pertaining to the required modules).
   
   
2. Design, supply and implement all the required hardware to enable the proposed Call Center solution.
   
   
3. Provide implementation services for the application provided to carry out
   
   a.) Business process analysis and documentation
   b.) System installation, Network implementation & System configuration
   c.) Documentation for the call center processes implemented
   d.) Application Development (Interfaces & Any-Customization)
   e.) System Testing & Training
   f.) Go-Live and Post-Implementation Support
   
   
4. Provide agents for the call center to handle the inbound and outbound calls
   
   
5. Provide ongoing annual maintenance and support services for the implemented solution (Hardware & Software)
   

For detailed specification please refer the tender document. Interested providers are requested to send their details quotation on or before 24th June, 2008 by 5:00 PM. The cost of the tender document is only 10000INR.

Country : India

Status : Closed

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The Indian call centre workers who turn to drugs to stay awake on the night shift

Call centre workers in India are turning to drugs to keep them awake while speaking to British callers.

There is growing evidence of staff smoking cannabis during work hours and abusing over-the-counter medicine to keep them going through their long night shifts.

More than a quarter of call centre workers used drugs, mainly cannabis, compared to just 4.1 per cent of the wider population, according to a study published in the Indian Journal of Sleep Medicine.

Last week, the UN Office on Drugs and Crime visited India's outsourcing capital of Bangalore to warn India's largest call centre companies of the problem and persuade them to cooperate with the first detailed survey on the issue.

Pradeep Kumar, the UN's project coordinator, said it is difficult to convince the major companies running call centres of the urgency of the issue.

'Denial runs pretty deep.' he said. 'And it's not because they don't know of the problem. They are vaguely aware of it, but it's not really a priority.'

He said the UNODC had decided to target Indian call centres after being alerted to the growing problem of drug use by doctors running clinics near the main call centre areas in Bangalore and Gurgaon on outskirts of Delhi.

'It was a matter of anecdotal evidence coming from the GPs, psychiatrists and counsellors, who say that they do see a large crop of young people coming in with drug abuse problems, which was not the case five years back.'

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