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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