Thursday, July 10, 2008

Call Center Tender - Domestic Call Center Services

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Projects Details:

Type : Tender

Id : 54201872

Category : Call Center

Title : Domestic Call Center Services

Estimated Budget : 16400000 INR

Total Requirement : Contract for 2yrs.

Description :

We are India based government organization. We are looking for reputed and experienced call center providers (From India Only) for our requirement of call center services. The estimated budget of this work is 16400000INR. We have our own call center. The call center provider will manage, run and will provide customer relation agents to our call center for 2yrs. The call center will run on 24*7 basis. We are looking for 20 to 100 seats. Our call center is of 100 seats out of which 20 seats will be made operational in the first year and remaining seats will be made operational in the second year.

Scope of services:
  1. Agents should have the overall view of the Call Center environment, Front Office application and call handling aspects relating to the our specific services.
  2. Customer Relation Agent (CRA) has to enter the Call Center screen by giving a username and password.
  3. CRA has to handle different types of calls (enquiries).
  4. CRA has to interact with different types of screens like General Information, Commercial, Billing, etc. to get the information and to fulfill the requirement of customer.
  5. CRA has to make outbound calls to our customers as per the requirements of us.
  6. The CRAs required during day and night and off days may vary and the same will be intimated depending on the traffic at regular intervals.
  7. Provider should develop training plans/procedures for providing continual training for the CRAs.
  8. Maintain tracking record of response time to inquiries / fulfillments requests and ensure that follow-up actions are taken.
  9. Provider needs to provide Call Center Manager, Team Leader (Per 20 CRAs.)
Payment Terms:

Payment shall be made per position per shift per month for actual number of positions manned & be calculated as per position per shift per day basis where each shift shall be 8 Hrs. duration, excluding time for tea break , lunch break etc. Provider needs to send invoice on monthly basis.
Interested providers are requested to send their detailed proposal on or before 25 July, 2008 by 11:30 am. The cost of the tender document is only 2247INR. EMD (Refundable) is required. For more details have a look on attachments. E-mail inquires will not be entertained.

Country : India

Status : Closed

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