Call Center Tender - Domestic Inbound Process (National Helpline Services)

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Projects Details:

Type : Tender

Id : 88955810

Category : Call Center

Title : Domestic Inbound Process (National Helpline Services)

Estimated Budget : Request For Information

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 National Helpline Services. The Helpline consists of a toll free MTNL number that will be duly publicized and used by our households and other individuals and groups to raise their questions, submit their grievances and complaints and seek guidance from our authority. The operations will run with the use of latest information and communication technology to provide solutions to complainants on a real time basis. The estimated call volume is 20000 calls per month.

Minimum features of Helpline to be established:

1. The Helpline should be accessible from privately and government operated landline/mobile telephone lines.
2. Must provide dedicated and trained manpower to receive calls.
3. The complaints should be entered in suitable software using good quality computing hardware. This should be properly stored for retrieval in future and for transmission to other nodes in the network.
4. Complaints should be processed by authorized persons in a time bound manner.
5. A mechanism should be established for monitoring of the helpline system to find out the quality of performance of the system and the level of satisfaction of the users of the helpline.
6. A knowledge management system should be developed to facilitate the call agents who receive the calls to access the knowledge system easily and provide appropriate responses to the callers.
   

Organizations with proven track record in the field of management of call centers and helpline are requested to submit a detailed proposal for the establishment and management of helpline and call centers on or before 20th August, 2008. Eligible providers should make the presentation of their capability on 12th August, 2008 by 3 pm at our office. The manner of quoting the technical and financial bid will be decided after the presentations are made. Emails will not be entertained. For more information have a look on attachments.

Country : India

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