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Tender Details:
Type : Tender
Id : 17492753
Category : Call Center
Title : Customer Support Services through Inbound/Outbound facilities
Estimated Budget : 29380000 INR
Total Requirement : Contract of 2 Year
Description :
We are a Maharashtra; India based organization, looking for qualified and experienced service provider (From India Only) for operation of Call Centre. Call Centre services will have both Inbound and Outbound capabilities and include range of services to be provided i.e. customer support services; handling queries, complaints and efficient resolution; cross-sell and up-sell products and solutions, etc. Initially the Contract will be of 2 years with an option to extend it further for 2 years. Our Estimated budget for this work is 29380000 INR.
Scope of Services:
1) Service Provider needs to provide customer support services through Inbound and Outbound facilities which could range from entertaining queries, complaints, up-selling of products and solutions via telephone, responding emails, SMS, voicemails, etc.
2) Volumes:
a) No. of Calls to be attended: Approx 15 (per hour)
b) Approximate no. of Customer Relation Agents (CRAs): 115
c) Team Leader/Supervisor: 8
d) Trainer: 1
e) Call Centre Manager: 1
The no. of Calls to be attended may fluctuate and no. of Customer Relation Agents may increase / decrease by 50%
3) Call Centre Services will be operative on 24 X 7 X 365 basis and there would be 4 shifts of 8-hours each.
4) Service Provider needs to manage and monitor all the Call Centre operations, training, transportation (pick & drop of CRAs), etc. to match required standards of services.
5) Service Provider needs to submit the daily attendance sheet and other required reports.
6) Service Provider’s agents will be required to interact with customers in English, Hindi and Marathi.
7) All the Services will be provided at our premises.
Payment terms are negotiable. Interested service providers are requested to contact us on or before September 18, 2009 by 11:00 Hrs via post, courier or hand delivered only. Cost of tender document is 2306 INR. EMD for this tender is 587760 INR. This tender is Onshore and Onsite. Please review the attachment for more details.
Scope of Services:
1) Service Provider needs to provide customer support services through Inbound and Outbound facilities which could range from entertaining queries, complaints, up-selling of products and solutions via telephone, responding emails, SMS, voicemails, etc.
2) Volumes:
a) No. of Calls to be attended: Approx 15 (per hour)
b) Approximate no. of Customer Relation Agents (CRAs): 115
c) Team Leader/Supervisor: 8
d) Trainer: 1
e) Call Centre Manager: 1
The no. of Calls to be attended may fluctuate and no. of Customer Relation Agents may increase / decrease by 50%
3) Call Centre Services will be operative on 24 X 7 X 365 basis and there would be 4 shifts of 8-hours each.
4) Service Provider needs to manage and monitor all the Call Centre operations, training, transportation (pick & drop of CRAs), etc. to match required standards of services.
5) Service Provider needs to submit the daily attendance sheet and other required reports.
6) Service Provider’s agents will be required to interact with customers in English, Hindi and Marathi.
7) All the Services will be provided at our premises.
Payment terms are negotiable. Interested service providers are requested to contact us on or before September 18, 2009 by 11:00 Hrs via post, courier or hand delivered only. Cost of tender document is 2306 INR. EMD for this tender is 587760 INR. This tender is Onshore and Onsite. Please review the attachment for more details.
Country : India
Status: Closed
Status: Closed
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