TENDER NOTICE OUTSOURCING OF PIA CALL CENTRE

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1 TENDER NOTCE OUTSOURCNG OF PA CALL CENTRE Pakistan nternational Airlines looking for a reputable firm with international experience in Call Centre Operations Management for PA Call Centre. The Contact centre should be fully equipped with quality workforce and state of the art infrastructure such as Telecommunication Network, nternet, Extranet, VR and Mobile Communication to meet our global customer requirements on 24/7/365 basis. Tenders would be called on Single Stage Two Envelope basis. Bidders are required to submit a Pay Order of Rs. 2,000 as tender fee in favor of PAC along with Technical Proposal and 2% of annual bid value as Earnest Money in shape of pay order along with the Financial Proposal. A Pre-Bid meeting is scheduled on October 22, 2013 at 1100 Hrs. in conference room of P&L Department. Prospective bidders who wish to attend the pre-bid meeting are requested to send their nominations at Bids must reach at address given below on / before October 30, 2013 till 1030 Hrs (PST). Technical proposals will be opened on same date at 1100 Hrs (PST). PA reserves the right to reject any or all bids with assigned reason(s) thereof. For any query, please feel free to contact. General Manager (Procurement & Logistics) Procurement and Logistics Department PA Head Office, Karachi. Ph: , Page 1 of 29

2 1.1 Scope: Establish a Collaborative approach to Enhance and Uniform Customer Experience across all nteraction Channels nbound, Outbound, VR, Fax, Chat and s with inbuilt Quality Management and adopt long-term solution, which can meet today s and future needs of PA. 1.2 Purpose: The purpose of this report is to solicit proposals for Contact Centre Solution as currently contemplated by PA. This report defines the requirements for Call Centre services with reference to PA reservation system. These may include, but not restricted to providing all necessary facilities, equipments, software, circuits, telephone services, staff, training, setup, testing and reporting management. 1.3 Objective: 1. Provide an integrated customer service that deals efficiently and effectively with inbound and outbound customer calls. 2. ncorporate CRM system that will seamlessly manage prospect and prospect conversion to customer accounts. 3. Workforce management with outstanding communication skills. 4. Development of management information system. 5. Data analysis and data mining for business development. 6. Develop and mplement E-Marketing solutions to support PA s Marketing efforts. 7. Up-gradation in existing hardware, software infrastructure and expansion in seating capacity to 100 with provision of further expansion to 125 if required. 8. nitiate the Tele-electronic Ticketing services through Call Centre. 1.4 Contract Period: 3 Years (Extensible up to further 2 terms on mutual consent). 1.5 Provision of Hardware / Software: Will be provided by contractor, however same will be under PAC holding (property of PAC) and Payment will be made in monthly installments. 1.6 Overhead Expenses: Will be borne by PAC (Connectivity/phone lines/water/electricity) Page 2 of 29

3 Call Centre Service Requirements Handling nbound Services passenger queries regarding reservations, confirmations, reconfirmations, flight schedule updates, fares, Frequent Flyer program, Business Class, etc. agents are also required to be trained in modern CRM techniques. Outbound Services Furnish information to passenger regarding flight status i.e. schedule change, cancellations etc. Call Management Transfer of calls in accordance with CSR level of expertise and passenger data. nteractive Voice Response (VR) based E-Ticketing Complete reservations, pay using credit cards through a secure gateway and instantly receive e-tickets via . Data modeling to analyze passenger query pattern and Customer Behavior and Trend Analysis estimation for future demand. Generate overall activity and performance analysis reports for management reporting and promotional campaigns. Application/Form Processing Document Management and Workflow Frequent Flyer Program Management New Enrollment Online Missing Miles Request Online Redemption Request Online s interaction with Customers Risk/Fraud Review Communication of new travel products to passenger such Marketing Promotions and Campaign Management as flights, promotional fares launched by PA. Outbound Call Campaigns respond analysis and reporting. Call Recording Facility Recording and round the clock, real time call screening for service level quality management. Page 3 of 29

4 Work Force Management Disaster and Data Protection Management Web interaction and Online Customer Support Call Center Management Data Security Mobile Communication Workforce management software to predict call volume and accordingly peak/non-peak hours CSRs utilization to increase seat selling through cross-selling and up-selling Support. Coordination and synchronization with PA ERP (Enterprise Resource Planning) software. Management of backup processes to ascertain that operation run as per schedule and that data is securely backed up and recoverable. nteraction with customers through web including , chat window and social media for PA Brand image enhancement, customer relationship building and pattern analysis. Overall Call Centre facility, system and personnel management. Hardware & Software data security management to ensure data is un-accessible to unauthorized personnel. Ensure data integrity and conforming procedures to nullify events leading to data corruption. Real-time SMS alerts generation to passenger on network wide basis. Provision of services in accordance with future mobile technology. Online Ticketing Support Credit Card verification and generating System alerts. Baggage Tracking Call Centre Tracking baggage handling and lost and found quarries through Call Centre Regional Language Call Centre Services Delivery of customer services in regional languages such as Sindhi, Pashto, etc. Page 4 of 29

5 Bidder Capabilities for delivery of Call Center Solution Mandatory Criteria The under mentioned options will only be evaluated if and only if following criteria is fulfilled) a. PA deals only with principals (no sub-contractor can be involved in bidding) b. Organization must be in existence for the last 5 years c. Running call center facility with minimum 200+ call center full time agents currently operating in Pakistan, and demonstrate ability to rapidly scale upwards. Maximum Marks: 100 Minimum Passing Marks: 75 Parameters Financial Capabilities 20% Three years audited financial statements Total consolidated revenue: (i) Greater than PKR 2.0 billion (20 marks) (ii) 1.75 billion 2.0 billion (18 marks) (iii) 1.5 billion billion (16 Marks) (iv) 1.25 billion billion (14 Marks) (v) 1.0 Billion 1.25 billion (12 Marks) (vi) 0.75 Billion 1.0 billion (10 Marks) (vii) 0.50 Billion 0.75 Billion (8 marks) (viii) 0.45 Billion 0.50 Billion (2 marks) (ix) Less than 0.45 Billion Capabilities & Strength 20 marks 18 marks 16 marks 14 marks 12 marks 10 marks 8 marks 2 marks 0 marks 15% a. Each senior executive should have over 8+ years each experience in global outsourcing sector, across multiple industry verticals. b. mplementation team well versed with Call Center component's configurations with at-least 3 years of experience. c. Compliance to solution functionality required by PA. 5 marks 5marks 5 marks Page 5 of 29 Response Ref Page Yes / No Evidence Max Marks Allocated Marks Obtained

6 Company Experience 65% a. Contract information for top 3 clients with minimum of 75 seats call center setup, delivered from Pakistan facilities. (Client Name, Primary ndustry, Services provided, Number of resources, tenure) 2 Marks each 6 marks b. Pakistan Call Center Actual Production hours (nbound, Outbound, Non-Voice): (i) Less than 20,000 hrs / month (0 mark) 03 marks (ii) Minimum 20,000 hrs / month (1 mark) (iii) hrs / month (2 marks) (iv) hrs / month (3 marks) c. Pakistan contacts dialed through outbound platform (i) Less than 10,000 dialed calls monthly (0 mark) (ii) Minimum 10,000 dialed calls monthly (1 mark) (iii) dialed calls monthly (2 marks) (iv) dialed calls monthly (3 marks) 03 marks d. Pakistan Call Center Actual nbound Call Volume (i) Less than 100,000 inbound calls per month (0 marks) (ii) Minimum 100, ,000 inbound 03 marks calls per month (1 mark) (iii) +150, ,000 inbound calls per month (2 marks) (iv) +200,000 and above inbounds calls per month (3marks) e. Deployment, configuration, testing, management, and support services of leading telephony platform brands 04 marks (Genesys, Avaya, Cisco, NCE) (1 mark each) f. Call Center Deployment in Pakistan in last 5 years: (minimum 15 seats) (i) 5 or more sites (15 marks) (ii) 3 sites (9 marks) (iii) Less than 3 sites (1 Mark) (iv) No sites (0 marks) 15 marks g. ntegration with Airline Source Systems (2 marks each host) Page 6 of 29

7 (i) Sabre (ii) Award Plus (iii) Cargo (iv) Flight operation (v) CMS 10 marks h. Facility Management Experience of Airline Contact Center: (i) greater than 5 years (15 marks) (ii) 5 years - 3 years (5 marks) 15 marks (iii) Less than 3 years (1 Mark) (iv) No experience (0 marks) i. Analytical and Data Mining Capabilities (1 mark each) (i) Business ntelligence Dashboards 03 marks (ii) Business Analytics (iii) Data mining h. Share contact of customers for Service Level Agreement verification purpose where SLA has been achieved throughout the year: (i) System Uptime 99.9% excluding planned 03 marks maintenance (1 mark) (ii) Call Center Performance SLA Average 80% (1 mark) (iii) Contact Center Agents Complain Ratio should be <1% (1 mark) Page 7 of 29

8 Functional Evaluation Criteria PA Call Center The parameters for service requirements will only be evaluated if and only if following criteria is fulfilled Response Ref Page # PA Evaluation Team Parameters Response (Yes / No) Yes / No Description (Evidence) V V Manage, and maintain 24/7 End-to-end Call Center Operations, Facility, Staff, processes on turnkey basis 24 / 7 global coverage nbound / Outbound calls handling management Manage/Handle calls regarding flight schedules, reservations, the frequent flyer programme, travel advice and travel related information nbound Voice Handling reservation requests and general customer enquiries regarding flight details, fares etc. Agents should additionally be trained in upselling and cross-selling. Agents should additionally be trained in up-selling and cross-selling. Articulate how the vendor will ensure capacity development and imparting these skills to the team. Agents to help client increase conversion ratios and maximize revenues. Vendors should articulate how this will be achieved. Skill-based routing of calls according to agent skills Outbound Voice Customer information delivery regarding change of flight status i.e. confirmation, reconfirmation, delay flight etc. Promotional Activities Market Research & Satisfaction Surveys VR Services Architecture Supports Open SP based architecture Support Protocols like Voice XML, CCXML, MRCP but not limited to Capability of Drag and Drop menu shuffling Page 8 of 29

9 V V Can be implemented on OFF THE SHELF HARDWARE ntegration with PA host and other system/applications. (Sabre, Award Plus, Flight Ops) Services (but not limited to). Turnkey solution for providing end-to-end VR E-Ticketing transaction facility through integration with PA Reservation System.. Flight nquiries (English & Urdu), Flight Reservations (Voice Recognition) E-Ticketing - Credit Card V. E-Ticketing via VR, CRM - Sales Center V. Reservation nquiry V. Refunds, Cancellations Processing V. Transfer to Customer Service Representative V. Special promotion X. X. PA Branch / Cash Offices locations, Sales Center working hour Travel Agent connectivity X. Awards Plus Program X. nformation availability in regional languages i.e. Pashto, Sindhi etc. Page 9 of 29

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11 Parameters Description Yes / No V V V V V X Frequent Flyer Program Management Handle Frequent Flyer program back-office functions Application / Form Processing Document Management and Workflow Data Capture, Verification, Cleansing and Exception Risk / Fraud Review Database Updates and Maintenance New Enrolment Online Missing Miles Request Online Redemption Request Online Marketing Promotions & Campaign Management V Database Creation, Cleansing and Management Direct Mail Services Outbound Call Campaigns w.r.t. seasonal peaks and valleys Follow up with customers to offer discounts or promotions for booking a new flight and rewards program memberships Call Recording Facility V V V Should support P Based recording Secure and encrypted voice calls Quality Manager for agent evaluations Recording and real time monitoring of calls for performance management & problem resolution 100% network voice recordings and screen capture technology Multiple search criteria Work force Management V Forecast the volume of calls (or other interaction types, like s and chat sessions etc.) Workforce management (WFM) software to schedule the optimal number of agents to meet projected needs Planning agent breaks, training classes, planned vacations and unplanned sickness Service requirements / needs, report and forecast Page 11 of 29 # (Evidence) Response Ref Page Evaluation Team Team response Response Yes / No Yes / No

12 comply with applicable employment laws, rules and regulations V V WFM forecasts and comparison to actual figures and make corrections as needed Call Center Reports (A) A B C D E F G (B) A (C) A Vendor shall provide below mentioned reports, these are mandatory reports and there can be addition during the course of contract. System should have the capability of producing new and customize reports Agent Base: Agent Performance Critical ncident Analysis Comprehensive Center Report Schedule Changes Seats Cancellation Report Monthly Telex Report (Flight Cancellation, Delays etc.) Awards Plus Monthly Analysis CDR Reports Complete Calling rates for local, national and international Customize Reporting tool: Reporting tool shall be provided which can be used to create customized reports Note: Excel based report will not acceptable Disaster and Data Protection Management V V V V V X Voice, data, first and Second level backup 24 hour on-call internal.t. staff 24 hour emergency service contracts with all technology solutions Disaster Recovery Co-location with PA Virtual agents program Network Data security Emergency contingency planning with PA ERP software Power System Uptime of 99.99% Call System Uptime of 99.92% Web nteraction and online customer support Page 12 of 29

13 Auto responders and complete history of past s to and from customers Provide a chat window from the PA website for chat support Provide a functionality on PA website for call-back service nteraction on social media such as twitter, Facebook and related websites for PA Brand building Personalize and immersive customer experience through use of multiple futuristic online interaction channels V V Call Center Management Currently PACC consists of a total head count of 200+ employees. The breakup is mentioned below: Operations Manager 1 Supervisors 3 Team Leaders 9 QA/Training/WFM/MS 6 Agents 167 (nbound, Outbound and Award Plus) HR 1 Admin 1 System Administrators 4 Support Staff 8 V V V V Financial proposal should contain costing for all headers mentioned under Call Center parameter Vendor should share a plan as how will transition of operation to take place, including hiring of team, training of CSRs, policies documentation etc. The plan should have details around every aspect with time mentioned accordingly Vendor should explain in detail how will they ensure recruitment and retention in order to maintain SLA throughout the contract period Forecasting of volume of calls and additional resources requirement Vendors will be responsible for all administrative items, office supplies, printers, scanners, fixtures, general consumption items (water, tea, etc.) Costing should include facilities like Transport, medical, incentives, bonus, salaries etc. for each header How will vendor cater to counseling, evaluations, Page 13 of 29

14 V feedback and warnings etc. How will vendor respond to financial shortfall due agents mistakes Service Level Agreement Vendor to explain how they will ensure below SLA are met: V V V V V V X Average nbound talk time refer Annex 2 Average Outbound talk time refer annex 2 10k-12k inbound calls with 80% of calls answered with 20 seconds Telexes for all affected lights to be action within 15mins Share experiences of handling tough situation while managing aviation call center in last 3 years Speed of answer: under 3 seconds Call-handling: All reservation related queries should be handled by CSRs Delay before abandon: Call should be answered before 20 seconds Percentage of calls abandoned: Not more than 5% Average time in queue: Should be able to answer before 20 seconds Data Security Hardware and Software based data security i.e. encryption etc. Hardware and Software data security management to ensure data is inaccessible to unauthorized personnel Ensure data integrity and confirming procedures to nullify events leading to data corruption Upgrade and System Maintenance V How will vendor handle parallel upgrade for existing system What is the estimated deployment time for upgrade and plan for smooth transition to new system Please share an experience where vendor has parallel upgraded call center system Sample schedule of preventive maintenance, all maintenance activities shall be carried out with 0 or minimum downtime. Page 14 of 29

15 Mobile communication V V V ntegrated auto-sms generation for information related to change in flight schedule, cancellation Provisioning of real time SMS alerts for customers nternational SMS gateway capability Follow up SMS for inbound call center customers Auto voice messages about flight status updates end to end ticketing, check in Complete facility through of cuttingsupport edge mobile On-Lineuse Ticketing technologies Credit Card verification and generating system alerts Baggage Tracking Call Center nbound calls handling with a high level of passengers empathy and diffuse potential customers complaints Outbound call to efficient contact customers when baggage located andmanagement is ready for delivery Customer database for pre/post baggage tracking Regional Language Call Center Services Multi lingual inbound/outbound CSRs especially proficient in Pushto, Sindhi etc. Page 15 of 29

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26 Existing Call Centre Statistics *Based on 2012 data Standard Call Centre Agent Utilization Pattern S.No. 1 2 Description Peak hours Shift Time Agents in inbound 3 Agents in Outbound 4 Agents in Award plus Shift Pattern 8Am 4 Pm Total Agent utilization 1 2 Non- Peak Hours Shift Time Agents in nbound 3 Agents in Outbound 4 Agents in Award plus Total Agent Utilization 1 2 Non- Peak Hours Shift Time Agents in nbound 3 Agents in Outbound 4 Agents in Award plus Total Agent Utilization % 55% 4pm-12am % 12am-8am % Page 26 of 29

27 PA Contact Centre Performance Report Year 2012 Reservation of (nbound Calls) Jan Feb Mar April May June July Aug Sep Oct Nov Dec Total 1 Calls Answered by VR Calls Offered Calls Answered Calls Abandoned Average Delay Average Talk Time 0:02:45 0:02:57 0:03:02 0:02:52 0:03:03 0:03:04 0:03:02 0:02:59 0:02:45 0:02:56 0:03:01 0:02:59 0:02:57 7 Services Level Queues (Outbound Calls) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total 1 Calls Made PNRs Actioned Telexes Handled Awards Plus (Frequent Flyer Program) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total 1 New Enrollment Missing Points Redemptions Service Centre s Page 27 of 29

28 NTEGRTY PACT / DSCLOSURE CLAUSE (To be submitted on Company s Letterhead) Declaration of Fees, Commissions and Brokerage Etc. Payable by the Suppliers, Vendors, Distributors, Manufacturers, Contractor & Service Providers of Goods, Services & Works the Seller / Supplier / Contractor hereby declares its intention not to obtain the procurement of any Contract, right, interest, privilege or other obligation or benefit from Government of Pakistan or any administrative subdivision or agency thereof or any other entity owned or controlled by it (GOP) through any corrupt business practice. Without limiting the generality of the forgoing the Seller / Supplier / Contractor represents and warrants that it has fully declared the brokerage, commission, fees etc., paid or payable to anyone and not given or agreed to give and shall not give or agree to give to anyone within or outside Pakistan either directly or indirectly through any natural or juridical person, including it affiliate, agent, associate, broker, consultant, director, promoter, shareholder sponsor or subsidiary, any commission, gratification, bribe, finder s fee or kickback whether described as consultation fee or otherwise, with the object of obtaining or including the procurement of a contract, right, interest, privilege or other obligation or benefit in whatsoever form from Government of Pakistan, except that which has been expressly declared pursuant hereto. The Seller / Supplier / Contractor certifies that it has made and will make full disclosure of all agreements an arrangements with all persons in respect of or related to the transaction with Government of Pakistan and has not taken any action or will not take any action to circumvent the above declaration, representation or warranty. The Seller / Supplier / Contractor accepts full responsibility and strict liability for making any false declaration, not making full disclosure, misrepresenting facts or taking any action likely to defeat the purpose of this declaration, representation and warranty. t agrees that any contract, right, interest, privilege or other obligation or benefit obtained or procured as aforesaid shall without prejudice to any other right and remedies available to Government of Pakistan under any law, contract or other instrument, be void-able at the option of Government of Pakistan. Notwithstanding any rights and remedies exercised by Government of Pakistan in this regard, the Seller / Supplier / Contractor agrees to indemnify Government of Pakistan for any loss or damage incurred by it on account of its corrupt business practices and further pay compensation to Government of Pakistan in any amount equivalent to ten time the sum of any commission, gratification, brief, finder s fee or kickback given by the Seller / Supplier / Contractor as aforesaid for the purpose of obtaining or inducing the procurement of any contract, right, interest, privilege or other obligation or benefit in whatsoever from Government of Pakistan. Page 28 of 29

29 (To be submitted on Rs. 100 Stamp Paper) General Manager Commercial Purchases & Contracts Procurement & Logistics Division Pakistan nternational Airlines Karachi Subject: Undertaking to Execute Contract Dear Sir, 1. We/, the undersigned tenderer do hereby confirm, agree and under take to do following in the event our / my tender for supply of to PA is approved and accepted: 2. That we / will into and execute the formal contract, a copy of which has been supplied to us / me, receipt whereof is hereby acknowledge and which has been studied and under stood by me / us without any change, amendment, revision or addition thereto, within a period of seven days when required by PA to do so. 3. That all expense in connection with the preparation and execution of the contract including stamp duty will be borne by us / me. 4. That we / shall deposit with PA the amount of security as specified in the contract which shall continue to e held by PA until three months after expiry of the contract period. 5. That in event of our / my failure to execute the formal contract within the period of seven days specified by PA the Earnest money held by PA shall fortified and we / shall not question the same. Tenderer s Signature Name in full Designation Address Phone / Fax # CNC Seal Date Page 29 of 29

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