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 will be called on Single Stage Two Envelope basis. A pre-bid meeting is scheduled on January 02, 2014 at 15:00 Hrs at Conference Room of P&L Department. Prospective bidders should send their nominations at Local 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 Financial Proposal. Bids must reach at address given below on/ before January 27, 2014 till 10:30 Hrs (PST). Technical proposals will be opened on same date at 11:00 Hrs (PST). For any query, please feel free to contact. General Manager (Procurement & Logistics) Pakistan nternational Airlines Procurement and Logistics Building PA Head Office, Karachi. Ph: , Page 1 of 30

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//electricity) Page 2 of 30

3 Call Centre Service Requirements nbound Services Handling 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 . Customer Behavior and Trend Analysis Data modeling to analyze passenger query pattern and estimation for future demand. Generate overall activity and performance analysis reports for management reporting and promotional campaigns. Frequent Flyer Program Management Application/Form Processing Document Management and Workflow New Enrollment Online Missing Miles Request Online Redemption Request Online s interaction with Customers Risk/Fraud Review Marketing Promotions and Campaign Management Communication of new travel products to passenger such as flights, promotional fares launched by PA. Outbound Call Campaigns respond analysis and reporting. Page 3 of 30

4 Call Recording Facility Recording and round the clock, real time call screening for service level quality management. Work Force Management 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. Disaster and Data Protection Management 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. Web interaction and Online Customer Support nteraction with customers through web including , chat window and social media for PA Brand image enhancement, customer relationship building and pattern analysis. Call Center Management Overall Call Centre facility, system and personnel management. Data Security 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. Mobile Communication 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 30

5 Bidder Capabilities for delivery of Call Center Solution Mandatory Criteria The under mention option will only be evaluated 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. Vendor should be able to provide a maximum of 200 Plus agents working capacity. Maximum Marks:100 Minimum Passing 75 Parameters Max Marks Allocated Financial Capabilities 20% Response Ref Page Three years audited financial statements Total consolidated YES/NO EVDENCE revenue: (i) PKR1.0Billion 20marks (ii).75billion-.99billion 18marks (iii).50billion-.74billion 15marks (iv).0billion-.49billion 5marks Marks Obtained Capabilities & Strength 15% a. Each senior executive should have over 5 years 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 5 marks 5marks Page 5 of 30

6 Company Experience 65% a. Contract information for top three clients with minimum with 75 seats call centre set up, delivered from Pakistan facilities (Client name, primary, industry, services provided, number of resources, tenure ) 2 marks each b. Call centre actual production hours,inbound, out bound, non-voice : (i) Less than 20,000 hours/ month (1 mark) (ii) 20,000-25,000 hours /month (2 mark) (iii) + 25,000 hours /month (3 marks) c. Contacts dialed throughout bound platforms i) Less than 10,000 dialed call monthly (1) mark) ii) 10,000-15,000 dialed calls monthly (2 mark) iii) dialed calls monthly (3 marks) d. Call centre actual inbound calls volume i) Less than 100,000 inbound calls per month,(1 mark) ii) 100, ,000 inbound calls per month (2 mark) iii) +200,000 and above inbound calls per month,(3 marks) e. Deployment, configuration, testing, management and support services of leading telephony platform brands, (genesys, avaya, cisco,nice ), (1 mark each) f. Call centre deployment in Pakistan in last five years ; (Minimum 15 seats) i) 5 or more sites (15 marks) ii) 3 sites (9 marks) iii) Less than 3 sites (1mark) g. Client Software should integrate with PA systems 06 marks 03 marks 03 marks 03 marks 04 marks 15 marks 10 marks Page 6 of 30

7 h. TELECOM, BANKS/ ARLNE contact centre i) Greater than 5 years, (15 Marks) ii) Five years- 03 years (5 marks) iii) Less than 3 years,( 1 marks) iv) No experience (0 marks). Analytical and data mining capabilities (1 mark each) i) Businesses intelligence dash boards ii) Businesses analytics iii) Data mining J. Share contact of customers for service level agreement verification purpose where SLA has been achieved throughout the year : i) System uptime 99.9 % excluding plan maintenance (1 mark) ii) Call centre performance SLA average 80% (1 mark) iv) Contact centre agents complaint ratio should be less than 1% (1 mark) 15 marks 03 marks 03 marks Page 7 of 30

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9 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 Yes / No Response (Yes / No) Description (Evidence) 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 V schedules, reservations, the frequent flyer programme, travel advice and travel related information V 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 9 of 30

10 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. V. V. Refunds, Cancellations Processing Transfer to Customer Service Representative Special promotion X. PA Branch / Cash Offices locations, Sales Center working hour X. Travel Agent connectivity X. X. Awards Plus Program nformation availability in regional languages i.e. Pashto, Sindhi etc. Page 10 of 30

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12 Parameters Description Response Ref Page Yes / No # Evaluation Team (Evidence) Team response Response Yes / No Yes / No V V V V V X V V V V V 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 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 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 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 12 of 30

13 comply with applicable employment laws, rules and regulations V V (A) A B C D E F G (B) A (C) A WFM forecasts and comparison to actual figures and make corrections as needed Call Center Reports 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 V V V V Note: Excel based report will not acceptable Disaster and Data Protection Management 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 V Power System Uptime of 99.99% X Call System Uptime of 99.92% Web nteraction and online customer support Page 13 of 30

14 V V 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 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 14 of 30

15 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: 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 V Telexes for all affected lights to be action within 15mins V Share experiences of handling tough situation while managing aviation call center in last 3 years V Speed of answer: under 3 seconds V Call-handling: All reservation related queries should be handled by CSRs V Delay before abandon: Call should be answered before 20 seconds V Percentage of calls abandoned: Not more than 5% X Average time in queue: Should be able to answer before 20 seconds V 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 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 15 of 30

16 V V V Mobile communication ntegrated auto-sms generation for information related to change in flight schedule, cancellation Provisioning of real time SMS alerts for flight customers nternational and awards SMS miles gateway balance capability etc. Follow up SMS for inbound call center customers Auto voice messages about flight status updates Complete end to end ticketing, check in facility through On-Line use Ticketing of cutting Support edge mobile 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 Customer located database and management is ready for delivery for pre/post baggage tracking Regional Language Call Center Services Multi lingual inbound/outbound CSRs especially proficient in Pushto, Sindhi etc. Page 16 of 30

17 Specification for PA nbound Contract Center General Features of the Application 1. ACD/PABX 1.1. User Right Management a) User Groups (Agent/Team Leaders/ Manager/Head/Custom) b) User/Group base role and privilege c) Workgroup Management for users and admin up to city/group/product wise Possible Roles in Call Center will be: Call Center User Administrator Call Center Manager Team Managers Team Leader Agent/Officer Quality Manager Quality Officer MS Manager MS Office Skill Sets Routing Queue Management 1.2. Telephony Features: The offered system shall not guarantee a busy tone after the call has terminated at the customer contract center. Customers to have the ability to hear pre-programmed or pre-recorded messages/music and others System shall be able to capture CL and DNS t is intended to use the nteractive Voice Response system (VR) to effectively route incoming calls to a selected group of CSRs to meet the specific needs of the customer by section of appropriate options f the queue limit has been exceeded, a new incoming call into that queue will be played a user configurable DRAN and the caller will be given a choice whether to hold or discontinue or auto move to 2nd ncoming calls to the Contract Center, by any or all of the access schemes shall be by default distributed to the most appropriate and longest waiting CSR, or depending upon the routing strategy applied at the CT level The system shall have a Tele-Scripting tool along with automated outbound dialer Tele-scripts will enable the programmer/developer to create customized scripts, which are executed by the management, to send out a broadcast message to all staff member incase of any critical situation The ACD system should support call recording, storage and analysis for all incoming/outgoing calls The ACD system should support CSR group family The offered system should be capable of nbound and Outbound Call Processing Blended call processing (nbound and Outbound) The offered ACD system should be capable of fully integrated with the voice logging system, VR and CT Automatic connect feature shall be available for headset users. Page 17 of 30

18 The offered system shall support skill-based routing, and shall allow a CSR to be a member of any number of ACD groups simultaneously The offered system shall be able to segment the CSR pool into smaller groups based on specific skill sets (Language skills, Experience level products, knowledge, proficiency, priority etc The skill-sets attribute and associated assignments shall be user definable and configurable All units must have one button access to common features such as transfer, hold, conference and discount on both Hard phones and Soft phones The telephone system should allow for conferences with third parties outside the Customer Contact All units must have feature buttons, which can be individually programmed All units will be equipped with a speakerphone for hands-free operation The headsets will be directional with noise minimization features All offered Units/Consoles should be Headset compatible The system shall start data collection from the moment the call center the ACD till the call is terminated The statistical data collected should be capable of tracing the call through the entire call flow within the The system should provide abandoned call statistics All statistical call data must be time and date logged The system shall have the facility to export the statistical data to other applications (e.g. Windows) for user specific requirements, or shall support report-generating tools The ACD system s management reporting capabilities should include real-time system, group, CSR, trunk reporting as well as cumulative activity reports and user defined Customized reporting ndividual supervisors/managers should have access to their own group or other groups, or complete Customer Contact Center report based on access security level, also full Audit Trial Reports should be The queue must have music on hold The longest waiting time given the highest priority Reserving an CSR as soon as one become available Queuing statistic-real time screen based information Abandoned calls in queues must be cleared automatically from the system and ACD ports released n case of the outage of CT or the VR, the ACD should be able to process the calls to the agents. High The switch must be able to support P environment Complete soft phones with nbound and Outbound capability Support to transfer the calls to the VR at any specified location where particular commentary can be The system should provide the status console for the agent showing their KD s CRM connectivity The system should also log all agent activities The system should also support supervisory screens The Agent should be able to define his Call back list. f any call drops due to some reason agent can mark a disposition of Call Back. System should automatically dial the number when agent is on idle state Queue Management Options for Multiple Music on Hold 2. nteractive Voice Response (VR) 2.1. The proposed system shall have an open SP based architecture design. Page 18 of 30

19 2.2. The proposed system shall be easily scalable to handle larger number of calls. Please explain how many ports each box can handle without compromising on performance 2.3. The system will support diagnostic programs to detect a fault in system hardware and software 2.4. When a call is routed to VR, the system shall prompt the caller with a user-recorded greetings and give an option to select a language (the system should have Urdu and English bilingual the caller selected After selecting the language all VR prompts will be played in the language the caller selected The VR shall repeat the message again if the caller has not responded to the VR system prompt. Message repeat time, number of times and action thereafter shall be user programmable An error message will be played by the VR system in the case of the caller entering an invalid entry The system should provide a GU utility to customize the voice prompts/recording following system parameters to meet operational requirements The VR shall have a comprehensive statistics and reporting feature to collect and store call data The system shall maintain statistics of each step of the call, from the time the call enters the VR till the time that the call is released from the VR The system shall provide and maintain statistical data related to system performance and call activities such as but not limited to: Number of calls per port per day, Total calls per hour, Average call Duration, Number The proposed system shall support a report generation tool, to create and design customer specific The agent should be able to transfer a call into a specific area of VR The system should provide sufficient levels of Audit Control Text to speech feature should be provided as an option 3. CT Requirements 3.1. The CT server should support integration with any Agent software module like CRM 3.2. Soft Phone support is mandatory 3.3. The system should be able to provide enough information to the Agent application for customer 3.4. The system should be able to provide instantaneous Telephone Call and Software Screen for the agent The CT should be able to control all the routing 3.6. Complete Agent Matrix should be available at CT 3.8. The system should support unlimited number of Queues 3.9. t should be able to integrate with the voice recording solution The system should provide both nbound and Outbound support The system should support preview dialing The system should support Predictive dialing The system should also support blended option t should have a Multimedia Solution for managing s, web-chat, etc The system should provide a GU interface for skill, Queue and routing management. Business Based/Data Driven Routing is a must feature Unauthorized access to the system should be denied Unauthorized access to the system should be logged The CT should provide complete audit trial reports especially for Call Center user-end point of view. We needs log for every fail attempt of PN generation so that reason can be identified without T support at some There should be a mechanism for Data backup and restore of the CT server The proposed CT solution should support Telephony ntegration with , and nternet through a Coordinated voice and data(screen pop-up) Page 19 of 30

20 Page 20 of 30 P&L Procurement & Logistics Deliver Data information at the same time as the voice call The CT solution must have the ability to screen pop based on caller entered digit, network information, (CL,DNS) data passed from VR, etc Synchronized call transfer, conference, consult Person to person, VR to person Skill-based routing or any function based multi tier skill set Routing Engine should be a GU based The offered system shall be WEB enabled, based on thin clients and support s integration The system should have the capability to handle multimedia interactions. 4. Voice Recorder 4.1. All the agent work stations need to be recorded The Voice recordings should be available online 4.3. Must be able to switch voice recording on and off on the lines All the outbound calls should be recorded All the PA specific transactions should be recorded with separate tags. Please provide hide the system 4.6. The system should allow the capability to manage the voice files and there periodic deletion Recording parameters should be configurable There should be an exhaustive module for play back and search The files should be stored securely Any unauthorized access should be denied and logged The system should provide complete audit trial of all the activities performed There should be a comprehensive Backup and Restore procedure The system should be scalable to cope with future increase of lines The system should be capable for handling P based recordings Retrieve calls using a variety of search criteria including but not limited to:- CL Work Code Duration of Call Station D Agent D Date/Time Export recordings to other media including:- DVD CD Audio File Huge recording capabilities so that call center term should need to maintain the Archival process 5. Recording Searching Criteria 5.1 Search from Start to End Date (Month/Day/Year) 5.2. Search from Start Time to End Time (hh:mm)-24 Hour format 5.3. Agent D 5.4. Service/Campaign 5.5. Workgroup 5.6. Action Code 5.7. Calling Party Number 5.8. Called Party Number 5.9. DN Number/ Station Number Separate Download Recording file option. 6. Reporting 6.1. Complete Agent-wise Reports.

21 Page 21 of 30 P&L Procurement & Logistics 6.2. Complete Team wise Reports Overall Call center Service Level reports 6.4. Report which reflects individual inbound agent performance and its impacts on overall service level in a 6.5. Agent wise complete Call Reports (Detail CDR) 6.6. Team/Group wise agent Reports Graphics Reports (Histogram) 6.8. Agent Login Report (ncluding agent profile details) this report enable you to find out all the agents login time at the start of the day or any user defined customized report Calls made by an agent during a Day/Hour/Month Calls record of a specific agent(s) for a particular span of time and date Disposition code summary The action code updated by an agent through a service Successful and attempted calls report Agent wise call duration report (Graphically) ACW Reports AUX Code punching report agent wise. 7. Types of Report: Reporting should be divided in 2 different modules: 7.1. Overall Performance 7.2. CDR Reports (Call Detail Recording)/ Billing Software 7.1. Overall Performance: ndividually Agent Reports with complete calling details i.e. Total No. of calls made, Total Aux time, Total Occupancy, Attendance, Login-Logout report, Hold Time, ATT, AHT, ACW, Response, Abandoned by agent etc Team Wise Reports with above mentioned statistic A Report Designer should be provided to user Administrator which Generate detailed and summarized reports according to business requirements Option to Print selected pages from Report and for export on excel as well All the reports should easily be exportable in Excel format Reports required on Complete Staff Data Attendance Report Reporting through different Channel ( s/Web based Reports/SMS Text Messaging) Complete real time view of all channels on recording with name and current status i.e. Recording status (Enable/Disable), Station (DLE/Busy) Monitoring tool should be capable to restrict TL s to view their own team only Quality team, Team Manager, Unit Manager, Administration can have rights to view all channels Live calls can be listening with the Monitoring tool Sniffing (Complete Sniffing functions required) Bridging (Complete functionalities required) Message Center The system should provide provision to define general marketing message which should be available to all agent. The screen should define the timing for the general message The system should provide the definition of these messages against some back end processing Like account The system should provide a query generator for the segmentation of the customer. , SMS, Fax The system should be integrated with SMS The system should be integrated with The system should be integrated with Fax

22 Page 22 of 30 P&L Procurement & Logistics The system should be able to send messages through sms against user defined triggers. The system should be able to send messages through against user defined triggers The system should define screen to define pre defined messages. The design screens should support HTML and should be dynamic to fetch data from database. 8. Wallboard As per business requirements there should be at least 3 views available for Wallboard for different locations. A separate database should be designed containing agent s demographic which will be connected with There should be multiple screens available with different formats changing according to pre-defined data like: 8.1. ndividual Agent Performance Screen 8.2. Overall Agent Status Screen 8.3. Screens reflecting new and current Queues 8.4. Screens should be change according to defined periodic Sample Design of Wallboard screens can be provided if required There should be a designer tool for wallboard screens for call center administration who can design screens according to requirement or make changes when required. 9.0 Dashboard: Dashboard required for all TL s + Managers + Administrator Dashboard data should be displayed Team wise and every TL can only have access on its own team. Should capable so that TL can have multiple teams access incase of absence but after assign from Administration Team Leader, Team Manager, Call Center Manager can send a message directly to any agent screen while sitting Dashboard screens should reflect data: 9.1. Total agents logged-in at a time in a particular team. 9.2 Status of each agent i.e. DLE/On-call/ACW/Aux (should reflect AUX reason) 9.3. Should reflect all the agents in a team with their names and D s along with current status 10. WFM Attendance Management Leave Management Auto Scheduling Support for a multi-channel (Voice, and Chat), multi-skilled and multi-site environment that Support for a heterogeneous infrastructure Support for ensuring real-time adherence Flexible forecasting and strategic planning based on what-if analyses Employee-friendly optimized scheduling Adhere to union rules and seniority requirements e.g. exception handling Honor flexible business and fairness rules Consider employee preference for schedules Balance between service goals and employee preferences Enable open schedules to allow employee bidding Meet service goals with right number of skilled resources Web-based application for agents, allowing access to schedule, schedule training, shift preferences, availability preferences and time off planning Web-based application for supervisors, allowing decision-makers to edit schedules, time off, schedule trade, and preference request, and view intra- day schedule adherence and key statistics and reports for analysis Agent utilization reports that provide key statistics on agent performances Real-time and historical employee adherence reporting

23 Forecasting 11. Alerts and Audit Logs Management The alert system is required to make sure that every activity like any down time especially for any recording channel/extension, VR channel down or any other component of system Alerts are required to populate telephony data like if there are calls in queue a Alert must raised and forward f there is some certain service level down then alerts raise to management All these alerts should be through , SMS etc 12. Virtual Hold Callback customer through Cube buster functionally (for abandoned calls) All the call abandoned during hold or for any reason will automatically dialed out by dialer and offered to 13. Software for Broadcast SMS to Call Center staff for any incident/updates Required to send a broadcast message to overall call center staff for any incident 14. Software for social Media platform for Call Center staff Required to send/receive facebook & twitter Provide Social Media strategy for Contract Center Provide Mobile Engagement Apps for reservation 15. ntegration with Payment Gateway Provide PC complaint integration with Credit card payment gateway Specification for PA Outbound Contract Center General Features of the Application 1. ACD/PABX 1.1 User Right Management a) User Groups (Agent/Team Leaders/Manager/Head/Custom) b) User/Group base role and privilege c) Workgroup management for users and admin up to city/group/product wise Possible Roles in BDU will be: BDU User Administration BDU Manager Team Manager Team Leader Agent/Officer Quality Manager Quality Officer MS Manager MS Officer 1.1. Telephony Features: The System shall support back office extensions (Managers) System shall be able to capture CL and DNS The system shall have a Tele-scripting tool along with automated outbound dialer Tele-scripts will enable the programmer/developer to create customized scripts, which are Page 23 of 30

24 Page 24 of 30 P&L Procurement & Logistics executed by the management to send out a broadcast message to all staff member in case of any critical situation The ACD system should support call recording, storage and analysis for incoming/outgoing calls The ACD system should support CSR group facility The offered system should be capable of nbound and Outbound Call Processing Blended Call Processing (nbound & Outbound) All units must have one button to access common features such as transfer, hold conference, and The telephone system should allow for conferences with third parties outside the Customer Contract All units will be equipped with a speakerphone for hands-free operation The headsets will be directional with noise minimization features All offered Units/Consoles should be Headset compatible All statistical call data must be time and date logged The system shall have the facility to export the statistical data to other applications (e.g. Windows) for user specific requirements, or shall support report-generating tools The queue must have music on hold Abandoned calls in queues must be cleared automatically from the system and ACD ports released The switch must be able to support P environments Complete soft phones with nbound and outbound capability Support to transfer the call to the VR at any specified location Siebel CRM 8.1 connectivity The system should also log all agent activities The system should also support supervisory screens 2. nteractive Voice Response 2.1. There will be automated VR required for outbound calls where a script/marketing message will be provided by manager and programmed to call on large number of customer (mobile phone/land line) 2.2. f customer wants to respond on the message he/she should have option to press any key as a 3. CT Requirements 3.1. The CT server should support integration with any Agent software module like Siebel 8.1 CRM 3.2. Soft phone support is mandatory 3.3. The system should be able to provide enough information to the Agent application for customer 3.4. The system should be able to provide instantaneous Telephone Call and Software Screen for the 3.5. The CT should be able to control all the routing 3.6. Complete Agent Matrix should be available at CT 3.7. t should be able to integrate with the voice recording solution 3.8. The system should provide both inbound and outbound support 3.9. The system should support preview dialing The system should support predictive dialing. (need to discuss) The system should also support blended option t should have a Multimedia Solution for managing s, web-chat etc Unauthorized access to the system should be denied There should be a mechanism for Data Backup and restore of the CT server The proposed CT solutions should support Telephony ntegration with , and internet through a Coordinated Voice and Data (screen pop up) Deliver data information at the same times as the voice call The CT solution must have the ability to screen pop based on caller entered digit, network information (CL,DNS), data passed from VR, etc

25 Page 25 of 30 P&L Procurement & Logistics Synchronized call transfer, conference, consult The offered system shall be WEB enabled, based on thin clients and support s integration The system should have the capability to handle multimedia interaction System should have a Not to Call list (NTC) maintained by BDU Administrator and system should System should have a configuration option from where dialing to specific cities/countries/codes etc should be restricted; this will be maintained by BDU Administrator 4. Voice Recorder 4.1. All the agent workstations need to be recorded The Voice recordings should be available online 4.3. Must be able to switch voice recording on and off on the lines All the outbound/inbound calls should be recorded All the banking transactions should be recorded with separates tags. Please provide how the system 4.6. The system should allow the capability to manage the voice files and there periodic deletion Recording parameters should be configurable There should be an exhaustive module for play back and search The files should be stored securely Any unauthorized access should be denied and logged The system should provide complete audit trial of all the activities performed There should be a comprehensive Backup and Restore procedure The system should be scalable to cope with future increase of lines The system should be capable for handling P based recordings Retrieve calls using a variety of search criteria including but not limited to:- CL Work Code Duration of Call Station D Agent D Date/Time Export recordings to other media including:- DVD CD Audio File Huge recording capabilities so that call center term should need to maintain the Archival process 5. Recording Searching Criteria 5.1 Search from Start to End Date (Month/Day/Year) 5.2. Search from Start Time to End Time (hh:mm)-24 Hour format 5.3. Agent D 5.4. Service/Campaign 5.5. Workgroup 5.6. Action Code 5.7. Calling Party Number 5.8. Called Party Number 5.9. Separate Download Recording file option. 6. Reporting 6.1. Complete Agent-wise Reports Complete Team wise Reports Overall all BDU reports in a day 6.5. Agent wise complete Call Reports (Detail CDR) 6.6. Team/Group wise agent Reports.

26 6.7. Graphics Reports (Histogram) 6.8. Agent Login Report (ncluding agent profile details) this report enable you to find out all the agents login time at the start of the day Calls made by an agent during a Day/Hour/Month Calls record of a specific agent(s) for a particular span of time and date Disposition code summary The action code updated by an agent through a service Successful and attempted calls report Agent wise call duration report (Graphically) 7. Types of Report: Reporting should be divided in 2 different modules: 7.1. Overall Performance 7.2. CDR Reports (Call Detail Recording)/ Billing Software 7.1. Overall Performance: ndividually Agent Reports with complete calling details i.e. Total No. of calls made, Total Aux time, Total Occupancy, Attendance, Login-Logout report, Hold Time etc Team Wise Reports with above mentioned statistic A Report Designer should be provided to user Administrator which Generate detailed and summarized reports according to business requirements Option to Print selected pages from Report and for export on excel as well All the reports should easily be exportable in Excel format Reports required on Complete Staff Data Attendance Report Reporting through different Channel ( s/Web based Reports/SMS Text Messaging) Complete real time view of all channels on recording with name and current status i.e. Recording status (Enable/Disable), Station (DLE/Busy) Monitoring tool should be capable to restrict TL s to view their own team only Quality team, Team Manager, Unit Manager, Administration can have rights to view all channels Live calls can be listening with the Monitoring tool Sniffing (Complete Sniffing functions required) Bridging (Complete functionalities required) 7.2 CDR Reports (Calls Detail Recording) / Billing Software Complete Billing-type reports for individual and Team wise (use any format for itemize bill for a mobile). Showing Following Data: Total Call made by an agent Each and every dialed number Duration for individual call and for overall duration 13. ntegration ntegration of ACD with PA Reservation, Flight nformation & Loyalty Program ntegration of VR with PA Reservation, Flight nformation & Loyalty Program ntegration of CT with PA Reservation, Flight nformation & Loyalty Program ntegration of CRM with PA Reservation, Flight nformation & Loyalty Program 14. Others 14.1 Quality Manager 14.2 Knowledge Management Tool 14.3 B/DW System 14.4 Screen Capture 14.5 Fresh VR Scripting and recording Page 26 of 30

27 Existing Call Centre Statistics *Based on 2012 data Standard Call Centre Agent Utilization Pattern S.No. Description Shift Pattern % 1 Peak hours Shift Time 8Am 4 Pm 55% 2 Agents in inbound 73 3 Agents in Outbound 15 4 Agents in Award plus 12 Total Agent utilization Non- Peak Hours Shift Time 4pm-12am 35% 2 Agents in nbound 40 3 Agents in Outbound 12 4 Agents in Award plus 8 Total Agent Utilization 60 1 Non- Peak Hours Shift Time 12am-8am 10% 2 Agents in nbound 17 3 Agents in Outbound 6 4 Agents in Award plus 2 Total Agent Utilization 25 Page 27 of 30

28 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 E- 4 Mails Page 28 of 30

29 NTEGRTY PACT / DSCLOSURE CLAUSE (To be submitted on Company s Letterhead) P&L Procurement & Logistics 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 29 of 30

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