- Request For Proposal - - Version (Dated 18th September, 2009) Setting Up & Operation of. Udyami Helpline. The Call Center Service of

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1 - Request For Proposal - - Version (Dated 18th September, 2009) Setting Up & Operation of Udyami Helpline The Call Center Service of Ministry of Micro, Small & Medium Enterprises (MSME) Government of India Reference: September, 2009 Consultants: Telecommunications Consultants India Limited TCIL Bhawan, Greater Kailash-I New Delhi

2 TABLE OF CONTENTS 1.0 DEFINITIONS PROJECT DESCRIPTION AND SCOPE OF WORK PROJECT DESCRIPTION CALL HANDLING PROCEDURE CALL CENTER SET-UP PROVIDING CALL CENTER INFRASTRUCTURE FOR UDYAMI HELPLINE FUNCTIONAL REQUIREMENTS CALL RECORD MANAGEMENT (CRM) APPLICATION SOFTWARE INSTRUCTION TO BIDDERS (ITB) PURCHASE OF RFP DOCUMENT ELIGIBLE BIDDERS COST OF BIDDING: CLARIFICATION ON BIDDING DOCUMENTS AMENDMENT OF BIDDING DOCUMENTS LANGUAGE OF BID DOCUMENTS COMPRISING THE BIDS SUBMISSION OF BID BID PRICE BID SECURITY PERIOD OF VALIDITY OF BIDS FORMAT AND SIGNING OF BID SEALING AND MARKING OF BID BID DUE DATE OPENING OF BIDS BY TCIL EXAMINATION AND EVALUATION OF BIDS AWARD OF CONTRACT TCIL S RIGHT TO VARY QUANTITIES TCIL S RIGHT TO REJECT ANY OR ALL BIDS NOTIFICATION OF SUCCESSFUL BIDDER AND ACCEPTANCE BY SUCCESSFUL BIDDER GENERAL CONDITIONS FOR BIDDING GOVERNING LANGUAGE APPLICABLE LAW CHANGE IN LAW USE OF BID DOCUMENTS AND INFORMATION WARRANTY FOR CRM APPLICATION SOFTWARE POST WARRANTY ANNUAL MAINTENANCE CONTRACT FOR CRM APPLICATION SOFTWARE PERFORMANCE SECURITY PAYMENT TERMS TIME SCHEDULE TAXES & DUTIES LIQUIDATED DAMAGES PENALTY 38 TCIL Page 2 of 50

3 4.13 REDUCTION OF CHARGES UPON INCREASE IN NUMBER OF SEATS IN UDYAMI HELPLINE CALL CENTRE ACCEPTANCE OF THE UDYAMI HELPLINE CALL CENTER SETUP CONTRACT PERIOD IMPLEMENTATION SERVICES BOOKS & RECORDS NOTICE FORCE MAJEURE INDEMNIFICATION DEFAULT AND TERMINATION TERMINATION FOR INSOLVENCY RESOLUTION OF DISPUTES FORMS AND SCHEDULES BID LETTER FORM BID SECURITY FORM BID PRICE SCHEDULE FORMAT FOR PERFORMANCE BANK GUARANTEE 50 TCIL Page 3 of 50

4 1.0 Definitions In this document, the following terms shall have respective meanings as indicated: 1. Udyami Helpline shall mean the proposed Call Center service of Ministry of MSME, Government of India. 2. MSME shall mean Ministry of Micro, Small and Medium Enterprises, Govt. of India. The term MSME includes successors and assigns of MSME. 3. TCIL shall mean Telecommunications Consultants India Limited, New Delhi. The term TCIL includes successors and assigns of TCIL. 4. RFP shall mean Request for Proposal, Tender Document or Bidding Document including the written clarifications issued by TCIL/MSME in respect of the RFP. 5. Authorized Representative/Agency shall mean any person/agency authorized by TCIL/MSME. 6. Contract shall mean the Purchase Order placed by TCIL on successful Bidder and all attached exhibits and documents referred to therein and all terms and conditions thereof together with any subsequent modifications thereto. 7. CCA shall mean Call Centre Agent in the Udyami Helpline Call Center. 8. Shift shall mean an eight-hour shift by one CCA. 9. Stakeholder Institution shall mean an institution involved in providing various facilitation services for the MSMEs. 10. Shift Factor shall mean the percentage of additional CCAs required for provisioning of weekly off days and leaves of the CCAs as the Udyami Helpline Call Center will operate on 16x7 basis 365 days of the year. 11. Specifications shall mean and include schedules, details, description, statement of technical data, performance characteristics, standards (Indian as well as International) as applicable and specified in the Bidding Documents 12. Bidder means the firm/consortium offering the solution(s), services and / or materials required in the RFP. The word Bidder when used in the pre award period shall be synonymous with Bidder, and when used after intimation of Successful Bidder shall mean the Successful Bidder, also called Supplier, on whom TCIL places Purchase Order for Delivery of services. 13. Party shall mean TCIL/MSME or Bidder individually and Parties shall mean TCIL/MSME and Bidder collectively. TCIL Page 4 of 50

5 14. Services means requirements defined in this Request for Proposal including all additional services associated thereto to be delivered by the Supplier. 15. Installation means the supplier s written notification that the system required for delivery of the desired Services have been installed by the Supplier in accordance with requirements and the project plan, and is ready for the acceptance testing. 16. Final Acceptance means the MSME/TCIL s written certification that the Services being delivered during the Probation has been verified as satisfactory in accordance with the defined Specifications. 17. "Acceptance Test Documents" means a mutually agreed document, which defines procedures for carrying out complete test on the site against specifications. It should define tests to be carried out, test equipment and expected test results. 18. Intellectual Property Right, also called IPR, means any and all copyrights, moral rights, trademarks, patent, and other intellectual proprieties. 19. Law" or "Legislation" - shall mean any Act, notification, bye law, rules and regulations, directive, ordinance, order or instruction having the force of law enacted or issued by the Government of India or State Government or regulatory authority or political subdivision of government agency. 20. "Third Party Agency" shall mean any agency appointed by TCIL/ MSME for monitoring the Systems during commissioning and operation. 21. Registration under OSP category shall mean registration of the organisation with Department of Telecom, Government of India, under category of Other Suppliers for domestic call center services. TCIL Page 5 of 50

6 2.0 Project Description and Scope of Work 2.1 Project Description TCIL has been appointed by Ministry of MSME, Government of India, (also called MSME ) as their Turnkey Consultant to launch and operate the Udyami Helpline call center service which will provide information relevant to Micro, Small & Medium Enterprises to the entrepreneurs in India. TCIL invites bids from eligible Call Centre operators to offer their services for operation of the Udyami Helpline Call Center in Delhi/ National Capital Region (NCR). It is not intended to set up the infrastructure for these call centers but to hire the infrastructure including Call Center Agents on lease basis from the existing call centers. It is proposed to have a centralized national Call Centre for Udyami Helpline which will serve each state/ union territory (UT) of India in two languages, i.e., English and Hindi initially and other regional languages subsequently. In the beginning, the Udyami Helpline shall have 10 seats (5 handling calls in English language and 5 in Hindi language), and shall operate in two eight hour shifts, i.e., from 06:00 AM to 14:00 PM and 14:00 PM to 22:00 PM all 365 days a year. Depending on the success of the Udyami Helpline service, starting 10 more seats shall be added and services in some of the regional languages shall be started in the Financial Year additional seats are also planned in the Financial Year with the introduction of the Udyami Helpline service in some more regional languages. MSME/TCIL would have the right to vary quantities i.e., no. of seats/ shifts in the Call Center, at the time of award of the contract and/or subsequently at any time during the contract period. TCIL Page 6 of 50

7 The Udyami Helpline will be accessible by the Entrepreneurs on a toll free Telephone Number. In the beginning, the caller can choose one of the languages English or Hindi through an IVRS prompt, Udyami Helpline will have facilities to answer the queries of entrepreneurs in English and Hindi. Subsequently other regional languages may be introduced. During normal office timings, call center agents (CCAs) will act as a first level of support and it is envisaged that majority of queries will be replied by these first level operators or CCAs. In case, these CCAs are unable to answer the queries, the caller will be advised to contact the relevant institution by providing the required contact details. In case, the caller has a complaint or grievance, the same will be escalated to the relevant institution for redressal through a medium agreed with the institution, which in most cases will be or a Conference Call to the relevant official of that institution. After receipt of the response from the concerned institution, the same will be communicated by the CCAs to the caller. The office hours for the Udyami Helpline would be 6:00 AM to 10:00 PM, in two shifts, and would operate on all days including Sundays and Holidays. During 10:00 PM to 6:00 AM in the night, appropriate IVRS prompt in both English and Hindi languages would be played informing the caller about the working hours of the Call Center. The English script for this message would be provided by MSME/ TCIL. Various MIS data/ reports generated from the call data recorded by the Udyami Helpline is required to be provided to TCIL/ MSME on pre-defined regular intervals so as to optimize the operation of the Call Center. 2.2 Call Handling Procedure a) The Udyami Helpline would receive the queries of entrepreneurs through a national toll free number. MSME would subscribe and bear the charges of the Toll Free Number and the other incoming and outgoing telephone connections in the Call Center for receiving calls and making outbound calls. b) The Call Center shall have the facility of handling telephone lines from more than one telecom operator in future. It should also have the capability of Call Holding TCIL Page 7 of 50

8 and Skill-based Call Routing facilities. Ministry of MSME shall also bear the Internet charges incurred by the Call Center. c) Initially, Udyami Helpline would provide answers in English and Hindi languages. The caller can choose from the language options English or Hindi through an IVRS prompt and would be accordingly connected to an English or Hindi speaking Agent. Subsequently, other regional languages may be added. d) The CCAs shall be considered as Level 1 support of Udyami Helpline. The CCA would be a graduate in any discipline with excellent communication skills in English/ Hindi so that the Agent is able to communicate and understand the queries easily. Subsequently, CCAs with excellent communication skills in a regional language as well as English may also be required for providing service in the regional language. In addition, the agent would also have good knowledge of computers so that he/she is able to record the queries and other necessary details with clarity. The supplier would train the Agent in softskills required for the job. e) The Udyami Helpline CCA would be required to have basic understanding about the MSME schemes of the Government and other implementing institutions. The Agent should be capable of answering basic queries regarding various MSME schemes of the Government and other relevant institutions and the banks. Ministry of MSME would organize necessary subject area orientation/training programmes covering various MSME schemes of the Government and other relevant institutions/ banks etc. The Call Center should have proper training room facility where the trainings can be conducted. f) The Call Center company would engage at least two supervisors who would be fully conversant with all aspects of the Udyami Helpline processes and subject matter. These supervisors must attend all subject matter training arranged by Ministry of MSME. They should also be able to impart the basic subject matter training to new CCAs who would have not yet attended subject matter training by the ministry of MSME. TCIL Page 8 of 50

9 g) In cases when the CCA is required to refer a caller to a bank for credit facility, the lead bank of the district where the caller belongs to shall be referred. The district wise lead bank list maintained by Reserve Bank of India shall be referred for this purpose. h) The Call Center Agents would record the name, address, contact details, queries, scheme type, reply to the query by the Agent, escalation details etc. in a suitable format which is approved by MSME. The information would be stored in the database and would be used for the purpose of preparing MIS reports. The information would be required for analysis by TCIL/MSME at regular intervals. i) Ministry of MSME would provide the list of contact details in various stakeholder institutions, e.g., Banks, Financial Institutions, NSCI, KVIC etc. to provide expert support to the Agents and for redressal of grievances of the callers. The Udyami Helpline would store this information in the form a Database for fast retrieval. The Call Center Agents would communicate with the relevant Organizations/ Institutions/ Banks to escalate queries/ grievances of the callers using the agreed interface with each such entity. j) When the CCA is able to provide satisfactory answer to a query, he/she would record details of the call, the answer given and close the call. k) In case, the CCA (Level 1 support) is not able to answer the query, then he/she would EITHER refer the caller to the appropriate institution with their contact particulars, OR escalate the call to the appropriate institution for resolution of the query/ grievance of the caller using the method of escalation applicable to that institution. All complaints/grievances pertaining to a stakeholder institution shall be escalated to that institution for redressal. The method of escalation in most cases is sending an giving relevant details of the query/grievance and receiving reply by a return or by establishing a conference call with relevant official of that institution. The would be made conspicuous by the contents of its subject. The subject would also constitute the unique query no. prominently. The list of stakeholder institutions who will assume the role of level-ii support for the Udyami Helpline and their preferred mode of call escalation shall be provided TCIL Page 9 of 50

10 to the Call Center by MSME. The agent would also record the information given by level-ii support in the Database at the Call Center. l) Since reply to an escalated call from level-ii by is expected to take 1 to 4 days, such call records would be left open. Once the reply is received, the CCA would open the relevant call record (using the unique query no.), update it with the reply received from level-ii, send an to the caller intimating the reply and close the call. In case the caller does not have an Id, the Call Center will make an outbound call to the caller to intimate him/her about the reply and close the call. In case the caller cannot be contacted on phone, the call would still remain open. The caller can at anytime call the Udyami Helpline and enquire about reply to his/her previous query by mentioning the query no., the Call Center would close the call after that. m) The Call Center would print a daily report of the escalated queries which are pending for reply from level-2 for more than 4 days. Reminder s will be sent to the level-ii expert with a copy to its headquarters for each such pending case. n) The Udyami Helpline CCA would be required to make use of Internet extensively for various information required for answering a query. The frequently accessed website links shall be stored as Favorites in the web browser of each desktop in the Udyami Helpline. Some examples of such Internet access requirements are as follows: refer details of an SME scheme of a bank from the bank s website find address, telephone/fax numbers, address etc. of the SME Cell of a bank s headquarter/ circle office/ regional office/ zonal office etc. from their websites find interest rates for SME credits on a bank s website refer details of schemes offered by institutions like NSIC, KVIC, Coir Board etc. from their websites find contact details/addresses of the regional/zonal/district offices of institutions like NSIC, KVIC, Coir Board etc. from their websites find addresses/ contact details of the DICs in the districts TCIL Page 10 of 50

11 find training programmes being conducted by the DICs search various other information pertaining to various SME segments, technologies, raw material, training etc. o) Ministry of MSME shall make available to the Udyami Helpline any relevant industry related database available with them. p) The CCAs would man the Udyami Helpline seats during its working hours i.e. 6:00 AM to 10:00 PM, in two 8-hour shifts, 365 days a year, including Sundays and Gazetted Holidays. Udyami Helpline would work on 24x7 basis. During the non-working hours of CCAs, a recorded message shall be played intimating the caller about the working hours of the Udyami Helpline. q) Calls will be answered within 3 rings with hold time not more than 5 seconds. r) The Call Center would provide various MIS Reports for analysis by TCIL/MSME. s) The Call Detail Database containing the information about the personal details of the callers, queries raised, answers given, etc. shall be maintained on a web server. The database can be accessed from anywhere on the web by authorized users. t) Various MIS Reports can also be generated from the Call Detail Database by authorized users from anywhere on the web. 2.3 Call Center Set-up The broad technical infrastructure of the Udyami Helpline Call Center shall be as follows: TCIL Page 11 of 50

12 P R O P O S E D E T W O R K D I A G R A M P U B L I C S W I T C H E D T E L E P H O E E T W O R K I T E R E T E 1 /P R I L IN K S F O R O U T B O U N D C A L L S E 1 /P R I L IN K S F O R IN B O U N D C A L L S IN TERN ET LIN K E P A B X A C D R O U T E R C T I SER VER IV R SERV ER D O M A IN C O N T R O L L E R F IR E W A L A N T IV IR U S S E R V E R P R O X Y W I T H F IR E W A L C R M SERV ER L A N S W I T C H C A L L C E N T E R A G E N T S L A N N E T W O R K C A L L C E N T E R A G E N T S V O IC E L IN E S 2.4 Providing Call Center Infrastructure for Udyami Helpline TCIL/MSME intends to hire existing Call Center operators who can facilitate the following: a) Provide requisite infrastructure to handle the calls as per the procedure given in section 2.2 and schematic diagram shown in 2.3. Some of the facilities/ equipment which must be provided in the Udyami Helpline Call Centre are as follows: 1. Desktop PCs for each seat 2. At least one Server 3. Local Area Network 4. Appropriate no. of incoming and outgoing telephone lines 5. Internet facility on all PCs 6. Required no. of telephone instruments 7. Hot Button Programming on all Telephone sets 8. Conferencing Facility on Telephone sets TCIL Page 12 of 50

13 9. Head phones for each agent 10. IVRS 11. EPABX/ACD 12. CTI Server 13. Centralised Air-conditioning 14. at least two no.s of UPS (Uninterrupted Power Supply) running in hot stand by mode each with enough capacity to handle entire load of the Call Center percent Power Backup The infrastructure requirements for the Udyami Helpline are as follows: 1. The Call Center shall receive incoming calls from the public telephone operator through state of the art Switch/EPABX. 2. The Call Center shall have IVRS support. 3. The Call Center network must have multi level security mechanism to protect it from attackers, worms, viruses, spamming etc. 4. The Call Center network shall have Firewall installed to protect unwanted intrusion into the network. 5. The Call Center network shall have Antivirus solution from reputed vendors like Trend micro, Norton, Mcafee etc. 6. There must be adequate provision in the Call Center for maintaining the required data redundancy and backup of the call record database application. There should be no loss of data or discontinuity of service due to hardware/server failure. 7. The Call Center shall have at least two numbers of UPS running in hot standby mode each with enough capacity to handle entire load of the Call Center. 8. The Call Center shall have provision for full generator backup to run the Call Center in case of failure of power supply. 9. The Call Center shall have sufficient numbers of the incoming lines with a facility to terminate additional lines in future. 10. The Call Center shall have spare capacity to house sufficient no. of additional seats for MSME. TCIL Page 13 of 50

14 11. The Call Center shall have capability to logically partition the switching system to avoid interference with other set of users. 12. Call Center Agents will be able to take calls, answer in the chosen language and complete the transactions using a Call Record Management (CRM) application software. All interactions will be logged and maintained in the Call Center for later analysis. 13. Agents will be able to make outbound calls as per the process logic provided by MSME 14. The workstation for each agent would meet minimum requirement of 36 xh table size with partition. The agent seats would be placed at sufficient distance so that conversations are not overheard. 15. Each workstation shall be latest state-of-the-art PC with Colour TFT Monitor, Mouse, Key board etc. 16. The Call Center desks should be connected to a minimum 100 MBPS LAN (Local Area Network) connection. 17. Each Call Center Agent shall have high-speed Internet connectivity on his/her desktop. The desktop configuration or LAN should not be a bottleneck for the sped of Internet access. 18. Each workstation would have good quality headsets and telephone instruments from reputed brand with advanced features like background noise cancellation. 19. The Call Center should have inhouse class room/ conference room facility where training of the Call Center Agents shall be conducted by Ministry of MSME It should have Voice Logging facility for recording and playing back agents conversations so that it can be used to monitor agent performance on random basis and to provide proof of transaction records. 21. It shall have an uptime of 99% during the normal working times. Miinstry of MSME/ TCIL shall have the right to physically verify the infrastructure of the Call Center operato, both during the pre-bid stage and during the post-award operation stage. TCIL Page 14 of 50

15 b) Provide requisite number of CCAs for the Udyami Helpline Call Centre located in Delhi/ NCR Region. The CCAs shall be smart young Graduates in any discipline. The CCAs shall have excellent knowledge of both English and Hindi languages, and excellent communication skills so that the Agent is able to communicate and understand the queries of Entrepreneurs easily and is able to record the queries and other necessary details in English. In future, with the introduction of regional languages in Udyami Helpline, CCAs with excellent knowledge of the regional language as well as English shall be required. The CCA should have the ability to understand new ideas and concepts. MSME/TCIL shall have the right to evaluate the CCAs appointed by the Supplier at any stage and can reject them in case they are not found suitable. Under such circumstances, the Supplier shall replace the CCAs within one week. TCIL will have right to increase or decrease the number of Call Center seats depending on the response received over a period. c) Provide facilities for establishing communication with various Central/ State Government Agencies, Banks etc. and maintain a record of these calls, queries, and answers given. d) Shift timings will be as follows: Morning Shift: 6.00 AM to 2.00 PM Evening Shift 2.00 PM to PM e) Provide facilities to put the call centre on IVRS during non-working hours. f) Provide Call Record Management software to record the call details and should be able to issue a unique query number for each call for future reference. This database shall be accessible to users, based on role and will help in performing day-to-day operations of the call center. It will also be used for generating MIS reports. g) Provide MIS Reports like pending calls, trends, call utilization, classification wise problems etc. MIS reports will be finalized in consultation with MSME/ TCIL. TCIL Page 15 of 50

16 h) Ministry of MSME shall subscribe to national Toll Free Number, incoming and outgoing telephone connections and Internet/ services required for the Udyami Helpline. Ministry of MSME shall also pay for the toll free number charges, telephone charges, Internet and charges. i) Initially, all incoming telephone lines of the Udyami Helpline shall be from a single operator, i.e., either BSNL or MTNL. However, in future, the Call Center may have incoming telephone lines from multiple operators. Hence, it is essential that the incoming telephone lines will be routed through an EPABX system in order to allow handling telephone lines from more than one telecom operator. The system will also have the capability of Call Holding and Skill-based Call Routing facilities at the option of MSME/TCIL. TCIL Page 16 of 50

17 2.5 Functional Requirements A list of Functional Requirements required for the Udyami Helpline is given below. The Supplier must submit its compliance to these requirements in the bid offer. These requirements shall be seen in respect of the Project Description and Scope of work defined in section The Udyami Helpline will be located in Delhi or the National Capital Region. 2. Initially there will be 5 seats for English language and 5 seats for Hindi language in the Udyami Helpline. 3. In future, more seats as well as service in one or more regional languages of India are likely to be added. 4. There would be a distinctly separate unit/ enclosure for the Udyami Helpline when it is located in the general call centre of the Supplier. 5. The Call Center Agents with minimum graduation qualification in any discipline and excellent communication skills in English and Hindi languages shall attend the calls. In future, CCAs with excellent knowledge of regional language(s) and English shall also be required. The CCA should have the ability to understand new ideas and should be able to respond to customer queries properly. CCAs shall maintain general information in the database in the form of FAQs. 6. Supplier shall recruit sufficient no. of CCAs in the Udyami Helpline Call Centre keeping provision of weekly off days and leaves of the CCAs. 7. The incoming telephone lines in the Udyami Helpline will be routed through EPABX system in order to allow handling telephone lines from more than one telecom operator. The system will also have the capability of Call Holding and Skill-based Call Routing facilities at the option of MSME/TCIL. 8. Supplier would be responsible for settling day-to-day issues related to breakdowns, disconnections etc. with the telephone companies. MSME would subscribe the telephone/internet connections and make payment to the telecom service provider for regular telephone/ Internet bills. 9. Supplier shall have the mechanism in place to ensure that no unauthorized calls are made from the outgoing lines of the Udyami Helpline and the telephone charges of Udyami Helpline would be reasonably commensurate with the no. of calls recorded in the MIS. Call charges for any unauthorized calls which cannot TCIL Page 17 of 50

18 be justified satisfactorily by the supplier would be recovered by TCIL/ MSME from the supplier. 10. The Call Center shall have the capacity to accommodate 30 seats with an expansion capacity of 100% in the existing Call Center location. 11. MSME/TCIL shall have the right to vary quantities, i.e., the number of shifts in the Udyami Helpline at the time of award of the contract and/or subsequently at any time during the contract period. 12. The Call Center shall have capability to logically partition the switching system to avoid interference with other set of users. 13. It shall have IVRS facility with support for more than one languages. 14. It shall be possible to customize the IVRS prompt as per the requirement of MSME/ TCIL. 15. It shall have Automatic Call Distribution feature based on Skill, Idleness, and utilization of each operator. 16. In case the operator is unable to answer the queries, the caller will be referred to the appropriate institution for detailed information. If the call is related to a complaint/grievance, it will be escalated to the relevant institution by or by telephone. The queries and replies given by the L2 institution will also be logged into the database. 17. It shall have permanent Internet connectivity to send the MIS reports to TCIL electronically. 18. It shall be responsibility of the successful bidder to co-ordinate with the Telecom Service Provider (s) of the toll free numbers to ensure toll free call routing in their switches/ exchanges. 19. It shall have an uptime of 99% during the normal working times. 20. Calls are to be answered within 3 rings with hold time not more than 5 seconds. 21. It shall have feature to generate customized MIS reports as per the requirement of TCIL/MSME. 22. MIS Reports: The daily, weekly, monthly MIS reports shall include the following but not limited to: report on calls handled, call pending, average duration of calls, min. & max duration of calls, number of instances the operator found busy, calls abandoned due to breakdown, call made / referred to stakeholder institutions. 23. It shall have the facility to host the web portal containing the MIS and call data TCIL Page 18 of 50

19 captured by Udyami Helpline. 24. Supplier shall send certified copies of the duty roaster, attendance record and downtime logbook for each month for the Udyami Helpline to TCIL/MSME at the end of the month. 25. Senior level officials of the Call Center operator shall be required to attend status review meetings to be held in Ministry of MSME/ TCIL at regular intervals. The frequency of such meetings shall be decided later. 2.6 Call Record Management (CRM) Application Software The supplier shall develop and maintain the CRM Application Software for Udyami Helpline. Brief description of the CRM Application is given below. The CRM application would have two modules 1) Agent Module 2) MIS Reporting Module CRM Agent Module The CRM-Agent Module would maintain complete call history record of all calls received in the Udyami Helpline since the first day of its coming into being. The application would allow agents to capture and display caller information, problem descriptions, problem categorization, severity classification, prioritisation, and complete status tracking with open and closed dates and times. Main features of the CRM-Agent Module application shall be as follows : a) It would support multiple host connectivity- local as well as remote. b) It will have a single interface for consistent customer interactions through multiple touch points. It shall have a consolidated view of the caller to ensure that each agent has complete knowledge of every interaction regardless of the channel of communication. c) Each call record would be uniquely identifiable by an automatically generated query number. The unique query number will be intimated to the caller so that TCIL Page 19 of 50

20 the same number is quoted by the caller during his/her subsequent call to know the status of any pending query/grievance. d) The caller details, e.g., name, address, contact details (telephone no., fax no., mobile no., -id), age, sex etc, will be recorded. e) Brief description of query/complaint of the caller would be recorded. f) Category of each query will be recorded (e.g., query is related to MSME schemes/ technology/ training/ credit facilities/ facilitation services like material purchase/ marketing / complaint etc.) g) Brief description of answer/solution given by Agent would be recorded. h) Call Center shall have the provision for call escalation to level-ii by / telephone etc.. The CRM-Agent Module would have the provision to generate and send escalation s automatically by the system with a confirmation from the Agent. There will also be provision for initiating automatic generation and sending of reminder for an escalated call for which reply is still awaited. i) Status of call would recorded, e.g., query/complaint forwarded to relevant level-ii agency, response to query/complaint received from relevant level-ii agency, reply given to caller & call closed etc. with status dates. j) Response from the level-ii Agency is recorded. k) Database of relevant level-ii agencies with their contact details (as provided by Ministry of MSME) to whom the caller can be referred for further details or to whom queries can be forwarded shall be maintained using the Back Office Database Updation sub-module and can be selected by the Agent from dropdown menus/ list boxes on the screen. l) Facility for searching the call record database on various attributes and combination of attributes would by provided. m) The application would also have the provision to build database of FAQs and their standard answers. n) Database of all calls received since start of the Udyami Helpline would be maintained. o) Backup of the database would be maintained as per a well defined backup policy. TCIL Page 20 of 50

21 A broad outline of the screen interface envisaged for the CRM-Agent Module is as follows: The attributes of each call that would be captured through the CRM-Agent Module are as follows: 1. Query No. a system generated unique id 2. Name of Caller 3. Language option English/ Hindi/ Type of Caller indicates whether the caller is an existing entrepreneur or a potential entrepreneur 5. Name of the Enterprise 6. Phone No. 7. Mobile No. TCIL Page 21 of 50

22 8. Id 9. Date & Time of Call 10. Address of Caller 11. State of Caller to be selected from a list box 12. District of Caller to be selected from a list box 13. Age of Caller 14. Gender of Caller 15. Source of Info indicates how the caller came to know about the Udyami Helpline (e.g., from newspaper ad, television ad, DIC, Bank etc.) 16. Type of Call indicates whether it is a query or a complaint/grievance 17. Query Details 18. Subject indicates whether the query/complaint is regarding SME schemes/ loans/ technology info/ training/ other facilitation services etc. 19. Level-I Reply answer given by Agent 20. Escalation Indicator whether Call is closed by Agent, Caller is referred to a relevant institution, or Call is escalated to a relevant institution 21. Escalated to If the caller is referred to an institution or the call is escalated, then the name of that institution to be selected from a list box 22. Escalation medium by , Conference Call 23. Date of Escalation 24. Level-II Reply answer from Level-II 25. Date of Reply by Level-II 26. Call Status 27. Date of Call Closure However, the above is not a fully exhaustive list and may vary at the time of implementation. The database of the stakeholder institutions providing various SME facilitation services, with their branch details and contact details like Ids, Telephone/Fax No.s, Call Center No. etc. shall be maintained using a Back-Office Database Updation sub-module. The preferred mode of escalation of call by the Udyami Helpline to an institution, e.g., by sending , or by contacting their Call Center, or by conference call, etc. would also be recorded in the database record of the TCIL Page 22 of 50

23 institution as an indicator field. In case the preferred mode of escalation is , the CRM-Agent Module application can automatically escalate the call by generating and sending an (after confirmation by the Agent) to the selected level-ii institution in a predefined format. However, when the reply is received from the level-ii, the reply details and the status of the call record would have to be manually updated by the Call Center after retrieving the corresponding call record using the unique query no. of the call. It will also be possible to generate reminder s for pending escalation calls. The list of stakeholder institutions who will assume the role of level-ii support for the Udyami Helpline and their preferred method of call escalation shall be provided by TCIL/MSME CRM MIS Reporting Module The CRM application would have a report generation module providing various MIS and statistical reports based on the call records database as required by Ministry of MSME from time to time. The user would be given the choice to set various filters like period (from-date and to-date), state, district, type of caller, escalation indicator, escalated to and various other attributes and their combinations while generating an MIS report from the database. The detailed list of MIS Reports shall be provided later. However, it is envisaged that approximately 20 different MIS Reports would be required. Some ad-hoc MIS Reports may also need to be generated as and when required by Ministry of MSME. The ad-hoc reports may be required for various reasons including addressing a parliament question related to the Udyami Helpline scheme of Ministry of MSME. Examples of such ad-hoc queries are: No. of complaints received against Banks/FIs No. calls received from a particular state No. of calls received from potential entrepreneurs from a state No. calls received for a specified MSME scheme TCIL Page 23 of 50

24 3.1 Purchase of RFP document 3.0 Instruction to Bidders (ITB) Interested bidders may purchase the RFP document on payment of a non-refundable fee of Rs. 400/- (Indian Rupees Four Hundred only) towards the cost of the RFP document through a demand draft (cash payment not acceptable) in favour of Telecommunications Consultants India Limited drawn on any schedule bank and payable in Delhi. The RFP can be purchased from dd/mm/yyyy to dd/mm/yyyy between 3.00 PM and 5.00 PM on any working day from the address given below. The Complete RFP document can also be downloaded from TCIL s website However, the bidder is required to pay the prescribed fee of Rs. 400/- along with the Technical bid through a demand draft in favour of Telecommunications Consultants India Limited drawn on any schedule bank and payable in Delhi. 3.2 Eligible Bidders Eligibility of the bidders shall be on the basis of their technical, financial strength and track record. The bidder is required to submit documentary evidence in support of the following: (a) (b) (c) (d) This Invitation for Bids is open to professional call center companies having a minimum 100 seats Call Center set-up in Delhi or in the National Capital Region in close proximity of Delhi. The Call Center proposed to be used for the Udyami Helpline service should be located in Delhi or in the National Capital Region in the close proximity of Delhi. The bidder should have experience of executing at least one similar National Call Center project with English and Hindi languages support for a Government Department in India in the last three years. The bidder should have the experience of having executed one similar call center project with a value not less than Indian Rupees 2.4 Crores, or two similar projects with values not less than Rupees 1.50 Crore each, or three TCIL Page 24 of 50

25 (e) (f) (g) (h) (i) (j) similar projects with values not less than Rupees 1.20 Crore each, for their client organizations in India in the last three years. The values should be exclusive of any connectivity charges paid to telecom service provider. The bidder should have an average turnover of not less than Rupees 90 Lakhs per annum from Call Center business in the last three financial years. The value of turnover should be exclusive of any connectivity charges paid to telecom service provider. The bidder shall have a valid quality certification relevant to Call Center operations. The Call Center proposed to be used by the Bidder should have registration with Department of Telecom, Govt. of India, under OSP category for providing domestic call center services. The bidder has to submit list of clients and details of services being provided to them by the bidder. The bidder has to submit Performance Certificate from at least three of its clients. The Bidder and each member in case of Consortium shall disclose details pertaining to all claims, disputes, matters in appeal & in court and any pending litigation against the bidder or any member of the Consortium. Bidder is expected to examine all instructions, forms, terms, specifications, and other information in the bidding documents. Failure to furnish all information required by the bidding documents or to submit a bid not substantially responsive to the bidding documents in every respect will be at bidder s risk and may result in the rejection of Bid. 3.3 Cost of Bidding: The Bidder shall bear all costs associated with the preparation and submission of the Bid, and TCIL will, in no case, be responsible or liable for those costs, regardless of the conduct or outcome of the bidding process. 3.4 Clarification on Bidding Documents Bidder, requiring clarification on the RFP may submit queries/ clarifications to TCIL in writing, at the address indicated above, at least 7 days before the deadline for the TCIL Page 25 of 50

26 submission of the bid. TCIL will not respond to any such petition received after this date. 3.5 Amendment of Bidding Documents (a) At any time prior to the deadline for submission of bids, TCIL, for any reason, whether at its own initiative or in response to the clarifications requested by prospective Bidders may modify the bidding documents by issuing amendment(s). (b) All eligible Bidders will be notified of the amendment(s) in writing/ through E- mail, and these will be binding on them. (c) In order to allow eligible Bidders a reasonable time to take the amendment into account in preparing their bids, TCIL, at its discretion, may extend the deadline for the submission of bids. 3.6 Language of Bid The Bid prepared by the Bidder, as well as all correspondence and documents relating to the Bid exchanged by the Bidder and TCIL, shall be written in English. Supporting documents and printed literature furnished by the bidder may be in another language provided they are accompanied by an accurate translation of the relevant pages in English. For the purposes of interpretation of the bid, the translation shall govern. Information supplied in another language without proper translation shall be rejected. 3.7 Documents Comprising the Bids (a) The bidder shall submit only options, which is in accordance with the specifications and requirements. (b) The bid submitted shall have the following documents: Part I (Technical bid) Bid Form as described in the bidding document, duly filled in by the Bidder. a) The bid security b) Bid Letter Form c) Power of Attorney for signing the bid d) Organizational, Financial, and Technical capabilities. TCIL Page 26 of 50

27 e) Bid Documents duly signed in Original (with photocopies in Copy 1 & Copy 2) on all pages. f) Clause by clause Compliance statement for all clauses/ sections (including all Annexure) and Deviation statement as applicable g) Full description of design and layout of bidder s existing Call Center with complete Technical and Engineering details. h) Full description of the processes, methodology, manpower management, training, quality control mechanisms, business continuity plan etc. proposed for smooth operation of Udyami Helpline. i) The bid shall specify time schedule of various activities with a PERT or similar chart. j) Service tax registration number, works contract tax clearance certificate, bank s certificate of solvency and a statement from their bank certifying their financial capability to undertake the project. k) The bidder shall disclose details pertaining to any pending litigation against them or any of its owners / partners. l) Any additional information as asked for by TCIL. Part II (Financial Bid) Price bid signed in original and two copies as per formats in Section-5. a) Once quoted, the bidder shall not make any subsequent price changes. Such price changes shall render the bid liable for rejection. b) TCIL may at its discretion ask for revision of bid(s). (c) TCIL shall not be bound by any printed conditions or provisions in the Bidder s Bid Forms. 3.8 Submission of Bid (a) Bids must be delivered to the address given below on or before DD/MM/YYYY AM. Late bids will be rejected. All bids must be accompanied by a Bid Security of Rupees 5,00,000/- (Rupees Five Lakh only) in the form of a bank guarantee in the prescribed format valid for a period of 150 days from the date of opening of bid. Bids will be opened in the presence of bidders representatives who choose to attend at the address given below DD/MM/YYYY TCIL Page 27 of 50

28 12.00 Noon. Group General Manager (MM) Telecommunications Consultants India Limited TCIL Bhawan, 4th Floor Greater Kailash - Part I, New Delhi Tel: Fax:: mmdiv@tcil-india.com Website: http// (b) Offer by fax / will not be acceptable. 3.9 Bid Price (a) The bidder shall indicate the prices in Indian Rupees only. (b) Bidders are required to quote a single monthly 8-hour shift rate, which will be applicable for all the shifts. (c) The monthly rate for a shift (a shift being an eight-hour shift by one Call Center Agent) will include all call center infrastructure related expenses of the Supplier and monthly remuneration of CCAs as well as all associated expenses like shift allowance, conveyance, any statutory expenses like employer s contribution towards PF & ESI etc. towards hiring of the CCA by the Supplier. The monthly rate will also include the shift factor required for provisioning of weekly off days and leaves of the CCAs as the Call Center will operate on 16x7 basis 365 days of the year. Bidders are required to give total cost as well. (d) Unit and total prices of services including infrastructure offered should be quoted with breakup of all taxes and duties, and all other cost incidental thereto. (e) Prices quoted by the bidder shall be fixed. Bids submitted with adjustable price quotations will be rejected Bid Security (a) The Bidder shall furnish in a separate envelope, as part of the Bid, a Bid Security (i.e. Earnest Money Deposit) for the amount of Rs Lakhs ( Rupees Five Lakh only) in form of bank guarantee valid for a period of 150 days TCIL Page 28 of 50

29 from the date of opening of bid. (b) The Bid security shall be in Indian Rupees and shall be in the form of Bank Guarantee in favour of Telecommunications Consultants India Limited, New Delhi, issued by a scheduled bank in India and having at least one branch office in Delhi, India. Such negotiable instrument should be valid for at least thirty (30) days beyond the validity of the Bid. (c) Unsuccessful Bidder's Bid security will be discharged or returned within thirty (30) days after the expiration of the period of Bid validity. (d) The successful Bidder's Bid security will be discharged upon the Bidder furnishing the Performance Guarantee. (e) The Bid security may be forfeited either in full or in part, at the discretion of TCIL, on account of one or more of the following reasons: i The Bidder withdraws their Bid during the period of Bid validity specified by them on the Bid letter form ii Bidder does not respond to requests for clarification of their Bid iii Bidder fails to co-operate in the Bid evaluation process, and iv In case of a successful Bidder, the said Bidder fails: to sign the Contract Agreement in time; or to furnish Performance Guarantee 3.11 Period of Validity of Bids (a) Bids shall remain valid for a period of 120 days, from the due date of bid submission. Any Bid valid for a shorter period shall be rejected as nonresponsive. (b) In exceptional circumstances, TCIL may solicit Bidder's consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The Bid security shall also be suitably extended. A Bidder granting the request is neither required nor permitted to modify the Bid Format and Signing of Bid (a) The bidder shall prepare original + two, i.e., 1+2 copies of the bid clearly marking each Original Bid or Copy of Bid as appropriate. In the event of any discrepancy between them, the original shall govern. TCIL Page 29 of 50

30 (b) The original and all copies of the bid shall be typed or written in indelible ink and shall be signed by the bidder or a person duly authorized to bind the bidder to the Bid. The person or persons signing the bid shall initial all pages of the bid, except for un-amended printed literature. (c) The complete bid shall be without alteration or erasures, except those to accord with instructions issued by the TCIL or as necessary to correct errors made by the bidder, in which case such corrections shall be initialed by the person or persons signing the bid Sealing and Marking of Bid (a) Bidder shall submit their bids in two Separate Parts in sealed envelopes superscribed with the RFP document number, due date, time, Project and nature of bid (Technical bid, Financial bid). PART-I: Original and 2 copies of Technical Bid complete with all technical details along with Bid Security. PART-II: Original and 2 copies of Financial Bid only with full price details. (b) The envelopes containing Part-I and Part-II of the offer should be enclosed in a larger envelope duly sealed. All pages of the offer must be signed. (c) The outer envelope shall indicate the name and address of the bidder to enable the bid to be returned unopened in case it is declared late. (d) If these envelopes are not sealed and marked as required, TCIL will assume no responsibility for the bid s misplacement or premature opening Bid Due Date (a) Bid must be received by TCIL at the address given and not later than DD/MM/YYYY at 11:00 AM. Bids received after this deadline will be rejected and returned to the bidder unopened. (b) The TCIL may, at its discretion, on giving reasonable notice in writing to all eligible Bidders who have been issued the bid documents, extend the bid due date, in which case all rights and obligations of TCIL and the Bidder, previously subject to the bid due date, shall thereafter be subject to the new bid due date or deadline as extended. TCIL Page 30 of 50