RFP For Operationalization of National Contact Center for ECI on Outsourced Model

Transcription

1 1 Please provide Bifurcation of agents in Voice, , SMS, Web chat alongwith the volume and the average handle time The bifurcation details shall be provided during the Project Preparatory Phase. The call volumes during the initial phase of the operational period shall be used to refine the planning of agents. 2 Please provide languages to cater and languages wise split of volume(inbound)(& If Outbound) Details already given in fact sheet in the RFP. The call volumes during the initial phase of the operational period shall be used to refine the planning of agents. 3 Please let us know if you will be considering an alternate location other than Delhi, NCR 4 Please confirm if the vendor is required to provide a physical partition from a facilities standpoint Key Information, page No 10 National call center needs to transfer calls to State / UT call center for state specific queries. As per TRAI norms, calls cannot be transferred out side contact center premises, request to relax this point meet the TRAI norms. Vendor should provide details of proposed solution in their presentation. 6 Broad Scope of Work, page No 23 Voice (Telephone) SMS Web Chat For Inbound it would be basic level ACD like Welcome, language selection and redirecting to Agent, Hope input for IVR will be touch tone based or ASR required, Any integration required to IVR if so please specify The IVR tree details shall be provided during the Project Preparatory Phase. 7 Broad Scope of Work, page No 23 Data Entry of Application/Forms into ECI / State ICT databases Hope Data entry tool will be provided by ECI and how it can be accessed i.e. Internet, MPLS etc; Please share the list of existing applications along with specs and how ECI shall provide Data entry tool. The application details shall be provided during the Project Preparatory Phase. Ver : 1.0 Page 1 of 6

2 are they hosted 8 Work, page No 24 IVR application with Server, CTI Solution including ACD & Skill based routing, Dialer, voice logger, disaster recovery solutions, etc. Does this means BCP DR to be maintained from Technology stand point or operation will be held from 2 diff locations would suffice i.e. operation BCP, please specify any security policies to be adhered 9 Work, 24 Other basic infrastructure such as cabling firewalls for security etc. Shared infra with Logical segregation i.e. VLAN from other processes(switches, Routers, Firewall) would suffice or dedicated infra need to be provided 10 Work, page No 25 ECI reserves the right and shall be entitled to "On Site" as well as "On-Line" (including bargein) monitoring of Customer Service Agent and call center operations. Vendor to make due provisions to enable the above. Timing and frequency of such monitoring shall be determined by ECI. On Site means ECI SPOC will be based at Call center premises and Barging facility to be provided, please clarify on the understanding; If ECI SPOCs will be based at call center please let us know how many no of SPOCs will be residing at Call center and SPOCS will carry their own laptops or Vendor to provide desktops for them. The necessary infrastructure and desktop/laptop/hardware need to be provided by vender. 11 System Availability, page No 33 >= 99% Nil Can this be relaxed to 99.5% half yearly basis Clause stands as is. Ver : 1.0 Page 2 of 6

3 12 Work, page No 27 SMS, & Web transactions - this includes, at a minimum: receive and respond to SMS, messages, text chat sessions and instant messaging Hope Chat platform will get extended by ECI or Vendor to provide the same, how many Chat licenses to be deployed Vendor shall provide the chat platform. 13 General If MPLS is required 14 General General Broad Scope of Work, page No 23 Key requirements of the bid ( , page- 13) Consortium Voice (Telephone) SMS Web Chat What would be the connectivity between Vendor's Data center and ECI Data cneter If MPLS is the connectivity, hope ECI will provide the MPLS connectivity along with routers at Vendor's end; If Vendor to provide the same, please let us know the per seat bandwidth required along with Dual MPLS to be maintained, please specify Any specific Desktop configuration is required, please specify; Browsers along with add ons which are required; MS office required for all agents only support staff Vendor to provide Unified platform for Mutli channels as mentioned Voice, , SMS, Web chat, please confirm The ECI should allow consortium for better combination of software & Call centre specialisation. Intension is ECI to bear the cost, for details refer to section 2.8.B.9 of RFP Clause stands as is. Ver : 1.0 Page 3 of 6

4 17 Broad Scope of work (section 2.8(A).1, page - 22) Call Centre Location Call centre locations should not be limited to NCR region, it should be open to PAN India. Refer response as given in point 3 above. 18 Broad Scope of work (section 2.8(A).1 (c), page -22) Monthly Volume Please share the expected monthly volume (state-wise) Refer response as given in points 1 & 2 above. 19 work (section 9, page-25) Telecom cost (outbound) Who will bear the telecom cost, PRI cost/leaseline & installation etc. cost of Telecalling to customers Intension is ECI to bear the cost, for details refer to section 2.8.B.9 of RFP 20 work (section 13, page-25) Business Continuity & disaster Recovery Plan In case of Business Continuity & disaster Recovery Plan, whether call centre location out of NCR region will be considred by ECI. DR can be anywhere. 21 P13, Point No Consortium shall not be permitted Consortium shall be permitted Refer response as given in point 16 above. 22 P18, Point No 8 The Bidder shall have at least 50 physical contact center seats operational in the country as on 31 st March It should be "as on 31st March 2015" Correction accepted. Refer corrigendum. 23 P18, Point No 10 The Bidder shall have handled at least 25 lakh in-bound calls in FY '13 - '14. It should be in FY' Correction accepted. Refer corrigendum. Ver : 1.0 Page 4 of 6

5 24 P17, Point No 7 Positive during each of the last three financial years (as per the last published/audited Balance sheets) Bharat BPO was awarded one of it's kind Railway Enquiry Project on PPP model for which no funding and subsequent expenses were incurred by Indian Railways. The revenue model is to have share from Telecom operators. In the initial years the project could not be monetized due to challenges faced in partnering with Telcos and company faced huge losses, however, Bharat BPO is later on got financial support from group companies and our current standing is positive EBIDTA. We are successfully managing all 8 sites of Railway Enquiry (139) project with more then 400 employees, looking after entire call center operations and technologies, However, due to the losses in early years our current networth is still negative. We have got awarded National Helpline project from NHAI (Ministry of Road Transport and Highways) 1033 for Chandigarh, West and South zone. Clause stands as is. 25 Page Criteria for Evaluation Pre-Qualification Criteria Serial 6 Nature of Work Turnover Bidder's Annual Sales Turnover (global / India based)generated from services related to providing Call Centre services during each of the last three financial years (as per the last published/audited Balance sheets), should be at least INR 1.00 (one) crore. Turnover shall Request you to consider turnover from BPO services also. Bidder's Annual Sales Turnover (global / India based) generated from services related to providing Call Centre/ BPO services during each of the last three financial years (as per the last published/audited Balance sheets), should be at least INR 1.00 (one) crore. RFP mentions Call Center services and thus BPO services are inclusive. Ver : 1.0 Page 5 of 6

6 mean and include the value of sale of Goods & Services by a firm taken together involved in any of the activities for providing Call Centre services. 26 Page Criteria for Evaluation Pre-Qualification Criteria Serial 10 Call Handling experience The Bidder shall have proven experience in implementing and ongoing management of call centre solution. The Bidder shall have handled at least 25 lakh in-bound calls in FY '13 -'14. Request you to consider experience as on date. The Bidder shall have proven experience in implementing and ongoing management of call Centre solution. The Bidder shall have handled at least 25 lakh in-bound calls till date Clause stands as is. Ver : 1.0 Page 6 of 6