Strategic Joint Venture Investment PK Call Center Pakistan International Airlines Corporation (PIAC) is looking for a reputable firm with International standing to create an independent Strategic Business Unit (SBU) in Karachi, Pakistan through Joint Venture with PIA. The firm will be managed by professional management and guided by its own Board of Directors. Scope The Call Center should be fully equipped with state-of-the-art infrastructure including Telecommunication Network, Intranet / Extranet, IVR and Mobile communication facility to meet our global customer s requirements on 24/7 basis. Solution Overview The participating parties must possess right skill level and experience to manage end-to-end operations / functions of Call Center independently with key focus on meeting customer s requirements and expectations, globally. Contract Duration 5-10 Years (Negotiable) Legal Framework The Call Center will function under a legal framework as an independent SBU of PIAC. Terms & Conditions 1. Tenders will be opened on Single Stage Two Envelope basis. 2. Technical proposals will be opened on March 09, 2011 @ 1100 Hrs. 3. Bidder must submit a pay order with Technical Proposal of Rs. 2000 (non-refundable), in favor of PIAC, as tender documents fee. 4. Bidder must submit a pay order with Financial Proposal, in favor of PIAC, equivalent to 2% of total yearly charges as Earnest Money (refundable). 5. Successful bidder will be required to submit a performance bond equivalent to 10% of total contractual value. 6. PIAC will not be responsible for any postal delay. Proposals received after prescribed date / time will not be considered. 7. For any query, please feel free to contact undersigned at khijzpk@piac.aero. General Manager Procurement RFP - Strategic Joint Venture Investment PK Call Center Page 1 of 12
Objectives 1. Provide a scalable solution that deals efficiently and effectively with inbound/outbound customer calls with identified capacity and lead generation. 2. Incorporate CRM system that will seamlessly manage prospects and prospect conversion to customer accounts. 3. Recruit, train and retain exceptional brand ambassadors for PIA as members of the call center team. 4. Development of the necessary software/knowledge database. 5. Data analysis & data mining to support E-Marketing efforts. 6. Develop & Implement E-Marketing solutions to support PIAs Marketing efforts. SBU Requirements 1. The SBU will be managed by independent professional management team guided by its own Board of Directors. 2. JV partners are required to contribute equal/verifiable better level of revenue stream with a net profit margin in line with industry standard. 3. Shall provide equal level of asset in contribution of capital investment and infrastructure. 4. Will expand the existing call center capacity to 200 workstations 5. Provide 24/7 Customer service and Telemarketing Services to PIA s Customers as well as new accounts. 6. Existing & new developed services will be offered to participating parties to support PK CALL CENTER s growth business plan. 7. Company must have 2-3 years insourcing experience with dedicated Call Center services. JV Capital Investment 1. The initial investment for JV Call Center will be USD 1.4 Million equivalent to PKR 120,400,000. 2. PIA shall be a major partner in the Joint Venture and retain 51% share. RFP - Strategic Joint Venture Investment PK Call Center Page 2 of 12
3. The initial capital investment will be utilized for Call Center back-bone, communication network, hardware equipment, infrastructure, Human Resource and running capital. 4. The JV Call Center will operate on a minimum projected sales volume of USD 3, 000,000 / Per annum to be equally generated by both JV partners. Requirements for Infrastructure Management Workforce Management Forecasting of workload and required staff. Management of working times. Management of accounts. Analysis and monitoring of the entire process. Training & development of workforce. Services Marketing Workforce Facility Management & Maintenance Assets Management Equipment - Hardware Facility - Call Centre Location Communication Network RFP - Strategic Joint Venture Investment PK Call Center Page 3 of 12
Business Case Inbound / outbound calls handling management. Manage / Handle calls regarding flight schedules, reservations, travel sales, the frequent flyer program, travel advice and travel related information. Highly flexible and secure system with proven reliability to handle large volumes of customer contact globally. Route customer requests to the appropriate agent in the shortest possible time. Route calls according to agent skills. Simultaneously provide tools for reporting real-time and historical data to PIA and other customer s management. Coordination with respective PIA and other customer back-office. Manage efficient Telemarketing & Telesales RFP - Strategic Joint Venture Investment PK Call Center Page 4 of 12
Call Centre Services Handling general customer enquiries, requests regarding Reservation, flight details, fares, Frequent Flyer etc. Agents should additionally be trained in up-selling and cross-selling techniques, help clients increase conversion ratios to maximize revenues. Airline Services Reservation & Ticketing Outbound services Call Center Management Call management Guest Care & Support (Inbound services) IVR E- Ticketing Services & Tele Marketing Description Auto dialer system and auto SMS generation for information related to change in flight schedule, cancellation of flight and balance of Awards miles etc. Call customers to provide revision of information. Complete management of Call Centre facility & staff Routing of calls according to agent skills. CRM application for guest care and support with complete customer profiling. Turnkey solution for providing end-to-end IVR E-ticketing transaction facility through integration with PIA Reservation system. Application/Form Processing Document Management and Workflow Data Capture, Verification, Cleansing and Exception Frequent Flyer Back Office Functions Risk/Fraud Review Handling Database Updates and Maintenance Risk/Fraud Review Online Ticketing Support Credit Card verification and generating System alerts Marketing Promotions & Campaign Management Database Creation, Cleansing and Management Direct Mail Services Outbound Call Campaigns RFP - Strategic Joint Venture Investment PK Call Center Page 5 of 12
Response Analysis and Reporting Customer Behavior Intelligence Global Coverage Call Recording Facility Work Force Management Email Response Data Security Mobile Communication On-Line Chat Support Services Efficient use of data models to handle customers effectively Global coverage through single UAN / Toll Free Number. Recording and real time monitoring of calls for performance management & problem resolution. Forecast the volume of calls (or other interaction types, like emails and chat sessions etc). Workforce management (WFM) software can help Call Center Managers to schedule the optimal number of agents to meet projected needs, taking into account agent breaks, training classes, planned vacations and unplanned sickness Auto Responders & complete history of past emails to & from customers. Hardware & Software based data security i.e. encryption etc. Provisioning of real-time SMS alerts to customers. Provide a chat window from the PIA website for chat support. RFP - Strategic Joint Venture Investment PK Call Center Page 6 of 12
INTEGRITY PACT / DISCLOSURE CLAUSE 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 sub-division 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. It 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. RFP - Strategic Joint Venture Investment PK Call Center Page 7 of 12
Post Qualification Criteria Pakistan International Airlines Maximum Marks 100 Minimum passing marks 75 Bidder Capabilities for JV & Managing Call Center Solution Minimum 12 Marks in each category Response Ref Page Max Marks Allocated Marks Obtained Parameters Yes / No (Evidence) 100 Financial Capabilities Should submit 3 (Three) years audited financial statements 30 Total consolidated revenue: (i) Greater than PKR 500 million (30 marks) (ii) PKR 400-499 million (25 marks) (iii) PKR 250-399 million(20 Marks) (iv) Less than PKR 250 million (15 Marks) 30 Staff Support Capabilities & Strength 20 a. At least 2 senior executive of the prospective bidder should have over 7+ years experience in global call center outsourcing/insourcing (01 mark for each year) 8 At least 80% Call Center agents must possess minimum qualification b. of Bachelors & remaining 20% with at least 3 years Call Center experience in case of lower qualification. 6 The bidder must possess a technical team with minimum 3 years c. experience in Call Center implementation, support & maintenance. (experience < 3 Yrs : 3 Marks, experience >= 3Yrs : 6 Marks) 6 Company Experience 50 a. b. Domestic Call center experience - minimum seven year (experience < 7 Yrs : 2 Marks, experience >= 7Yrs : 5 Marks) 5 International Call center experience (in-bound/ out-bound) - minimum five years (experience < 5 Yrs : 2 Marks, experience >= 5Yrs : 5 Marks) 5 RFP - Strategic Joint Venture Investment PK Call Center Page 8 of 12
c. HR Recruitment experience for national and international companies - minimum - seven years (experience < 7Yrs : 2 Marks, experience >= 7Yrs : 5 Marks) 5 d. Proven track record of managing employee base of 500 to 1000 employees (employees < 500 : 2 Marks, employees = 500 : 3 Mark, employees > 500 <1000 : 4 Marks, employees >= 1000 : 5 Marks) 5 e. Training experience in call center environment - seven years (experience < 7 Yrs : 2 Marks, experience >= 7Yrs : 5 Marks) 5 f. Provide average tenure of customers (should be minimum 3 years). g. h. i. j. k. Call Center actual production hours (For Inbound, Outbound, Non- Voice calls) with minimum of 20,000 hours/per month. 4 Domestic contacts dialed through outbound platform minimum 10,000 dialed/ per month 4 Call Center actual call volume with minimum of 300,000 inbound calls/per month 4 Contract information for top 10 clients (minimum of 75 seats) which should include Client's Name, Primary Industry, Services provided, Number of resources tenure (0.40 marks each per client) 4 Should possess technical skills of leading telephony platform brands deployment, configuration, testing, management & support services (Avaya, Genesys, Cisco, NICE ) (1 mark for each brand) 4 Total Marks 100 5 RFP - Strategic Joint Venture Investment PK Call Center Page 9 of 12
Functional Evaluation Criteria These are all mandatory requirements (Negative response would deem the bidder as technically disqualified unless a technical proof is given to justify. Bidder Functional Capabilities for Call Center Solution & Management Parameters Response Ref Page # PIA Evaluation team response Yes / No (Evidence) Yes / No a Reservation & Ticketing Autodialer System & auto SMS generation for changes in flight & balance Awards miles Auto SMS Service for miles accrual & balance b Outbound services : Call Customers to provide revision of information c Call Center Workforce Management Forecasting of workload & required staff Management of working times & accounts (WFM System) Analysis & monitoring of end-to-end process Training & development of workforce d e f Forecast of customer interaction volume (calls, emails and chat sessions etc.). Call Center Facility Management & Maintenance Assets Management Equipment - Hardware Facility - Call Center Location Communication network Call Management Routing of calls according to agent skill sets. Guest Care & Support (Inbound services) CRM application for guest care and support with complete customer profiling RFP - Strategic Joint Venture Investment PK Call Center Page 10 of 12
g h i j k l IVR E- Ticketing Services & Tele Marketing Turnkey solution for providing end-to-end IVR E-ticketing transaction facility through integration with PIA Reservation system, credit card authentication/acceptance. Frequent Flyer Back Office Functions Membership applications, form processing & profiling Document Management & Workflows Data Capture, verification, cleansing & exception Risk/Fraud review Members Services & support Database updates & maintenance Online Ticketing Support MIS reports Marketing Promotions & Campaign Management Customer database creation, profiling, cleansing and management Direct e-mail Services Outbound Call Campaigns Response Analysis and Reporting Customer Behavior Intelligence Efficient use of data models to handle customers effectively MIS reports Global Coverage Global coverage through UAN/Toll Free number Call Recording Facility Recording and real time monitoring of calls for performance management & Problem resolution Email Management Auto responders email service, maintaining history, database & tracking facility Data Security Hardware & Software based data security i.e. encryption levels etc. RFP - Strategic Joint Venture Investment PK Call Center Page 11 of 12
m n Mobile Communication Provisioning of real-time SMS alerts to customers On-Line Chat Support Services Provide a chat window from the PIA website for chat support RFP - Strategic Joint Venture Investment PK Call Center Page 12 of 12