GLOBAL INBOUND / OUTBOUND CALL SERVICE FOR PIA CALL CENTER Pakistan International Airlines requires round the clock Global Inbound and Outbound call service for its Call Center located in Karachi, Pakistan. Scope of Work. Service provider will collect round the clock toll free calls from the following countries and terminate them directly to PIA Call Center located in Karachi, Pakistan. USA Canada UK France Netherland Norway Germany Italy Spain Saudi Arabia UAE China Singapore Thailand Malaysia Bangladesh 2. Service provider will provide Caller Line Identification (CLI) facility, enabling agent to determine the origin of call.. Service provider will provide International Toll Free number/numbers in all the above mentioned countries. PIA already has following International Toll Free Numbers and would like to have the possibility of porting these numbers: Country Toll Free Number Saudi Arabia 8-8-2 UAE 8--27 United Kingdom -8-87-2 USA -8-78-6786 Canada -8-78-6786 France 8-9-. Service Provider will have ability to provide the above service from additional countries.. Service provider will provide the outbound call service to all the international locations. 6. Service provider will provide a single point of contact for Contract Management. 7. Service provider will provide a single point of contact for Operational trouble calls and problem resolution on 2/7 basis throughout the year. 8. Service provider will provide a single point of contact for billing issues. Page of 7
9. Service provider will provide an escalation hierarchy for a. Contract Management b. Operational trouble calls c. Billing issues. Service provider will provide analytical tool that will provide dynamic information on all aspects of inbound operations, such as: Call volumes Call durations Waiting times Repeat callers Abandoned Calls Geographic Region. Service provider will provide Business continuity measures in the event of a main connection failure for automatic calls rerouting through the alternate network. 2. Service provider will provide itemized detailed billing both in Hard Copy and Soft Copy.. Service provider will provide Schematic Diagram and description of the call delivery mechanism for both Inbound and Outbound calls.. Service provider will provide SLA to be signed between PIA and the provider.. Service provider will provide Call Rates in the following format for each of the countries: Call Volume per month + minutes + minutes minutes minutes minutes USD per Minute for Mobile Phone Number USD per Minute for Landline Number 6. Besides above call rates, Service provider will provide the details of additional one time and recurring cost such as: Cost Item Set up charge Toll Free Number Charge Any other charges One time (in USD) (If any) Monthly Recurring (in USD) (If any) Page 2 of 7
Evaluation Criteria Mandatory Criterion Following criterion are mandatory failing to meet will automatically disqualify the offer:. Provider must be authorized dealer. Authorized Dealer Yes No 2. Provider must provide Caller Line Identification (CLI) facility. CLI provided Yes No. Provider must submit along with the technical Bid, SLA to be signed between PIA and the provider. SLA provided Yes No. Provider must submit along with the technical Bid, sample bills that will be sent to PIA. Sample Bills Yes No. Service provider will provide a single point of contact for Contract Management. 6. Service provider will provide a single point of contact for Operational trouble calls and problem resolution on 2/7 basis throughout the year. 7. Service provider will provide a single point of contact for billing issues. 8. Service provider will provide an escalation hierarchy for a. Contract Management b. Operational trouble calls c. Billing issues Page of 7
9. Service provider will provide Business continuity measures in the event of a main connection failure for automatic calls rerouting through the alternate network.. Service provider will provide Schematic Diagram and description of the call delivery mechanism for both Inbound and Outbound calls.. Service provider will provide the details all the one time and additional costs on format as mentioned in the Scope of Work: 2. Client List to whom similar service has been provider and references with whom PIA can get in touch with to cross check. S/n Name Designation Company Name Address Tel Cell E-mail 2 6 7 8 9 List provided Yes No Page of 7
Technical Evaluation Criterion S/n Parameters Points 2 6 7 8 General Experience in the Field: + years 7-9 years -6 years Less than years Global presence: + Countries -99 Countries 2-9 Countries Less than 2 Countries Toll Free Number: One single Unique number Different Number for different Countries Porting of current Toll Free Numbers: Saudi Arabia 8-8-2 UAE 8--27 United Kingdom -8-87-2 USA -8-78-6786 Canada -8-78-6786 France 8-9- No Service provider will provide itemized detailed billing both in Hard Copy and Soft Copy Hard Copy + Soft Copy Hard Copy Only Soft Copy Only Bills will contain following information for each call: Date Time Duration Charging Rate Total Charge Originating Number Dialed Number Originating Country Originating City Client List to whom similar service has been provided 7- Clients -6 Clients - Clients -2 Clients Number of Satisfied Clients 7- Clients -6 Clients - Clients 2 2 Relevant Page No Containing details Page of 7
9 2-2 Clients Timeline for the Provisioning and Commissioning of the Service 2- Months - Months More Than Months Analytical tool for dynamic information on all aspects of inbound operations, such as: Call volumes Call durations Waiting times Repeat callers Abandoned Calls Geographic Region Network capacity (calls per second):,+ -999 99 less Network availability: 99.999% 99.99% 999.99% or less Financial Health (Turnover) PKR Million + PKR M PKR 9.9M PKR M PKR 29.9M Maximum Marks: 9 Qualifying Marks: 7% Page 6 of 7
General Terms & Conditions:. Tenders will be called on Single Stage Two Envelope basis. 2. Technical Proposals will be opened on December 28, 2 @ Hrs. (PST).. Interested bidders are requested to submit their separately sealed Technical and Financial Proposals on / before the above mentioned date at the below mentioned address. Proposals received after due date / time will not be considered.. All local bidders are required to submit Earnest Money (refundable) equivalent to Rs. 2, in shape of Bank Draft / Pay Order / Bank Guarantee (valid for 9 days from the date of submission) along with the Financial Proposal.. All local bidders are required to submit Tender Fee (non-refundable) equivalent to Rs. 2 in shape of Bank Draft / Pay Order along with the Technical Proposal. 6. Successful bidder will be required to submit a Performance Bond equivalent to Rs. Million. 7. Proposals must be valid for 9 days (extendable) from the date of submission. 8. For any query, please feel free to contact undersigned at khijzpk@piac.aero General Manager Procurement Procurement & Logistics Department, Pakistan International Airlines, Head Office, JIAP, Karachi Pakistan. Tel: +92 2 99 Email: khijzpk@piac.aero Page 7 of 7