INBOUND CAMPAIGN

We are based in Bihar, India and we are inviting qualified and experienced service providers (From India Only) to submit their expression of interest for Set up and Operation of Inbound Help Desk.

Scope of Work:

1) Service Provider will have to operate a toll-free helpline from 9 am to 6 pm from Monday to Saturday of every week and will also have adequate provisions for power back-up/power supply for uninterrupted operation.
2) During the time when the helpline is not being manned, a recorded message will inform the caller about the timing of the helpline. Service Provider will have to make available a computerized call centre with 5 dedicated seats. There will be adequate no. of dedicated / exclusive telephone lines of which there will be sufficient no. of lines with two way provision.
3) The call centre executives shall have basic computer literacy and should be able to handle the queries in English, Hindi, Bhojpuri or Maithili.
4) Service Provider shall be responsible for setting up and maintenance of software / equipment / hardware at the helpline/call center, initially the proposed system should have the capacity to handle 1000 calls per day with a provision of increasing the capacity in future if so required.
5) Service Provider shall make adequate provision for scaling up the required supporting infrastructure i.e. space, manpower, hardware, software, equipments for addressing future operational needs arising out of increase in call traffic.
6) Service Provider will prepare a comprehensive list of frequently asked questions (FAQs) in consultation with our relevant officials.
7) Based on FAQs, Service Provider shall develop software based Knowledge Management System from where the Call Centre executives shall retrieve the information on being called by a citizen.
8) Service Provider shall also be responsible for undertaking a communication campaign to increase the awareness among citizens through banners/ holdings at various service points/ traffic points/ bus shelters/ bus exteriors; leaflets enclosed with various certificates such as Registration/ permits/ licenses at the time of their handover to citizens etc.
9) Service Provider shall also establish a mechanism for monitoring of the helpline system to find out the quality of performance of the system and the level of satisfaction of the users of the helpline. To facilitate this, at the end of interaction with the call centre executives the caller will be automatically directed to an IVRS (Interactive Voice Response system) where the caller would be asked enter his level of satisfaction with the answers provided to his queries and which will get recorded in the system.

We are looking for Best Proposals.

All the queries may be addressed to the concerned person.

Last date and time for submission of responses is May 12, 2010 by 17:00 Hrs.

If interested mail me to samula2000@gmail.com

Debt Management Campaign

OUTBOUND PROCESS

Type of work : Lead Generation
Sign Up : Direct Client
Payment : Directly from Client
Payment Cycle : Weekly, Every Wednesday
No. of Seats : 10 -15

Need to do :

a) Need to call UK
b) Ask the customers a pre decided questions
c) Make sure the customer fits the requirement criteria. If so, transfer the customer to UK agent
d) Payment is 32GBP per transfer

If interested mail me to samula2000@gmail.com

Inbound and Outbond call centre campaign - Govt. Contract

Looking for experienced service provider for our requirement of Inbound and Outbound Call Center Services.

[A] Notice Type: Quote the best

[B] Budget: Looking for Proposals

[C] Scope of Service:

(1) Service Provider will have to provide Call Center services for the calls which could originate from any part of the country - India

(2) Call Center must be operative on 24/7 basis.

(3) The call center operations (Includes telecom network, call center setup, agents, services etc.) shall have a minimum service uptime of 99.5 %.

(4) Volumes:

(a) Inbound Calls: An expected call per day initially is 2500 calls; however Service Provider should be able to handle higher volume in future.

(b) Outbound Calls: To start with, on receipt of one incoming call, minimum 3 outbound calls are to be made by the agent.

(c) No. of shifts: 3 shifts (8 hour/shift)(d) No. of Seats: Initially, it should be started with a capacity of 50 Seats.Note: The number of seats/languages could be periodically reviewed for scale down/enhanced if need be upto 25 %.

(5) All the agents must know English and Hindi to answer calls. Service Provider will also have to deploy 30 seats to entertain calls in other languages i.e. for minimum of 10 Indian regional languages @ 3 seats per language, as calls could originate from any of the country.

(6) Call Center shall have IVRS with support for more local languages wherever so required.

(7) The Call Recordings for both Inbound and Outbound to be stored for 90 days.

(8) The information including the query asked and the answer given shall be recorded in a database and shall be used for the purpose of preparing MIS reports.

(9) Agents will also be required to take follow up action. They are also expected to send SMS and Email to our officers.

experienced service provider for our requirement of Inbound and Outbound Call Center Services.

[D] Work Performance:Performance of the work will be Offsite; Service provider needs to perform work in their own office premises. Work must be performed within the boundaries of India.

[E] Eligibility: (India Only)

Interested Vendors are requested to submit proposals on or before May 6, 2010 via post, courier or hand delivery only. Cost of document is 5000 INR. EMD (Refundable) is required of 175000 INR.

Cost to Apply: 32.99$