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$