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