Inbound And Outbound Call Center Service For Authority

Type: Tender
ID: 1006542
Category: Call Center Services
Description: We are India (Delhi) based looking to outsource our requirement of Call Center Service. We are looking for providing Inbound and Outbound call center service for authority. The duration of the contract is 2 years.

Scope:
1. Provision of 24x7 call center service
2. Provide 4 digit Toll Free Universal Access Number to the users for reporting of accidents
3. Start the call center services with a capacity of 50 seats
4. Calls could be made from any part of the country
5. Provide services in minimum 10 Indian regional languages
6. No. of Shifts – 3 shifts (8 hour/shift)
7. We need 20 seats with bilingual service (English & Hindi)
8. 30 Seats in minimum 10 Indian regional languages
9. An expected call per day initially is 2500 calls
10. Call wrap time by agent to answer each inbound call and subsequent 3 outbound calls
11. Analytical reports should be generated from the system for reviewing types of complaints, duration etc
12. The Call Recordings for both Inbound and Outbound to be stored for 90 days
13. Capability of Call Holding and Skill-based Call Routing facilities
14. Call Center Agent shall attend these calls and provide the caller with a docket number.

This is an on shore and off site tender. The EMD is 17,50,000 INR. Interested service providers are requested to contact no later than May, 6, 2010, 3:00 PM by courier, post or email. Service providers may have to visit our premises for meetings or briefings. Please refer the attachment for more details.

Country:India

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