Inbound Call Center

Type: Tender
ID: 1007304
Category: Call Center Services
Title: Inbound Call Center
Clients Approx Budget: Need Best Proposals
Volume of Work:
Description: We are India (Delhi) based looking to outsource our requirement of Call center Service. We are looking for providers for Inbound call center service. Service Provider will be required to set up and run a Medical (Healthcare) Helpline that will provide health advice, information and counseling.

Scope:
1. Telephone Triage: The function of the telephone triage is to determine the acuteness/seriousness of the caller\'s complaint based upon the knowledge, experience and a series of algorithms developed by a coordinated effort of physicians and nurses, provide advice or direct the caller to the appropriate healthcare services if necessary, recommend the suggested follow-up based on their assessments and established triage protocols, and provide health information.
2. Health Information and counseling: The call center will also act as an information provider with respect to information such as type of Hospitals, services provided by various hospitals, their contact details etc. This is to ensure that the call center is established as a one point of contact for all health related queries. Information can be provided on variety of health related topics such as Nutrition and hygiene, women and child care, medication usage and side effects, prevention of life style diseases etc. the call center could also provide health counseling on rehabilitation, family welfare, psychological conditions etc.
3. Coordinating with Health facilities and workers: The call center can act as a linkage between the community workers and citizens.
4. Bed Management: The call center can be utilized for effective bed management by mapping their current status on a regular basis.
5. Creation of Website: The website would contain all the information with respect to health related services and also the functional details of the call center. This will provide additional platform for providing the proposed services on an interactive platform.
6) Chronic disease management: The call center may provide regular follow up advice to the enrolled patients of chronic diseases like diabetes patients.

This is an on shore and off site tender. Interested service providers are requested to contact no later than June, 25, 2010 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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