Introduction. About MFIN. MFIN s CGRM

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1 Introduction About MFIN Microfinance Institutions Network (MFIN) is the premier industry association and RBI recognized Self-Regulatory Organization (SRO) for the NBFC-MFIs. MFIN works with participants in the microfinance industry and a larger financial inclusion ecosystem to ensure that its members and the microfinance industry can optimize their potential to achieve the financial inclusion agenda. For more information about MFIN and its work, please refer to our website MFIN s CGRM Under its SRO function for the NBFC-MFI industry, MFIN has a Customer Grievance Redressal Mechanism (CGRM) for the customers of member NBFC-MFIs. This is operated through a CGRM Number (a toll-free number ) at MFIN. MFIN s CGRM gives customers of MFINmember NBFC-MFIs, an easy-no-cost access to the SRO to seek support in addressing their grievances. Presently, this CGRM is operated in 10 languages and receives about 15,000 calls a month (about 8,000 unique numbers). Of these calls, on an average 100 calls are complaints which are taken-up with concerned NBFC-MFIs for resolution and remaining are in nature of generic / specific queries which are closed at the level of MFIN s CGRM. For further details of the MFIN s CGRM Framework, please refer to - content/uploads/2019/03/framework-for-mfins-cgrm_11th-march-2019.pdf CGRM has four core pieces as under: 1. Customer call management: This is currently done through a telephony solution provider 1. Under current facility, based on location of calls origination, calls are forwarded to relevant Customer Care Executive (CCE), with competent language skills. Through two different dash-boards, CCEs and Customer Care Coordinator / Manager, CGRM have access to log of the missed calls (during busy / out-of-office hours) which can be attempted for connection during lean hours. One of the dash-board is used to connect calls which are missed. Additionally, Customer Care Coordinator (CCC) / Manager, CGRM has admin rights to manage / change the mapping of CCE, phone numbers, officer hours, leaves, holidays, etc. 2. Capturing customer calls: Calls connected at MFIN CGRM are documented by CCEs for basic information (name, address, district, state) and issues. Based on issue raised by caller, customer calls are tagged into queries / service / complaints. Calls which are in nature of queries / service requests are responded immediately based on standard script and closed. Calls which are in nature of complaints are pre-registered (by CCEs) with all necessary information (as per standard template) and forwarded to CCC for further action. This part is currently managed on spreadsheets. Each CCE maintains two spreadsheets for calls connect by him / her. One for in-bound calls and second for out-bound calls. These spread sheets are consolidated at regular intervals by CCC / Manager, CGRM. 1

2 3. Complaint management: All pre-registered complaints are verified by CCC / Manager, CGRM for accuracy and then registered. Based on information captured for complaints call, is sent to the relevant person at the concerned NBFC-MFI for response. Recording of this call is also attached with the . CCC / Manager, CGRM maintains a complain tracker on the spreadsheet and follow-up with NBFC-MFIs for timely response / escalation / closure. 4. Reports and analytics: For part 1 above (customer call management), vendor provides two web-based dash-board, which gives login-based access to CCE and CCC / Manager, CGRM to see in-bound calls, out-bound calls, call connected, calls missed, time / date stamps of calls, duration of calls, origin of calls and recording of calls connected. While CCEs have access to details of call diverted to them, CCC and Manager, CGRM has access to call details including CCE-wise details. Dash-board allows down-load of call logs which are then analyzed on spreadsheets to make different reports. Reports and analysis for part 3 and part 4 are generated from spreadsheets. Clearly use of multiple dash-boards and spreadsheet across different people leads to many problems including data loss, inefficient use of resources, maintaining sanctity and triangulation and tracking of data. It is in this context that we are seeking an integrated solution which can allow all above 4 tasks to be seamlessly integrated and automated. Scope of work 1. Telephony solution that allows customers to call on a toll-free number, redirect the call to relevant CCEs based on location / language, allow CCEs to receive and make outbound calls to customers. The solution should be able to generate relevant analytics through a dashboard to capture important metrics like calls connected and missed, call time and duration, call origin location, etc. This should provide for automatic feed of relevant data point to Customer Management System (described later) to aid user specific and system wide processes and monitoring. 2. Process solution: The detailed process related requirements along with user-based requirements are listed below: Function Owner/s Functions Tracking Once call is CCEs connected Once call is connected, a form window should open which will have following features: Relevant data points available on telephony platform (such as date / time stamp, caller s phone number, unique reference number) to be fetched automatically. It will have a few fields with in-line autocomplete such as districts / states, name of NBFC-MFIs, It will have few empty fields to fill other required details such as caller name, customer name, KYC details and nature of call (queries / service requests / complaints) If calls are tagged into query / service request, under a certain bucket, system will generate a standard response to be given to caller and allow the closure of the call. If call is in other category (for which no standard response is available in the system), CCE will Drafts bucket to go back and complete pending data entries CCE-wise complaints tracker with a view of complaint logged and their real time status

3 Verification of complaints and sending them to NBFC-MFIs Complaints processing by NBFC- MFIs Complaint closure CCC / Manager, CGRM GRM coordinator of NBFC- MFI fill the response given to customer and close the call. If call is tagged as complaint, under a certain bucket, additional information will be collected, and complaint will be preregistered in the system and window will be closed. Pre-registered complaint will be automatically forwarded to Admin. Save draft function to save the details that may be completed later. Log call / log Complaint function to save to database or to forward received complaints to MFIN s Head Office along with call recording. Notification of pre-registered complaints Access to pre-registered complaints Edit function to change the complaint details, if required Download / play function to listen to call recordings Register and send function after which the complaints to be automatically forwarded to concerned NBFC-MFI. Assign Turn Around Time (TAT) function for each complaint. Gets notification of complaints forwarded by MFIN Forward function to forward the complaint to a person or group of persons as per requirement. Download / play function to listen to call recordings Respond function to submit response with an option to attach documents and / or images and / or media file. Request closure / request to revise TAT functions. CCE CCE to get notification of responses submitted by MFIs Default TAT to be assigned for CCE to verify the complaint closure within assigned TAT. Request closure function if customer confirms closure. Report customer dissatisfaction function to report any dissatisfaction expressed by customer with the resolution provided by MFI. CCE and Manager, CGRM Instructions function to provide verification instructions (if any) to CCEs Fresh Complaints bucket to verify and send freshly logged complaints Consolidated complaints tracker with a view of complaint logged and their real time status Automatic reminder notifications and escalations (both at NBFC-MFI and MFIN level) in case response is not submitted within assigned TAT. MFI-wise complaints tracker with a view of complaint registered against them and their real time status Automatic reminder notifications and escalations in case verification is not done within assigned TAT. Escalation to CCC and Manager, CGRM if verification

4 Close complaint function to close the complaint if satisfactorily resolved. Final complaint status function to assign final status to complaints from the dropdown options Tagging option to tag complaints as important Resend option to write back to MFIs with the feedback including verification call details. TAT to be assigned again for the complaint. attempts are not made within assigned TAT Automatic reminder notifications and escalations (both at MFI and MFIN level) in case response is not submitted within assigned TAT for reopened complaints. 3. Requirement of reports, analytics across users: Users Dashboard Reports CCE a) Call Volume Incoming: Total Calls, calls during working hours, missed calls, received calls Missed Calls Details: Total Missed Calls, calls from unique numbers, call backs attempted, Calls missed / DND, call backs connected. Outgoing: Missed Calls, MFI CGRM Calls, Verification calls: Calls attempted, Calls missed and DND, Calls connected a) Weekly and monthly incoming and outgoing call details b) Call volume, performance and escalation reports c) CCE complaint tracker MFIN Admin b) Performance Total Working hours, Total Call Handling Time, Average Daily Call Handling Time, Average Call handling time, Average Call Quality Rating c) Escalation Details Call Escalation and Resolution status o Query calls and complaints breakup o Calls Escalated to MFIN Head Office, Calls escalated to MFIs, Resolution status (response, HO response, follow up mails if any, verification calling status, final status) a) Call Volume Incoming Call: Total Calls, calls during working hours, missed calls (total and by unique numbers), received calls Outbound Calls: Missed Calls and MFI CGRM Calls: Calls attempted, Calls missed/dnd, Calls connected b) CCE performance CCE wise Incoming and Outbound Call volume details Performance indicator: Total Working hours, Total Call Handling Time, Average Daily Call Duration, Call Volume, performance and escalation reports a) Weekly and monthly incoming and outgoing call details b) Complaint tracker c) Customized reports Complaints

5 NBFC- MFIs Average Call handling time, Total Calls rated for quality, Average Call Quality Rating c) Complaint Escalation and Resolution Query calls and complaints breakup Calls Escalated to MFIN HO, Calls escalated to MFIs, Resolution status (response, HO response, follow up mails if any, verification calling status, final status) a) Complaint Escalation and Resolution Query calls and complaints breakup Calls escalated by MFIN for resolution, Resolution status (response, MFIN HO response, follow up mails if any, final status) TAT for complaints o Complaint Category (category, sub category, Issue) o Complaint resolution status o MFI Filter Queries o Category (category, sub category, Issue) o Importance a) Query Call reports forwarded by MFIN b) MFI Complaint Tracker c) Customized reports Complaints o Complaint Category (category, sub category, Issue) o Complaint resolution status o TAT Filter Queries o Category (category, sub category, Issue) o Importance The requirements to be finalized based on final discussions before awarding the contract. 4. Other requirements: Solution should have web-based access. Database on cloud server. Login based access to solution. There will be admin login (max 5), CCE login (about 10) and NBFC-MFI login (for about 100 NBFC-MFIs). Admin level access to MFIN to allow adding/modify logins, passwords, mapping, adding new fields in the forms Technical support for troubleshooting etc. Training to relevant people (within MFIN) on solution All proprietary rights related to software shall lie with MFIN Proposal Guidelines Interested vendors should submit a quotation containing detailed proposal and the price. The proposal should clearly explain solution characteristics including all the technical and commercial features such as:

6 Requirement analysis Technical specification End user and Administrative Application Characteristics Reporting and Analytical features Template for User interface and Dash-boards Template for various Reports for different users Data Security and Storage features Project Planning and Management Process including timelines CVs of key team designated for this assignment Development cost to be quoted component-wise for 4 core components mentioned above. One time and recurring costs (including data hosting and maintenance) should be mentioned separately. On-going support services for application, consulting (if any) and maintenance Please remember to include all the costs including applicable taxes. You are also required to annex your organizational CV highlighting relevant experience, proven skills and references. In case you have any questions related to RFP, please write to Sankalp Tripathi at sankalptripathi@mfinindia.org; You quotation should reach us by 22 nd April 2019 to the following address, mentioning Proposal CRM for MFIN s CGRM in the subject line: sankalptripathi@mfinindia.org and sugandhsaxena@mfinindia.org MFIN will evaluate all the proposals. If necessary, we will contact you to clarify and adjust the details. All the short-listed vendors will be required to make a presentation in MFIN s office in Gurgaon. This presentation will be at no cost or obligation to MFIN. The contact decision will be based on price, terms, features, quality of products and services, vendor s history and references.