Telecom Regulatory Authority of India B&CS Division. New Delhi ****

Transcription

1 Telecom Regulatory Authority of India B&CS Division Jawaharlal Mahanagar Doorsanchar Bhawan Nehru Marg, Near Zakir Hussain College New Delhi **** No. 6-3/208-B&CS Dated; oa= January 209 Limited Tender Enqu.iry To, Cogent E-Services Private Limited C-00, Sector 63, Noida U.P 2030, India Insight Customer Call solution Ltd. B jg6, Mohan Co-operative New Delhi Industrial Area, Radiate e Services Pvt. Ltd. E-54, Sector-63, UP-2030 Noida KARVYDigiKonnect Limited A-4, Sector 64, Noida UP-2030 Subject: Limited Tender for the establishment of Call Centre Service for creating awareness about TRAI's New Regulatory Framework for Broadcasting and Cable TV Sector. The undersigned is directed to invite sealed Limited Tender for establishment of Call Centre Service for creating awareness about TRAI's New Regulatory Framework for Broadcasting and Cable TV Sector as per requirements given below and as per the Annexure: --- S.No. -- Details Requirements Number Days of Operation. Service Window No of Seats PSTN number Monday to Sunday 0 am -7 pm 05 Customer Care Executive (CCE) with 0 supervisor Hindi/English (Bilingual) DelhijNCR.. Initially 2i;~onths (C::xtendable by one more month), Languages Supported 6. Location I 7. I Duration of Tender 5. -_. L I _~ for TRAI at Mahanagar Doorsanchar Bhawan, New Delhi on the terms and conditions mentioned below and sample provided by TRAl. In case you are interested for establishment of call centre as per the requirements rc errtioried above, you are requested

2 to submit your rates for the same to the undersigned in sealed cover. The sealed quotations shall be addressed to the Dy. Advisor (B&CS) TRAI, Mahanagar Doorsanchar Bhawan, Jawaharlal Nehru Marg (Old Minto Road), New Delhi-0002, and clearly fulfilling all the requirements of the limited tender should reach this office by 5:00 PM on The quotation will be opened by the Tender Evaluation Committee (TEC) on the same day at 5:30 PM in Meeting Room, 7th Floor, Mahanagar Doorsanchar Bhawan, in the presence of the bidders who wish to be present. The tender documents should be submitted scribed" the establishment of Call Centre in a sealed cover envelop duly superservice for creating awareness about TRAI's New Regulatory Framework for Broadcasting and Cable TV Sector. Bidders are advised to go through the tender document carefully and understand various provisions contained therein along with their implications. Bidders shall have to deposit bid security (EMD) of Rs. 8,000/- (Rupees Eight Thousand only) in the form of Pay Order / Oemand Draft drawn on any scheduled bank in favour of "TRAI"payable at New Delhi along with the tender documents. Intending eligible bidders may obtain a copy of tender documents from Dy. Advisor (B&CS), TRAI, Mahanagar Doorsanchar Bhawan, Jawahar Lal Nehru Marg, (Old Minto Road), New Delhi or the same can be down loaded from the website of TRAI i.e. and also from CPP portal i.e Clarification: In case the prospective bidders need any clarification regarding any terms and conditions of the tender, the bidder may contact the undersigned in person or telephonically. Following documents must be submitted along with the Tender document failing which the tender will not be accepted: As a token of acceptance the Bidder shall attach the self attested/ signed copy of this LTE/document as a part of its bid [this document must contain sign and stamp on each and every page alongwith page/serial number]. A certificate that the bid document contains number of pages is required to be submitted by tenderer with bid document. The annual average turnover for last 03 financial years of the Bidder shall not be less than Rupees One Crore. A certificate obtained from Chartered Accountant Indicating the year wise (i.e , and 207-8) turnover must be enclosed with bid document. The bidder shall furnish PAN/ Goods & Service Tax (GST) Number Bidder should have an operational Facility with Minimum 200 Seats in Delhi, NCR 5. The Vendor should have an experience of Running call center operations for any telecorrr/ D2h operator in India with minimum 00 seats for anyone year during the last three financial years. 6. A self-certificate to the effect that the tenderer has not been blacklisted by Central/State Govt.y Public Sector Units or its contracts have not been terminated on account of poor performance. 7. Bidders shall have to deposit bid security (EMD) amounting to Rs. 8,000/- in favour of TRAI payable at New Delhi, in the form of Pay Order / DD of any scheduled bank alongwith tender document. And any other conditions mentioned anywhere in the Tender Document needs to be fulfilled.

3 Terms and conditions Quotation received after due date and time, those received without rates will not be accepted. sealed cover and No request for change in rates quoted / accepted will be entertained Rates should be quoted without erases and overwriting. Any correction in rates is required to be signed by the tenderer otherwise the tender may be summarily rejected. TRAI reserves the right to reject any or all the rate quotations reason thereof. TRAI is not bound to accept the lowest tender. 5. Work will be awarded to the firm recommended by the Tender Evaluation and approved by the Competent Authority in TRAI. 6. Access of TRAI Officer to the premise of Call Centre. 7. The successful Tenderer whose rates are finally accepted must deposit an amount of 0% of the contract value towards Security Deposit for performance guarantee under the contract within 7 days after issue of offer letter. The security deposit shall be deposited by Pay Order or Demand Draft made out in favour of TRAI payable at Delhi. If the Tenderer fails to observe or comply with the said stipulation, the amount of earnest money shall liable to be forfeited. No interest will be payable on the security deposit by this office and the security deposit will be returned only after successful completion of the contract period. 8. The work should be started within 0 (one) day of the date of award of limited tender. 9. The payment will be released after verification of the allotted work. The entire job will be rejected, if the same has not been carried out in accordance with the requirements of the limited tender. for any reason. without assigning any Committee 0. The bidder should be in compliance of all statutory requirements including labour law etc. In the event to any dispute arising between TRAI and the firm in any matter or arising directly or indirectly, the matter shall be referred to the Secretary, TRAI who may himself act as sole arbitrator or may nominate an officer of TRAI as sole arbitrator, notwithstanding the fact that such officer has been directly or indirectly associated with the contract. The firm will not be entitled to raise any objection for the appointment of such officer of TRAI as the sole arbitrator. The award of the arbitrator shall be final and binding on both the parties to the agreement subject to provisions of Arbitration and Conciliation Act, 996 and rules made there under. The parties expressly agree that the arbitration proceedings shall be held at New Delhi. The language of arbitration shall be in English only. Financial Bid: To evaluate the financial bid, lowest bidder shall be decided on the basis of overall amount quoted in the financial bid.,..~ O\~ ~~/n~ e~~ (Shi i Sharma) Dy. Advisor (B&CS) Tel.Oll :3

4 Annexure ) Overview of the Work Requirement for the VOICE based contact centre solution with capability of handling inbound calls i.e. Handling FAQ's related to New Regulatory Framework for Broadcasting and Cable TV Sector. Calls related to escalations or any queries beyond the FAQ's will be forwarded to TRAIteam at the number provided by TRAI. 2) No. of Seats, Working Window, Language Requirements Location Preferred is Delhi NCR. Services to be required in Hindi and English languages to begin with. Call centre to provide a mix of graduates / non graduates to meet this requirement. The resources necessarily need to have a previous experience of minimum one year handling calls from DTH and Cable TV customers. To handle inbound call volumes, we need the following staffing: IV. ~ No of Seats- SNos., to be deployed to handle the calls, all 7 days, and 0 Supervisor (dedicated - Team Leader cum Trainer cum coach - Hindi and English speaking) The working hours, number of days and duration: >>- Calling window: Working days: ~ Duration: 0:00 am to 7:00 pm 07 days a week support Initially 2 months (extendable by one more month) 3) Manpower Requirements IV. CCE should be graduates or undergraduates & preference will be given to those having DTH and Cable TV Sector knowledge. The call centre associates with good communication in both Hindi as well as English will be deployed The project should be supported by the management team consisting of Operations, HR and IT, Training & Quality. A dedicated Supervisor should monitor the day to day activities. 4) Technology & Infrastructure Requirements ii. IV. v. vi. V Vlll. IX. A simple IVR with a welcome message for the callers and language selection capability should be developed. Calls will then be passed on to the Associates. Call forwarding facility should be built on dialler to forward the calls to TRAIif required. PSTNnumber for this project. PRI lines. Customized CRM to capture the necessary inputs from the callers for this project. The CRM will be integrated with the Automatic Call Distributor (ACD)/ Dialer. A knowledge base of FAQ's to be designed for the CCE to refer back to for the information that needs to be provided to the callers. Call recordings will be retained for 6 months. The infrastructure requirement includes dedicated seating space, shared training room, ACD and dialer, PC, headsets etc. Daily reporting of details of calls (received/ answered/ abandoned etc) by call centre for three months 4

5 Sechdule of rate for the establishment of Call Centre Service for creating awareness about TRAI's New Regulatory Framework for Broadcasting and Cable TV Sector 5 Description No.... i. { 2 Qty (A) Price (per Month per Seat) (Rs.). Customer Care Executive Supervisor (B) Tax (e).:pric.e Per Price Per Month/Seat Month linel. taxes). E=(Ax D=(B+C) 5 Seats Total Price Per Month (F) Overall amount for Two Month (Fx2) Total cost in words only Note: () The rates quoted shall include cost of all HR management, IT infrastructure, Taxes and Duties and any other requirement to complete the task assigned. Nothing extra shall be paid on that account. (2) Number of seats (Customer Care Executive) may vary as per actual requirement of TRAI and firm has to make necessary arrangement within 03 days of the requirement conveyed. Name & Signature of the Tenderer 5