ADDENDUM to RFP issued on for Operations and Management of Contact Centre

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1 All interested parties are hereby informed of the following amendments to the RFP dated for outsourcing the operations and management of bank s proposed Contact Centre issued on The RFP Section 5.4.3: Procedure for Techno-Commercial Evaluation: The following information is added to this section. The weights for Techno-Commercial Evaluation No. Criteria Weightage 1 Aggregate Technical Evaluation 70% 2 Commercials (Cost per FTE per Month and Cost per Call) 30% 2. The RFP Section SLA - Call Answer will now read as below: Component Definition Requirement Measurement Range Compliance Measurement Frequency Explanation of Component Answer time is the number of seconds it takes for any representative of the Bank's user community to connect with (receive / reply) the Respondent s contact center representative. Throughout the uptime of Contact Centre except for scheduled downtime for scheduled maintenance or when the Bank s system is down for whatever reason Low = 1 minutes; High = 5 seconds 90% of calls will be answered in <20 seconds by live person who is front-end directed by automatic call distribution (ACD) Monthly Calculation Formula Number of calls answered in < 20 seconds/total calls = Service Level Attained Data Sources Bank s ACD and CTI solution with date and time-stamp capabilities. 3. The RFP section Penalties and Rewards will now read as below: 1

2 The SLA parameters under a, b, c & d in Para will be considered for penalties and rewards. The SLA parameters under e & f in Para will not be considered for penalties and rewards and will be tracked for one year for the purpose of including them for levying penalties and rewards. Weights for SLAs and relative Penalties and Rewards: In case the Respondent is unable to meet the service levels as per the table below, (except Customer Satisfaction and Fatal Error) then the Bank will deduct penalties as detailed in the table below. SLA Weights Situation Situation Situation Situation Situation A B C D E 1 Call Answer 25% X 2 Call Abandonment X X Ratio 25% 3 First Call X X X Resolution 25% 4 Average Holding Time 25% PENALTY Rewards X X X X NO NA NA 25 % of 15% monthly fee 50 % of 15% monthly fee 75 % of 15% monthly fee 100 % of 15% monthly fee Reward is 50% of penalty, if ALL SLAs are achieved in the consecutive two months Remaining 50 % of penalty, if ALL SLAs are achieved in the subsequent two months The Bank would allow the Respondent to earn-back the above penalty as detailed in the table, and further clarified as below: 50% of the penalties can be earned back if the Respondent meets all the service levels (except Customer Satisfaction and Fatal Error) for two consecutive months following the month of non-compliance. For example, if the Respondent is unable to meet any of the service levels, say, in the month of January, then the Respondent can earn back 50% of the penalties when the Respondent will meet all the service levels consecutively in the months of February & March. 2

3 The remaining 50% of the penalties can be further earned back if the Respondent will meet all the service level (except Customer Satisfaction and Fatal Error) in the next two months consecutively, that is April & May of the same year. Bank will have discretion to terminate the contract, in case the selected vendor earns penalty successively for three months during the entire contract period. It is further be clarified that this right is the prerogative of the Bank only. 4. Background Verification: Police verification is mandatory for all selected resources. However, keeping in view of time delay in obtaining the same, the Service Provider may allow their resources to undertake training or any other pre-production formalities. But, all the resources committed for Bank, should have clear Police verification before they are inducted into production environment 5. Further the following clarifications are provided to all interested parties for better understanding and for enabling them to respond to the referred RFP dated We request that the Section may be replaced with The Clientele of the respondent must include at least one reputed commercial Bank with total business exceeding Rs.100,000 crores and providing Contact Centre services on Banking operations to such client Measurement Range Low = 1 minutes; High = 5 seconds. You are requested to please clarify how the reward & Penalty will be calculated on the answered calls on the above mentioned measurement matrix The eligibility criteria will remain unchanged. Please refer Para 2 & 3 above in this document. The "High" and "Low" are measures of rating. If 90% of calls are answered in less than 20 seconds (Not 30 seconds as mentioned in RFP), it is considered as the SLA is complied. If this ratio goes below 90%, it qualifies for levying penalty. 3

4 3 As per the SLA table, the vendor needs to achieve an ASA of 90% in 30 seconds Call abandonment is at 10%. However once the second site goes live, request Bank of Baroda to confirm how the SLA s will be calculated? Will all the SLA s calculated cumulatively for both the sites or will they be calculated individually on per site basis 4 First Call Resolution Please share the design basis (Base-lining Process) for the calculation of FCR SLA parameter target as this is the only quality metric which will impact the R&P 5 SLAs CSAT Please clarify that while calculating the CSAT %, the negative responses of the customer where in the scenario is Out-of-Control for Service Provider, will be discounted or not? 6 Quality Management Request for clarification about the Transaction Monitoring Approach which needs to be adapted. How many samples (at Process Level and at CSR Level) need to be picked up for call quality evaluations by the Service Provider s Quality Team? 7 Kindly provide the beta period / learning curve tenure for this project after which the SLA and R & P would be applicable. Define SLA rationalized time frame. No. SLA compliance shall be location-wise. Please refer the Para 2 & 3mabove in this document for clarifications As per the industry best practice. Yes. However, it is to be noted that only 5% of the C-SAT data is being taken for consideration. As of now C-SAT is not considered for Penalties and Rewards. 5 % 3 months 4

5 8 Kindly elaborate on what would constitute an escalation and how many calls would be permitted as escalation calls. Kindly define escalation matrix, KPI s and ACHT for the same 9 On penalties, as the arrangement is on a per FTE basis, what is the volume of calls estimated to be able to meet the defined standards? In case of call spurts beyond the threshold level, would we have a SLA relaxation for those many days? 10 On rewards and penalties what is the split % & weight age across the 4 SLA's defined? 11 Definition of call backs and data source to be clarified with respect to source of reporting and calculation 12 Fatal error is proposed to be <0.25%. Need rationale and current performance of BOB 13 Define Time frame / advance intimation for rampup / rampdown 14 What would be the Trainer to Agent Ratio Escalation matrix will be such as Agent > Supervisor > Manager of Service Provider or Manager of Bank. The KPIs and ACHT will be decided mutually calls per day is estimated for first year. In case of increase in call volume by more than 10%, Bank may expand seat capacity and during the interim period, there will be SLA relaxation Please refer Para 3 in this document. Call back: If the call could not be resolved and the Agent needs to put an outward call once again to resolve the query. Data source for SLA calculations will be the reports generated by Contact Centre software Bank does not expect to allow any fatal error. That is why "0%" is given "High" rating. In order to accommodate the human error, 0.25% is allowed. 3 months. An indicative ratio would be 1:30 15 Pl specify the certification process The Agent / Supervisor certification process will include a written examination and regular (written / oral) review exams with minimum 90% as pass criteria. 16 What would be maximum batch size for training Indicative size is 30 5

6 17 What is the desired ratio of systems to trainees 18 Will there be any mandatory hours/agent/month requirement for refreshers What would the estimate time for initial training & ongoing regular/update training? Would this be calculated as part of production time? 19 Kindly provide the process and systems training period for all work streams in scope. We believe the content of the training will be provided by Bank 1 : 1 ratio Initial training shall be at least for 15 days (This includes 30 hours of Bank specific training for banking processes, etc. and 30 hours of on the job training.) Refresher training should be at least for 2 days for every month. The training duration will not be considered as production time. The content of training needs to decided mutually by the service provider and the Bank. The content in respect of banking processes, work flows, etc. will be made available to the Service Provider The period of the training is as per Response for query No.18 above. 20 OJT (On the Job Training) duration? Please refer the Response for query No.18 above. 21 Number of training rooms to be provided by Bank 22 Forecasting procedure and period of rolling and locked forecast 23 a. Weekly / Monthly contact volume,, b. Intraday and inter day call arrival pattern 24 Split between inbound and outbound calls? 25 Any outbound calls are required to be made in the inbound process (internal / external). One training room will be provided at each centre. Bank does not have any call forecasting procedure as of now. Call volume is estimated at 4000 per day during the first year. Bank does not have any statistics to give input on call arrival pattern. There is no statistics in respect of inbound and outbound. Outbound calls may have to be made for resolving inbound calls. At present, Bank does not have any statistics in this regard. Outbound calls may have to be made for resolving inbound calls. At present, Bank does not have any statistics in this regard. 6

7 26 Since the technology network equipments will be owned by Bank of Baroda, would the Bank permit to integrate the same with Service Provider s network for Service Provider s managerial staff deployed for Bank of Baroda s project to access intranet, s etc., Service Provider would recommend MPLS connectivity for its managerial staff using mails, intranet etc. 27 For PMS, HRMS would the data be allowed to be mailed to our office? 28 Would the vendor be allowed to extract few reports which may be needed for business improvements and people evaluation 29 Since the infrastructure is being provided by BoB, please confirm that compliance to the laid down procedure and terms and conditions of governing bodies would be BoB s responsibility 30 For Outbound calls related to marketing for new customers how would NDNC compliance be followed by the bank in terms of data validation & scrubbing? 31 Please confirm if the service provider would be responsible for taking care of housekeeping operations since the delivery will be conducted out of the BoB facility 32 For DRC planning, from Infrastructure prospective how many seats would be provided additionally & would we need to provision for manpower accordingly? Bank may consider this as per IT security policy Limited access on need-basis, after Bank s prior consent Yes, after Bank s prior consent. Licenses and compliances for establishment of the facility will be the responsibility of Bank. Compliances in terms of NDNC, or DOT norms, will be the responsibility of the Service Provider Bank will obtain the license to run the contact centre from DOT and hence the contact centre would become the member to get NDNC clearance for out-bound calls. The Service Provider will use this membership to comply with NDNC requirements. Housekeeping will be the responsibility of Bank One centre is expected to work as DR for the other centre. At infrastructure level (Data, Applications), DC and DR will be made available. 7

8 33 What level of involvement would the bank staff/manager has on the outsourced staff? For decisions like termination/exit of a associate? 34 On holidays the support staff like managers may not be available as part of their schedule offs & for these positions we cannot buffer additional leadership team members. Pl clarify? 35 Which are the other locations the bank has in mind for setting up contact centres apart from the 2 mentioned for 300 seats? 36 For instances like misbehaviour, fatal, etc, we follow a code of conduct & applicable punishments for the offence, would the bank be open to comply with same? 37 For marketing activities & new business sourcing / development how would the bank motivate the associates in case of incentives are not provided? The primary relationship between the Resources (Agnets) and Service Provider is of employee and employer. However, Bank will have rights to recommend for termination of an associate or staff member, if the same was found inappropriate in the interest of the Bank Since the Call centres is for all the Bank's customers and has to be available 365 days, the Service Provider is mandatorily required to provide all the required resources to maintain the SLA parameters. Presently, no locations are identified. Refer the Response for Query No.34. Currently, NO incentives planned. We may work out strategy when the process gets introduced. PD. Singh General Manager (E-Busi, BPR, CMS & NRI Services) 8