Tender Title: Call Centre Service – Per Seat Basis

Reference Number: GEM/2025/B/6121494

Issuing Authority

This tender is issued by the Department of Agriculture Cooperation and Farmers Welfare, under the Ministry of Agriculture and Farmers Welfare. The department aims to enhance communication and outreach services to better support farmers across the country.

Scope of Work and Objectives

The primary objective of this tender is to procure a cloud-based call center service that operates on a per-seat basis. This service will be critical for facilitating effective communication with farmers and stakeholders through an efficient and responsive support system. The selected vendor will be responsible for the setup and management of the call center, ensuring a seamless interface for users. The overall goal is to improve service delivery and responsiveness to queries raised by farmers, thereby enhancing their overall experience and satisfaction.

Eligibility Criteria

Eligible bidders must meet the following criteria:

• Must be a registered legal entity with a valid operating license.
• Experience in providing call center services, ideally in government or agriculture sectors.
• Financial stability to undertake projects of this nature.
• Must comply with mandatory certifications relevant to call center operations.

Technical Requirements

Bidders are required to meet the following technical specifications:

• Provision of a cloud-based call center solution that can handle high call volumes.
• Capable of integration with existing government systems.
• Must have capabilities for data reporting and analytics.
• Compliance with industry standards for data security and privacy.

Financial Requirements

Bidders will be evaluated on their financial viability which will include:

• Submission of financial statements demonstrating stability and capability.
• Competitive pricing structured on a per seat basis.
• Payment terms to be negotiated upon award of contract.

Document Submission Details

All documents must be submitted through the designated portal provided in the tender announcement. Bidders are required to ensure that:

• All submissions are complete and accurate.
• Required documentation should be submitted in the accepted formats only.

Special Provisions

This tender includes specific provisions aimed at supporting Micro, Small, and Medium Enterprises (MSEs) and startups. These provisions may include relaxed eligibility requirements and support for capacity building.

Evaluation Process

The bids will be evaluated based on:

• Compliance with eligibility and technical requirements.
• Financial proposal evaluation.
• Past performance and experience in similar projects.

Delivery Locations

Services will be required to operate nationally, with specific operational requirements to handle calls from different regions across the country.

Contact Information

For any queries regarding this tender, potential bidders should contact the responsible officials within the department. Direct contact details may not be provided here, but they can be accessed through the official government portal.