Tender Title: Call Centre Service - Per Seat Basis

Reference Number: 30975948

Issuing Authority/Department:
This tender is issued by the Department of Ex-Servicemen Welfare, under the Ministry of Defence.

Scope of Work and Objectives

The objective of this tender is to procure Call Centre Services on a per seat basis, implementing a Standard Call Center Setup. This will be an onsite arrangement where service providers are expected to deliver comprehensive professional call center solutions tailored to meet the specific needs of the department. The tender encompasses a total requirement of four (4) seats, ensuring efficient communication and support for designated clients.

Eligibility Criteria

To qualify for this tender, bidders must demonstrate compliance with the required eligibility standards. This includes being a registered entity with relevant experience in providing call center services. Bidders are advised to review all eligibility requirements mentioned in the tender documents to ensure compliance.

Technical Requirements

Bidders must meet specific technical specifications which include:

• Delivering services using advanced telecommunication technologies.
• Implementing efficient call management systems.
• Ensuring availability of trained personnel capable of handling diverse client inquiries.
• Adherence to industry-recognized quality standards to provide optimum service delivery.

Financial Requirements

Vendors are required to provide a detailed financial proposal which must include:

• Pricing on a per-seat basis.
• A clear outline of additional costs that may arise during the tenure of service.
• Adherence to the stipulated payment terms defined in the tender documents.

Document Submission Details

Interested parties must submit the requisite documentation including:

• Company registration certificate.
• Previous project details related to similar services.
• Financial proposal that complies with the outlined structure.
  Bidders should ensure complete documentation is submitted by the mandated deadline to avoid disqualification.

Special Provisions

Monthly assessments will be in place to encourage Micro, Small, and Medium Enterprises (MSEs) and startups. This includes potential relaxed compliance standards and support for local businesses, aligning with national policies encouraging local procurement and production.

Evaluation Process

Submissions will undergo a comprehensive evaluation process. This will consider both technical and financial parameters, including quality, cost-effectiveness, and the vendor's track record. Bidders with higher compliance to quality standards and cost-effectiveness will typically receive higher scores during evaluation.

Delivery Locations

The service must be delivered at designated locations as outlined in the tender documents. Proposals should detail the logistics involved to ensure effective service delivery.

Contact Information

For further information and inquiries, interested bidders can reach out to the tender issuing authority through the provided contact channels as mentioned in the official documentation.

This tender represents an excellent opportunity for eligible vendors to engage with a government entity and provide impactful services that will benefit both the department and the wider community.