The tender titled Call Centre Service - Per Seat Basis - Standard Call Center Setup (On Prim); Offsite with reference number GEM/2025/B/6109474 has been issued by the Department of Financial Services, which operates under the Ministry of Finance. This tender aims to establish a robust and efficient call center service to enhance customer service and streamline communication within various government departments.

Scope of Work and Objectives

The primary objective of this tender is to procure call center services on a per-seat basis. The service provider will be responsible for setting up and managing a standard call center operation either on-premises or through an offsite model. The selected vendor must ensure that the services are delivered seamlessly, focusing on providing high-quality customer interactions. The total quantity of services required is 40 call center seats, which must be staffed with trained professionals to handle inquiries efficiently.

Eligibility Criteria

To qualify for this tender, bidders must meet specific eligibility requirements, including but not limited to:

• Being a registered entity to conduct business in the call center service domain.
• Possessing a proven track record in managing similar call center operations.
• Meeting any other criteria specified by the issuing department to ensure capability in delivering the required services.

Technical Requirements

The technical specifications for the call center services include:

• Implementation of advanced telephony systems and software tools.
• Availability of a strong IT infrastructure to support call management and customer databases.
• Compliance with any specific technological standards mandated by the Department of Financial Services.

Financial Requirements

Bidders must demonstrate financial stability and present evidence through relevant financial documents. They might also need to submit an Earnest Money Deposit (EMD), the details of which will be outlined in the tender documents.

Document Submission Details

Participants are required to submit the necessary documents electronically, adhering to the formats stipulated by the department. Detailed instructions regarding the submission process will be provided within the tender documents.

Special Provisions

The tender may offer certain advantages for Micro, Small, and Medium Enterprises (MSEs) and startups. These may include relaxed qualification norms or incentives that encourage participation from these sectors, aligning with governmental initiatives to promote entrepreneurship and local businesses.

Evaluation Process

The evaluation of submitted bids will be carried out by a designated panel. Bidders will be assessed based on their technical capabilities, financial health, and adherence to the provided specifications. The process will ensure fairness and transparency, prioritizing proposals that demonstrate the best value for the services needed.

Delivery Locations

The call center services will cater primarily to designated government departments, with specific delivery locations outlined in the tender documents.

Contact Information

For further inquiries or clarification, potential bidders are encouraged to reach out to the Department of Financial Services through the contact details provided in the tender documentation.