Tender Title:

Call Centre Service - Per Seat Basis - Standard call center setup (On Prim); Onsite with setup
Tender Reference Number: d422f7cd

Issuing Authority:

Information Technology Department, Assam

Scope of Work and Objectives

The Call Centre Service tender invites qualified suppliers to provide comprehensive call center services on a per-seat basis. The objective of this tender is to establish a standard call center setup that operates onsite, ensuring effective management of inbound and outbound calls. The selected vendor will be responsible for delivering high-quality customer support, managing inquiries, and addressing consumer needs efficiently.

Eligibility Criteria

To be eligible, bidders must meet the following criteria:

• Be a registered entity with a valid business license.
• Have prior experience in offering call center services.
• Demonstrate the capability to handle the required quantity of seats (10) as stipulated in the tender.
• Meet any local or sector-specific certifications required by the Information Technology Department in Assam.

Technical Requirements

Bidders must adhere to the following technical requirements:

• The setup must be compliant with industry standards in technology and security.
• Should provide a reliable infrastructure capable of handling simultaneous calls.
• Provision of trained staff to manage customer interactions.
• Ability to implement necessary software for call tracking, analytics, and reporting.

Financial Requirements

The financial proposal should include a breakdown of the cost per seat, inclusive of setup charges, operational costs, and service levels. The bid should reflect competitive pricing while ensuring quality service delivery to stakeholders.

Document Submission Details

Interested bidders must ensure the submission of all required documents via the specified channel. This includes:

• A completed proposal form.
• Business registration certificates.
• Relevant experience certificates.
• Technical and financial bid forms.

Special Provisions

Provisions are included for Micro, Small, and Medium Enterprises (MSEs), which may be eligible for relaxed terms. Startups may also benefit from preferential treatment in terms of selection criteria, subject to their compliance with requisite standards.

Evaluation Process

All bids will undergo a thorough evaluation process, assessing technical and financial proposals based on predefined criteria. Bidders will be informed about the evaluation results and may be required to clarify aspects of their submission.

Delivery Locations

The call center will primarily operate onsite at designated locations within Assam. Specific locations will be communicated to the selected vendors upon contract award.

Contact Information

For further inquiries, please contact the Information Technology Department in Assam through their official communication channels. Ensure to reference the tender ID on all correspondence.