NA Tender by Investor Education And Protection Fund Authority (iepf Authority) (GEM/2025/B/6090103)
Call Centre Service - Per Seat Basis - Standard call center setup (On Prim); Onsite with setup
Tender Timeline
Tender Title: Call Centre Service – Per Seat Basis – Standard Call Center Setup (On Prim); Onsite with Setup
Tender Reference Number: GEM/2025/B/6090103
Issuing Authority: Ministry of Corporate Affairs
The Ministry of Corporate Affairs is inviting proposals for the provision of Call Centre Services on a per seat basis. This tender aims to establish a standard call center setup (On Prim) at an onsite location, specifically designed to enhance customer engagement and support services.
Scope of Work and Objectives
The primary objective of this tender is to procure comprehensive call center services that include, but are not limited to, the following:
- Installation and setup of call center infrastructure
- Providing trained operators to manage incoming and outgoing calls
- Ensuring quality control mechanisms are in place for service improvement
- Offering technical support and maintenance for call center equipment
- Integrating customer relationship management (CRM) systems to optimize services
Eligibility Criteria
To qualify for this tender, bidders must meet the following eligibility requirements:
- Be registered as a legal entity and have a valid business license
- Demonstrate prior experience in providing call center services
- Present financial statements for the past three years indicating sound financial health
- Compliance with all relevant local laws and regulations related to data protection and privacy
Technical Requirements
The following technical specifications must be adhered to:
- The call center must support a minimum of 16 seats with scalability options
- All systems must be compliant with industry standards for voice over IP (VoIP)
- The bidder must provide advanced software solutions for call routing, tracking, and recording
- High-speed internet connectivity for optimal performance
- Implementation of a robust data security framework
Financial Requirements
Interested parties must submit financial proposals that include:
- A clear breakdown of costs per seat
- Provisions for additional services or upgrades
- Payment terms and conditions, specifying any advance payment requirements
Document Submission Details
All proposals must be submitted electronically through the specified tender platform. Each document must be in PDF format, and bidders are required to include:
- A cover letter
- Detailed project proposal
- Company profile and credentials
- Financial proposal
Special Provisions
This tender particularly encourages participation from Micro, Small, and Medium Enterprises (MSEs) and startups. Bidders who meet these criteria are strongly urged to apply, as there may be specific advantages in the evaluation process for such enterprises.
Evaluation Process
Proposals will undergo a thorough evaluation process based on the following criteria:
- Technical qualifications and understanding of the project scope
- Financial proposal
- Past experience and client references
- Stability and capacity to deliver within stipulated timelines
Delivery Locations
Services will be delivered at the designated onsite location as specified by the Ministry of Corporate Affairs, ensuring all technical setups meet operational standards.
Contact Information
For further inquiries or clarifications, interested bidders are encouraged to reach out through the official communication channels provided on the tender portal.
General Information
Financial Information
Evaluation and Technical Information
Tender Documents
10 DocumentsDocuments Required from Seller
- Experience Criteria
- Bidder Turnover
- Certificate (Requested in ATC)
- Additional Doc 1 (Requested in ATC) *In case any bidder is seeking exemption from Experience / Turnover Criteria
- the supporting documents to prove his eligibility for exemption must be uploaded for evaluation by the buyer
Corrigendum Updates
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Frequently Asked Questions
The eligibility requirements for this tender include being a registered entity with a valid business license, demonstrating prior experience in providing call center services, and presenting financial statements for the last three years. Furthermore, all bidders must comply with relevant local laws and regulations regarding data protection and privacy.
Bidders must provide essential certificates with their proposals, including a valid business registration certificate, a tax registration document, and any industry-specific certifications that validate their capability to run a call center. Additionally, proof of compliance with data protection laws may be required to ensure privacy standards are upheld.
To register for submitting a bid, interested parties should follow the registration process outlined on the official tender platform. Typically, registration involves creating an account, filling out necessary details, and uploading relevant documents to confirm the business’s legal status and eligibility for the tender.
All documents submitted in response to this tender must be in PDF format for consistency and ease of review. Bidders should ensure all documents are readable, complete, and organized to facilitate the evaluation process effectively.
Payment terms outlined in the tender response should include a clear breakdown of payment schedules, including any advance payment requirements. Typically, payments may be structured based on milestones achieved, performance metrics, or upon the completion of services as specified in the contract agreement.
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