Invitation for Request for Expressions of Interest Status:Approved
GOVERNMENT OF THE PEOPLE'S REPUBLIC OF BANGLADESH
| Ministry/Division |
: |
Ministry of Post, Telecommunications & Information Technology |
| Agency |
: |
Bangladesh Telecommunication Regulatory Commission (BTRC) |
| Procuring Entity Name |
: |
Director, Systems & Services Division (BTRC) |
| Procuring Entity Code |
: |
|
| Procuring Entity District |
: |
Dhaka |
| Expression of Interest for Selection of |
: |
Consulting Firm (National) (Time-Based) |
| Title Of Service |
: |
Firm for Inbound Call Center Service for BTRC |
| EOI Ref. No. |
: |
14.32.0000.600.07.002.21.165 |
| Date |
: |
01/09/2021 |
KEY INFORMATION
|
| Procurement Sub-Method |
: |
Quality and Cost Based Selection(QCBS) |
FUNDING INFORMATION
|
| Budget and Source of Funds |
: |
Own Funds Own Funds |
| Development Partners |
: |
|
PARTICULAR INFORMATION
|
| Project/Programme Name |
: |
|
| EOI Closing Date and Time |
: |
19/09/2021 2:00 PM
|
| Publication Date |
: |
02/09/2021
|
INFORMATION FOR APPLICANT
|
| Brief Description of Assignment |
: |
The consultant’s duties and responsibilities will include but not necessarily be limited to the following (Details are specified in the TOR)
(a) Receiver user complaints about telecom services through inbound calls and emails.
(b) Insight capture in CRM from Complaint box of BTRC web site
(c) Escalate complaints from BTRC Web Box and Call Center to respective MNOs’ through CRM.
(d) Customer query, services and complaints management.
(e) Social media and Website Chat Bot integration to redirect complaints to BTRC Complain Box.
(f) IVR based Smart link for customers to register complaints through IVR and Complain Management box.
(g) 24/7 Service Hour (Per Day):- Government Holidays- 63 Hours(08 Seat) & General day-78 Hours(10 Seats).
(h) Delivery of report on a daily, weekly, monthly, Quarterly & yearly basis as per the requirements and prescribed formats of BTRC. The formats may be changed from time to time.
|
| Experience, Resources and Delivery Capacity Required |
: |
(a) The firm should have minimum Five (8) years of experience in call center and BPO industry, operating with local and global clients.
(b) The firm should have experience of 24 hours call center operations.
(c) The firm should have call center license (both local and international) issued from BTRC.
(d) The firm must have an experience in working with at least Two (2) Government call center process during last 02 (two) years.
(e) The firm should have working experience in call center operations with BTRC License telecom operators at least 02(two) years.
(f) Management need to have a proven experience with call center for at least 12 years.
(g) Have minimum 100 seats capacity
(h) Have minimum 80 seats in current call center operations.
(i) Have an experience in both inbound and outbound operations.
(j) Have own platform development team for call center operations (Customer relationship management/ Workforce management). Need to have proven expertise in integrating any external platform through API connectivity.
(k) Have SMS and IVR supports for call center operations.
(l) Must need to be general members at Bangladesh Association of Call Center & Outsourcing (BACCO) and Bangladesh Association of Software and Information Services (BASIS) for at least last 5 years.
(m) Must have to be Quality Management System (ISO 9001:2015) certified.
(n) Have strong quality control and reporting wing to maintain standard as per Quality Standards Definition Document (QSDD).
|
| Other Details (if applicable) |
: |
(a) Eligibility criteria & Experience with necessary document to be submitted along with EOI both in (i) www.mygov.bd & (ii) hard copy 03(three) set with CD/Pendrive delivery /by post to the address below
(b) Please mark clearly on the envelope “Expression of Interest for the Inbound Call Center Service for BTRC”
(c) Copy of the Indicative TOR may be collected from the office of the Director, System & Services Division, BTRC or from the website of BTRC( www.btrc.gov.bd)
(d) Late submission will be rejected.
|
| Association with foreign firms is |
: |
Not Encouraged |
| Eoi Detail Information |
|---|
| Ref No |
Phasing Of Services |
Location |
Start Date |
Completion Date |
| S1 |
All Works |
Dhaka |
From contract award |
15(Fifteen) Days |
|
PROCURING ENTITY DETAILS
|
| Name of Official Inviting EOI |
: |
Shazeda Parvin |
| Designation of Official Inviting EOI |
: |
Director, Systems and Services Division |
| Address of Official Inviting EOI |
: |
BTRC, IEB Bhaban (8th Floor), Ramna, Dhaka |
| Contact details of Official Inviting EOI |
: |
Phone : 029553708, Fax : , Email : shazeda@btrc.gov.bd |
| The procuring entity reserves the right to accept or reject all tenders |
