| Ministry/Division |
: |
Ministry of Finance |
| Agency |
: |
Sonali Bank Limited |
| Procuring Entity Name |
: |
Sonali Bank Limited, Govt. Accounts & Services Division, Head Office, Dhaka. |
| Procuring Entity Code |
: |
|
| Procuring Entity District |
: |
Dhaka |
| Expression of Interest for Selection of |
: |
Consulting Firm (National) (Time-Based) |
| Title Of Service |
: |
Management of Call/Contact Center Service as Full Outsourcing Model
|
| EOI Ref. No. |
: |
HO/SBL/GASD/Call Center/EOI/2021/01 |
| Date |
: |
19/12/2021 |
KEY INFORMATION
|
| Procurement Sub-Method |
: |
Quality and Cost Based Selection(QCBS) |
FUNDING INFORMATION
|
| Budget and Source of Funds |
: |
Non_Development Own Funds |
| Development Partners |
: |
|
PARTICULAR INFORMATION
|
| Project/Programme Name |
: |
|
| EOI Closing Date and Time |
: |
04/01/2022 12:00 PM
|
| Publication Date |
: |
22/12/2021
|
INFORMATION FOR APPLICANT
|
| Brief Description of Assignment |
: |
"The Bank intends to setup a round the clock (24x7x365) Call/Contact Center as Full Outsourcing Model under the terms and conditions set by the bank. The bank wants to setup Call/Contact Center with 30 seats initially with a provision to extend the same up to 250+ agents, so as to enhance its capability to handle more calls and provide more services through this Call/Contact Center. The Bank aims at expanding the scope of services through inbound/outbound calls including Omni-channel services to our existing and prospective customers. The plans include establishment of Call/Contact Center and also expand outbound call facility for Collection, Soft recovery, Tele-marketing of its products and other purposes. The Call/Contact Center operation set up would be on a full outsourcing model, wherein the entire infrastructure required (like Servers, hardware, solution, software, premises, various equipment’s, power requirement, furniture, security, insurance, manpower and any other equipments) for implementing, managing and maintaining the Call/Contact Center service would be provided by the Successful Tenderer to deliver the specific scope outlined in the Request for Proposal (RFP). In this context, the Bank invites EOI from prospective Tenderer(s) as manage service provider for implementing, managing and maintaining the Call/Contact Center service as Full Outsourcing Model. The scope of functions/work to be covered by the selected tenderer for the Managed Call/Contact Center can be broadly classified into the following categories:
a) Inbound calls
b) Outbound calls.
c) IVR Functions & Smart (Visual) IVR
d) Cross sell/Up-Sell/Marketing Initiatives
e) Soft recovery & Collections
f) Grievances and resolutions
g) Customer Segmentation
h) Online Chat & email
i) Omni channel & New initiatives |
| Experience, Resources and Delivery Capacity Required |
: |
01. The Tenderer(s) must be national public/private limited company registered under Registrar of Joint Stock Companies (RJSC).
02. The Tenderer(s) should be a member of Bangladesh Association of Call Center & Outsourcing (BACCO)
03. The Tenderer(s) must have minimum 05 (Five) years of experience in Call/Contact center or Business Process Outsourcing industry or ITES Provider having minimum 50 (Fifty) Agents capacity & operating with local or global clients. [Years counting backward from the date of publication of EOI in the newspaper]
04. The minimum specific experience of the Tenderer(s) as a Prime contractor in providing at least 02 (Two) contracts of similar nature, complexity and methods/technology (Call/Contact Center Services) completed over a period of 05 (Five) years shall be required. [Years counting backward from the date of publication of EOI].
05. The Tenderer/Prime Tenderer must have the experience of set up & providing Call/Contact Center services minimum 01 (one) Banks/Financial Institutes for minimum period of 06 (Six) months having at least 10 (Ten) seats and at least 01 (One) Government/Semi-Government/Autonomous Organization.
06. The Tenderer/Prime Tenderer must have obtained ISO 9001:2015 Certification.
07. The Tenderer/Prime Tenderer must have minimum 02 (Two) Original Equipment Manufacturer (OEM) certified professionals in the field of Information technology and should permanent employee of the organization.
08. The Management panels of Tenderer(s) need to have a proven experience about call/contact center operation or ITES for at least 05 (Five) years.
09. The Tenderer/Prime Tenderer must have Training & Recruitment experience for minimum 50 (Fifty) candidates.
10. The Tenderer(s) must have up-to-date BTRC license for both domestic & international call center.
11. The OEM of proposed software/solution must be rated as ""Leaders"" for at least 01 (One) time in the block of last 05 (Five) years in the latest 'Magic Quadrant for Call/Contact Center Infrastructure worldwide published by Gartner.
12. The offered software/solution must be implemented at least 02 (Two) banks/financial institutions in Bangladesh and the same should be operational at the time of bidding.
13. The call/contact center software/solution components (Voice Gateways, phones, PBX, ACD, IVR, CTI, Recording, Reporting etc.) preferably from a single OEM for better integration, support and interoperability.
14. The Tenderer/Prime Tenderer should have proven experience of Short Code and Long Code Routing with all active operators in Bangladesh and support all the technical integrations.
The interested applicants should submit their respective application including the following to facilitate short listing of respondents by Sonali Bank Limited.
i) Certificate of Incorporation for Private/Public Limited Company issued by the Registrar of Joint Stock Companies.
ii) Copy of up-to-date Trade license, Proof of VAT return & Income Tax Return Acknowledgement (including TIN, BIN certificate) of Tenderer(s).
iii) Copy of Certificate of membership of BACCO of Tenderer(s).
iv) Supporting Contract document(s) providing evidence of 50 (Fifty) agents capacity call center for a single client or multiple clients.
v) List of clients and NOA/WO/Contract Agreement with Completion Certificate as a proof of document that confirms implementation of Call/Contact Center at minimum 01 (one) Banks/Financial Institutes for minimum period of 06 (Six) months having at least 10 (Ten) seats and at least 01 (One) Government/Semi-Government/Autonomous Organization.
vi) Copy of certification (ISO 9001:2015) from appropriate authority.
vii) CV of Certified professionals and OEM certificate copies along with eligibility conformity.
viii) Proof of document regarding Training & Recruitment experience for minimum 50 (fifty) agents.
ix) Up-to-date BTRC License for Call/Contact Center.
x) Gartner report from respective OEM mentioning position in leaders position for proposed software/solution.
xi) NOA/WO/Contract Agreement with completion certificate for at least two banks/financial institutions of proposed software/solution.
xii) Bank certified copy of Prime Tenderer should be submitted- (1) Bank Solvency certificate or (2) Line of credit.
xiii) Financial Audit report of last three years of Tenderer(s). |
| Other Details (if applicable) |
: |
1. Joint Venture (JV) will be allowed.
2. The Tenderer(s) should not have been blacklisted/terminated by any Government/Semi-Government/Autonomous Organization/Agency for unsatisfactory past performance, corrupt, fraudulent or any other unethical business practices, at any point. If a tenderer chooses not to disclose any such issue, and the same comes to Bank’s notice at a later date, the Bank will be free to revoke any contract entered with the tenderer at its discretion.
3. The Tenderer/Prime Tenderer needs to submit Manufacturer’s Authorization (MAF) with Eligibility Conformity for proposed solution/software.
4. The Tenderer/Prime Tenderer should have own platform development team for call/contact center operations. Need to have proven expertise in integrating any external platform through API connectivity.
5. The Tenderer/Prime Tenderer has to provide a brief explanation regarding implementation of Call/Contact Center services including dependencies at various stages and integration various systems of the Bank with call center systems.
6. ISO 27001 certification of Tenderer will be preferable.
7. If NOA/WO/Contract Agreement with Completion Certificate is not submitted, the experience certificate will be considered as incomplete.
8. If any Tenderer(s) produces any false or fabricated papers with EOI document, the related Tenderer(s) will be treated as cancelled.
Special instructions:
Incomplete/partial EOI will be rejected.
Interested Tenderer(s) must provide focused information demonstrating that they are qualified to perform the services.
Interested tenderer(s) may obtain additional information from the office mentioned below during office hours on Sunday to Thursdays.
The application in sealed Envelope is to be submitted to Deputy General Manager, Govt. Accounts & Services Division (4th floor), Sonali Bank Limited, Head Office, 35-42,44, Motijheel C/A, Dhaka-1000 by 12.00 p.m. on date: 04-01-2022 and be clearly marked on the top of the Envelope EOI for Management of Call/Contact Center service as Full Outsourcing Model. |
| Association with foreign firms is |
: |
Not Encouraged |
| Eoi Detail Information |
|---|
| Ref No |
Phasing Of Services |
Location |
Start Date |
Completion Date |
| 1 |
Na |
|
|
|
|
PROCURING ENTITY DETAILS
|
| Name of Official Inviting EOI |
: |
Md. Mazibur Rahman |
| Designation of Official Inviting EOI |
: |
Deputy General Manager |
| Address of Official Inviting EOI |
: |
Govt. Accounts & Services Division (4th Floor), Sonali Bank Limited, Head Office, Dhaka.
|
| Contact details of Official Inviting EOI |
: |
Phone : 88-02-223388560, Fax : , Email : dgmgasd@sonalibank.com.bd |
| The procuring entity reserves the right to accept or reject all tenders |
