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BHARAT PETROLEUM CORPORATION LIMITED
Single Tender
Providing Call Centre Services for Managing
BPCL SmartLine
Tender Reference/CRFQ No.: 1000270940
System ID No.: 19606
Due Date: 21.12.2017 at 1630 Hours IST
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Subject: Invitation of Tender for Providing Call Center Services (CRFQ no. 1000270940 due on 21.12.2016 at 1630 Hours)
Dear Sir/Madam,
1. You are invited to submit your offer for the Subject job as per the Terms & Conditions (Annexure I) and Terms of Reference (Annexure II) contained in this tender document.
2. Please visit the website https://bpcleproc.in for participating in the tender and submitting your bid online.
3. Bidders are required to submit their price bids through this E - Tender.
i. This should contain Prices /Taxes against the Bill of materials.
4. You should submit your price bid online.
5. BPCL does not take any responsibility for any delay in submission of online bid due to connectivity problem or non-availability of site. No claims on this account shall be entertained.
6. Incomplete tenders shall be liable for rejection without seeking any further clarification. We also reserve the right to reject any or all tenders without assigning any reasons whatsoever.
7. Your bid should be submitted online in the given format (Annexure III) on or before the due date i.e. 21.12.2016, 15.00 hours IST. No manual bids/ offers along with electronic bids/ offers shall be permitted. Bids not in the prescribed format, are liable to be rejected.
8. The bidder will have to essentially accept Annexure I and II to participate in the tender.
Thanking you, Yours faithfully,
For Bharat Petroleum Corporation Ltd.
Ravi R Sahay Team Leader (Analytics)
ENCLOSED :
Annexure I : TERMS AND CONDITIONS
Annexure II : TERMS OF REFERENCE
Annexure III : COMMERCIAL (PRICE) BID FROMAT
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Annexure I
TERMS AND CONDITIONS
General Instructions to Tenderers for E-Tendering a. Interested parties may download the tender from BPCL website http://www.bharatpetroleum.in (or) from the e-tendering website https://bpcleproc.in and participate in the tender as per the instructions given herein, on or before the due date and time of the tender. The tender available on the BPCL website can be downloaded for reading purpose only. For participation in the tender, please fill up the tender online on the e-tender system available on https://bpcleproc.in. b. For registration on the e-tender site https://bpcleproc.in, you need to download the User Instruction Manual from the site and read it. Vendor has to select “Enrollment” and complete the “Supplier Registration Form” by filling in all the information correctly. Kindly remember the login id, password entered therein. After you complete this process, system will generate an e-mail wherein a system generated “Challenge Phrase” will be mailed to you to complete balance registration process. c. As a pre-requisite for participation in the tender, tenderers are required to obtain a valid Digital Certificate with encryption of Class IIB and above as per Indian IT Act from the licensed Certifying Authorities operating under the Root Certifying Authority of India (RCIA), Controller of Certifying Authorities (CCA). The cost of obtaining the digital certificate shall be borne by the tenderer. d. In case any tenderer so desires, he may contact our e-procurement service provider M/s. EProcurement Technologies Ltd., Ahmedabad (Contact no. Tel: 079 40016868 & Tel: 022 - 2417 6419, 022-2776 4464) (Email: [email protected], [email protected]) for obtaining the digital signature certificate.
e. Corrigendum/amendment, if any, shall be notified on the site https://bpcleproc.in. In case any corrigendum/amendment is issued after the submission of the bid, then such Tenderers who have submitted their bids, shall be intimated about the corrigendum/amendment by a system-generated email. It shall be assumed that the information contained therein has been taken into account by the tenderer. They have the choice of making changes in their bid before the due date and time. f. Tenderers are required to complete the following process online on or before the due date/time of closing of the tender:
i. Priced bid g. Directions for submitting online offers, electronically, against e-procurement tenders directly through internet:
i. Tenderers are advised to log on to the website (https://bpcleproc.in) and arrange to register themselves at the earliest.
ii. The system time (IST) that will be displayed on e-tender web page shall be the time considered for determining the expiry of due date and time of the tender and no other time shall be taken into cognizance.
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iii. Tenderers are advised in their own interest to ensure that their bids are submitted in e-tender system well before the closing date and time of bid. If the tenderer intends to change/revise the bid already entered, he may do so any number of times till the due date and time of submission deadline. However, no bid can be modified after the deadline for submission of bids.
iv. Once the entire process of submission of online bid is complete, the Tenderers are required to go to option ‘own bid view’ through dashboard and take the print of the envelope receipt as a proof of submitted bid.
v. Bids / Offers shall not be permitted in e-procurement system after the due date / time of tender. Hence, no bid can be submitted after the due date and time of submission has elapsed.
vi. No manual bids/offers along with electronic bids/offers shall be permitted.
h. No responsibility will be taken by BPCL and/or the e-tender service provider for any delay due to connectivity and availability of website. They shall not have any liability to tenderers for any interruption or delay in access to the site irrespective of the cause. It is advisable that tenderers who are not well conversant with e- tendering procedures, start filling up the tenders much before the due date /time so that there is sufficient time available with him/her to acquaint with all the steps and seek help if they so require. Even for those who are conversant with this type of e-tendering, it is suggested to complete all the activities ahead of time. It should be noted that the individual bid becomes viewable only after the opening of the bid on/after the due date and time. Please be reassured that your bid will be viewable only to you and nobody else till the due date/ time of the tender opening. The non-availability of viewing before due date and time is true for e-tendering service provider as well as BPCL officials. i. BPCL and/or the e-tender service provider shall not be responsible for any direct or indirect loss or damages and or consequential damages, arising out of the bidding process including but not limited to systems problems, inability to use the system, loss of electronic information etc. j. In case of any clarification pertaining to e-procurement process, the tenderer may contact the following agencies / personnel:
a. For system related issues :
i. M/s. EProcurement Technologies Ltd., Ahmedabad (Contact no. Tel: 079 40016868 & Tel: 022 - 2417 6419, 022-2776 4464) Email: [email protected], [email protected])
b. For tender related queries:
i. Ms. Neha N Kumar of BPCL at contact no. 022-22713000 Ext : 4217 followed with an email to ID [email protected] ii. Mr. Ravi R Sahay of BPCL at contact no. 022-22713000 Ext : 4213 followed with an email to ID [email protected]
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k. The responsible person of the tender is Mr. Ravi R Sahay of BPCL at contact no. 022- 22713000 Ext: 4213.
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Commercial Terms & Conditions
Pricing Type
i. The quoted rates shall be valid for acceptance for the period of 90 days from the date of opening tender.
ii. The Vendor should quote separately for Basic price, Excise duty and VAT / CST as applicable in the Price Bid. Rate of Excise duty, VAT / CST and service tax as applicable on the material should be quoted separately in the un-priced bid.
iii. Variation in the rates for Statutory levies/ taxes / duties during the tenure of the contract for supplies within delivery schedule will be allowed only on the submission of documentary evidence from Govt. / Statutory Authorities and its acceptance by BPCL.
iv. The Price Bid is to be submitted online
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Other Terms and Conditions
1. PAYMENT TERMS
a. The payment will be made against invoices submitted on monthly basis duly approved by a BPCL official b. No Advance payment shall be made by BPCL. c. The billing would start from the date of commencement of work as per this tender enquiry. d. While making payments, taxes as applicable will be deducted. TDS certificates for the same will be made available by BPCL. e. Payment would be made through Electronic Fund Transfer (EFT). Hence, please ensure that a bank detail submitted by you is correct or submit the latest bank details in the format available with us. f. The vendor shall be required to bear any changes in the tax rates during the period of this contract.
2. TAXES AND DUTIES
Bidder shall pay any and all taxes including service tax, duties, levies etc. which are payable in relation to the performance of the Contract. The quoted price shall be inclusive of all such taxes and duties as applicable on the due date of the tender. Any statutory variation in taxes and duties within Contractual Completion period shall be payable by BPCL. In case of introduction of GST, the same shall be payable provided any benefit on account of GST accruing to the bidder should be passed on to BPCL
3. OTHER CONTRACTUAL STIPULATIONS
We reserve the right to reject the tender without assigning any reason whatsoever.
a. Right to Audit: BPCL reserves the right to audit or inspect work performed by the vendor. BPCL may participate directly or through an appointed representative, e.g., Mutually Agreeable external auditor, in order to verify that the tasks related to this project have been performed in accordance to the procedures indicated.
b. NDA Clause : The successful bidder has to sign the 'Non-Disclosure Agreement(NDA)' on Rs. 100/- stamp paper (Non Judicial) from their competent authority as a compliance for the 'Non-Disclosure Agreement' in line with BPCL's IS Security Policy(Soft copy of NDA will be provided to you once the tender is finalized). Purchase orders will not be placed without entering into above NDA. If NDA has already been submitted, please ignore this clause.
c. Termination Clause: In case vendor is not able to fulfill their contract commitments, then BPCL may decide to terminate the contract at its discretion by providing a termination letter 30 days in advance and may not engage the vendor in future BPCL projects.
d. IP (Intellectual Property)
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Organization retains all rights to its pre-existing intellectual property and any intellectual property it creates in connection with the agreement; and
The vendor assigns to organization all rights in any work product developed pursuant to the agreement and acknowledges that all materials created by the vendor pursuant to the agreement shall be deemed to be owned by the organization. If the vendor will not agree to an assignment, then the vendor should, at a minimum, grant organization a perpetual, irrevocable, worldwide, royalty-free license to use the work product developed pursuant to the agreement.
e. Force Majeure Clause:
The parties to this agreement cannot be responsible for any failure of performance or delay in performance of their obligations there under if such failure or delay shall be the result of any Government Directive relevant to this agreement or due to war, hostilities, act of public enemy, riots or civil commotion’s, strikes, lock out, fire, floods, epidemics or act of God, arrests and restraints or rulers and people political or administrative acts of recognized or defacto Government Import or Export restrictions, compliance with any Government or local authority or any other cause or cause beyond the control of the parties hereto.
f. Arbitration clause:
o In case of any dispute or differences arising under and out of, or in connection with the contract, shall be referred to the sole arbitration by an arbitrator appointed under the provision of Indian arbitration Act and conciliation Act 1996 and subject to jurisdiction of courts in Mumbai only.
o In case of any dispute in the interpretation of the terms and conditions of the tender, the decision of the Corporation shall be final and binding
Limitation of liability will be restricted to Total Contract Value.
ALL ABOVE TERMS & CONDITIONS ARE ACCEPTABLE TO US.
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Annexure II
TERMS OF REFERENCE Providing Call center Services
1. Purpose of Tender
The purpose of this document is to present the requirements of BPCL and to invite bid under the tender process from experienced, able & reputed Call Center Service Providers registered in India for providing the Call center Services. The proposed contract shall be effective from the date of award of contract and the term of the proposed contract shall be for three months from the date of commissioning. This tender shall be as per the same terms and conditions as mentioned in our earlier PO no 4600546273 dated 17.12.2014 and the extended PO 4505410381 dated 22.01.2016 and having validity till 07.01.2016.
Interested bidders may submit their price bid, electronically as per the terms and conditions of this tender.
2. SCOPE of Work:
2.1. Set-up an integrated call center for BPCL with following functionalities:
2.1.1. Timing: 2.1.1.1. Morning shift (8 AM – 4 PM) - 30 seats 2.1.1.2. Evening shift (4 PM – 12 PM) - 38 seats 2.1.1.3. Night shift (12 AM – 8 AM) - 2 seats
2.2. The requirements of seats can be re-allocated in any of the shifts as defined by BPCL at any time during the period of contract for call center services. Also the shift timings can also be altered depending upon the call arrival patterns.
2.3. Integrating CTI software with BPCL’s CRM software. A single screen to be provided to agents to access both CTI as well as BPCL CRM.
2.4. Dialer Integration of CTI with BPCL CRM. There are two parts in dialer integration. The details are as below:
2.4.1. When call center agent receives incoming call through call center application, agent is having following information- 2.4.1.1. Call id 2.4.1.2. Interaction language 2.4.1.3. Caller number 2.4.1.4. Call start time This information is passed to BPCL CCS application while calling Interaction registration page through web-services.
2.4.2. Remaining information of the call is passed to BPCL by consuming web service by scheduler running on call center server in batches - Call end time and other necessary details.
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2.5. Coordination regarding installation, transfer, routing, mapping and troubleshooting of the toll free numbers shall be handled by the bidder. Any document/ letter in this regard will be issued by BPCL.
2.6. Applying 4 numbers of ISDN lines in the name of BPCL from BPCL specified Service Provider. The fixed charges & recurring charges would be reimbursed against proof of payment on Monthly basis.
2.7. Customer Handling: 2.7.1. Receive in-bound voice calls, emails, SMSs, sound files, social media interactions and enter details in BPCL provided web-based CRM package. 2.7.2. Check status of complaints in CRM package & inform inbound callers accordingly. 2.7.3. Check CRM and initiate outbound calls (about 20%) as indicated in CRM package and enter feedback in CRM package. 2.7.4. Initiate outbound calls for marketing campaigns and specific promotional offers as advised by BPCL. 2.7.5. Receive in-bound voice calls for customers interested in Bharatgas mini connection and refill requests 2.7.6. IVRS based system to assess customer satisfaction with the response provided by the CCAs 2.7.6.1. How happy are you with the customer service representative you spoke to? 2.7.6.2. How happy are you with the outcome of your call/interaction? 2.7.7. Bulk Promotional SMSs to BPCL customers as per the instructions from BPCL 2.7.8. Provide in-house training to call center agents periodically, as mutually agreed, as follows: 2.7.8.1. To new agents 2.7.8.2. To existing agents as refresher. 2.7.8.3. To existing agents as & when new services are launched by BPCL or existing services are updated. 2.7.9. MIS Reports 2.7.9.1. Generate Daily / Weekly / Monthly web based interactive BI reports to BPCL. 2.7.9.2. Recording 100% in-bound as well out-bound calls for audit trail for six months and retrieving and making available the data as & when required by BPCL.
3. Handling of Social Media Interactions:
3.1. The bidder has to provide a social media monitoring and engagement tool which should provide the following: 3.1.1. Monitoring Social Media conversations about BPCL’s products or services across social networks (Facebook, twitter, YouTube, Instagram etc.) online blogs, forums, photo/video sharing websites
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3.1.2. Capability to search 150 to 200 keywords 3.1.3. Find and extract content based on mentions of keywords 3.1.4. Capability to search up to 100000 mentions per month 3.1.5. Categorize and segment interactions according to pre-defined allocation of key words 3.1.6. Real-time dashboard designed for social customer care 3.1.6.1. Real time queues on the basis of social media platforms, number of followers, status of reply, geography, demographics etc. 3.1.6.2. Keyword-wise number of conversations 3.1.6.3. Sentiment Analysis 3.1.6.4. Demographics of conversations 3.1.6.5. Day and time of engagement by followers
3.2. Handling inbound Social Media conversations through a social media workforce tool which should 3.2.1. Use pre-defined business rules to determine when and how to transform an individual social media post into a “contact” requiring a response 3.2.2. CCAs engage customers on the respective social media platform to gain consumer contact details through a pre-designed communication message 3.2.3. Leverage routing and handling tools that will assign these posts to appropriate business users within BPCL for response 3.2.4. Automatic alerts on the basis of influencer score, number of followers, geography etc. 3.3. Open API for supporting the specific social media sites that are relevant to BPCL 3.4. Integrate interactions that require a longer or confidential conversations to another channel without losing context or breaking the conversation. (e.g. Integration of Facebook with email, chat and callback for better customer engagement) 3.5. Automated messages on the basis of pre-defined rules for select combination of keywords 3.6. Download social media conversations in report friendly formats (excel, pdf, word etc.)
4. Expansion:
On demand, short-listed bidder is required to provide following services utilizing existing resources:
4.1. Other Voice and non-voice services (at no extra cost): 4.1.1. Calling back the customers from a consolidated list of SMSs & updating the CRM 4.1.2. Updating CRM from web-form provided on corporate web-site / sub- sites of BPCL 4.1.3. Updating CRM on the basis of sound files received as emails 4.1.4. Updating CRM with customer interactions thru social media platforms, interactive chat windows on BPCL and partner websites
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4.2. Additional seats: Provide additional seats (up to 25) within 15 days from the date of written request by BPCL at same agreed rates, terms & conditions
5. Duration of Contract:
5.1. The Contract is for three months from the date of go-live or commissioning.
6. Place
6.1. The Call center shall be located at the same location that it was operating from during our earlier PO no 4505410381 dated 22.01.2016.
7. Language
7.1. The call center would be required to provide inbound/outbound services in Hindi, English, Tamil, Telugu, Kannada, Malayalam, Oriya, Bengali, Marathi and Gujarati. 7.2. Based on city of call origination, a caller would get the option of Hindi, English, and regional languages. 7.3. BPCL reserves the right to either introduce a new language or discontinue any of the existing regional languages during the period of contract.
8. Software
8.1. BPCL will provide necessary web based CRM package to register a customer’s complaint/query and it will be installed at BPCL data center. 8.2. The shortlisted bidder would be accessing the CRM package through internet. The required internet bandwidth would be minimum 2Mbps and the fixed and recurring cost for the same is to be borne by the bidder.
9. Recruitment & Qualifications:
9.1. All pre‐requisites for recruitment such as advertisement, interview etc. would have to be carried out by the Bidder. The Bidder must ensure that the workforce recruited fulfils all the criteria specified by BPCL and possess bonafide certificate for the same. No compensation would be paid by BPCL for this process. 9.2. The minimum qualifications of a Call center Agent (CCA) should be as follows: 9.2.1. CCAs must be proficient in both spoken and written English. To qualify for the post of CCA, candidates must pass the language proficiency test (both written and spoken) conducted as per BPCL requirement. 9.2.2. The bidder has to adhere to the selection process as mentioned below for BPCL process:
Criteria I Educational Qualification Minimum 12th pass
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Criteria II Work Experience Minimum 12 months in an inbound process with Excellent rating for last 6 months before coming in BPCL process Supporting documents mandatory) Criteria III Preliminary Screening Written General Aptitude Test covering topics of general awareness designed jointly by Bidder and BPCL
Criteria IV Language Proficiency Test To be jointly designed by the bidder and BPCL using the (Written – only English Computer enabled system for testing the & Spoken – All supported written and spoken communication skills languages for which CCA is of the CCA. selected) All CCAs will be assigned 5 mock calls from BPCL database which they have to listen and then enter into a test CRM. The CCAs will be judged on their level of understanding of the subject, correct tagging of interactions, correct grammar and sentence formation and other such parameters Criteria V Computer Typing Test All CCAs must have a minimum typing Tspheede b ioddf er28 a wlsopm n eedin e ngto lishcondu langct usiamge.ilar LaOnnguly 3a agett empts be given for the agents Criteria VI Final Interview BPCLto will play a major role in ensuring ponrolyficie qualifiedncy test for translation from non- Egingvelish the latestng uaangde a tovera ge scores to be calculated. 10. Training CCAs are appointed by the bidder for BPCL call center services. English language for all the selected The bidder has to provide mandatory soft-skills (inCclCudAs.in g voice & accent) as well as other necessary trainings to all CCA before the functional training on BPCL process. It is mandatory for the bidder to employ only certified voice & accent aScndo ressoft to-s bkeills av ailatrainbersle in f orealr trai tinmien gto CCA for BPCL process. BPCL through system enabled process.
BPCL will provide the 1 time training to the 1st batch of CCAs and other staff handling BPCL process being recruited by shortlisted bidder. The bidder has to adhere to following:
10.1. BPCL will provide a 2-day training to the 1st batch of CCAs and other staff working on BPCL process at the facility arranged by the shortlisted bidder. 10.2. The training facility must have the audio-video arrangements for execution of training 10.3. The training facility must have the shared workstation for training on BPCL CRM 10.4. All CCAs will have to quality the written test with minimum 95% marks them to work on BPCL process to handle live calls. 10.5. All CCA will have to qualify the mock call (audio and CRM based) test with minimum 90% marks for them to work on BPCL process to handle live calls.
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10.6. The bidder has to manage and execute all future trainings to be provided to CCAs and other staff during the duration of contract.
11. Facility for BPCL Staff at Contact Center (Weekly visits)
There will be a dedicated resource from BPCL who will interact with call center on a daily basis with weekly visits to liaise/supervise/monitor/ handle call escalation etc. During weekly visits, the BPCL resource must be provided with all required infrastructure including internet connectivity, headphone with call barge‐in facility, screen/voice/ACD monitoring facility with space to work.
Further, BPCL designated officials must be given remote access through Internet to monitor the functioning such as ACD monitoring, floor monitoring, CCA performance, voice recordings, web-based reports and interactive visual dashboards etc. at the Call center.
12. Customer Satisfaction Audit
12.1. Provision must be available for IVR based customer satisfaction audit. The reports of the same would have to be generated periodically as per BPCL requirement. 12.2. The IVR system should prompt customer to rate the CCA on a scale of 1 to 10 and respective ratings must be mapped in the system
13. Bulk SMS service
13.1. Bidder should have the in-house capability of sending the bulk promotional SMSs as & when required by BPCL 13.2. Bidder should also have the capability to scrub off the mobile number provided by BPCL against the DND list and then only send the promotional SMSs etc. 13.3. Bidder has to validate the consumer’s number by sending the initial opt-in SMS to consumers to seek their consent for receiving future SMSs from BPCL. 13.4. The bidder has to indemnify BPCL on account of any claims arising out of bulk SMS being sent to any DND customers by the bidder.
14. Disaster Recovery
The bidder is required to have an effective Disaster Recovery system in place. In case of any breakdown of service due to Bidder’s deliverables and IT infrastructure failure, the functions carried out from the affected location must be made operational at the same location or at the other location in the degraded mode as per the following matrix.
Time Frame Level of service Within an hour 100% of incoming calls for gas leakage and fire complaints Within four hours 50% of incoming calls Within twenty four hours 100 % full services
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15. Facilities
The following basic facilities must be available in the Call center:
Facility Minimum Requirements
Call center services are to be provided from a single physical location Location/Space and in a single hall/room
Facility Usage Dedicated Wor k Stations are to be provided as the scope involves 24*7 operations. Availability of Training Rooms with capacity of not more than Training Rooms and 30 participants per batch along with all required connectivity facility Equipment should be available.
Proper conference room with 24X7 video conferencing facility Video Conferencing available at the contact center.
UPS with Automated Generator Back‐up for Uninterrupted Power back‐up power supply.
Environment Centrally A/C, Adequate Lighting, proper acoustics and furniture.
16. Other Mandatory Requirements:
16.1. The requirements of seats can be re-allocated in any of the shifts as defined by BPCL at any time during the period of contract for call center services. Also the shift timings can also be altered depending upon the call arrival patterns. 16.2. All Team supervisors, Process Managers, Quality Audit Managers etc. should have a minimum 2 years of work experience in the same profile. Also minimum 1 year of the 2 year work experience must be with the bidder in the same profile. 16.3. CCAs working on BPCL processes must be housed in a separate room/portioned area and have no disturbance from other processes or work areas etc. 16.4. CCTV with recording facility of the entire BPCL area on 24 x 7 basis 16.5. All recording of IVR options, product information must be by professionals at no extra cost to BPCL 16.6. Remote monitoring facility from BPCL premises for random monitoring of performance. Capability of Live streaming thru CCTV at BPCL offices 16.7. IVR tree must have provision to create multiple options having multiple sub levels. 16.8. Noise attenuating headsets with respect to noise rejection, receiving sensitivity and microphone output to all the CCAs 16.9. Dedicated Call monitoring and barge – in facility to the BPCL designated officials in addition to the Team Leaders, Floor Managers etc. 16.10. Incorporating all necessary information and circulars in the intranet to be used as Ready Reckoner.
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16.11. Bidder to always ensure that valid OSP license for operating of call center services is available with the bidder. The bidder should renew the license from time to time and submit the attested copy of OSP license to BPCL. BPCL will not be liable for any charges accruing as a result of non-renewal of OSP license and for renewal of license
17. Service Level Agreement (SLAs)
17.1. All SLAs listed below along with the respective penalties will be effective post 1st month of going live of BPCL operations by the bidder.
17.2. System Availability Availability is defined as the amount of time, if a customer had called, his call would have been attended to by an agent at the call center. It excludes any and every form of downtime which might prevent a caller's call from being answered.
Objective To ensure that the period in which no customer could have been serviced is not more than 0.3% of the total period.
This is measured as Total down time minutes / Total minutes in a month. Definition For example, if there were 2 hours in July when a customer's call could not have been answered, availability will be [100- {120/ (31days x 24 hours x 60 minutes)}x 100 ]=99.73%
System availability should be captured by the IT systems at the Call Data Capture center. Period of non-availability should be clearly split by causes i.e. power failure, network downtime, telecom link failure, manpower failure, hardware downtime etc. Measurement Interval Daily Reporting Period Monthly Service Level S/No System availability value for month Penalty 1 >= 99.7% Nil 2 > 99% but < 99.7% 1% of monthly billed amount 3 >= 96% but < 98% 2% of monthly billed amount 5 >= 90% but < 96% 5 % of monthly billed amount 6 < 90% 10 % of monthly billed amount
17.3. Call Queue Waiting Time To ensure that not less than 90% of calls requesting to speak with an agent are Objective attended to within 30 seconds
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This is measured as the waiting time in Automatic Call Distributor (ACD) Definition queue after pressing prescribed digit to talk to the agent but before being answered by the agent.
This will be captured from the time the customer has keyed the relevant Data Capture number in the IVR option menu, for speaking to an agent. Measurement Interval Daily Reporting Period Monthly Service Level S. No. Percentage of calls attended Penalty 1 > 90% calls attended within 30 seconds Nil 2 <90% calls attended within 30 seconds 1% of monthly billed value
17.4. Correct tagging of all inbound interactions
To ensure that all inbound interactions are tagged correctly in BPCL CRM so Objective that it reaches the right person within BPCL This is measured on the basis of BPCL CRM reports on incorrect tagging of Definition interactions. The incorrect interactions will have to be corrected in BPCL CRM in terms of mapping for correct place/business unit/category etc. Data Capture Based on the data captured in BPCL CRM.
Measurement Interval Daily Reporting Period Monthly Service Level S. No. Number of Incorrect Tagging of interactions Penalty 1 More than 2 but less than 5 in a month 1 % of monthly billed value 2 More than 5 in a month 3 % of monthly billed value
17.5. Correct input of all inbound interactions
To ensure that all inbound interactions are captured in BPCL CRM with Objective correct grammar and sentences so as to have better understanding of customer’s concern or issues This is measured on the basis of random checks by of individual customer Definition interactions (no of interactions will be agreed mutually) in BPCL CRM by BPCL staff on a monthly basis. The incorrect interactions will be brought to the notice of the shortlisted bidder and penalty will be raised accordingly. Data Capture Based on the data captured in BPCL CRM. Measurement Interval Monthly Reporting Period Monthly Service Level S. No. Number of incorrect input of inbound interactions Penalty 1 More than 3 instances but less than 5 instances per agent 1 % of monthly billed value per month 2 More than 5 instances per agent per month 3 % of monthly billed value
17.6. Call Abandonment Rate (At agent level)
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To ensure that not more than 3% of calls requesting for an agent go Objective unattended.
This is measured as: Number of calls abandoned on ACD/Number of Definition calls which reached ACD
The number of calls requesting for agents and the number of calls Data Capture which are answered by the agents, both, would need to be captured Measurement Interval Daily Reporting Period Monthly Service Level S.No. Call abandonment rate (on ACD) Penalty 1 < 3% Nil 2 Between 3%-5% 1% of monthly bill value 3 Between 5%-8% 3% of monthly bill value 4 >8% 5% of monthly bill value
17.7. Call Quality Score
To measure the quality of calls being handled by the agents and ensure Objective that certain standards are adhered to during the calls with respect to quality of information provided, diction, language, politeness etc.
Definition This is measured by scoring a random sample of calls on pre-defined parameters, as mentioned in Annexure II
A composite score calculated on the basis of Data Capture a) Avg. of Quality score of 25 calls audited by BPCL team on Quality Score parameters every month b) IVRS based customer satisfaction ratings captured by call center for 20% of total inbound callers.
Measurement Interval Daily/Monthly Reporting Period Monthly Service Level S.No. Score on Call Quality Penalty 1 > 90% Nil 2 More than equal to 80% but less than 90% 1 % of monthly billed value 3 More than equal to 70% but less than 80% 3 % of monthly billed value 4 < 70% 5 % of monthly billed value
17.8. Short login of Agents
Objective To ensure the ordered number of agents are provided by Bidders for inbound/outbound calling on each day
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Definition This is measured by tracking the total number of agents which are present at the Call center on each day
Measurement Interval Daily Reporting Period Daily Service Level S.No. % of total agents present any day Penalty 1 > 95% Nil 2 More than equal to 90% but less than 95% 3 % of daily billed value 3 More than equal to 80% but less than 90% 5 % of daily billed value 4 Less than 80% 10% of daily billed value
18. IT/Call Infrastructure
The CTI, IVR, IP PBX and ACD should be from the same OEM. The proposed solution from the Bidder must be vetted and endorsed by the Call center Solution Provider and OEM. Necessary letter from the OEM should be enclosed for CTI, IVR, IP PBX and ACD and the same should be a part of the technical bid.
18.1. IP-PBX and IP telephony, Automatic Call distribution. Some of the features are as mentioned below. 18.1.1. Intelligent Routing 18.1.2. Queue optimization routing – In case of threshold of defined queue and wait time, call should be routed to another queue or ACD group. 18.1.3. Time based routing 18.1.4. Routing based on longest idle time 18.1.5. Routing based on agent quality score in internal audits 18.1.6. CLI/ DNIS based routing 18.1.7. Call prompting 18.1.8. Skill based routing 18.1.9. Multiple skills assigned to an agent. 18.1.10. Rules based routing 18.1.11. Routing of calls based on agent’s attributes 18.1.12. Call transfer from/to agent to Supervisor / Manager‐ within the site / to any other site 18.1.13. Remote monitoring to access ACD reports. 18.1.14. Priority based routing, CRM Database directed routing 18.1.15. Call forward support. 18.1.16. Call blending based on the call flow 18.1.17. Integration with all CTI enabled equipment 18.1.18. System should inform the caller the status of the queue e.g. duration of expected hold time, no of callers presently in queue etc. 18.1.19. Music / messages on hold (minimum 4 each) 18.1.20. Inbuilt resiliency & capability of high availability telephony environment. 18.1.21. Monitoring and reporting capabilities.
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18.1.22. Intelligent automated outbound call logic to initiate an automated call in case of emergency calls to customers after a pre-defined period 18.1.23. Capability to provide Screen Recording facility of Agent desktops on demand by BPCL
18.2. Interactive Voice Response (IVR) 18.2.1. All incoming calls should be routed through IVR. 18.2.2. Should support networked IVR (multi‐site interconnected IVR). 18.2.3. Support Multiple Levels (Minimum six) 18.2.4. Integration with CRM, CTI 18.2.5. The Bidder must agree to get the IVR prompts in different languages recorded by professional as per 18.2.6. BPCL requirements at no extra cost. 18.2.7. IVRS should have the capability to route calls to any of the 3rd party call centers of BPCL in any part of the country. 18.2.8. IVRS system where changes can be made on demand by BPCL immediately 18.2.9. Capability of routing the calls on the basis of Internal Quality audit scores for individual Agents
18.3. Voice logger and quality monitoring 18.3.1. The Bidder should provide 100 % automatic recording of all incoming and outgoing conversation calls for six months and to be stored in a database and application for search and retrieval of recordings on various parameters such as Agents ID, Date, and Time etc. 18.3.2. The bidder should provide remote access to BPCL to access and download recording as & when required by BPCL. 18.3.3. Capability of providing individual voice recordings in real time level to BPCL officials at any location All India through web-logon
19. General Conditions
19.1. The job awarded under this contract cannot be subcontracted.
20. STATUTORY COMPLIANCE SHEET
S/No Standard Compliances Condition
1 The Minimum Wages Act 1948 Mandatory
2 Payment Of Wages Act, 1936 & Payment Of Wages Rules, 1937 Mandatory
3 Payment Of Bonus Act, 1965 & Payment Of Bonus Rules, 1975 Mandatory
4 Payment Of Gratuity Act, 1972 & Payment Of Gratuity(Central) Mandatory Rules, 1972 5 Maternity Benefit Act, 1961 Mandatory
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6 Equal Remuneration Act, 1976 & Equal Remuneration Rules, 1976 Mandatory
7 Payment Of Bonus Act, 1965 & Payment Of Bonus Rules, 1975 Mandatory
8 Employment Exchanges( Compulsory Notification Of Vacancies) Act, Mandatory 1959 9 The Workman Compensation Act 1923 Mandatory
10 Contract Labour Regulations and Abolition Act Mandatory
11 Provident Fund Mandatory
12 ESIC Mandatory
13 Labour Welfare Fund Mandatory
14 Profession Tax Mandatory
15 Valid Other Service Provider (OSP) licenses for Domestic Call center Mandatory issued by the Department of Telecommunication, Govt. of India in favour of the Bidder.
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Annexure III
COMMERCIAL (PRICE) BID FROMAT
This is the format for the Price Bid, which will have to be submitted in the e procurement site:
Price Bid for "Providing Call Center Services for BPCL"
Rate Amount Cost Per Seat Per Month (before taxes) + Add Service Tax 14.00% + Add Swachh Bharat Cess 0.5% + Add Krishi Kalyan Cess 0.5% Cost Per Seat Per Month (After taxes) Cost Per Seat Per Month (After taxes) in words : Cost for 70 Seats (After taxes) Cost for 70 Seats (After taxes) in words :
The rate is inclusive and covers all costs including PF, ESI, other staff amenities, hardware, software, other infrastructure costs, office overheads, establishment expenses, supervision, management costs etc.
The rate are on per seat per month basis (seat is defined for an 8 hour work-shift), for a total of 70 seats, divided in 3 shifts as mentioned in the tender document and may expand on the basis of incremental call traffic during the period of contract with the same rates, terms and conditions.
Providing Call Centre Services for Managing BPCL SmartLine