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REQUEST FOR PROPOSAL
For
Outbound Calling Services and Document Collection
Issue Date : 30-Nov-2017
Last Date for submission of proposal: 15-Dec-2017
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Table of Contents
1.0 INTRODUCTION AND SCOPE.................................................................................................................... 3
1.1 PURPOSE ............................................................................................................................................................. 3 1.2 REQUEST FOR PROPOSAL DEFINITIONS ............................................................................................................... 3
2.0 TERMS OF THE RFP .................................................................................................................................... 4
2.1 ACKNOWLEDGEMENT ......................................................................................................................................... 4 2.2 PROPOSAL DEADLINES ....................................................................................................................................... 4 2.3 COMPANY’S OBLIGATIONS ................................................................................................................................. 4 2.4 PROPOSAL EVALUATION..................................................................................................................................... 5 2.5 RFP TERMS AND CONDITIONS APPLIED TO FINAL CONTRACT ........................................................................... 6 2.6 TERMS BINDING ON BIDDER ............................................................................................................................... 6 2.7 HOLD HARMLESS ............................................................................................................................................... 6 2.8 CONFIDENTIALITY PROVISION ............................................................................................................................ 6 2.9 SUB-CONTRACTING ............................................................................................................................................ 7 2.10 ACCEPTANCE OF PROPOSALS .............................................................................................................................. 7 2.11 EVALUATION AND SELECTION ............................................................................................................................ 8 2.12 LIABILITY FOR ERRORS ...................................................................................................................................... 8 2.13 ACCEPTANCE OF TERMS ..................................................................................................................................... 8 2.14 OWNERSHIP OF PROPOSALS ................................................................................................................................ 8 2.15 USE OF REQUEST FOR PROPOSAL ........................................................................................................................ 8 2.16 RFP SCHEDULE .................................................................................................................................................. 9 2.17 DELAY IN PERFORMANCE OF THE OBLIGATIONS BY THE BIDDER ........................................................................ 9 3.0 PROPOSAL PREPARATION ................................................................................................................................... 9 3.1 PROPOSAL FORMAT ............................................................................................................................................ 9 3.2 NOTIFICATION OF CHANGES ............................................................................................................................. 10 3.3 CHANGES TO PROPOSED WORDING .................................................................................................................. 10 3.4 BIDDER’S EXPENSES ......................................................................................................................................... 10 3.5 COMPLETENESS OF PROPOSAL .......................................................................................................................... 10 4.0 SCOPE ............................................................................................................................................................... 11 4.1 BUSINESS CONTINUITY: .................................................................................................................................... 11 4.2 INFORMATION SECURITY: ................................................................................................................................. 11 4.3 FRAUD: ............................................................................................................................................................. 11 4.4 CRITERIA .......................................................................................................................................................... 11 4.5 PRICING MODEL ............................................................................................................................................... 12 5.0 INTENT ............................................................................................................................................................. 12 5.1 DEVIATION SHEET ............................................................................................................................................ 13 5.2 COMPLIANCE .................................................................................................................................................... 13 5.4 CONTRACT ....................................................................................................................................................... 13
ANNEXURES (ATTACHED)
1. Annexure-I - Scope of Services
2. Annexure-II - Evaluation Criteria's
3. Annexure-III – Commercial bid format
4. Annexure-IV - Vendor Registration Form
5. Annexure V - Non Disclosure Agreement.
5. Annexure VI - Outsourcing Agreement
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1.0 INTRODUCTION AND SCOPE
Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited (“Company”) is carrying on life
insurance business in India. As part of supporting its operation and processes, the Company is looking to
engage service providers for significant part of Outbound Calling for Validation Calling, Welcome Calling,
RTO, Reject Mandate/Adhoc Calling & Collection and Renewal Collection services for which this RFP is being
issued.
1.1 Purpose
The purpose of this RFP is to inform potential Bidders of a business opportunity and to solicit proposals for
Outbound Calling , Renewal and other document Collections as per requirements of the Company. Based upon
the review and evaluation of proposals offered in response to this RFP, Company may at its sole discretion
negotiate and enter into contracts with one or more successful Bidders. As such there will be no volume
commitment for the services to be delivered under this RFP by the shortlisted bidder.
Notwithstanding any other provision herein, Bidder participation in this process is voluntary and at Bidder's
sole discretion. Company reserves the right to accept or reject any or all bids from a specific or multiple Bidders
for any reason at any time. Company also reserves the right at its sole discretion to select or reject any or all
Bidder(s) in this process and will not be responsible for any direct or indirect costs incurred by the Bidders in
this process.
1.2 Request for Proposal Definitions
Throughout this Request for Proposal, the following definitions are used:
“Bidder” means a company incorporated under the Companies Act 1956,or a partnership firm (or such other entities or body of individuals/association) that submits, or intends to submit, a proposal in
response to this “Request for Proposal”;
“Service Provider” means the Bidder(s) awarded a Contract resulting from this RFP;
“Contract” means the agreement formed between the Company and the successful bidder as evidenced by an Agreement issued to the Company;
“Contract Documents” means the Agreement, the Bidders proposal document, the RFP and such other documents as listed in the Agreement, including all amendments or addenda agreed between the parties;
“Must”, “mandatory” or “required” means an absolute minimum function or capacity, which, if not satisfied in the proposal, may result in disqualification in the final evaluation;
“RFP” means this request for proposal including any amendments, attachments, and/or clarifications pertaining to this RFP that may be issued prior to the closing date; and,
“Should”, “may” or “is desirable” means desirable but not mandatory functions or capacities. Bidders who are able to provide these functions or capacities may be evaluated more favorably than those who
cannot. However the final decision shall rest with the company.
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2.0 Terms of the RFP
2.1 Acknowledgement
Company is releasing this RFP for Outbound Calling , Renewal and other document Collections online on its
website (www.canarahsbclife.com) and on e-procurement website (www.canarahsbclife.abcprocure.com) with
the sole aim of making the process free, fair & transparent and user friendly.
The Bid (as per formats) duly sealed and super scribed “Response to RFP – Outbound Calling Services and
Document Collection " should be addressed to Shaikh Qutubuddin, Canara HSBC Oriental Bank of
Commerce Life Insurance Company Ltd, 2nd Floor, Orchid Business Park, Sector-48, Sohna Road,
Gurgaon - 122018, Haryana (INDIA).
Please note that the Technical and Commercial bid has to be in separate sealed envelopes duly marked as
Technical Bid and Commercial Bid respectively. Company is not responsible for non-receipt of quotations by
the specified date and time due to any reason including holidays. All questions / clarifications should be
communicated only on email id ashish.vadhera @canarahsbclife.in, [email protected]
marking a copy to [email protected] and [email protected]. Quotations
received after the stipulated time or the Due date or incomplete in any respect are liable to be rejected without
any prior notice.
Kindly note below the complete details of our organization
Name - Canara HSBC Oriental Bank of Commerce Life Insurance Co. Ltd. Regd. off. address - 208, 2nd Floor, Kanchenjunga Building, 18 Barakhamba Road New Delhi - 110001 Corporate Identity no. - U66010DL2007PLC248825 Telephone no. - +91 0124 4535500 Fax no. - +91 0124 4535999 E-mail - [email protected] Website address - www.canarahsbclife.com
2.2 Proposal Deadlines
Pre-bid meeting: A pre-bid meeting to give any clarifications will be held at the Company’s office on 11-Dec-
17 (11 AM- 11.45 AM). Bidders are welcome to attend the meeting at our Gurgaon office and ask their
questions in an open forum at the appointed time and venue. Preferably Bidders should send all their
queries/clarifications 2 days in advance and confirm participation on pre bid meeting 1 day in advance. All
queries and their answers will be put on the Company’s website and will be part of this bid document.
Bid Submission: Company must receive duly completed and signed proposals in the manner prescribed no later
than 15-Dec-17.
2.3 Company’s Obligations
The submission and receipt of proposals does not obligate the Company in any way to commit to any Bidder(s).
The Company shall not be liable for any costs incurred by Bidders in the preparation, presentation or any other
aspect of the proposals received by reason of this request, nor is Company obligated to negotiate separately with
any sources whatsoever in any manner necessary to serve Bidder's best interests. Company makes no
http://www.canarahsbclife.abcprocure.com/mailto:amaresh.jena%[email protected]:[email protected]:[email protected]
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representation, implied or express, that it will accept and approve any proposal submitted. Any and all
Contracts which result from this RFP shall be non-exclusive, non-commitment, as-ordered agreements.
Company shall not have any liability to bidders for any interruption or delay in access to the website to obtain
the RFP document/details irrespective of the cause. Company will also not be responsible for any damages,
including damages that result from, but are not limited to negligence. Also Company will not be held
responsible for consequential damages, including but not limited to systems problems, inability to use the
system, loss of electronic information etc.
2.4 Proposal Evaluation
Proposals submitted may be reviewed and evaluated by any person at the discretion of Company’s internal
evaluation team, including non-allied and independent consultants retained by Company now or in the future for
the sole purpose of obtaining evaluations to proposals.
The Company may, at its sole discretion, negotiate and enter into contracts with one or more successful Bidders
for the said services.
Bidders may be asked to further explain or clarify areas of their proposal in writing during the evaluation
process.
The evaluation will be done in two stages:-
Stage 1: - Stage 1 consists of two parts as follows:
i) Technical Evaluation - Technical evaluation for the proposed solution via documentation provided. Post
technical evaluation, only shortlisted bidders may be called for detailed presentation.
ii) Presentation – Detailed Presentation from the services (presentation should include case studies, work
samples, company credentials, competition benchmarking, proposed service solution, proposed methodology
etc.). Site visit by the Company will be part of the selection process. The Presentation should cover the
following elements.
Bidder should present the details of process that is followed with current clients ( Insurance
clients end to end) & best practices
Bidder should present a comprehensive retention strategy and corresponding Action Plan to
reach the Overall & First year targets
Bidder should present the details of the proposed reporting / MI mechanism
Bidder should present accodales and reference letters of all the clients
Bidder should present their Analytical capabilities
Bidder should present various system capabilities (CRM & Dailer Integration)
Bidder should come out with number of projected seats with justification.
Bidder should define the time period for ramp up plan
Bidder should present the Transisition Plan from the LOI date
Stage 2: - Commercial evaluation of the bid - Technically shortlisted bidders (Stage-1) will be consider on the
commercial evaluation.
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The only information regarding status of the evaluation of proposals that the team will give to any
inquiring Bidder shall be whether or not that Bidder has been awarded a Contract. The Company may, at its
sole discretion, inform any inquiring Bidder of the reason(s) why it was not awarded the bid.
The Company reserves the right to conduct a reverse e-auction after the completion of the RFP process, the
schedule of which will be intimated later to all the pre-qualified bidders. All Bidders must confirm if they are
willing to participate in the reverse auction and if they have necessary digital signatures required for the
purpose.
2.5 RFP Terms and Conditions Applied to Final Contract
The terms and conditions of the RFP, including the specifications and the completed proposal, will become, at
Company’s sole discretion, part of the final Contract (the "Contract") between Company and the selected
Bidder. In the event that responses to the terms and conditions will materially impair a Bidder's ability to
respond to the RFP, Bidder should notify Company in writing of the impairment. If Bidder fails to object to any
condition incorporated herein, it shall mean that Bidder agrees with, and will comply with the conditions set
forth herein.
Any exceptions to the terms and conditions or any additions, which Bidder may wish to include in the RFP,
should be made in writing and included in the form of an attachment to the applicable Section in the RFP.
2.6 Terms Binding on Bidder
Following the date for submission of proposals, and prior to Contract award, the RFP shall be binding upon
Bidder in all respects for a period of 180 days.
2.7 Hold Harmless
In submitting a proposal, Bidder understands that Company will determine at its sole discretion which proposal,
if any, is accepted. Bidder waives any right to claim damages of any nature whatsoever based on the selection
process, final selection, and any communications associated with the selection.
Company reserves the right to award the Contract to the Bidder(s) whose proposal is deemed to be the most
advantageous in meeting the specifications of the RFP. In addition, Company reserves the right to add or waive
any requirements contained in this RFP at its sole discretion with regard to proposals submitted. Company’s
decision on award of Contract shall be final and binding on all the Bidders.
Company shall be at liberty to cancel the RFP / reverse auction process at any time, before ordering, without
assigning any reason.
2.8 Confidentiality Provision
The terms of this RFP, the information provided by the Company herein and all other information provided by
Bidder in connection with the services offered to be provided by the Bidder pursuant to this RFP, are to be
treated by Bidder as strictly confidential and proprietary. Such materials are to be used solely for the purpose of
responding to this request. Access shall not be granted to third parties except upon prior consent of Company
and upon the written agreement of the intended recipient to treat the same as confidential. Company may
request at any time that any of Company’s material be returned or destroyed.
Should Bidder choose not to respond to this RFP, please return all materials and any duplicates thereof at:
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Title: RFP for “Outbound Calling Services and Document Collection"
Kind Attn: Shaikh Qutubuddin
Canara HSBC Oriental Bank of Commerce Life Insurance Company Ltd.
2nd Floor, Orchid Business Park,
Sector-48, Gurgaon
Haryana (INDIA) 122018
2.9 Sub-Contracting
The services offered to be undertaken in response to this RFP shall be undertaken to be provided by the
Bidder directly employing their employees, and there shall not be any sub-contracting, franchisee, contract
to hire, and consultant etc. arrangement done by the Bidder, unless expressly agreed to by the Company
excluding Feet on Streets and Skip Tracing. The bidder shall clearly indicate in the technical bid, the sub-
contracting arrangements that the bidder proposes to enter into for providing services covered under this
RFP. Subject to the regulations permitting, and satisfactory due diligence being completed on the bidder and
sub-contractor if any, the Company may permit sub-contracting to the extent the same is expressly mentioned
in the Contract. The Service Provider shall ensure that all the requirements emanating from the contract
entered with the Company and from applicable laws and provisions including but not limited to IRDAI
Guidelines on Outsourcing of Activities, shall have to be followed and complied with by the Sub
contracting entity.
2.10 Acceptance of Proposals
Company reserves the right to modify the terms of the RFP at any time at its sole discretion and the same will
be uploaded on the website http://www.canarahsbclife.com. The bidders have to remain updated about the
same from the website and Company will not be responsible for such information not being downloaded by the
bidder. Subsequent to the submission of proposals, interviews and negotiations may be conducted with one or
more Bidders, but there will be no obligation to receive further information, whether written or oral, from any
Bidder not to disclose the nature of any proposal received.
This RFP should not be construed as an agreement to purchase products or services. Company is not bound to
accept the lowest price or any proposal of those submitted. Proposals will be assessed in accordance with the
evaluation criteria.
a) The bidder is required to voluntarily disclose at the time of bidding if any of its sister concerns/group
companies/relatives are directly or indirectly participating in this RFP.
b) All quotes to be supported by Copy of Pan Card, Certificate of incorporation, GST registration detail and
address proof.
c) Company reserves the right to terminate the Agreement/ Contract in case Service Provider gets blacklisted
by any other organization/Department of Government of India or State Governments during the course of
supply of material or services, if Service Provider is convicted in a legal/tax evasion case or on account of any
other legal misconduct of the Service Provider, unsatisfactory past performance, corrupt or fraudulent practices,
any other unethical business practices.
d) The bidder shall disclose if any of the bidder(s) are sister concerns/group companies/associates/affiliate
entities or any of such entities employees/directors/shareholders are applying for this RFP/RFP process. Further
the Service Provider shall disclose if any of its sister concerns/group companies/associates/affiliate entities or
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any of such entities employees/directors/shareholders are related to the Company and/or to its
employees/directors/shareholders.
e) Please submit the flowing document along with proposal.
Service Provider Profile form. Duly filled Service Provider profile form along with the document mentioned
above in point no. b
The bidder is required to voluntarily disclose at the time of bidding if any of its sister concerns/group
companies/relatives are directly or indirectly participating in this RFP.
Duly filled Non-Disclosure Agreement to be printed on non judicial stamp paper of Rs 100/- and signed. Same
should be part of the response document.
2.11 Evaluation and Selection
A committee will evaluate proposals against the mandatory criteria as detailed herein. Proposals meeting all the
mandatory criteria will then be assessed and scored against the evaluation criteria. Company’s decision on
evaluation shall be final and binding on all the bidders. Bidders who qualify the evaluation criteria will be
empanelled for services. Commercial bids will be asked from the qualifying bidders post technical evaluation.
Any deviations from the skill set / experience / prerequisites/ requirements and/or the terms and conditions of
the Tender Document shall be submitted explicitly along with convincing reasons in the format attached (refer
Clause 5.1). Company will not provide any justification in case it rejects the deviation and Company reserves
all rights to reject or accept any deviation.
In case the Bidder intends to notify any grievance or concerns pertaining to the fairness of the complete process including but not limiting to bid submission or selection of Service Provider then the Bidder may send an e-mail at whistleblower@canarahsbclife giving requisite details for seeking any clarification.
2.12 Liability for Errors
While Company has used considerable efforts to ensure an accurate representation of all the details as is
required for the proposed services, the information contained in this RFP is supplied only as a guideline for
Bidders. The information is not guaranteed or warranted accurate by Company, nor is it necessarily
comprehensive or exhaustive.. In the event Company finds that the objectives of the intended outsourcing is
better achieved by processes/procedures other than those mentioned in this document, Company shall have the
right irrespective of the fact whether it has already received proposals from intending bidders or not, to effect
such changes and enter into negotiations with one or more Bidders at its sole discretion for such
changed/modified processes.
2.13 Acceptance of Terms
All the terms and conditions of this RFP shall be deemed to be accepted by the Bidder and incorporated in its
proposal unless specifically notified otherwise.
2.14 Ownership of Proposals
All documentation, including proposals, submitted to Company will become the property of Company.
2.15 Use of Request for Proposal
This document or any portion thereof, is the property of Company and may not be used or copied for any
purpose other than the submission of the Bidder’s proposal.
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2.16 RFP Schedule
Company advertises RFP on its website 30-Nov-17
All inquiries/clarifications regarding RFP 07-Dec-17
Pre-Bid Meeting 11-Dec-17 (11 AM )
Bidders’ deadline for submitting responses to RFP 15-Dec-17
Presentation by shortlisted vendor 22-Dec-17
Company informs final selection to bidders TBD
Transition should be completed within 3 weeks of time including availability of all resource (PRI,
Links and Server/Desktop, licenses, software, Dialler) etc provisioning and training
2.17 Delay in performance of the obligations by the Bidder
The short listed Bidder(s) must strictly adhere to the schedule, specified in the agreement to be executed
between the Company and the Bidder(s) for performance of the obligations arising out of the agreement and any
delay will enable Company to resort to any or both of the following:
i. Time and date stipulated for completion of work is the essence of the contract.
ii. If any part of the contract is not satisfactorily remedied within reasonable time, Company may proceed to do the work at Bidder’s risk and expenses without prejudice to any other contractual
rights, which Company may have against Bidder in respect of any such non performance.
3.0 Proposal Preparation
This section defines the proposal preparation and submission procedures, which are to be followed by all
Bidders. Bidders are cautioned to carefully read and follow the procedures required by this RFP. Please note
that deviations may be cause for rejection of your proposal.
3.1 Proposal Format
The Bid (attached formats) duly sealed and super scribed “RFP Response – Outbound Calling , Renewal and
other document Collections” for Company should be addressed to Shaikh Qutubuddin , Canara HSBC
Oriental Bank of Commerce Life Insurance Company Limited, 2nd Floor, Orchid Business Park, Sector-
48, Sohna Road, Gurgaon - 122018, Haryana (INDIA).
Please note that the Technical and Commercial bid has to be in separate sealed envelopes duly marked as
Technical Bid and Commercial Bid respectively. Company is not responsible for non-receipt of quotations by
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the specified date and time due to any reason including holidays. All questions / clarifications should be
communicated only on email id ashish.vadhera @canarahsbclife.in, [email protected]
marking copy to [email protected], & [email protected]. Proposals received
after the stipulated time of the Due date or incomplete in any respect are liable to be rejected. As part of the Bid
documents, the Bidder shall provide among other details, the following information and shall also adhere to the
instructions mentioned below:
a) Bidder’s name and address, Bidder’s telephone number, email address and a contact person.
b) One page letter of introduction identifying the Bidder and signed by the person or persons authorised to sign and bind the Bidder to statements made in the proposal. The returned RFP will be referenced as an
attachment if/when a contractual agreement is executed. This document has to be uploaded and mapped
with this corresponding schedule.
c) Please follow the format of this RFP, placing answers in the text box immediately after sections requiring responses. Please do not enter any information into any part of this document other than the boxes
provided. The boxes will expand to accommodate responses of any length.
d) NO CHANGES TO THE LINES, FORMAT OR STRUCTURE OF ANY SPREADSHEETS IS PERMITTED. CHANGING THE SPREADSHEETS IN ANY WAY, OTHER THAN INSERTING THE
REQUIRED INFORMATION, SHALL BE CONSIDERED CAUSE FOR YOUR COMPANY’S
DISQUALIFICATION FROM FURTHER ANALYSIS AND PARTICIPATION IN THE RFP PROCESS.
e) Any additional information, brochures, etc., can be provided at the discretion of the Bidder and should be clearly labelled and uploaded.
f) Bidders are requested to submit the draft agreement copy along with the RFP response.
3.2 Notification of Changes
All recipients of this RFP will be notified of any changes if any made to this document prior to the due date of
submission of proposals.
3.3 Changes to Proposed Wording
The Bidder will not be permitted to change the wording of its proposal after submission to Company. No words
or comments will be added to the general conditions or detailed specifications unless requested by Company for
the purposes of clarification.
3.4 Bidder’s Expenses
Bidders are solely responsible for their own expenses in preparing and submitting a proposal to Company, if
any.
3.5 Completeness of Proposal
By submission of a proposal, the Bidder warrants that all components required to manage the program have
mailto:amaresh.jena%[email protected]:[email protected]:[email protected]
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been identified in the proposal or will be provided by the Company at no charge.
3.6 Sub Contracting
The services offered to be undertaken in response to this RFP shall be undertaken to be provided by the Bidder
directly employing their employees, and there shall be no sub-contracting done by the Bidder.
4.0 Scope
Detailed scope shall be as per Annexure-I.
4.1 Business Continuity:
The Service provider shall mandatorily have a Business Continuity strategy in place.
The same will be taken into consideration as part of the Technical Evaluation.
4.2 Information Security:
Information security requirements shall be put in place by the service provider to ensure protection of
confidential information of the Company and its policyholders from intentional / inadvertent disclosures to
the unauthorized persons.
The Service Provider shall provide details of their Information Security and the same will taken into
consideration as part of the Technical Evaluation.
The Service Provider shall be required to comply with information security directives/changes issued by the
Company from time to time.
4.3 Fraud:
The Service Provider shall provide details of their Anti-Fraud controls and the same will taken into
consideration as part of the Technical Evaluation.
4.4 Criteria
The purpose of this section is for Bidders to provide information to demonstrate to Company that its services
offering satisfy Company’s requirements.
The bidder should also demonstrate that it has the financial and organizational infrastructure to fulfil the
fundamental requirements set out in this RFP. Bidders not meeting them or not demonstrating that they do meet
them may not receive further consideration during the evaluation process.
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4.5 Minimum Eligibility Criteria
Bidder is expected to provide response specifically to minimum eligibility criteria‟s and support the same with necessary documentation, wherever applicable.
a) Bidder should be a Company incorporated under the Companies Act. 1956. b) Bidders must have a valid GST Number & PF Establishment Code issued by the PF Commissioner and
other applicable licenses and certificates.
c) The Bidder must have experience of satisfactorily running outbound Call centre(s) operations in India. d) The Bidder must have a minimum net worth of INR 10 Crores, unless it is a scheduled commercial bank
or a post office.
e) The Bidder should have at least 150 employees in India for call centre operations. f) The Bidder must be successfully providing call centre services in Indian regional languages besides
Hindi and English.
g) The Bidder must have current experience of running renewal collection processes of at least two Life Insurance Companies.
h) The bidder should not have been blacklisted by Central / State Governments or PSUs and should not be in the currency of any punitive measures against itself on the date of opening the tender.
i) Consortium way of bidding and subcontracting will not be entertained. j) Bidder must meet the eligibility condition prescribed under IRDAI guidelines on outsourcing of
services which will be subject to due diligence exercise by the Company.
k) In case any bidder fails to meet the Company’s Anti Money Laundering (AML) check, bid will automatically stand rejected and no further evaluation will be carried out against the same.
l) Bidder shall provide its contingency plans, including a plan for disaster recovery and periodic testing of backup facilities.
m) Bidder shall not solicit life insurance on behalf of the Company. n) Bidder should have their own Feet on Street network or should have a strong tie up(s) for rendering such
services.
o) The Bidder should have an electronic work flow for distribution, monitoring and control of work and real-time MIS reporting capability.
The Bidding organizations must comply with the above mentioned criteria. Non compliance of any of the
criteria will entail summary rejection of the offer.
Wherever applicable photocopies of relevant documents / certificates must be submitted as proof in support of
the claims made for each of the above mentioned criteria. Company reserves the right to verify / evaluate the
claims made by the Bidding Organizations independently.
4.6 Pricing Model
The prices have to be submitted in sealed envelopes as per the format given in Annexure III.
5.0 Intent
Please find attached the detail scope of activities proposed to be outsourced, as per Company’s current
understanding of the processes.
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5.1 Deviation Sheet
Deviations from Technical Specifications and Terms and Conditions of the Tender
Sl
No
RFP Document Clause Technical
Specification or Terms
and Condition in the
RFP document
Deviation
offered
Reasons and whether
deviation adds to the
operational efficiency
in case of the systems
1
2
3
4
5
6
7
8
9
10
Note:
Deviations from any of the terms and conditions of the tender document should be specified
If any deviations from the technical specifications are warranted, reasons for such variations should be specified
and if such deviations/ variations add to improvement of the overall performance of the systems, those should
be specifically mentioned and supported by relevant technical documentation as specified above.
5.2 Compliance
If there is any deviation reported in managing IT Software & Hardware inventory, 100% software or hardware
cost would be charge from the monthly payment.
5.3 Contract
The Contract / Agreement to be signed with the selected bidder(s) shall be as per the format of the Company.
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Annexure-I
Scope of Services
Content Table of Scope of Services
S.No Description of Services
A.1
Outbound Validation Calling including VC Now and Welcome Calling / Closure of
customer queries on the call
A.2
Outbound calling of Rejected SI-NACH Mandates and collection of SI-Nach Mandates
/ Supporting Documents
A.3
Adhoc Calling related to Customer Servicing i.e. Unclaimed, Undelivered Policy
Document , Customer Feedback , Requirement Resolution etc.
A.4
Outbound Tele-calling activities for Renewal Calling / Closure of customer queries on
the call
A.5 Engagement Calling ( Few Months before the due date)
A.6 Administrative Support to customers buying online products
A.7 Collection and Skip Tracing services supported by FOS (Fleet on Street)
A.8 Renewal Communication Grid
A.9 Input Management
A.10 Conversion of Non Contactable through campaigns such as skip tracing
A.11 Manage the 13th month and 5th Year collection targets
A.12 Resource
A.13 Forecasted Volumes (Policy Wise): Engagement Calling and Renewal Collections
A.14 Mandates and Important Inputs
B Mandatory Inputs
B.I Quality
B.II Training
B.III Recruitment Methodology
B.IV Performance Review Mechanism
B.V Technology
B.VI Overall Solutions Agreement
B.VII Regulatory and Compliance
B.VIII Network and Hardware Requirements
B.IX Information Security Requirements
B.X Infra & Support Requirements
B.XI Business Continuity Related Requirements
B.XII Analytics
B.XIII Reporting Mechanism
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A.1 Outbound Validation Calling including VC Now and Welcome Calling / Closure of customer queries on
the call
Company makes outbound calls to all customers who have applied for insurance, to validate the information provided
in the proposal form. Policy terms, conditions, benefits, tax rules, illustration details are also reiterated to the
customer. Any query raised by the customer need to be addressed on the call. Vendor needs to carry out this activity
independently. Calling script will be provided by the company and tele-callers will have to follow the script while
delivering the call. Customer’s response needs to be captured in system and correct disposition selected to close call.
Proposal will move to issuance only post Validation Calling and hence establishing contact with customers and
closing call successfully is extremely important.
Primary objectives of the Validation Calling Process are:
Verification of customer contact details and obtain additional contact details
Reiterate the salient features and benefits of the product opted for
Inform customer about his rights
Curbing future complaints
Ensure that customer confirmation on his/her health status is obtained over a recorded line which will help us process disputes and/or claims more efficiently in the future
Validation Calling Attempts and TAT
Minimum 6 calling attempts should be made in 3 calendar days i.e. T+3 (T = Date of proposal
receipting). Minimum 2 attempts can be made on each day in different timeslots for ensuring
timely closure
Calling attempts to be made on 100% of the cases
During month ends and peak volumes, increased attempts to be made to facilitate closure and
maximise conversion
Non Contractibility
In case customer is not contactable, efforts have to be made to establish contactibility by procuring alternate
contact details / preferred time of calling through coordination with Company personnel. Details of Non
contactable cases need to be shared on a daily basis to create visibility. Evidence will be required for efforts
made on non contactable cases.
Concern Cases
Customer may disagree with the information (including health status) provided on the proposal / products
features. Such cases need to be tagged as Sales/Medical Concerns. However, appropriate rebuttal needs to be
provided prior to tagging the case as concern. Details of concern cases need to be shared on a daily basis to
create visibility. Also coordination with Company personnel for closure of the same
VC Now
For applications that are received digitally, option for completing validation calling immediately post
submission of application is available to the customer. All such cases need to be attempted within 30 minutes
of receiving confirmation from company. Script will be provided by the company.
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Scope
1. 1st Call attempts to be made within 30 minutes of intimation from Company 2. First attempt to be made within 30 minutes and subsequent two attempts to be made on the same day3.
In case of non contactibility, normal process of Validation Calling will apply
Welcome Calls (Overview)
Company makes outbound calls to customers who were not contactable during Validation Call post delivery of policy
document, and validate the information provided in the proposal form. Policy terms, conditions, benefits, tax rules,
illustration details along with Free look clause is reiterated to the customer. Any query raised by the customer need
to be addressed on the call. Vendor needs to carry out this activity independently. Calling script will be provided by
the company and tele-callers will have to follow the script while delivering the call. Customer’s response needs to be
captured in system and correct disposition selected to close call. Minimum 5 attempts to be made spread across 5
working days. Customer’s response needs to be captured in system and correct disposition selected to close call.
The company may from time to time share data with vendor for contacting customers and informing them about any
services, issues etc; for eg: for unclaimed cheques, collection of mandatory documents etc. The vendor is expected to
contact the vendor and share details with the company.
Similar process and SLAs to be followed as Reject mandate collection.
A.2 Outbound calling of Rejected SI-NACH Mandates and collection of SI-Nach Mandates / Supporting
Documents
Reject Mandate Calling & Collection (Overview)
SI/ECS/NACH mandates given by customers may have got rejected due to incorrect/ incomplete information.
Vendor will be required to call the customer, inform him on the rejection , take appointment and collect the fresh
NACH mandates.
Calling & Collection of Reject Mandate
MIS to be shared by Company
Customers need to be called and informed about the rejection of the SI/ECS/NACH mandate submitted by him
with reason
Requirement of fresh mandate along with supporting documents to be informed and appointment made for
collection of mandates
FOS to collect the mandate from the customer
Scrutiny to be done by the Vendor for completeness and correctness of the mandate collected
Mandates to be dispatched to company
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Attempts & Collection
Multiple attempts to be made to maximize the collection
Appropriate disposition and customer behavior to be captured
The MIS needs to be shared with the company on a daily basis
100% quality to be maintained for reject mandate collection.
A.3 Adhoc Calling related to Customer Servicing i.e. Unclaimed, Undelivered Policy Document , Customer
Feedback , Requirement Resolution etc.
The company may from time to time share data with vendor for contacting customers on Unclaimed money,
Undelivered Policy Documents or , collection of mandatory documents etc. The vendor is expected to contact the
customer and share details with the company.
A.4 Outbound Tele-calling activities for Renewal Calling / Closure of customer queries on the call
Renewal Collection Calling (Overview)
The Company uses several communication channels to remind its policyholders to continue their life insurance
policies in order to continuously improve policy renewal premium collections and Customer retention. The current
channels of communication are reminder call, SMS, e-mail and physical letter delivery. The Company aspires to achieve and sustain one of the highest retention rates across the industry. At the same time the
Company wants to achieve service excellence on these modes of communication by getting into a relationship with a
strong Vendor. Following are the services to be provided by the Vendor:
Renewal Collection Calling Process
The Company uses several communication channels to remind its policyholders to continue their life insurance
policies in order to continuously improve policy renewal premium collections and Customer retention. The current
channels of communication are reminder voice call, SMS, e-mail, VOICE BLASTER (in all regional languages) and
physical letter delivery.
Following set of services will be provided by the Service Provider for effective renewal collection process.
A.4.1) Outbound Tele-calling activities / Closure of customer queries on the call
For any given month, policies are segmented into three buckets (Due, Grace, and Lapse) for the purpose of renewal
payment collection based upon their proximity to renewal premium due date. Following are these categories:
Due – All the policies lying due for renewal in the current month
Grace – All the policies which were due in previous month but not yet renewed
Lapse – All the policies due in the month prior to previous month but not yet renewed
A typical reminder call for premium collection includes the below scenarios.
A 4.2) Where the customer has received the billing notice
If the customer confirms receipt, then remind him/her to pay the premium by due date. Educate the customer about
various modes and methods of payment. Appropriate probing on every call is mandatory in order to gauge true
customer behavior. In case customer opts for payment through cheque, offer a free cheque pick up from customer’s
office/residence. Even if customer’ address doesn’t fall under serviceable area of FOS, still need to offer cheque
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pickup services which needs to forward to field sales team.
Explain him/her of various modes and methods of payment of premium in detail.
If the customer declines the collection offer, following is to be done:
Politely ascertain an indicative date of premium collection. Rigorous follow-up needs to be done with customer on
that date by creating a robust mechanism
Inform the customer to take advantage of the cheque collection services if he/she decides to make payment through
cheque at a later point. Maintain follow-up date tracker
A 4.3) Where the customer reports non-receipt of billing notice
An enquiry to verify the customer’s address in the Company’s records. An assurance of a duplicate billing notice (if
requested by the customer). If the customer requests for a duplicate billing notice, forward the request to the
Company. Need to maintain a separate tracker for future reference and improvement in services (if needed). This
tracker along with analysis needs to forward to Company for regular basis.
An offer to convey the billing notice information on the call. Need to create a mechanism (by creating and
maintaining daily tracker) so that informative analysis could be made for future reference and improvement in
services as well. Educate the customer about various modes and methods of payment.
In case customer opts for payment by cheque, offer a free cheque pick up from customer’s office/residence
as per the procedure mentioned in A (1.1) above.
A 4.4) Where the premium is not received on or before the due date
A polite enquiry to check whether any premium payment was made by the customer with all necessary details like
mode, date etc. If customer comments that he/she is yet to pay then extend an offer for free cheque pick up from
Customer’s office/residence as per the procedure mentioned in A (1.1) above.
If customer comments that he/she has paid earlier, politely ask for details like mode of payment, cheque number etc.
Need to put that under strong Promise to Pay (Promise to Pay) and separate strategy needs to adhere for the rigorous
follow-up for timely closure. Need to speak to concerned Sales SPOCs for end to end follow-up.
Ascertain if customer has any unanswered query/unresolved issue which is stopping him/her from making the
payment. Sincere probing has to be done on such cases to gauge customer behavior or reason for not making
payment. Try to resolve his/her issues and convince him/her to make payment.
If resolving the issue requires Company’s intervention, assure the customer that his/her issues will be resolved soon.
Update the call status accordingly in policy level feedback report so that it gets escalated to the Company. Tracker
needs to be maintained and shared on daily basis with Company so that customer’s concerned could be addressed
timely .
Call back the customer, if required, on receiving Company’s response. Call Back has to be made in order to provide
excellent customer services which in turn help in generating renewals. Ensure timely Call backs and Follow up on the
policies as and when required. Automated reports to be generated for follow up dates and action taken on that date.
Escalation process to be maintained in case of missed follow-ups and cheque pickup
A.5 Engagement Calling ( Few Months before the due date)
Reach out to specific customers to engage, reiterate product benefits and strengthen relationship.
Atleast 1 successful engagement interaction (might require multiple calls) required on the assigned base at a policy level.
Anticipate service issues and complaints. Engage internally and with the distributor to resolve these issues
and confirm back to the customer.
Ensure data enrichment through seeking alternate contact details such as contact numbers, email, address
etc.
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Offer Standing Instructions facility
Educate on payment options
Gauge contactability and enhance it by obtaining latest contact details of customers to ensure straight up
contact at renewal stage. On obtaining the latest contact details, update the same in their records and forward
the same to the Company forthwith.
Carry out Customer Survey to seek their feedback on various CHOICe propositions / services.
Service Issues
Any grievance or Service/Sourcing issues will be acknowledged and highlighted to the concerned teams.
Follow up with the concerned Persistency SPOC for actions taken and resolutions given.
Follow up call to the customer regarding the resolution provided on his issues.
Creating awareness about Standing Instructions and its benefits with registration
The Business Partner to maintain the above data to be used at the time of renewal calling.
The scope of engagement would change from time to time basis company requirements.
A.6) Administrative Support to customers enabling them for buying our products online Providing pre-sales operation support to customers and facilitating requirement completion at pre issuance stage.
A.7) Collection and Skip Tracing services supported by FOS (Fleet on Street)
If the customer requests for cheque pick up/ NACH mandate pick up, then ascertain the preferred address, date and
time and coordinate the collection on the desired date. Call needs to be made to customer before a visit .
Issue the acknowledgement receipt (as per the format prescribed by the Company) on receiving cheque.
Acknowledgement receipt reconciliation needs to be done on regular basis and shared with Company on monthly
basis. FOS to have good coverage overall in the country( Ideal Expectation of 90% of the due base) including
presence in Urban, Semi-urban and Rural areas. No acknowledgement need to be given for NACH mandate
collection.
Banking of all cheques and providing details of cheque/ Demand draft along with Policy numbers to the Company.
Any discrepant case needs to be highlighted to Company on immediate basis.
Fleet on Street (FOS) to reach customer’s home/office address to physically locate the customer( Skip Tracing).
FOS has to carry a Reminder/ Lapse Letter (RPN) incase goes for Skip Tracing for renewal collection.
If the customer is traced, collect his/her contact details along with address proof and update the Company. FOS needs
to collect address change request from customer along with self attested copy of adders proof, incase customer wishes
to change his address. Also FOS should ask customer to update his/ her other contact details like mobile, landline
number, email id etc for data enrichment.
A.8) Renewal Communication Grid The bidder to propose and provide a complete contact strategy around the solution A.9) Input Management: Bidder should ensure the below inputs are managed and provide the required MI on daily and weekly basis.
Validation Calling:
Minimum 6 attempts to be made for all cases spread across over 3 days in different time slots
Minimum 2 attempts to be made per day
Verification of customers should be 100%
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Contactability should be 97%
Successful Closure should be 95%
Capturing correct disposition with data enrichment and other information provided by customer on the
call.
Calling should be done on all contact details in system to attain contactability
Quality Parameter to be followed
Welcome Calling
Minimum total attempts to all customers is 5calls over 5days in different time slots
Minimum 5 attempts to be made for all cases spread across over 5 days in different time slots
Minimum 1 attempts to be made per day
Verification of customers should be 100%
Contactability should be 75%
Successful Closure should be 60%
Capturing correct disposition with data enrichment and other information provided by customer on the
call.
Calling should be done on all numbers in system to attain contactability
Quality Parameter to be followed
Reject Mandate Collection
Call needs to be made to the customers whose mandates have been rejected due to incorrect/incomplete
details.
Explain reason for rejection and inform documents to be re-submitted for registration
Align FOS for collection
Capturing correct disposition with data enrichment and other information provided by customer on the
call.
Calling should be done on all numbers in system to attain contactability
Defined quality pparameter to be followed
Data enrichment to be done where ever possible
Pre-due: ( Calling 30 prior to due date)
Minimum number of attempts on non contacted base has to be 3 for the contacted policies the call should
flow according to the call disposition
Contactabilty should be 90%
Should not be any uncalled base.
Calling Bucket should be T-30 to T-2 ( T being the Due date)
Capturing correct call and behavior feedback with required data enrichments.
Number of contacts at different dates and time. Calling on all numbers in system to attain contractibility.
Quality Parameters to be followed.
*Established Contacts refers to the number of times we were able to speak to the customer.
Due Month
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Minimum number of attempts on non contatcted base has to be 7for the contacted policies the call
should flow according to the call disposition
Bucket related to Non SI with SI Bounce Assignment.
Contactabilty should be 90%
SI Bounce calling should be maximum by T+1 ( T being the date of bounce assignment)
Capturing correct call and behavior feedback with required data enrichments.
Number of contacts at different dates and time. Calling on all numbers in system to attain contactability.
Quality Parameters to be followed.
Calling should be done to the Sales team and bank branches to ensure collections and renewals.
Grace:
Minimum number of attempts on non contacted base has to be 10 for the contacted policies the call
should flow according to the call disposition
Contactabilty should be 90%
Should not be any uncalled base.
SI Bounce calling should be maximum by T+1 ( T being the date of bounce assignment)
Capturing correct call and behavior feedback with required data enrichments.
Number of contacts at different dates and time. Calling on all numbers in system to attain contactability.
Quality Parameters to be followed.
Established Contacts refers to the number of times we were able to speak to the customer.
Calling should be done to the Sales team and bank branches to ensure collections and renewals.
Lapse:
Minimum number of attempts on non contacted base has to be 8 for the contacted policies the call
should flow according to the call disposition
Contactabilty should be 90%
Should not be any uncalled base.
Capturing correct call and behavior feedback with required data enrichments.
Number of contacts at different dates and time. Calling on all numbers in system to attain contactability.
Quality Parameters to be followed.
Established Contacts refers to the number of times we were able to speak to the customer.
Calling should be done to the Sales team and bank branches to ensure collections and renewals.
Timeliness/Accuracy of Reports:
Portal access to be given to the Company for extracting reports/data
Preconfigured dashboards to be made available at portal
Regular reports in defined format to be delivered
All reports to be timely delivered at 100% accuracy
Reporting of calling productivity, call backs, follow ups and conversions etc. to be readily available.
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Minimum Head Count and Staffing:
Bidder to maintain mandatory number of head count ( Decided Between the Bidder and Company) for
the process and ensure that Hiring/Training and movement/changes happens with Company consent
FOS Management:
FOS to cover of more than 90% of renewal base. FOS contract with business partner should include skip
tracing and document collection.
Company can any time ask the Bidder to collect the policy other than the base assigned
Timely collection of instruments along with completely filled receipts to the customer
FOS reporting to happen on hand basis, customer feedback and same to be shared with Company.
Follow up on FOS cases and customer feedback capturing to be happened on religiously without fail.
Regular training to FOS team regarding third part instrument collection and other cheque collection
related queries
Daily/Weekly and Monthly reconciliation on the FOS process with hygiene details of pick ups ,
remittance slip usage, reasons of non-payment, delay in submission etc.
Tracing non-contactable / Customers :
Contactabilty should be 90%
Skip tracing to be done for Customer base of RTO, NACH mandate and renewal collection.
High contactability (More than 95%) is expected on 13th month persistency bucket
Skip Tracing desk to be installed. Post this physical skip taking to be done through FOS on field
Minimum of 7 attempts of all available numbers) have to be made on each and every available customer
number on different time zones along with different days.
A separate preview/ manual campaigns for NC need to run on daily basis.
Calling to be done though different CLI including mobile and Landline number
Skip Tracing desk to be also installed for non-contactable RTO base. Post this physical skip taking to be
done through FOS on field
Minimum of 7 attempts of all available numbers) have to be made on each and every available customer
number on different time zones along with different days.
Calling to be done though different CLI including mobile and Landline number
Updating contact details of contactable customers ( Data enrichment):
Customer Verification and Enrichment wherever required for all outbound calls (Validation, Welcome,
Renewal, RTO, NACH mandate Adhoc etc): 100%
Running other strategic campaigns:
The organization is free to start any additional strategic campaign as per requirement and the bidder is expected
to expected to keep a separate set of head count over and above the agreed head account which can be used on a
short notice for adhoc activities ( 5 to 7 in count).
Parameters around the same to be decided once the campaign is initiated
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Calling Productivity Expectations:
SLA- Scope Targets Definitions
TOS - Time on System 8 hrs To be calculated as total login hours - not ready
(break time)
Production Hours 200 Current calculation is based on 25 working days*8
hrs (TOS).
AHT - Average Call Handling
Time for Renewal Collection 3 mins
Avg. handling time for calls made before due date.
This is calculated as - total wrap time + total talk
time + total wrap active time + total hold time (all
only of connects)/total number of connects
Idle Time 10% Time when system is on 'idle' state
Minimum No. of Contactable
Proposals per day by agent for
Renewal Services
80 No. of unique proposals on which an agent will
speak in a day to the customers
Quality for Renewal Services 85% Target for internal & external quality scores to be
atleast 85%
AHT - Average Call Handling
Time for Validation and
Welcome
10 mins
This is calculated as - total wrap time + total talk
time + total wrap active time + total hold time (all
only of connects)/total number of connects
Minimum of Closure for
Validation/VC now per agent
per day
90%
Percentage unique proposals (vis-à-vis total
allotment) on which an agent will close in a day to
the customers
Minimum Daily Attempts per
unique numbers per customer
for ValidationCall/ VC now
2
Minimum 2 attempts per day in different time slots
to contact each customer. In case the customer has
multiple policies all details can be verified in a
single call provided customer agrees. Script to be
followed adhered to.
Minimum Daily Attempts per
unique numbers per customer
for Welcome Call
1
Minimum 5 attempts to be made in different days
and calling to be completed by T+5 (T being the
file received date)
Minimum of Closure Welcome
Calls per agent per day 60%
Percentage unique proposals (vis-à-vis total
allotment) on which an agent will close in a day to
the customers
Quality Score for Reject
mandate/Adhoc collection &
RTO
100%
Percentage unique proposals (vis-à-vis total
allotment) on which an agent will close in a month
to the reject base/RTO base
Quality Score for
Validation/Welcome Call per
agent per month
98% Percentage unique proposals (vis-à-vis total sample
reviewed)
Dialer Strategy and Analytics on the assigned base for calling and process refinement.
Timely follow ups and touch base with customers as required
Regular highlighting of issues and Permanent NC base declared post defined attempts to the Company.
Ensuring the customer issues/requirements are properly followed up on and resolved
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Regular Data Cleaning and Scrubbing
Regular Churning and penetrations of data
Increased focus on 1st year(13th month persistency) & 5th year due policies
Improvised focus on any strategic campaign.
Accurate and Mandatory Capturing of customer feedback, dispositions and behavior
Positive Pipe line and SLA tracking with daily, weekly and monthly dashboards.
Daily update on FOS and its MIS.
Usage of all three Predictive, Preview and manual calling as per company requirements.
No base to be left uncalled and daily reconciliation around the same
Daily , Weekly and Monthly dashboards around the key services and call center productivity.
Attempts and dispositions to be accurate
Follow up with the Sales and Branch to facilitate renewal.
Automated reports to be generated for follow up dates and action taken on that date.
Escalation process to be maintained in case of missed follow-ups and cheque pickup
Ensure data enrichment through seeking alternate contact details such as contact numbers, email,
address etc.
Offer Standing Instructions facility
Educate on payment options
Gauge Contactability and Enhance it by obtaining latest contact details of customers to ensure straight
up contact at renewal stage. On obtaining the latest contact details, update the same in their records and
forward the same to the Company forthwith.
Alternate contact details will be captured during the call such as contact numbers, email id, address etc.
Vendor to maintain a calling or customer feedback tracker/detail tracker regarding the calls done in
past/history log for a specific policy and the same to appear on screen for the agent incase a call is being
done.
Calling to be done though different CLI including mobile and Landline number
The above requirements of process can be revised basis business requirements.
The Company would time and again launch rewards and recognition campaigns/programs which would
be funded by the company.
Broad Level Expectations from the bidder:-
100% Attempts in Welcome, Validation, Renewal Calling , Reject Mandate, Adhoc, No attempt breach
for Welcome, Validation, Renewal Calling , Reject Mandate, Adhoc
60% closure for Welcome Call, 95% for Validation,
98% Quality score for Welcome, Validation, 100% for Reject mandate collection/Adhoc
100% Data Enrichment for Welcome, Validation, Reject mandate/Adhoc collection wherever possible
1st Year (13th month) collection target: This is sourcing channel wise and aligned with company targets
every six months
Overall collection target: This is sourcing channel wise and aligned with company targets every six
months
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A.10) Conversion of NC (Non contactable) through campaigns such as skip tracing
If the Customer is non contactable, following set of actions needs to be taken.
Attempt to reach out customer through alternate contacts. Clear distinction has to be made by the vendor basis
disposition analysis and trend regarding customers who are Permanent NC during a specific due month. At-least
10 effective attempts on each and every available contact number needs to be made on different time zones
along with different days in Due and Grace period and for RTO and Reject mandate collection base.
Dashboards /reports to be made available for reviewing the same.
In case the Customer is still not reachable, forward the case to the Company so that the Company provides the
necessary details with best of its efforts.
Skip tracing to be an integral part of NC conversion. Vendor to use FOS (Fleet on Street) or any other agency to
Skip-trace the NC customer. Effective strategy needs to be made order to cater different geographical regions.
Tracker needs to be maintained and informative analysis needs to be shared with Company.
A.11). Manage the 13th month & 5th
year collection targets:
Service Provider will conduct special campaigns to manage calling on 13th
Month and FRYP bucket to improve
overall 13th
Month Persistency of the Company. Emphasis needs to be given especially on the non-
contactability. Special focus on PTP and Strong PTP cases. Various trending basis customer’s behavior
dispositions, Channel wise, payment method wise and region wise.
A.12). Resources to be provided by Service Provider
Resources to be Provided by Service Provider
1 Assistant Manager Operations: Insurance Background.
1 Assistant Manager - Quality and Training
2 TL – Operations
Agents/Callers – 32 ( Should be able to ramp up with 2 months notices)
Please Note: The vendor is expected to keep a separate set of head count over and above the current head account which can be used on a short notice for adhoc activities ( 5 to 7 in count).
A.13). Forecasted Volumes (Policy Wise): Validation, Welcome, , Reject Mandate Collection, Renewal
Collections
Validation Calling
Total expected proposal volume 211644
Welcome Calling
Total expected Volume
(dependent on Successful VC) 10582
Reject Mandate Collection
Total expected volumes 20000
Renewal Calling
Policy due of 2018- Segmented 90000
*Please Note: There could be a variation in the volumes for approximately 10% to 15 % during the year and
Year on Year and there shall be no minimum volume commitment
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A.14 MANDATE & IMPORTANT INPUTS/REQUIREMENTS:
B.I. Mandatory Inputs
To successfully set up and assist Outbound Calling for Validation Calls, Welcome Calls, , SI-Nach Reject Mandate, Renewal Calling & Collection Services and Adhoc calling to help attain the above
objectives and meet the long term Company’s vision.
The Bidder shall run the Outbound Calling for Validation Calls, Welcome Calls, , SI-Nach Reject Mandate, Renewal Calling & Collection Services and Adhoc calling for three years with required number of CSAs and required number of managerial/supervisory/technical staff mutually agreed with
the Company.
The Company will form a committee comprising of its own staff for monitoring the working of Outbound Calling for Validation Calls, Welcome Calls, , SI-Nach Reject Mandate, Renewal Calling &
Collection Services and Adhoc calling operations and would analyze the advice given by the selected
Bidder for executing various decisions in the implementation of the same. The decision of The
Company would be final.
The Bidder will provide the complete infrastructure for running the Outbound Calling Validation Calls,
Welcome Calls, , SI-Nach Reject Mandate, Renewal Calling & Collection Services and Adhoc calling
process including network, manpower, PCs, Network devices, Telephone equipments, cabling etc,
maintenance of equipments, subscriptions to software licenses, antivirus, ATS, MIS & Reporting
portal/tools etc.
Operating days and hours: 6 days of a week, 9 hours a day. The timings of various shifts will be
implemented with the approval of the Company.
Location: The Company requires the vendor’s DR location to be outside NCR (National Capital Region) on a different Seismic zone, while the primary service delivery location should be in any major city of India. It can be in any A or B city of a state.
Processes and procedures: The Company reserves the right to approve the process and procedure which will be followed at vendor site. However the bidder is free to express the best possible proposals process.
Multilingual Capability: Apart from Hindi & English language, the Company seeks a comprehensive agent mixture of regional languages including Kannada, Telugu, Tamil, Malayalam. Language
campaigns to be religious followed and correct regions to fall to language expert
Calling to be done basis customer feedback, follow-up, call back etc to be done religiously with failure
Company has the flexibility of adding or restricting the base as and when required.
The Company would time and again launch rewards and recognition campaigns which would be funded by the company.
All customer's number should be dialed with equal attempts
Disposition trend to be managed day wise and daily/weekly/monthly reports to be published for best disposition, latest dispositions and contactable / Non-contactable
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"A case to be declared as NC, incase multiple attempts (all available numbers have been made on each and every available customer numbers on different time zones along with different days, however we are unable to contact"
All available numbers to be uploaded on dialer
Incorrect/ wrong numbers/language barrier not to be called repeatedly until communicated by the Company team
Calling to be done though different CLI including mobile and Landline number
Preview/ Predicted/ Manual campaigns to be run as directed Company
Ensure Timely Call Backs and follow ups as and when required on each policy assigned.
Dialer strategy to be implemented post all the above mentioned and any deviation to be highlighted and proved there and then
Regular concall with Company staff
Monthly and Quarterly review at Company HO with business HO
No assigned policy to be left uncalled until intimation from Company.
Regular training and quality monitoring for all the agents and supervisors.
Daily calling and productivity details such as Daily head count, complete calling productivity ( campaign, AHT, Wrap up etc. ), pipe line to be maintained MOM repository
Any other activity as informed by Company DR model would remain as per the Company requirement.
The bidder has to get back on the head count required for the desired services and justifications/hygiene level details around the same.
Transition should be completed within 3 weeks of time including availability of all resource (PRI,
Links and Server/Desktop, licenses, software, Dialer) etc provisioning and training.
B.I. Quality
Agent quality in terms of training, skill should be at par with Industry standards. Fluency in languages plays an
essential part. The bidder must obtain approval towards movement of existing or on boarding of any new agent
from the Company before the agent get on board with the process.
Following set of parameters are expected from Quality team.
Quality Expectations
Validation, Welcome, , Reject Mandate, Adhoc Calling Quality Scores should be =>98%
Minimum of 7% of the calls to be listened by both Quality executives for Validation and
Welcome Calls
All kind of calling dispositions to be covered under this 10% calls the above call base
Renewal Calling Quality Scores should be >85%
Reject Mandate, Adhoc Collection Quality score should be 100%
Minimum of 7% of the contactable calls to be listened by both Quality executives for Renewal
Calls
All kind of calling dispositions to be covered under this 7% calls
Quality team to share "Good Calls" and "WOW" calls regularly
Weekly call calibration session with Company quality team
Call Repository to be maintained
Zero compliance error , fatal error below 2% and 1% respectively for Validation and Renewal
Calling
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B.II. Training
The Company will provide all the necessary training during the transition level and will continue the same in
case there is a major change in process, launch of new products etc. However, the Bidder should have an
internal training mechanism to train the new resources or existing resources in case of day to day minor changes
in the process as agreed with the Company. Every new agent is expected to undergo induction training
conducted by the Bidder for a minimum period of 14 working days. Subsequent refresher/recertification
trainings will be conducted by the Company under intimation to the Bidder.
Training Expectations
Training of products, processes and systems for 5 days followed by an assessment
Refresher training to be done once in every month
Soft skills and communication training to happen every month
Retention rebuttal training to happen every month
Monthly Quiz activity to be happen
Calibrated Mock calls for agents certification and re-certification by Company trainer
Regular call listening session to be done on weekly basis. Inputs to be shared with Company
Train the Trainer program to be conducted once in every month
B. III. Recruitment methodology and documents
Overall attrition rate, domestic business Attrition rate and the Company dedicated process attrition rate.
B.IV. Performance review
Monthly staff list with names of New Agents, Resignees, Father’s name, DOB, DOJ, Gender, PF A/c no., ESI A/c no. and ESI card, copy of their appointment letter and employee card issued by you, copy
of background verification reports, and duly signed code of conduct of all staff working on Company’s
process.
Copy of Monthly Pay Register of staff deputed to the Company.
Copy of Monthly PF compliance - Form 5, 10, 12A and monthly challan.
Copy of Form 3A and 6A by highlighting the name of staff provided to the Company. Copy of Monthly PF and ESI Challans along with list of staff for whom the contribution has been made (list must
highlight the names of the staff provided to undertake Company’s work).
Copy of Half yearly and Annual ESI returns.
Copy of payment of Bonus as per the provisions in the Payment of Bonus Act.
Copy of Payment of Professional Tax and Labour Welfare Fund (where applicable).
A quarterly undertaking from vendor confirming compliance to all applicable labour laws.
Any other information which may be required by the Company from time to time.
B.V Technology
The Company will extend the Contact Center Solution and required applications (basis Company’s internal
approvals) with limited access to the Vendor location.
Network connectivity & equipment between the Company & the Bidder's site will be monitored and configured
by the Company.
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The Company will provide basic application support training to the Bidder IT Engineers. Selected Bidder will
need to provide their IT infrastructure design and architecture.
B.VI Overall Solutions Agreement
The Bidder will provide the connectivity (based on no. of agents) with redundancy to the Company Gurgaon
and /or Hyderabad, to access the applications and voice setup. One time & recurring charges will be borne by
the Bidder. The connectivity site will be mutually agreed basis the response at the later stage.
Bidder has to provision for 4 port GSM PRI gateway along with the 04 nos. of GSM SIM’s.The one time and
recurring charges for this gateway and GSM SIM's has to be borne by vendor.
The Company will extend the PRI Gateway (Hardware) at Bidder location. Required no. of PRIs will be
procured, installed & managed by the Bidder (based on no. of agents) and PRIs recurring charges will be borne
by the Bidder.
Bidder shall provide dedicated LAN or VLAN for end user desktop, which will not be accessible from other
network segments for other business purpose.
B.VII Regulatory and Compliance
Bidder’s location should be registered as OSP with DOT. Copy to be attached while submitting response to the
tender. All the applicable Laws, Rules, Regulations, Guidelines issued by DOT, TRAI in this regard has to
be complied by the Bidder.
B.VIII Network and Hardware Requirements (All outbound calls) Bidder shall provide a dedicated server for Telephony Communication, end user desktops, USB Headsets and network & firewall requirement as per below mentioned configuration: Network Requirements
- Structured LAN Cabling. - Based on no. of agents, the Bidder shall provide the Cisco Switches at their end to build dedicated
LAN/ VLAN environment.
- Cisco Router 2821 with minimum three Ethernet routing interfaces and Crypto/Ipsec supported IOS.
- Cisco managed switches with 10/100/1000 Mb ports for network equipments & server setup IP Pool will be used assigned by the Company. - Adequate environment for Server & Network Equipments in Data Center with uptime greater
than 99.99%.Provisioning of point to point network connectivity with the Company Gurgaon and/or
Hyderabad basis on number of users.
- Provisioning of Required number of PRI lines basis on number of users. - Provisioning of 04 Port GSM PRI Gateway and 04 nos os SIM’s.
Firewall Requirements
Bidder shall provide firewall at his end for secure communication to the Company
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network.
Server and Software Requirements
Model HP Proliant DL 380 e G8
2 hex core processors with a minimum of 2.66 GHz, 4 MB Cache, 2.7GHz
Cores per Socket 6
Bus-NA
Hard Drive – 600 GBX6 nos.HDD
Memory - 16 GB RAM/667 MHz expandable up to 24 GB
Drive Controller/disk - SCSI
CD-ROM and/or DVD
NIC - Four 10/100/1000 MB
RAID 10
Windows Server 2008, Standard Edition R2 SP1
Red hat Enterprise Linux 5 (64 Bit)Windows
Windows server 2008 license - 1
VMware license – 1
Desktop and software requirements
Win 7 Professional 64 bit
Intel core i5 - 4570S CPU @ 2.90GHz
Memory: 8 GB DDR3
Hard disk - minimum 500 GB @ 7200 RPM
Integrated HD Audio
Minimum 2 USB Port
Installed DirectX v 9.0 & above
Color Monitor with 18.5 inch TFT / Mouse /Keyboard
Functional 10/100/1000 Mbps network interface card configured for dynamic IP
Appropriate & fully functional McAfee latest version with regular updates
IE 9.0 & above
VLC , Flash Player, Lotus 8.5.3 / Outlook or above. ( Lotus preferred)
MS- Office Standard
Win Zip 12.0
Adobe Reader 8.1.2 or 9.0
USB/CD ROM should be disabled
Rename Local System Administrator & Disable all other admin ID's
Add the user in the local machine as a restricted user.
Guest A/c disable
Services needs to be disable: Messaging, Themes, Firewall, Smart Card, Telnet.
USB Headsets for PC based IP soft phones (Plantronics DA 60 or DA 40 or DSP) as per no. of agents.
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B.IX. Information Security & fraud risk related Requirements
The Service Provider shall ensure following controls from a Security & Fraud perspective are complied with all
times. In case the engagement involves a sub contracted vendor the control requirements shall continue to apply
on the sub contracted entity and shall be documented in its contract with the sub contracted entity.
Requirement
The service Provider should have an Information Security Management System (ISMS) certified
against the ISO 27001 standard requirements and includes the data center and locations where
Company's operations shall be carried from
CCTV's must be installed at critical areas like entry, exit and places where company's information is
processed/ stored are stored. Recording of the same should be retained for at least 30 days
The premises of the service provider should be guarded 24/7
Any information security breach/ business interruption incident or instance of fraud shall be reported
to designate company staff within 2 hours of the incident occurring time.
The company or other regulatory bodies that govern the company reserves the right to audit (surprise
as well as planned) operational processes and information security controls implemented at the Service
provider to ensure compliance with Service Providers information security policy and controls and
other controls as mandated as a part of this agreement
Physical and logical access rights should be revoked for the employees on last working day
Service provider should have a Patch management process in place and patching should be done on
periodic intervals
AV solution should be installed on all endpoint devices and signature database should be updated on
periodic interval
Data communication between the service provider and company should be encrypted
Outbound email should be permitted to whitelisted domain as agreed with the company and
attachment size shall be restricted to 2MB for all service provider staff having access to company's
information
Access to internet should be filtered to service provider staff working on company's information
Following password policy should be enforced on all desktops/ PC's- - Password history - 5
- Maximum password age - 30 days
- Minimum password age - 0 days
- Password length - 8 characters and containing atleast one alpha numeric and one special character
- Lockout duration - 9999 mins
- Lockout after 5 invalid logon attempts
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Remote access on systems/ endpoints containing company information should be disabled or should
be controlled using BYOD solutions
Service Provider should not retain Company/ Custome