Single Tender Providing Call Centre Services for Managing BPCL … · 2016. 12. 23. · Page 2 of...

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Providing Call Centre Services for Managing BPCL SmartLine

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.

http://www.bharatpetroleum.in/

https://bpcl.eproc.in/

mailto:[email protected]


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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

(Written – only English

& Spoken – All supported

languages for which CCA is

selected)

To be jointly designed by the bidder and BPCL using the

Computer enabled system for testing the

written and spoken communication skills

of the CCA.

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

The bidder also need to conduct similar Language

proficiency test for translation from non-

English language to

English language for all the selected

CCAs.

Scores to be available in real time to

BPCL through system enabled process.

Criteria V Computer Typing Test All CCAs must have a minimum typing speed of 28 wpm in english language. Only 3 attempts be given for the agents to

give the test and average scores to be calculated.

Criteria VI Final Interview BPCL will play a major role in ensuring only qualified

CCAs are appointed by the bidder for BPCL call center services.

10. Training

The bidder has to provide mandatory soft-skills (including 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 and soft-skills trainers for training CCA for

BPCL process.

BPCL will provide the 1

time training to the 1

st 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

Location/Space

Call center services are to be provided from a single physical location

and in a single hall/room Facility Usage

Dedicated Wor k Stations are to be provided as the scope involves

24*7 operations.

Training Rooms and

Equipment

Availability o f Training Rooms with capacity of not more than

30 participants per batch along with all required connectivity facility

should be available.

Video Conferencing

Proper conference room with 24X7 video conferencing facility

available at the contact center.

Power back‐up

UPS with Automated Generator Back‐up for Uninterrupted

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.

Definition

This is measured as Total down time minutes / Total minutes in a month.

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%

Data Capture

System availability should be captured by the IT systems at the Call

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

Objective To ensure that not less than 90% of calls requesting to speak with an agent are attended to within 30 seconds

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Definition This is measured as the waiting time in Automatic Call Distributor (ACD) queue after pressing prescribed digit to talk to the agent but before being answered by the agent.

Data Capture

This will be captured from the time the customer has keyed the relevant

number in the IVR option menu, for speaking to an agent.


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

Objective

To ensure that all inbound interactions are tagged correctly in BPCL CRM so that it reaches the right person within BPCL

Definition This is measured on the basis of BPCL CRM reports on incorrect tagging of

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.



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

Objective

To ensure that all inbound interactions are captured in BPCL CRM with correct grammar and sentences so as to have better understanding of customer’s concern or issues

Definition This is measured on the basis of random checks by of individual customer

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


Service Level

S. No. Number of incorrect input of inbound interactions Penalty

1 More than 3 instances but less than 5 instances per agent

per month

1 % of monthly billed value

2 More than 5 instances per agent per month 3 % of monthly billed value

17.6. Call Abandonment Rate (At agent level)

Page 18 of 22


Objective

To ensure that not more than 3% of calls requesting for an agent go unattended.

Definition

This is measured as: Number of calls abandoned on ACD/Number of calls which reached ACD

Data Capture

The number of calls requesting for agents and the number of calls which are answered by the agents, both, would need to be captured



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

Objective To measure the quality of calls being handled by the agents and ensure 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

Data Capture

A composite score calculated on the basis of

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


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

Page 19 of 22


Definition This is measured by tracking the total number of agents

which are present at the Call center on each day


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.

Page 20 of 22


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) Rules, 1972

Mandatory

5 Maternity Benefit Act, 1961 Mandatory

Page 21 of 22


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, 1959

Mandatory

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 issued by the Department of Telecommunication, Govt. of India in favour of the Bidder.

Mandatory

Page 22 of 22


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.

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