RFP for Setting up of a call center as a Helpline for the Social

·       Create a socio-technical model for taking plastic waste management from informal to formal economy

·       Establish Material Recovery Centers for sustained practices in waste management

·       Institutionalize Swachhta Kendras within governance framework structures and improved socio-economic conditions of waste pickers.

·       Develop technology-supported knowledge management

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Scope of Tender: 

The Service Provider shall be responsible for setting up this call center as a Helpline (in Delhi NCR Region) for the Social entitlements & Schemes in India for Safai Sathis:

Human Resources: 10 Agents login mainly for outbound calls and minimal inbound call (Hindi, Bengali, Punjabi, Gujarati, Telegu, Kannada and Marathi) in a day from 10am to 7pm, 6 days a week, 1 Team Lead (in any given point in time), IT Lead, IT Team, Quality analysis team, M&E & reporting officer, Project Manager/Supervisor, etc.

1.       Auto Dialler: Auto dialler for smooth call functioning. Dialer to be provided by the vendor.   

2.       Customer relationship management (CRM): Cloud-based CRM portal with customized reports, dashboard etc. Ticket can be generated for every grievance & query and can be tracked by the end user/ Admin. It should have the capacity to be integrated with other software as and when required. CRM should have smart feature pertaining to the assignment.

3.       Real time dashboard: All reports on CRM should be real time and there should be interactive dashboard. 

4.       Logins: 2 Logins on CRM (Over and above proposed agent logins)

5.       Training: Frequent training (minimum 3 times a year, more can be done if required) on CRM to the National, State, district and other field teams/stakeholders.

6.       Report sharing: Daily Reports sharing of the helpline operation & performance in UNDP’s prescribed format.

7.       IVRS: Multiple IVRS to be integrated as per the requirement of information flow

8.       Call Quality: All calls must be recorded and random call listening and feedback by quality team to the agents.

9.       Call Recording– Call recording of level 1 agents (sitting at call center)

10.   IT Infrastructure: PCs, Laptop Servers, LAN, Data Centre.

11.   Telecom Infrastructure: IVRS, Inbound and Outbound calls and Call routing  as suggested by UNDP.

12.   Physical Infrastructure: Seating space, furniture, refreshment place, training rooms, Board room for meeting, Electricity, Water, Bathroom etc

13.   Provide resources for Helpline of grievance and query management system.

14.   Provide resources for IT maintenance for CRM

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