INBOUND CAMPAIGN

We are based in Bihar, India and we are inviting qualified and experienced service providers (From India Only) to submit their expression of interest for Set up and Operation of Inbound Help Desk.

Scope of Work:

1) Service Provider will have to operate a toll-free helpline from 9 am to 6 pm from Monday to Saturday of every week and will also have adequate provisions for power back-up/power supply for uninterrupted operation.
2) During the time when the helpline is not being manned, a recorded message will inform the caller about the timing of the helpline. Service Provider will have to make available a computerized call centre with 5 dedicated seats. There will be adequate no. of dedicated / exclusive telephone lines of which there will be sufficient no. of lines with two way provision.
3) The call centre executives shall have basic computer literacy and should be able to handle the queries in English, Hindi, Bhojpuri or Maithili.
4) Service Provider shall be responsible for setting up and maintenance of software / equipment / hardware at the helpline/call center, initially the proposed system should have the capacity to handle 1000 calls per day with a provision of increasing the capacity in future if so required.
5) Service Provider shall make adequate provision for scaling up the required supporting infrastructure i.e. space, manpower, hardware, software, equipments for addressing future operational needs arising out of increase in call traffic.
6) Service Provider will prepare a comprehensive list of frequently asked questions (FAQs) in consultation with our relevant officials.
7) Based on FAQs, Service Provider shall develop software based Knowledge Management System from where the Call Centre executives shall retrieve the information on being called by a citizen.
8) Service Provider shall also be responsible for undertaking a communication campaign to increase the awareness among citizens through banners/ holdings at various service points/ traffic points/ bus shelters/ bus exteriors; leaflets enclosed with various certificates such as Registration/ permits/ licenses at the time of their handover to citizens etc.
9) Service Provider shall also establish a mechanism for monitoring of the helpline system to find out the quality of performance of the system and the level of satisfaction of the users of the helpline. To facilitate this, at the end of interaction with the call centre executives the caller will be automatically directed to an IVRS (Interactive Voice Response system) where the caller would be asked enter his level of satisfaction with the answers provided to his queries and which will get recorded in the system.

We are looking for Best Proposals.

All the queries may be addressed to the concerned person.

Last date and time for submission of responses is May 12, 2010 by 17:00 Hrs.

If interested mail me to samula2000@gmail.com

Debt Management Campaign

OUTBOUND PROCESS

Type of work : Lead Generation
Sign Up : Direct Client
Payment : Directly from Client
Payment Cycle : Weekly, Every Wednesday
No. of Seats : 10 -15

Need to do :

a) Need to call UK
b) Ask the customers a pre decided questions
c) Make sure the customer fits the requirement criteria. If so, transfer the customer to UK agent
d) Payment is 32GBP per transfer

If interested mail me to samula2000@gmail.com

Inbound and Outbond call centre campaign - Govt. Contract

Looking for experienced service provider for our requirement of Inbound and Outbound Call Center Services.

[A] Notice Type: Quote the best

[B] Budget: Looking for Proposals

[C] Scope of Service:

(1) Service Provider will have to provide Call Center services for the calls which could originate from any part of the country - India

(2) Call Center must be operative on 24/7 basis.

(3) The call center operations (Includes telecom network, call center setup, agents, services etc.) shall have a minimum service uptime of 99.5 %.

(4) Volumes:

(a) Inbound Calls: An expected call per day initially is 2500 calls; however Service Provider should be able to handle higher volume in future.

(b) Outbound Calls: To start with, on receipt of one incoming call, minimum 3 outbound calls are to be made by the agent.

(c) No. of shifts: 3 shifts (8 hour/shift)(d) No. of Seats: Initially, it should be started with a capacity of 50 Seats.Note: The number of seats/languages could be periodically reviewed for scale down/enhanced if need be upto 25 %.

(5) All the agents must know English and Hindi to answer calls. Service Provider will also have to deploy 30 seats to entertain calls in other languages i.e. for minimum of 10 Indian regional languages @ 3 seats per language, as calls could originate from any of the country.

(6) Call Center shall have IVRS with support for more local languages wherever so required.

(7) The Call Recordings for both Inbound and Outbound to be stored for 90 days.

(8) The information including the query asked and the answer given shall be recorded in a database and shall be used for the purpose of preparing MIS reports.

(9) Agents will also be required to take follow up action. They are also expected to send SMS and Email to our officers.

experienced service provider for our requirement of Inbound and Outbound Call Center Services.

[D] Work Performance:Performance of the work will be Offsite; Service provider needs to perform work in their own office premises. Work must be performed within the boundaries of India.

[E] Eligibility: (India Only)

Interested Vendors are requested to submit proposals on or before May 6, 2010 via post, courier or hand delivery only. Cost of document is 5000 INR. EMD (Refundable) is required of 175000 INR.

Cost to Apply: 32.99$

BPO industry eyes faster sales growth this year

The business process outsourcing sector (BPO) expects sales to grow by a quarter to this year as the industry rides the wave of a general economic recovery. In 2008, sales went up by 24 percent.Meanwhile, the head of the Commission on Information and Communication Technology (CICT), said the industry should prepare for an expected pickup in business this year."What we need to do is to maintain our supply of talent and focus on infrastructure. We expect the BPO industry to grow more as our markets emerge from the recession," CICT chief expect voice[-based] outsourcing to continue to grow, but also see faster growth in nonvoice outsourcing, which is gaining ground. The need to build competitiveness as more countries enter the global outsourcing market. The Philippines is estimated to have a 15 percent market share, according to Everest Research Institute. Economic planners classify BPO under "business services," which contribute about 2.1 percent to total economic output.

Recovery began in the second half of 2009 from the slowdown that started in the last part of 2008 and continued into the first half of 2009. Companies started aggressively hiring in the second half in anticipation of a full-blown recovery. The BPO segments that saw sales grow last year were: call centers, up by 22 percent knowledge process outsourcing, 35 percent, transcription, 3 percent to $186 million; and game development, which grew by half to $4.5 million.Segments whose sales dipped or stagnated were: information technology (IT) services, down by 5.5 percent. Information technology outsourcing faced hard times because in times of crisis, information technology is the first to be cut. But it is also the first to be placed back. The call center segment accounted for the bulk of industry jobs at 280,000 last year.The entire industry generated 70,000 more jobs last year, against an industry forecast of 100,000 in February last year.

UK firms prefer Indian Market to offshore

UK firms that offshore their IT functions are increasingly favouring Indian suppliers, a new national study has found. According to independent sourcing advisory firm EquaTerra, Indian IT services firms such as Wipro and TCS are steadily increasing their profile and popularity among UK IT decision makers.EquaTerras Outsourcing Service Provider Performance Study 2007 polled highranking executives at 110 of the UKs top IT spending organisations and evaluated GBP 34bn worth of UK contracts.

The study found that all UK firms that offshore all or part of their IT function now use India as one of their offshoring locations, and plan to continue using this strategy. Indian firms are also leading the way in quality, with four out of the top five service providers ranked in client satisfaction located on the subcontinent.

Phil Morris, managing director of EquaTerra Europe, said, Business people are making the decision to outsource to India because they cant find the same resources in the UK. Indian firms such as Wipro and TCS are achieving real satisfaction in providing skills, flexibility and quality of work and the globalisation of services will require larger, more global suppliers such as Accenture, IBM and HP to reposition their overall delivery models and structures in order to keep pace with newer market entrants.

The report also revealed that offshoring is becoming more popular. Some 57 per cent of firms polled had utilised near or offshoring within the last twelve months, compared to 47 per cent last year.

BPO deal for eTelecare

eTelecare Global Solutions Inc. has signed an agreement to provide inbound sales services to one of the worlds largest software providers.The business process outsourcing BPO solutions company said it was able to clinch the deal because of its good track record and wide range of services.

Part of eTelecares appeal to this client is our ability to deliver a range of BPO services that go well beyong inbound or outbound sales services. In particular, our ability to provide technical support in addition to our longstanding voice and nonvoice sales and backoffice capabilities was clearly a factor in our winning the business, eTelecare president and CEO John Harris said.eTelecare anticipates that the contract will later be expanded to include technical support services. It did not disclose further details.

The company has maintained a revenue target of between USD300 million and USD310 million for 2008.

For the first six months of the year, eTelecare posted an unaudited profit of USD2.5 million, down 78 percent from USD11.2 million last year. Revenue was positive, climbing 20 percent to USD148.6 million from USD123.5 million.

TeleTech signs BPO contract

TeleTech Holdings, Inc one of the largest and most geographically diverse global providers of business process outsourcing BPO solutions announced that a leading healthcare provider has selected TeleTech to support its open enrollment program for Medicare Part D coverage for the fourth year in a row. The client, a Fortune 100 provider, first began working with TeleTech in 2005 and the business has continued to grow since that time. Under the terms of the new agreement, TeleTech will provide support to Medicare Part D beneficiaries.The program will help beneficiaries navigate the complex plans and guidelines in the federal program that subsidizes the costs of prescription drugs for Medicare recipients.We have been working with major healthcare providers to implement support for a variety of healthcare compliance and enrollment issues since 2005, said Kenneth Tuchman, chairman and chief executive officer of TeleTech. We are excited that this longtime client has asked us to continue to provide support to its consumer base for complex Medicare Part D coverage.TeleTech, a leader in serving the healthcare industry, brings together advanced technologies and human capital to deliver superior return on investment to clients through highvalue, innovative solutions. TeleTech assists clients with agility and growth by transforming their infrastructure and business processes to optimize existing assets, lower costs, and provide new revenue streams.

TeleTech is one of the largest and most geographically diverse global providers of business process outsourcing solutions. They have a 26year history of designing, implementing, and managing critical business processes for Global 1000 companies to help them improve their customers experience, expand their strategic capabilities, and increase their operating efficiencies.By delivering a highquality customer experience through the effective integration of customerfacing frontoffice processes with internal backoffice processes, they help their clients to better serve, grow, and retain their customer base.TeleTech use Six Sigmabased quality methods continually to design, implement, and enhance the business processes they deliver to the clients and also apply this methodology to own internal operations. Also have developed deep domain expertise and support approximately 250 business process outsourcing programs serving 100 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries.Their integrated global solutions are provided by more than 50,000 employees utilizing 39,000 workstations across 89 delivery centers in 17 countries.