Request for Proposal for Provision of Call Center Services for eKhata Citizen HelpDesk

The bidder should undertake to have the Call Centre completely functional in 7 days time (a separate undertaking on the same to be provided by the authorized signatory)

The bidder should have experience of handling at least 3state government (Karnataka) projects and one Government projects should be with minimum of 20 seats in the last 3 years and at present should be handling at least one Call Centre at present for any Government or a Government Agency

The bidder should not be involved in any litigation that may have an impact of affecting or compromising the delivery of services as required under this contract.

The bidder should not be blacklisted/terminated by any Government organization/ agency for unsatisfactory past performance, corrupt, fraudulent or any other unethical business practices

The bidder should have an office in India with manpower of at least 300 permanent staff (certificate from authorized signatory or the human resource manager)

The bidder should undertake to setup the required office terminals, software and hardware etc., required for the functioning of the Call Centre and shall run the Call Centre services with customized CRM and IVRS (an undertaking on the same to be provided by the authorized signatory). If and when GBA gives its own CRM and other software and ask the same to be used then the Bid Winner shall use the same as per details given by GBA

All criteria documents as per tender document.

The Bidder should have had an average annual turnover of at least Rs.10.00 crore over the last 3 financial years from Call Centre Operations (documentary evidence: audited financial statements or a certificate from Chartered Accountant)