Engaging an agency for Providing Call Center services.

The tenderer should have a minimum of 3 years experience in Call Centre/Help Line Management.

The bidder should be a registered company under registrar of companies. The certificate of incorporation and memorandum of association shall be submitted in proof

The bidder should have not been blacklisted by any Government / reputed organizations

The Agency should have provided at least 50 professionals to one or more Departments / Undertakings / Corporations of State or Central Government or Reputed Organizations for at least three financial years and should have rendered services satisfactorily. (Documentary proof in the form of certificate issued by the Department / Organization / Undertaking / Corporation for satisfactory services rendered shall be scanned and uploaded along with service agreements, work orders etc. BMTC will verify the documents with the concerned wherever necessary).

The agencies should submit an undertaking to open an office in Bangalore on successful selection in the tender

The agency shall upload the copies of the following documents-Certification of Incorporation under Companies Act 1956, Certificate of Registration under the Employees State Insurance Act ESI-Previous half yearly and yearly statements/returns submitted to ESI authorities for each employee. Provident Fund Registration Certificate issued by the Regional Provident Fund Commissioner-Previous statement of yearly returns submitted to PF authorities for each employee. Service Tax Registration Certificate, Registration Certificate with Labour Department, Certificate of Registration under Professions Tax Act, Copy of the PAN card of the agency, Any other registrations required as per the existing laws relating to providing manpower services, Agencies whose contracts have been terminated/foreclosed by the employer during the last 3 years due to non-fulfilment of contractual obligations/non-compliance of statutory obligations are not eligible to bid. The agency should clearly specify and submit an undertaking in writing separately stating that they do not fall under this category, The agency should provide personnel with regional language (Kannada) proficiency, The personnel should be under the establishment rolls of the agency itself and the leaves, payment of salaries should be regulated by agency itself. Prior approval of leave shall be obtained from BMTC, The personnel provided by the agency shall not have any right to claim appointment in BMTC.

The Agency must be profit making company for last three years and have minimum average turnover of One crores for last three years 2021-2022, 2022-23 and 2023-24 from providing Helpline Services. They need to submit duly supported Audited Statement of Accounts i.e. Profit and Loss Account, Balance Sheets, service tax assessment returns for the last three years (2021-2022, 2022-23 and 2023-24). The agency should submit audited statement of accounts in original, duly attested by the Chartered Accountant along with the pre-qualification offer. In case, the Agency submits Xerox copies of the audited statement of accounts, the same should be re-attested by a Chartered Accountant. (Documents like self-certification of turnover, certified income statement prepared for filing IT, etc will not be considered.