Request for Proposal For Outsourcing, Establishment and

1

Request for Proposal For Outsourcing, Establishment and Management Of CALL CENTRE At Bhopal With Disaster recovery centre in different seismic zone (Preferably at Bengaluru)

Bank of India Customer Excellence (Alternate Delivery Channels) Department 6th Floor, Star House – 2, C-4, G-Block, Bandra Kurla Complex, Bandra (East), Mumbai-400051

2 Sr.No. 1 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 1.10 1.11 1.12 1.13 1.14 2.0 2.1 2.2 2.2.1 2.2.2 2.3 2.3.1 2.3.2 2.3.3 2.3.4 2.3.5 2.3.6 2.3.7 2.3.8 2.4 2.4.1 2.4.2 2.4.3 2.4.4 2.4.5 2.4.6 2.4.7 2.4.8 2.4.9 2.4.10

Table of Contents INTRODUCTION Information Provided Respondent Confidentiality Questions & Clarifications Disclaimer Cost Borne by Respondents No Legal Relationship Respondent Obligation to Inform Itself Evaluation of Offers Contractual Commitment Code of Conduct Errors & Omissions Acceptance of Terms Abbreviations PROJECT SCOPE-About us and Service requirements Bank of India-the Public Sector Bank Scope of Call Centre functions Scope of functions and coverage Overall Call View: Suggested Call Flow Model of Bank of India Call Centre Call Centre Infrastructure Specific use by the Respondent only Real Estate People Bank’s staff members in managerial positions Contact Centre Timings & Holiday Languages Seat Capacity & Scalability Service Requirements Number of Agents Manpower Profile Training Staff Retention programme Assessment & Remedial Action Quality Management Industrial relations and discipline Remuneration to employees of Respondent Insurance Coverage Compliance to labour laws

Page no. 5 5 5 6 6 7 7 7 7 7 7 7 8 8 8 9 9 9 9 13 13 14 15 15 16 16 16 16 16 17 17 18 18 19 19 19 19 20 20 20

3 2.5 2.5.1 2.5.2 2.5.3 2.5.3.1 2.5.3.2 2.5.3.3 2.5.3.4 2.5.3.5 2.5.3.6 2.5.3.7 2.5.3.8 2.5.3.9 2.5.3.10 2.5.3.11 3 3.1 3.2 3.2.1 3.3 3.4 3.5 3.6 3.7 3..8 4 4.1 4.2 4.3 4.4 5 5.1 5.2 5.3 5.4 5.4.1 5.4.2 5.4.3 5.5 5.6 5.7

Parameters for Service Level Agreements & compliance SLA Parameters Penalties and Rewards Definitions and details of SLA parameters Call Answer Call Abandonment Rate First Call Resolution Rate Average Handling Time Occupancy Utilization Fatal Error Customer Satisfaction Short recital of Service Requirements ( indicative) Liquidated damages Set-off Other Requirements Governance and Management Management Information System -Report Re MIS Reports Project Go-Live & Scale-up Period of Service No outsourcing by vendor Termination of relationship Performance guarantee and security deposit Continuity of Business ELIGIBILITY CRITERIA Eligibility Submission of particulars Evaluation Rights reserved by the Bank EVALUATION CRITERIA. Evaluation criteria Stage A -Evaluation of Eligibility Stage B -Technical Evaluation Stage C - Commercial Evaluation Cost per FTE & Cost Per Call Annual Escalation Procedure for Commercial evaluation Process Time frame Opening of “A-Business proposal” and “B-Technical proposal” Notification

20 20 21 23 23 23 24 24 25 25 26 26 27 28 28 28 28 28 28 29 29 29 29 29 30 30 30 31 31 31 31 31 32 32 33 33 35 37 37 37 37

4 5.8 6 6.1 6.2 6.2.1 6.2.1.1 6.2.1.2 6.2.1.3 6.2.2 6.2.3 6.2.4 6.2.4.1 6.2.4.2 6.2.5 6.2.6 6.2.7 7 7.1 7.2 7.3 7.4 7.5 7.6 7.7 7.8 7.9 7.10 7.11 7.12

Disqualification SUBMISSION & ACCEPTANCE OF RESPONSES Only One Submission Permitted Technical Proposal Stage A – Business Proposal Earnest Money Deposit Application Money Documents to be submitted for “A”-Business Proposal Stage B – Technical Proposal Stage C -Commercial Proposal Lodgement of Response to RFP Address for submission of Responses to RFP Response to RFP Closing Date & Time Registration of Response to RFPs. Late Response to RFP Polic Response to RFP Validity Period MISCELLANEOUS. Indemnity Cancellation of contract and compensation Non- disclosure Audit Force Majeure Publicity Amendments Assignment Severability Captions and headings Applicable law and jurisdictions of court Resolution of Disputes and Arbitration clause Pre-bid meeting Response to RFP/EOI Annexure –A-1 Business Proposal

38 38 38 38 38 38 39 39 40 40 41 41 41 41 42 42 42 42 42 43 44 44 44 45 45 45 45 45 45 46 47

Particulars required for assessing eligibility Annexure A-II List of Clients –Banks Annexure – III Service Provider profile Annexure B-1 Technical Proposal Compliance certificate–Annexure B-III Establishment of Call Centre Commercial Proposal –Annexure C-1 Template for Stage–A – Evaluation of Eligibility Annexure D Template for “Stage – B Technical Evaluation” Annexure -E

48 51 52 69 70 71 72

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INTRODUCTION

At Bank of India after moving to the Core banking Solutions platform, it was imperative that we raise the level of service delivery through futuristic channels and simultaneously educating the customer to take an informed decision in financial matters. In this regard a small start was made by setting up a call centre in 2006 for enhancing the level of customer service. This was further improved upon under a professionally managed Totally Outsourced model of call centre set up at two locations one at Mahape and the other at Bhopal. After extending its customer service through this call centre from both locations, Bank now proposes to provide improved services to its customers through a Hybrid model, from a professionally run call centre from two locations/sites. This call centre should be Hybrid model setup in premises provided by the Respondents. The Bank shall arrange to setup all required Telecom and Data connectivity with the DOT/Data centre of Bank and also provide IVR and CRM as required for operation of a call centre. This call centre will be operated from such premises as provided by the Respondents. The Vendor shall be required to arrange for the necessary infrastructure other than the ones mentioned above given by the Bank, for running of the call centre including Resources (Agents/Team Leaders/Trainers/quality Managers etc.) and attend to the day to day operations of the Call centre. This Request for Proposal document (“RFP”) has been prepared solely to enable Bank of India (“BOI” or “Bank”) in the selection of suitable organisation for operations and management of Bank’s Call Centre. The selected “Respondent” must be able to commit adequate resources necessary and as required by the Bank. This RFP document is not a recommendation, offer or invitation to enter into a contract, agreement or other arrangement in respect of the Call Centre services. The provisions of the Call Centre services are subject to appropriate documentation (Contract) being agreed /executed between “Bank of India “(BOI) and the Respondent for the purpose. The Vendor shall arrange to provide the necessary licenses and clearances, certifications from the Authorities concerned like TRAI, DOT etc.

1.1 Information Provided This RFP document contains statements derived from information that is believed to be reliable on the date obtained but does not purport to provide all of the information that may be necessary or desirable to enable an intending Respondent to determine whether or not to enter into a contract or arrangement with “Bank of India” in relation to the provision of Call Centre services. Neither Bank of India nor any of its employees, agents, contractors, or advisers gives any representation or warranty, express or implied, as to the accuracy or completeness of any information or statement given or made in this RFP document.

1.2 Respondent The RFP document is intended solely for the information of the party to whom it is issued (“the Respondent”) and no other person or organisation.

6 1.3 Confidentiality The RFP document is confidential and is not to be reproduced, transmitted, or made available by the Respondent to any other party. The RFP document is provided to the Respondent on the basis of the undertaking of confidentiality given by the Respondent to Bank of India. Bank of India reserves the right to update or revise the RFP document or any part of it prior to opening of responses by the Respondents. Bank shall provide the revised RFP document, if any, to all the short-listed Respondents of RFP, through appropriate mode of communication in writing including by way of E-mail. Bank may also consider providing additional time to submit the responses to RFP. The Bank acknowledges that any such revised or amended document is received subject to the same terms and conditions as this original and subject to the same confidentiality undertaking.

1.4 Questions & Clarifications The Respondent will not disclose or discuss the contents of the RFP document with any officer, employee, consultant, director, agent, or any other person associated or affiliated in any way with Bank of India or any of its customers, suppliers, or agents without the prior written consent of Bank of India, except to the extent provided herein below in this RFP document. Respondents are required to direct all communications related to RFP, including notification of late Response submission to the Nominated Point of Contact / person- i.e Shri Romesh Mirakhur, Assistant General Manager, Customer Excellence (Alternate Delivery Channels) Department Head office, Bank of India, Star house - 2, 6th floor, C-4 G- block, Bandra Kurla Complex, Bandra East Mumbai-400051. Tel No.61319453, Mobile no.9769910799, email [email protected] Treatment of RFP Response –Deviation: Any deviation/requirements other than what is stated in the RFP shall be discussed in the pre-bid meeting and if necessary appropriate addendum/amendment to the RFP shall be put in place by the bank, as deemed fit. Any deviation/requirement or precondition other than allowed by the Bank and stated in the RFP including addendum/amendment, to that extent be invalid. The successful bidder cannot define and limit the Scope of Work mentioned in the RFP including addendum/amendment. If it is necessary to sign the Scope of Work document with successful bidder such scope of work document shall be an exact replica of the Scope of Work stated in the RFP including addendum/amendment. If any deviation is noticed thereafter then RFP Scope of Work mentioned in the RFP including addendum/amendment will be final. All questions relating to the RFP, technical or otherwise, must be in writing only to the above Nominated Point of Contact. The Bank will answer all communication initiated by Respondents as per the time frame mentioned in Clause No. 5.5 “Process Time Frame”. However, the Bank may in its absolute discretion seek additional information or material from any Respondent after the Time frame for submission of Response to RFP. Respondents should provide details of their email address(es). Responses to any query raised through Nominated Point of Contact / person, will only be provided to the Respondent via email. If the Bank in its absolute discretion deems that the originator of the question will gain an advantage by a response to a question, then the Bank reserves the right to communicate such response to all Respondents.

7 Bank of India may in its absolute discretion engage in discussion or negotiation with any Respondent (or simultaneously with more than one Respondent) after the Response closes to improve or clarify any response.

1.5 Disclaimer Subject to any law to the contrary, and to the maximum extent permitted by law, Bank of India and its officers, employees, contractors, agents, and advisers disclaim all liability from any loss or damage (whether foreseeable or not) suffered by any person acting on or refraining from acting because of any information including forecasts, statements, estimates, or projections contained in this RFP document or conduct ancillary to it whether or not the loss or damage arises in connection with any negligence, omission, default, lack of care or misrepresentation on the part of Bank of India or any of its officers, employees, contractors, agents or advisers

1.6 Cost Borne by Respondents All costs and expenses incurred by Respondents in any way associated with the development, preparation, and submission of responses, including but not limited to attendance at meetings, discussions, demonstrations, etc. and providing any additional information required by Bank of India, will be borne entirely and exclusively by the Respondents.

1.7 No Legal Relationship No binding legal relationship shall exist between any of the Respondents and Bank of India until execution of a contractual agreement.

1.8 Respondent Obligation to Inform Itself The Respondent must conduct its own investigation and analysis regarding information contained in the RFP document and the meaning and impact of that information.

1.9 Evaluation of Offers Each Respondent acknowledges and accepts that Bank of India may in its absolute discretion apply whatever criteria it deems appropriate in the selection of Respondent to submit a response including, but not limited to, those selection criteria set out in this RFP document. Bank has no obligation to make public the detailed results, of the RFP evaluations, the reasons for selection of Respondent, reasons why a specified Respondent was not selected, or the name of the final Respondent.

1.10 Contractual Commitment Should the Respondent be an Award Respondent, the contents of its Response to RFP, including any material submitted in the Response to RFP, may by mutual consent be incorporated by reference or integrated as obligations in the formal Service contract and / or Service Level Agreement (SLA), to be drafted by Bank of India.

1.11 Code of Conduct It is the objective of Bank of India to obtain the best services possible by giving fair and impartial consideration to all Respondents invited to accept RFP for submitting Response to RFP. Every potential Respondent will be considered on fair and equal basis.

8 1.12 Errors & Omissions Each Respondent should notify Bank of India of any error, omission, or discrepancy found in this RFP document, not later to the date of closing for submission of RFP response.

1.13 Acceptance of Terms A Respondent will, by submitting the Bid/Proposal in response to this RFP document shall be deemed to have accepted all the terms and conditions of this document.

1.14 Abbreviations The following are the abbreviations and their expansions used in this document. Abbreviation RFP BOI BANK RESPONDENT MKTG SLA CBS ATM IVR

Expansion Request for Proposal Bank of India Bank of India Is one who responds to this RFP document Marketing Service Level Agreement Core Banking Solution Automated Teller Machine Interactive Voice Response

RTGS NEFT NAV FDs RDs CRM TPIN DR CTI UPS HR USB DND PRI AMC FTE WAN BPO KYC AHT FCR TRAI RBI IBA ACD MIS Q&A CAGR INR BOT

Real Time Gross Settlement National Electronic Funds Transfer Net Asset Value Fixed Deposits Recurring Deposits Customer Relationship Management Telephone Personal Identification Number Disaster Recovery Computer Telephony Interface Uninterrupted Power Supply Human Resources Universal Standard Bus Do not Disturb Primary Rate Interface Annual Maintenance Contract Full Time Equivalent Wide Area Network Business Process Outsourcing Know Your Customer Average Handling Time or Average Call Resolution First Call Resolution Telecom Regulatory Authority of India Reserve Bank of India Indian Banks Association Automatic Call Distributor Management Information System Questions and Answers Compound Annual Growth Rate Indian Rupee Build, Operate, Transfer

9 2.0 PROJECT SCOPE – About us and Service Requirements2.1 Bank of India –the Public Sector bank Bank of India is one of the largest public sector Banks in India with a Branch network of over 4966 branches in India and 57 overseas offices / branches in 20 countries. The aggregate number of accounts is approximately 65 million. The Bank has commissioned Finacle as its Core Banking Solution and it is presently catering to all domestic and foreign branches. Bank has selected Internet Banking as an alternate channel of service delivery and has network of about 7800 ATMs, besides other banks’ ATMs available in other Networks like Cash Tree, National Financial switch, NPCI, BANCS, VISA & Master Cards.

2.2 Scope of Call Centre functions: The Call Centre will receive the inbound and make outbound calls. Call centre will directly receive calls and process them. The Call Centre will make outbound calls for recovery and marketing and other purposes enumerated below. Besides voice calls, the scope will also include non-voice customer care services like emails, chats, etc. The scope of functions and coverage of Bank’s services by the Call Centre is discussed below

2.2.1 Scope of functions and coverage: Respondents (“Bidders”) are required to submit their proposals in strict adherence with the following: Operationalization of Call centre for “Bank of India on ” Hybrid model basis. The Bank shall be providing following infrastructure/ Equipment: 1.) Software and Hardware components for IVR (Purchased from B K Systems, Chennai) and CRM module (Siebel) of Oracle with appropriate integrations and customization. 2.) PRI lines for both inbound and outbound calls. Bidder has to ensure the Uptime of these PRI with the TSP (Telecom Service Provider). Bank will process the recurring bills, however Maintenance of the PRI lines shall be the responsibility of the bidder. The Respondent will be required to arrange for the Hardware and software, compatible with our Systems (IVR/CRM/Finacle) and also the necessary integration with these systems. The Bank will act as a facilitator between the respondent and the respective vendor for getting the required interface details from the respective vendor. The respondent to provide adequate premises with following hardware/software components: 1.) 2.) 3.) 4.) 5.) 6.)

CMS (Call Manager System) Dialer Voice Logger All electrical fittings for lighting, Fans, AC etc. Basic amenities including Drinking water and refresh rooms. Security systems -Access control system, CCTV with camera, provision of security guards, smoke detectors, fire detectors and other general security alert systems, etc., 7.) Standard fire-fighting systems 8.) Call Center Solution should allow smooth integration with existing Siebel CRM solution version 8.1.1.11 used by its customer facing staff 9.) Scope also includes providing and/ or customizing the necessary middleware & component to connect/integrate with existing Siebel CRM/IVR

10 10.)The respondent needs to provide CTI (Computer Telephony Interface) connector to integrate Siebel CRM ver 8.1.1.11 with new contact center applications (Inbound, Outbound) & IVR applications using the industry standard interfaces for automatic pop-up of customer profile/360 degree view in CRM on every inbound/outbound call alert on Contact Centre application. 11) Siebel-CTI integration will also be required to push Outbound calls from real time campaigns or dues collections and also for making outbound calls for re-scheduled calls or for other campaigns/campaign response and hence outbound dialer functionality too is expected from Call Center Solution 12) CTI Server, CTI solution including ACD (If CTI is available in Siebel (CRM) to use the same in an integrated manner) 13) Terminals for Agents, Team Leaders and Supervisors which shall also include data cabling etc). 14) Furniture/Fixture for workstations/cubicles/seats for Agents, Team Leaders and Supervisors as provided to suit a typical Call Centre. 15) Provide adequate space for the BOI Supervisory staff to be posted in Call centre. The number of such staff shall range between 10-12 in aggregate at both the centres. 16) ISDN/lease lines and connectivity between both locations of the call centre and with the Data Centre of the bank and Master Server of selected vendor for real time Data flow. The necessary network LL/MPLS link (Provision and Management) from Bank’s call centre (both locations) to Bank DC and DR including network devices (Routers, Switch, modem etc) with dual redundancy should be provided by the bidders. The links for connecting Bank DC and DR site with bidders proposed Call centre DC and DR site is to be procured by the bidder and maintain the links by ensuring 99.99% monthly UP time. Bidder has to deliver the last the last mile as Ethernet handoff to Bank DC and DR site. Bidder has to ensure the traffic which is flowing from Bank’s proposed call centre DC or DR site should be IPSEC enabled. 17) All required cabling at new call centre locations or Bank DC and DR sites will be bidder responsibility till PE (Premises Equipment). Since bidder is going to provide Ether location for call centre, accordingly all required data/LAN or internal cabling work at call centre premises will be the responsibility of bidder. 18) Bidder has to make the necessary arrangements for providing authorized internet access for the Bank staff deputed at proposed call centre locations. This Call centre should offer services broadly in the following five categories:

a. Effective query response services b. Basic Banking services and transactions c. Marketing and selling functions d. Recovery functions. e. Service requests and complaints --scope of Call Centre activities is broadly classified into the following sections.

11 The table below is the indicative list of functions to be covered in Call Centre operations. Query response services

Basic queries in respect of all products and services offered by the Bank through Bank’s current CBS solution. ATM/Net banking related inquiries/problems and Issue of cards, Card status, hot listing of cards Balance inquiries of credit card/prepaid gift cards, RTGS/NEFT related matters. ASBA, PPF, Sr. Citizens saving scheme and Pension accounts queries D-mat accounts queries a. All Products Queries Account related queries products & services on of Bank, on features marketing of Bank’s Balance o/s, maturity amount, Deposit products Minimum products and maturity date, cheques credited Advances products – balance, services and retail and wholesale interest rates, or debited (cheque status), details networking with Remittance products, amount of debit or credit, income tax Lead Management trade finance products, of loan, deducted, etc loan o/s, payments System Services- RTGS, NEFT, eligibility due, interest debited, etc. ATMs, Internet banking , criteria, etc., Remittances made, usage of Gold Coin, ASBA, Internet Banking facilities, like Service Charges, D-mat Star-connect, e-tax, bill e-pay, Accounts, International ATM transactions etc. products, etc. b. Products of Third party products Premiums Number of insurance products partners sold by the payable, purchased thru Bank, amount Insurance – insurance assured, assets covered, etc. Bank Products of National Current Funds invested thru Bank, their NAVs of Insurance , Star Union NAVs, unit held therein, etc. Funds Daichi, Mutual Funds Credit card bill details BOI Credit Cards & other future products Features of to be launched by Bank credit cards from time to time C. Branch location Branch / ATM location • Basic transactions – money transfer between accounts, NEFT, Basic Banking RTGS services and • Opening and closing of FDs, RDs, etc. transactions • Payments and / or closing of loan accounts • Hot-listing of debit cards & credit cards • Outstanding balances in Credit cards ,minimum amount payable • Status of requests for issue/replacement of different types of cards • Due dates of payments of outstanding in cards.

12 Marketing functions

Bank conducts several sales campaigns for promotion of new / existing products from time to time. Bank also runs marketing campaigns for enhancing brand equity and product awareness among target audience. Centre will assist in reaching out the customers, by doing the following functions. • Out-bound calls to existing and new customers, prospective of buying Bank’s products • Out-bound calls for popularising sales promotional offers – special interest rates, waiver of charges, free bees, etc, • During the above process, Capturing of leads arising out of dialogue with the customer, registering the same in CRM, generating lead numbers and forwarding. • Handling subsequent follow-up calls for leads.

Selling functions Inbound & outbound lead processing

Bank’s proposed CRM solution allows systematic capturing of leads through various sources and they will be allotted to work groups (Branches, Retail Lead Facilitators, Customer Service Officers, etc). These work-groups may request the Call Centre to perform the following functions • Preliminary lead validation – verification of number, name, purpose, etc • Fixing of appointment • Assist in lead escalation and follow up

Soft recovery

Bank proposes to use the Call Centre for recovery of its overdue loans, both retail and wholesale: • Soft reminder to the customer on the overdue loans • Follow-up calls and coordination with recovery agents (if any)

Service Requests

Capturing of service requests – cheque book issue, funds transfer, statements / pass books of any accounts, Demands drafts / remittances, etc. • Logging the service requests in CRM, generating reference numbers, and transmitting. • Handling queries on earlier service requests

Complaints / Feedback / Suggestions

•

• •

Others

    

Capturing of complaints / feedback / suggestions from customers and noncustomers, registering in CRM, generating a complaint number, providing response to the customer and forwarding the same. Handling queries on complaints registered Receiving complaints loading in OCRM through IVR or email etc if possible resolve the complaint passing on to HO CEBBD or functional department, tracking the complaint and closure-networking with Bank’s Grievance Redressal system.

Bank will also utilize the services of Call Centre for the following adhoc purposes Escalations: In respect of all the above, any escalation as required would be handled. Market survey : Bank may run a survey through telephone on “Customer Satisfaction” on services by Bank. Birthday & Marriage anniversary greetings

13 

Data Cleansing & enrichment: Call Centre can be used to contact the customer to ensure the correctness of customer details and to enrich the existing information. Change of address, mobile no. etc can be effected if the information is passed on from a registered email , -follow up for procuring updation sheet from branches nearest to residence/office of customers can be undertaken.

 

Welcome calls for newly opened accounts If information dump is provided by the Data Centre and customers ’telephone no. /mobile no. is registered with the bank they can be alerted about Term deposit renewal/ account status turning dormant due to in operation, accounts going below minimum balance and charges applicable. PAN submission follow up/ KYC compliance follow up etc Submission of Life certificates in case of pensioners etc.. Cheque book issue enquiries with the help of tracking mechanism available with Centralised Operations Department/centralized back office stationed at Belapur Activation of credit/debit cards through IVR or getting related information from customers based on decided pattern by bank.



• •

CRM solution provided by the bank would provide a comprehensive dashboard of customer details. This will enable the agent to view the 3600 view of the customer.

2.2.2 Overall Call View: Suggested Call Flow The following call flow will work on Bank’s tele-banking services Inbound calls

Out bound calls

Customers routed by tele-banking By customers with TPIN / without TPIN By non-customers To customers with / without TPIN To non-customers

Phased introduction of functions covered under scope Bank will start off with an inbound Call Centre that provides information requests, receives service requests and registers and answers customers’ complaints/feedbacks. The Call Centre scope to include soft collections and other Banking processes at Bank’s discretion. The scope of Call Centre will further be expanded to all the processes and services including telemarketing / telesales, depending upon the maturity of Call Centre and Bank’s readiness. The gradual introduction of services may span over 2 years period. Hence, the initial skill sets of Call Centre agents would be generic to suit simple Call Centre functions and gradually, as advanced functions will be introduced. Specialised skill sets will be developed by the Respondent in consultation and coordination with the Bank.

2.3 Model of Bank of India Call Centre Bank proposes to have One Call Centres in or around Bhopal, with an appropriate Disaster Recovery centre at Bangalore as a full-fledged Call centre. Bank will launch the Call Centre in or around Bhopal in the first phase. However, it is reiterated here that later on in 3 months’ time, Bank would operate the Call centre from two locations as a

14 measure to limit operational risk and ensure continued customer service and also one location acting as DR to the other & vice versa. In case of such an eventuality, Bank will split volumes between these two locations, at its discretion depending on the performance and call volumes. The model of the Call Centre is discussed under four heads viz., Infrastructure, Real Estate, Processes and People / Human resources. For each of these components, Bank proposes as below

2.3.1 Call Centre Infrastructure The infrastructure refers to the physical facilities such as furniture, hardware, software, telecom infrastructure and arrangement for connectivity to Bank’s data sources, data sources from service providers of Card Management D-mat, Third Party Products like MFs and Insurance etc. / CRM portal for smooth operations. The Respondent will put in place the following infrastructural facilities in the above identified Call Centre locations:               

Premises & Furniture Required floor space Locker facility for the employees Lighting Air-conditioning Security systems - Access control system, CCTV with camera, provision of security guards, smoke detectors, fire detectors and other general security alert systems, etc., Basic amenities e.g. water facilities / cloak room Canteen facility Training rooms with furniture, projector and screen Power connection with power back up and UPS Standard fire fighting systems Workstations, cubicles, chairs, etc., constructed / provided to suit a typical Contact Centre Managers’ cabins and workspaces for functionaries - Management Team, HR, trainers, Conference / meeting rooms with facilities. Space for Bank’s team

Hardware, software, telecom facilities:   

  

CTI Server, CTI Solution including ACD, Dialler, voice logger, disaster recovery solutions, etc. Personal computers (without USB and other copying devices), headphones Cabling – data, power and voice Integration of Bank’s IVR with Bank’s CRM through a standard CTI solution for popping up customer dashboard. The integration of the PBX system with the IVR system shall be the responsibility of the respondent. The type of interface support and the details of the interface will be provided by the IVR vendor. Standard security system / network security solutions and firewalls PRI connections, Authorized internet connections

Respondent WILL further provide  

Transportation facilities to staff members of Contact Centre Processes for running / managing the Contact Centre such as Management, HR,

15  



Training, etc.. Personal computers (without USB and other copying devices), headphones Processes for running / managing the Call Centre, such as Management, HR, and Training etc. Respondent will bring in any other infrastructural facilities that it feels necessary to deliver the required level of performance. If the Respondent wants to host any application for better management of Call centre, the same may be allowed by the bank as per the Security policy of the Bank. However Bank will not allow remote access to Respondent’s application hosted, on bank’s facilities.

Bank Portal will not allow any access to any outside portal of the respondent. Bank will provide WAN connectivity, enabling access to Bank’s customer data and connectivity to the Card Management provided by the service provider of Card Management /CRM portal. The Call Centre will work on the Bank’s IVR driven present call centre facility (or if any telebanking service is introduced- with such facility as well) by integrating with a standard CTI application provided by the Bank and popup necessary customer information on the FTE’s screen. Call Centre will use the Bank’s CRM functionalities for customer 360º views, processes for capturing of leads, requests and complaints and the processes for telesales. The Bank shall arrange for the following Infra/ Telecom facilities

Hardware, software, telecom facilities:     

Cabling – data, power and voice Integration of Bank’s IVR with Bank’s CRM through a standard CTI solution for popping up customer dashboard. Standard security system / network security solutions and firewalls, PRI connections, Authorized internet connections AMCs wherever required in respect of the above infrastructure.

2.3.2 Specific use by the Respondent only For all the infrastructure provided by the bankRespondent will use the infrastructure provided by the bank and or any computer hardware and software, telephones and / or any other equipment’s / facilities provided by /for the bank only. The Respondent shall be responsible for any damage to infrastructure caused due to his or his agents/employees’ gross negligence. The Respondent will not use any of the above mentioned items / facilities for any other purpose except in accordance with the direction of the Bank. Further the Respondent or his staff will not get any claim or right to infrastructure provided by the bank by merely utilizing the same during the given assignment.

2.3.3 Real Estate Bank proposes to run the Call Centre from premises provided by the successful Respondent. There will be a Call Centres operating from one location/city and a DR facility/centre in a different location/city. The Call Centre will run with an initial seat capacity for 100 FTEs (24X7) at the Bhopal centre and 50 FTEs at the DR centre, from the first day of its operation. The infrastructure shall be available for scaling up of operations up to 150 FTEs at Bhopal and 100 FTEs at DR centre.

16 2.3.4 People Call centre should have their own staff members and shall not sub-contract the manpower. Refer section 3.5  Bank proposes to adopt a model in which the Respondent will use their staff members for all Call Centre operations. 

The granular role clarity and rules for shifting the calls to Bank’s FTEs will be worked out while implementing the Call Centre.



The Respondent will employ necessary agents, team leaders, Managers, Quality Managers etc. for managing the Call Centre. HR management shall be the responsibility of the Respondent. The Respondent may use their systems / software such as performance management systems, HR systems, etc., for operating the Call Centre after taking approval for the systems from the Bank.

2.3.5 Bank’s staff members in Managerial positions Bank requires the Service Provider to deploy all the manpower resources required for running the Call Centre. However, Bank will depute its employees in Managerial positions (functional heads, floor managers, quality managers, etc) either full time or part time, who will possess similar authority / powers to the one given to the human resources of Service Provider. Further, Bank will also depute exclusive resources for handling financial transactions and for escalations, wherever necessary (8 to 10 aggregate seats to be provided for Bank staff, at both locations).

2.3.6 Call Centre Timings & Holiday The Call Centre will operate 24 hours on all seven days in a week and therefore the Call Centre will be available to customers on all 365 days (366 days in a leap year) including national holidays, Sundays, etc. The Agents, team leaders and managers are required to be available during this period of time. Depending on call flow, Bank may consider extending a few seats beyond these hours also. Transportation for agents, etc., will be the responsibility of the Respondent.

2.3.7 Languages The Call Centre agents will use the commonly used languages viz. – Hindi, English, Tamil, Malayalam, Telugu and Bengali. The Agent allocation among languages will be decided based on call history and experience. Bank reserves the right to seek extension of services for selected regional languages in future.

2.3.8 Seat Capacity & Scalability Presently, Bank proposes to establish a Call Centre with 100 seats at Bhopal and 50 seats at Bangalore. The premises will have capacity for quick scalability to higher number of seats up to150 & 100 respectively for Bhopal and 2nd site. Keeping in view of the integration of several functions to Call Centre, it is expected that Bank may in future expand the size and scale up further, at these locations or any other location. The Respondent should be in a position to scale up their operations, at the request of the Bank.

17 2.4 Service Requirements Scope of services required is described hereunder: Respondent will provide adequate number of agents, team leaders, supervisors and managers for complete operationalizing and running of Call Centre. Overall management of the Call Centre:

• The Respondent will manage the Call Centre, under a SLA agreement as per Clause 2.5 in this document. The scope includes overall management of Call Centre and man power management.

• The Respondent will submit various reports as per Clause 3.2, on the operations of the Call Centre in compliance to SLA agreement as discussed in this RFP document. The Call Centre will have to be made live by the Respondent within the specific time period specified in this document.

2.4.1 Number of Agents The Respondent shall deploy and dedicate sufficient number of Call Centre Agents, Team leaders, Managers, etc., to provide the services uninterruptedly throughout the decided duration in a day, as per the minimum SLA Parameters, indicated in this document. The hierarchy, i.e., Agent > Team Leader > Manager, will be decided by the Respondent, who will ensure meeting of SLA requirements. However, the following are the indicative guidelines.

•

Manpower for all shifts – Respondent may decide any number of shifts of any time duration thereby will ensure availability of manpower (agents, team leaders and Managers) throughout the time duration.

•

Buffer Agents: Respondent will also have sufficient additional agents for managing any absence of agents from their seat due to leave, sickness, recess, interval, training, etc.

•

Agent / Team Leader Ratio – Respondent will deploy appropriate “Agent / Team Leader Ratio” as per industry practice. However, it is indicated that Respondent may implement 9:1 ratio, i.e there may be one team leader per group of 9 agents Similarly, Respondent will deploy sufficient numbers of team leaders, quality control teams, training and management teams to ensure that the SLA parameters are met.

•

Team Leader / Manager Ratio – 4: 1 i.e., there should be one manager per 4 team leaders.

•

Quality executive / Agent Ratio – 35: 1, i.e., there may at least be one quality executive per 35 agents.

•

Keeping the above parameters in view, the Respondent will employ / deploy appropriate number of agents, team leaders and managers in order to ensure that the SLA parameters are achieved.

18 These are only indicative requirements. The Respondent may decide an appropriate ratio and ensure meeting of SLA criteria.

2.4.2 Manpower Profile It is expected that the Respondent may adhere to the following indicative criteria for recruiting /deploying their employees. Resources to be engaged / employed by Respondent in the Call Centre cannot be construed as employee of Bank of India and cannot claim any benefit thereof. The following are the indicative requirements for Call Centre Agents

• • • • •

Educational qualification – Graduate/pursuing graduation in any discipline with proficiency in English, Hindi and any regional language of East, West, South India. Desirable Experience – 6 months to 1 year of BPO / Call Centre experience, preferably of financial and banking sector. Age Profile: Above 18 years of age. Age profile of the Agents should be such that the customer gains confidence in confiding / sharing the information with the Agent. Agents’ communication skills – multi-linguist, soft and polite voice, well behaved, soft-spoken, un-argumentative and trust-worthy. Background / referral to be checked by the Respondent for all selected resources.

Police verification is mandatory for all selected resources. However, keeping in view of time delay in obtaining the same, the Service Provider may allow their resources to undertake training or any other pre-production formalities. But, all the resources committed for Bank, should have clear Police verification before they are inducted into production environment. The profile of other functionaries (team leaders, managers and supervisors) shall be as per industry best practices. Bank will be part of recruitment panel for initial batch for benchmarking the quality of resources. Bank reserves the right to recommend the exemployees of the Bank for any of the positions in the proposed Call Centre. If the behavior of any resource of the Respondent is not up to the satisfaction of the Bank or any such staff misbehavior with any customer/s of the Bank during the performance of given assignment, the Respondent will immediately, on the advice of the Bank, remove such resource without expressing any objection to the Bank in any manner.

2.4.3 Training The Respondent, in consultation with the Bank, shall provide training to all the resources on the systems and procedures laid down by the Bank, as appearing in this document, but not limited to the provisions herein. The training will cover the following:

• • • • •

Proposed Call Centre processes The products and services of the Bank, The behavioral and cultural expectations of Bank from a professional Call Centre agent The Information security and their relevance and importance to the customers Knowledge of Banking systems, operational procedures, KYC norms, etc.

First time training shall introduce the Call Centre resources on systems, procedures and processes in an elaborate manner. However, since the Bank will keep modifying its products and services, introducing new products and campaigns, changing its interest rates, etc., the Respondent will put a training system in place to ensure continuous updation of knowledge, processes and skills.

19 The actual requirement of training may be assessed while implementing the Call Centre and will be decided mutually by Bank and Respondent. Bank in coordination with Respondent will also organize an initial Trainer’s Training programme to train the trainers of the Respondent on Bank’s products and services, processes, etc. The training infrastructure will be made available in the Respondents premises. At least one training room with necessary accessories like whiteboard, projector, furniture, etc., should be provided. The Respondent will provide necessary faculty support for the training on Call Centre processes. Bank will support training efforts by providing its faculty on Banking operations and processes from time to time.

2.4.4 Staff Retention programme The Respondent will put in place systems to ensure that the resources are not changed frequently for internal purposes. The Respondent will ensure that the given seating capacity is fully resourced and will ensure achievement of SLA parameters.

2.4.5 Assessment & Remedial Action The Respondent will put in place evaluation systems to continuously evaluate the performance of its resources.

•

•

A “Quality Score” may be generated for all the Agents, team leaders, supervisors and Managers. The parameters for “Quality Score” will include time duration for various functions, number of calls handled, number of leads generated, fatal error etc. Bank and Respondent will jointly decide on the benchmarks for Quality Score and the Respondent will agree to maintain only those Agents / Team Leaders who qualify the “Quality Score” criteria as decided above.

2.4.6 Quality Management The Respondent will deploy exclusive quality management team which will continuously audit the systems and procedures of operations and management of the Call Centre. This team will also suggest systems to improve the ratings against SLA parameters. The Respondent will present information about its internal audit and quality assurance practices in all areas of operations, including human resources in periodical review meetings. • The Bank’s authorised resources will inspect / audit the Call Centre facility any time with or without notice to the Respondent. • Bank’s authorised resources will inspect the procedures, reviews of Agents, etc., based on “Quality Score” discussed in this document. • Bank will conduct any mystery calling / Barging in process, onsite & offsite, to ensure service quality management.

2.4.7 Industrial relations and discipline The Respondent will put in place appropriate disciplinary procedures and ensure congenial industrial relations with its employees. Bank shall not intervene in any of the industrial disputes between the Call Centre employees and (Vendor’s) management, nor can Bank be drawn in any circumstances in such industrial disputes. The employees of the Respondent will never be considered as employees (fulltime or part-time or contractual) of the Bank in any circumstances. The employees of the Respondent will never claim any right to employment in the Bank irrespective of their status of employment with Respondent.

20 2.4.8 Remuneration to employees of Respondent Bank will have NO obligation to pay any remuneration, reimbursements or incentives to employees or members of the Respondent. All the payments due to them shall be paid only by the Respondent.

2.4.9 Insurance Coverage Respondent shall procure insurance policies to include requisite insurance coverage as applicable including but not limited to Comprehensive General liability insurance and , or third party accident insurance to safeguard any eventuality while the employees of the Respondent are on duty.

2.4.10 Compliance to labour laws The Respondent shall be responsible for compliance of all laws, rules, regulations and ordinances applicable in respect of its employees, sub-contractors and agents (including but not limited to Minimum Wages Act, Provident Fund laws, Workmen's Compensation Act) and shall establish and maintain all proper records including, but not limited to, accounting records required by any law, code, practice or corporate policy applicable to it from time to time, including records and returns as applicable under labour legislations.

2.5 Parameters for Service Level Agreements & compliance The Respondent will ensure meeting of following SLA parameters and will enter into an agreement with Bank on SLA parameters indicated below. SLA performance compliance will have to be achieved by the Call centre.

2.5.1 SLA Parameters a. b. c. d. e. f. g. h.

Call Answer Call Abandonment rate First Call Resolution Rate Average Handling Time Occupancy Utilization Fatal Error Customer Satisfaction

Bank will review the performance of the Call Centre services provided on a weekly, fortnightly, monthly, quarterly and annual basis. Some of the metrics that are required to measure SLAs are as follows:  Number of calls resolved by L1 agents also called as First Point of Contact (FPOC) Resolution Rate (%) – FPOC to be defined in specific as per the process and agent empowerment- In case of Any special cause like outage, special product launch, and volume trend >110% FPOC KPI will get normalised  Abandoned call rate (%) (This is the percentage of calls abandoned by a caller when a caller is in agent queue)- In case of Any special cause like outage, special product launch, and volume trend >110% this KPI will get normalised  Average delay before abandon (This the average time spent by callers in agent queue before abandoning calls)- In case of Any special cause like outage, special product launch, and volume trend >110% this KPI will get normalised  Average call response time (This is the average time taken by callers waiting in a queue to be attended by an agent). Also known as Average Speed of Answer( ASA)-

21



 



    

In case of Any special cause like outage, special product launch, and volume trend >110% this KPI will get normalised Average call handling time,(This is the average amount of time during which agents work with callers, including actual talk time, hold time and after call work / wrap up time)- In case of Any special cause like outage, special product launch, and this KPI will get normalised Repeat call rate (%) (This is the number of calls relating to a previous ticket /complaint number) - In case of Any special cause like outage, special product launch, and volume trend >110% this KPI will get normalised Average After call work time / Wrap up time (This is the time taken by an agent to complete talks related to a call after the call has terminated. Ex. Data entry or placing outbound calls etc)- In case of Any special cause like outage, special product launch, and volume trend >110% this KPI will get normalised Average hold time (AHT) (This is the average amount of time a caller is connected with an agent and placed on hold while waiting to be transferred for an escalation or while an agent seeks assistance for the caller’s issue)- In case of Any special cause like outage, special product launch, and volume trend >110% this KPI will get normalised. Average talk time (ATT) (This is the amount of time a caller is connected with an agent and not on hold)- )- In case of Any special cause like outage, special product launch, and volume trend >110% this KPI will get normalised Number of calls escalated to Level 2 and resolution time Number of calls escalated to Level 3 and resolution time Error rates (re-work and overrides) Customer survey results (call satisfaction levels).

Vendor shall ensure meeting the following SLA parameters for both the locations independently: a. b. c. d. e. f. g. h.

First Call Resolution Rate Average Call Handling Time Abandoned Call Rate Fatal Error Occupancy Utilization Customer Satisfaction Call Escalation

2.5.2 Penalties and Rewards The SLA parameters under a, b, c & d, e & f in Para 2.5.1 will be considered for penalties and rewards, location wise. The SLA parameters under g & h in Para 2.5.1 will not be considered for penalties and rewards and will be tracked for one year for the purpose of including them for levying penalties and rewards.

Weights for SLAs and relative Penalties and Rewards: In case the Respondent is unable to meet the service levels as per the table below, (except Customer Satisfaction and Fatal Error) then the Bank will deduct penalties as detailed in the table below:

22 Sr No .

SLA

Weights

Situation A

Situation B

Situation C

Situation D

Situation E

Situation F

Situation G

1.

Call Answer

20

√

√

√

√

√

√

X

20

√

√

√

√

√

X

X

20

√

√

√

√

X

X

X

20

√

√

√

X

X

X

X

Call Abandonment ratio First Call Resolution Average Handling Time

2. 3 4 5

Occupancy

10

√

√

X

X

X

X

X

6

Utilization

10

√

X

X

X

X

X

X

NO

10% of 20% of month ly fee






7

PENALTY

NA 8.

REWARDS NA

Reward is 30% of penalty, if ALL SLAs are achieved in the consecutive two months. Additional 30 % of penalty, if ALL SLAs are achieved in the subsequent two months.

The Bank would allow the Respondent to earn-back the above penalty as detailed in the table, and further clarified as below: 



30% of the penalties can be earned back if the Respondent meets all the service levels (except Customer Satisfaction and Fatal Error) for two consecutive months following the month of non-compliance. For example, if the Respondent is unable to meet any of the service levels, say, in the month of January, then the Respondent can earn back 30% of the penalties when the Respondent will meet all the service levels consecutively in the months of February & March.   Additional 30% of the penalties can be further earned back if the Respondent will meet all the service level (except Customer Satisfaction and Fatal Error) in the next two months consecutively, that is April & May of the same year. 

Bank will have discretion to terminate the contract, in case the selected vendor earns penalty successively for three months during the entire contract period. It is further be clarified that this right is the prerogative of the Bank only.   

The beta period / learning curve tenure for this project after which the SLA and R & P would be applicable shall be 3 months. Escalation matrix will be such as Agent > Supervisor > Manager of Service Provider or Manager of Bank. The KPIs and ACHT will be decided mutually. Call back: If the call could not be resolved and the Agent needs to put an outward call once again to resolve the query. Data source for SLA calculations will be the reports generated by Call Centre software.

23 2.5. 3 Definitions and details of SLA parameters: 2.5.3.1 Call Answer Component Definition

Requirement

Measurement Range Compliance

Explanation of Component Answer time is the number of seconds it takes for any representative of the Bank's user community to connect with (receive / reply) the Respondent’s call center representative. Throughout the uptime of Call Centre except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason Low = 1 minutes; High = 5 seconds 90% of calls will be answered in <20 seconds by live person who is front-end directed by automatic call distribution (ACD)

Measurement Frequency Calculation Formula

Data Sources

Monthly Number of calls answered in < 20 seconds/total calls = Service Level Attained CMS Report / SR Dump / Bank’s ACD and CTI solution with date and time-stamp capabilities.

2.5.3. 2 Call Abandonment Rate: Component Definition

Requirement

Measurement Range Compliance Measurement Frequency Calculation Formula

Data Sources

Explanation of Component The proportion of calls that hang up or are disconnected before the respondent’s agent answers the phone. A wrong immediate hang-up exclusion not exceeding 5 seconds is acceptable. Throughout the uptime of Call Centre except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason High = <2%; Low < 25%; Critical > 25% <3 % Monthly Number of abandoned calls (calls that have entered the queue and “hang up”) / total calls = Service Level attained CMS Report / SR Dump / Bank’s ACD & CTI solution with date and time-stamp capabilities.

24

2.5.3.3

First Call Resolution Rate

Component Definition

Explanation of Component

Requirement

Measurement Range Compliance Measurement Frequency Calculation Formula Data Sources

2.5.3.4

First contact completion applies when the first person, the customer reaches answers the question, resolves the problem or dispatches service where appropriate. Warm transfers and call backs should be considered second or greater contact. Throughout the uptime of Call Centre except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason Low = 25%; High = 85% (resolved) 75% (resolved) Monthly Number of calls resolved on the first call / total calls = Service Level Attained. CMS Report / SR Dump / Bank’s ACD & CTI solution with date and time-stamp capabilities.

Average Handling Time



Requirement

Throughout the uptime of Call Centre except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason High = <1%; Low > 10% 98% Monthly Number of calls whose AHT exceeds 240 seconds / total calls = Service Level Attained CMS Report / SR Dump / Bank’s ACD & CTI solution with date and time-stamp capabilities.

Measurement Range Compliance Measurement Frequency Calculation Formula Data Sources

The proportion of calls whose total duration from beginning of actual interaction to closure, that exceeds an Average Handling Time, which is currently set at 240 seconds.

25 2.5.3.5 Occupancy: in percentage terms. Component Definition

Requirement

Measurement Range Compliance Measurement Frequency

Explanation of Component The total percentage of time when the agent is logged in and actually is working on the calls to the total time including Avail time he is working. Throughout the uptime of Call Centre except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason Greater than 85% >85% Monthly

Calculation Formula

Occupancy % = (Talk time+ Hold time + Wrap time)/(Talk time+ Hold time+ Wrap time + Avail Time)

Data Sources

CMS Report

2.5.3.6

Utilization:



Requirement

Throughout the uptime of Call Centre except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason Greater than 75% >75% Monthly

Measurement Range Compliance Measurement Frequency

The total percentage of time when the agent is logged in including Avail time to the target hours he is to work.

Calculation Formula

Utilization % = (Talk time+ Hold time+ Wrap time+ Avail Time)/ Target Hrs

Data Sources

CMS Report

26 2.5.3.7 Fatal Error: Component Definition


Requirement

Throughout the uptime of Call Centre except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason Low = 0.5%; High = 0% < 0.25% Monthly Monthly by taking <1% of daily activities and scanning for fatal error in each of the documented processes and procedures. The sampling should be divided over the various functional areas.


The percentage of total contacts, wherein an error occurs in delivering Call Centre specific services which is totally unacceptable, primarily due to the behavior of the Agent, which might lead to total dissatisfaction of caller or misleading the caller due to providing of wrong information.

Number of calls where fatal error occurred / sample size = Service Level Attained.

Data Sources

2.5.3.8

Listening to voice calls from the log by the vendor’s quality assurance team/ Bank’s team or / and system report.

Customer Satisfaction;



Requirement

Satisfied : (Parameters – Satisfied or not satisfied- area of dissatisfaction-reason) (Note : Customer satisfaction survey process will start after 1 month from initiating the operations) Low = 60%; High = 80% 80% Monthly for 10% of end users who contact help desk; annually for all end users. Monthly by taking <5% of daily activities and completing a customer satisfaction record per documented processes and procedures. The sampling should be divided over the various functional areas. Monthly reporting periods = Number of responses with a very satisfied rating/ total number of responses = % Service Level Attained.


Data Sources

Measures performance of service provided to customer. Used to identify customer’s opinion of service performance

The same formula is used for the annual customer

27 2.5.3.9 Short recital of Service Requirements (indicative) The Respondent is expected to design the identified processes using the below matrix template at the time of implementation in concurrence with Bank of India’s respective departments. A sample is given below:

Process

Agent Authorizer Level

System Process

Manual Process

General Functionality Account Balance Cheque Book request Cheque status enquiry Stop cheque payment Loss of chq book Utility bill payment Internet user id Mobile Banking Registration Account statement request Fund Transfer

√

√

√

√

√

√

√ √ √ √ √

√

√

√

√ √ √ √

√ √

√ √

√

Card Functionalities Outstanding balance Details of last statement Details of last payment

√

√

√

√

√

√

√

√

√

√

√

√

Loan Functionalities Details of outstanding loan Inquiry about loan account Request for interest certificate

Others Lost / replacement of card ATM pin re-issue Standing Instructions Hot listing of cards

√

√

√

√

√

√

√

√

√

Template Turn around time

28 Internet Banking Username & password request Login problems Account lock out issue

√

√

√ √

√

√

2.5.3.10 Liquidated Damages: The Bank will consider the inability of the Respondent to deliver the manpower and other deliverables as per scope of this RFP and proposed Agreement within the specified time limit, as a breach of Contract and would entail the payment of Liquidated Damages on the part of the Respondent. The liquidated damages represent an estimate of the loss or damage that the Bank may have suffered due to delay in performance of the obligations (relating to delivery, implementation and Training etc.) by the Respondent. If the Respondent fails to deliver or perform the Services within the time period(s) specified in the Contract, the Bank shall without prejudice to its other remedies under the Contract deduct from the Call Price, as liquidated damages, a sum equivalent to 0.5% of the complete contract amount until actual delivery or performance, per week or part thereof. Both the above penalty as well as liquidated damages are independent of each other and are applicable separately and concurrently in addition to the termination of the contract if found desirable by the Bank.

2.5.3.11 Set-off Without prejudice to other rights and remedies available to Bank, Bank shall be entitled to setoff or adjust any amounts due to Bank under this clause from Respondent against payments due and payable by Bank for the services rendered, beside the amount of penalty and Liquidated damages. The provisions of this Clause shall survive the termination of this Agreement.

3. OTHER REQUIREMENTS This section covers the minimum requirements from each Respondent for management of the relationship.

3.1 Governance and Management The Respondent will comply with all applicable Bank’s policies, including but not limited to, the Bank’s Privacy Promise / Policy, Information Security Policy, Code of Conduct/Ethics, RBI guidelines on outsourcing and the Do-Not-Call policies and the policies and regulations issued by TRAI/IBA/RBI.

3.2 Management Information System -Report Requirement Respondent shall install necessary software and will be available for the Respondent to use the same for generating reports on operation of Call Centre.

3.2.1 MIS Reports Few sample reports are as below. These are only indicative. • Number of incoming calls handled • Number of outgoing calls placed • Average talk time for calls handled -measured • Average active time per call

29 • •

Summary of the interval of time required for handling incoming calls Number of calls exceeding threshold (i.e. calls waiting in queue longer than given time) • Average time in queue by call type • Number of abandoned calls The Respondent will provide any other reports revealing the functioning of the Call Centre

3.3 Project Go-Live & Scale-up The awarded Respondent would be required to make the project LIVE within a period of TWO months from the date of issue of work order. Any scale-up or scale down of operations, as per the request of the Bank will have to be effected as and when required.

3.4 Period of Service Bank proposes to enter into agreement with the Respondent for a period of five years, subject to Bank’s right as per Clause 2.5.2. The Respondent will be in a position to provide the services for at least five years and will specifically agree on this term in response to this RFP. Only those Respondents who expressly agree on this parameter will be short-listed for further processing. Bank may consider extending the contract after completion of five years at its discretion and requirement. For this purpose the quotation as per Annexure C-1 indicating prices for the 6th and 7th year of call centre services, submitted by you while responding to the RFP, will be taken as base line pricing terms for negotiation and finalization of pricing terms of contract for the extended period. However, there is no binding on the bank to necessarily extend the contract with the selected Respondent after five years. In case, Bank decides to terminate the relationship on any count during the interim period, Bank may do so by giving a notice for a period of 3 months to the Respondent to quit. In case the Respondent decides to terminate the relationship with the Bank, Respondent will give a minimum notice period of 6 months to the Bank for taking over the Call centre / for putting in place an alternative. The Respondent will normally be precluded from exiting the contract except in following serious situations- like liquidation of the company, cessation of BPO/Call centre business, insolvency, and statutory order to shut down operations.

3.5 No outsourcing by vendor The selected Respondent will undertake to provide the Call Centre services required in this RFP to the Bank and will not outsource or subcontract any or all of the services being offered to Bank to any company or to a company fully / partly owned by the Respondent.

3.6 Termination of relationship During the pendency of the above Five year contract, Bank reserves the right to terminate the contractual relationship at any point in time without assigning any reason, by giving a notice of 3 months. Further, the contractual relationship may deem to have terminated in occasions where the Respondent’s act violates any of the existing or future guidelines and policies of the Bank, Reserve Bank of India and other regulatory bodies or results in gross dissatisfaction among the customers of the Bank or results in grossly damaging the Bank’s image in the market place.

3.7 Performance guarantee and security deposit: The selected Respondent will enter into agreement with the Bank to provide the services mentioned in this document. Bank will require the selected Respondent to

30 •

Provide an initial performance guarantee for a sum of Rs. 30 lakhs, to remain valid during the entire contract period plus 12 months. In case the above sum of Rs. 30 lakhs is found to be short of 50% of average billing during the previous six months, the selected Respondent shall enhance the amount sufficiently to meet such shortages. The format of the performance guarantee is as required by the Bank. The said guarantee shall be furnished by the Respondent within 15 days of the date of receipt of letter inter-alia informing awarding of Contract or -7- days from the date of proposed Agreement whichever is earlier. The performance guarantee would be for the entire period of the Contract plus 12 months. If the performance guarantee is not submitted to the Bank within the period mentioned hereinabove, Bank reserves the right to cancel the Contract. The performance guarantee would be returned to the Respondent after the expiry or termination of the Contract.

•

Give a security deposit of Rs. 5.00 lakhs to the Bank and the same will remain with the Bank during the entire contract period. For this deposit, Bank will undertake to pay the interest at “card rate of Bank of India” applicable for a period of One year. The security deposit shall be furnished by the Respondent within -15- days of the receipt of letter inter-alia informing awarding of Contract or -7- days from the date of proposed Agreement whichever is earlier. In case the selected bidder withdraws his Tender before furnishing the security deposit, the earnest money deposit taken from the Respondent, will be forfeited. The successful bidder’s earnest money deposit will be adjusted against the security deposit requirement upon signing of the Contract and furnishing of the performance guarantee.

Bank shall be entitled to invoke this performance guarantee in case Bank finds that the terms of this document, including the terms of contract to be entered into with the selected Respondent, are violated or are not complied.

3.8

Continuity of Business:

When the Respondent fails to perform as desired by the Bank, Bank shall give notice of termination and invoke the Performance Guarantee and the Respondent shall cease to be in contract with immediate effect thereon.

4. ELIGIBILITY CRITERIA 4.1 Eligibility • •

Respondent must be a Public / Private Limited company registered in India under Companies Act, 1956 . Respondent’s yearly gross revenues from Indian domestic call centre voice operations should be minimum of Rs.300 crores during FYs 2012-13, 2013-14, 2014-15. This should be supported by Audited Balance sheet and also certificate of company’s Chartered Accountant will be required.

•

The Respondent must be a profit making organization.

•

The Respondent must have registered itself with Department of Telecommunication (DoT) or any other agency authorized by DoT and the Respondent should have operated professional Call Centre facility or centres, having a minimum combined capacity of at least 10000 FTEs for Indian domestic call centre operations. The Call centres should have been operational for at least 2 years with minimum of 10000 FTEs.

31 • The Clientele of the respondent must include at least one reputed Public Sector Bank with total business exceeding Rs.1,50,000 crores and providing in-bound customer care Call Centre services on Banking operations to such client.  Respondent must be on the date of release of RFP managing inbound phone banking of any Bank in India ( Self certification required).  Respondent should be registered with TRAI and should have valid OSP License for Bhopal and Bengaluru centre. These centres should have been operational for minimum 2 years.

4.2 Submission of particulars Respondents willing to participate in this tender process will satisfy themselves on fulfilling all the above eligibility criteria. The respondents will submit the details in support of fulfilling the above eligibility criteria as detailed in clause 6.2.1.

4.3 Evaluation All Respondents fulfilling all the above eligibility criteria will be short-listed for further processing as per the Clause No.5.2 in this document.

4.4 Rights reserved by the Bank The Bank reserves the right to • Use any other relevant criteria in addition to what is stated above. • Seek clarifications from any Respondent regarding response information and it may do so without notification to any other Respondents. • Reject any or all responses received in response to this RFP • Modify / reduce the eligibility criteria and / or select the most responsive bidder (in case no bidder satisfied the eligibility criteria in totality) • Waive or Change any formalities, irregularities, or inconsistencies in proposal format delivery • To negotiate any aspect of proposal with any Bidder and negotiate with more than one Bidder at a time • Share the information / clarifications provided in response to RFP by any bidder, with any other bidder(s) / others, in any form. • Extend the time for submission of the tender

5. EVALUATION CRITERIA 5.1 Evaluation criteria Responses from Respondent will be evaluated on THREE stages, sequentially, as below (these will be applicable, if so required by the bank, for the second location as well): Stage A. Evaluation of Eligibility will be done as detailed under Clause 5.2. Stage B. Technical Evaluation consisting of Site visit, presentation by Respondent and Final document evaluation will be done as detailed under Clause 5.3 in this document. Stage C. Commercial Evaluation will be done as detailed under Clause 5.4 in this document.

32 The three stage evaluation shall be done sequentially on knock-out basis. This implies that those respondents qualifying in Stage A will only be considered for Stage B and those who qualify in Stage B will only be considered for Stage C. Please note that the criteria mentioned in this section are only indicative and Bank, at its discretion, may alter these criteria without assigning any reasons. Bank also reserves the right to reject any / all proposal(s) without providing any specific reasons. All deliberations and evaluations performed by Bank will be strictly confidential and will be maintained as property of Bank exclusively and will not be available for discussion to any respondent of this RFP.

5.2 Stage A - Evaluation of Eligibility The respondents of this RFP will present their responses as detailed in this document under Clause 6.2 and sub paragraphs therein. The Response includes, which provide details / evidences in respect of the Respondent for meeting the eligibility criteria, leading the Bank to evaluate the Respondent on eligibility criteria. The Respondent will meet the eligibility criteria mentioned under Clause.4.1 in this document individually. Bank will evaluate the respondents on each criterion severally and satisfy itself beyond doubt on the Respondent’s ability / position to meet the criteria. Those respondents who qualify on ALL the criteria will only be considered as “Qualified under Stage A” of evaluation and will be considered for evaluation under Stage B. Those respondents who do not qualify at this Stage A will not be considered for any further processing. The EMD money (as detailed in Clause No 6.2.1.1 of this document) in respect of such respondents will be returned on completion of this Stage A evaluation. Bank, therefore, requests that only those Respondents who are sure of meeting all the eligibility criteria only need to respond to this RFP process. The template for Stage – A Evaluation of Eligibility is as per the Annexure D.

5.3 Stage B -Technical Evaluation The Respondents of this RFP will present their responses as per Annexures B-I,B-II,B-III and as detailed in this document under Para 6.2. The Responses as per Annexure B-I seeks specific details on Respondent’s ability to deliver the service requirements of this RFP. The bases for technical evaluation are as below: 1 Site visits by the Bank’s team at the existing operations / locations of the Respondent. 2 Documents Evaluation: Response to this RFP by the Respondent, as per Annexures B-I,B-II,B-III. 3 A presentation by the Respondent on their capabilities and proposal for the Bank, as indicated below: • Previous experience with case examples in Banking • Proposed commitments to SLAs mentioned in Clause 2.5 in this document • Size and Profile of team to be committed Data security and confidentiality measures • Copy of presentation will be given to the Bank.

33 Stage B -Technical Evaluation is a single stage, consisting of above three components and these processes will be done simultaneously. No process has any condition to the conduct of other process. Bank may visit any of the centres for “Site Visit” indicated by you in Annexure B-II or any other existing centre at its discretion. Bank will allot score to the above evaluation criteria individually. The aggregation of the scores under the above three criteria will be termed as “Aggregate Technical Score (ATS)” and will be used for further evaluation. The template for “Stage – B Technical Evaluation” is as per Annexure –E. Those Respondents who meet a threshold score (70%) under “Aggregate Technical Score” will be considered as “Qualified under Stage B” and will be considered for evaluation under Stage C. Those who do not meet the above threshold will not be considered for further evaluation and their EMD monies will be returned. The “Aggregate Technical Score” secured by the Respondents will be used in the Stage C – Commercial Evaluation.

5.4 Stage C - Commercial Evaluation The “Commercial Evaluation”, will be done for both locations together. As per Para 5.4.3 below, a Final Selection of the bidder will be and Lowest Bidder shall be awarded the work, under both types of pricing. Hence, there shall be a single ranking list, on L -1 basis only. The procedure is as below:

1. Bank seeks the respondent to quote under two pricing methods namely “cost per FTE per shift per month” and “Cost per Call”.

2. Bank seeks the respondent to quote ONLY for first year of operation and cost escalation in subsequent years would be @ 5%, under two pricing methods, viz. “cost per FTE per shift per month” and “cost per call”. For the purpose of commercial evaluation, Bank will consider weighted average of prices quoted under each pricing method. Bank will also give due consideration to both methods of pricing. The “Final Score” resulting from “Commercial Evaluation” (L- 1) shall be the basis for identification of a single vendor for both locations. The above process is detailed in the paragraphs below

5.4.1 Cost per FTE & Cost per Call Bank requires the Respondent to operate and manage the Contact Centre. The Respondent may incur several costs – cost of agents and other employees, cost of transportation for employees, operational expenses and overheads (stationery, utility items, etc.). It will not be operationally viable to pay all these expenses individually. Therefore, it has been decided that Bank will fix a single consideration for all services, i.e., cost per FTE (Full Time Equivalent) per shift per month. However, the above pricing method (Cost per FTE) may be revised after one year and Bank may consider “Cost Per call” based pricing for Call Centre. Therefore, Respondents will quote “cost per FTE per shift per month’ and “Cost Per Call” in the commercial response, which are further clarified as under:

34  Cost per FTE per shift per month’  FTE indicates an agent or a team leader occupying a work station, deployed at any point in time when the Call Centre is up. FTE does not include other staff members (quality teams, managers, support staff members, IT experts, etc). Bank shall only count the number of FTEs as defined above and shall not count other staff members put on deployment for operations and management of Call Centre.

 The Respondent will quote the “Cost per FTE per shift per month”. It means the cost shall be for one FTE (agent and team leader) for one shift of 8 hours (day or night) for one month. The Respondent might deploy any number of shifts of any duration of hours. However, Bank shall consider the total number of logged in duration of Agents and Team leaders in a month and split the same into a shifts of 8 hours duration.  The following table gives an illustrative example. The total logged in duration in a month for both Agents & team leaders at • 12 hours a day, (to be split into shifts of any duration) • Average 75 FTEs • 30 days a month shall be

27000 hours

Number of FTEs per month per shift shall be 27000 hours / 8 hours / 30 days Amount payable to Respondent If the “cost per FTE per shift per month” is Rs.25000, then, the amount payable shall be

27000 / 8/ 30 = 112.5 FTEs 112.5xRs. 25000 = Rs. 28,12,500/-

Total logged-in hours will be ascertained location-wise. Time spent by agent/team leader on ongoing/regular training may be considered as Logged in time duration only with written permission from BOI otherwise the same will not be considered for login in duration.  Cost of other staff members & others operational costs will have to be loaded on the “Cost per FTE per shift per month” and no other cost will be paid by the Bank.  Agents mean one who handles the calls directly. Team leader means one who supervises a set of agents. Team leader does not include any other supervisory or support staff members.  The time duration spent by agent or team leader on on-going / regular training shall not be considered as “logged-in” duration.  There shall be no difference in “Cost per FTE per shift per month” between agent and team leader.  There shall be no difference in “Cost per FTE per shift per month” between night shift and day shift.  There shall be no difference in “Cost per FTE per shift per month” for agents of various skill sets.  The Respondent will build all the other costs into this “Cost per FTE per shift per month”  If the Bank decides to scale up or scale down the operations, the above “Cost per FTE per shift per month” will remain to be the same and Bank will pay depending on the total logged in time duration of agents and team leaders.

35  Cost per Call  “Cost per Call” refers to the total cost of handling ONE inbound or outbound call in a Call Centre by an Agent or Team Leader  “Inbound Call” refers to the calls diverted by Bank’s IVR to any Agent or Team Leader.  “Outbound Call” refers to the calls made for soft recovery, tele-sales, appointment fixing, service closure, reminders, etc. The outbound call is said to be considered as “A Call” only if the targeted receiver of the call ‘responds by voice’ in the call.  Estimated Call Volume: Shall pertain to actual calls received by the Agents Period First Year Second Year Third Year Fourth year Fifth year

Calls per day at Call Centre excluding call handled by IVR only. 10,000 15,000 20,000 30,000 40,000

 The Average Handling Time fixed in this document is 240 seconds. Hence any call duration exceeding this AHT will be considered as beginning of next call, for counting purposes. The total duration AHT divided by five minutes will result in number of calls handled by the agent or team leader.

5.4.2 Annual Escalation Bank proposes to enter into contract for initial period of Five years and subsequent extension as per Bank’s discretion. If need be, Bank may extend the contract for further periods also. Hence, the cost to be quoted in the Commercial Response should include escalation clause also. Therefore, the respondent will indicate the following:



Cost per FTE per shift per month

 Escalation as 5 % to cost per FTE per shift per month for second year over first year Escalation as 5 % to cost per FTE per shift per month for third year over second year.



Cost per Call

 Cost per Call for the second year and the third year shall be given separately by the Respondent.

 The table below is the format for presenting the Commercial proposal. This is Annexure C-I in your response to this RFP.

36 Cost per FTE per shift per month No 1. A. 2.

Costs (INR) / (%)

Cost per FTE per shift per month (For the first (INR) year) Escalation as 5 % to cost per FTE per shift per (%) month for second year over first year Escalation as 5 % to cost per FTE per shift per month for third year over second year Escalation as 5 % to cost per FTE per shift per month for Fourth year over third year

(%)

5.

Escalation as 5 % to cost per FTE per shift per month for fifth year over fourth year

(%)

6

Escalation as 5 % to cost per FTE per shift per month for sixth year over fifth year ( for reference only & not for tecno commercial evaluation) Escalation as 5 % to cost per FTE per shift per month for seventh year over sixth year ( for reference only & not for tecno commercial evaluation) Cost per Call

(%)

3. 4.

7

B

Description

1

Cost Per Call for the second year (Since Bank will consider to use this quotation only during the second year of operation)

(%)

(%)

(INR)

2 3

Cost Per Call for the Third year Cost Per Call for the Fourth year

(INR) (INR)

4

Cost Per Call for the Fifth year

(INR)

5

Cost Per Call for the sixth year ( for reference only & not for technocommercial evaluation) Cost Per Call for the seventh year ( for reference only & not for techno-commercial evaluation)

(INR)

6

(INR)

 “Cost per FTE per shift per month” and “Cost per Call” quoted will be considered while doing the Commercial evaluation. o “Cost per FTE per shift per month” for five years shall be weighted-averaged, by using the number of seats likely to be operational in the respective years as weights. o “Cost per Call” for second and five year shall also be weighted-averaged , by using the average call volume per day in the respective years of operation. o The above weighted average costs will be combined to do the Commercial evaluation.

37 o The costs to be quoted above should be valid for at least 6 months from the last date for submission of the response to this RFP.

5.4.3

Procedure for Commercial evaluation

Bank proposes to give due weightage to the ‘Aggregate Technical Score’ as arrived at as per Clause 5.3 while shortlisting the Bidders for Commercial Bid and evaluating the commercial proposals. The procedure is as below: Minimum two technically qualified bidders are required for opening the Financial bids. Evaluation (arithmetical checking etc) of the Financial bids so opened will be done by the department. Lowest Bidder shall be awarded the work with the approval of the competent authority. There will be no post tender negotiations as per CVC guidelines.

5.5 Process Time frame The following is an indicative timeframe. Bank reserves the right to vary this timeframe at its absolute and sole discretion, should the need arise. Changes to the timeframe will be relayed to affected respondents during the process. (timeframe to be given) 1 2 3 4 5. 6. 7. 8.

Issue of RFP Last date for respondents to submit RFP questions/ clarifications in writing. Response by Bank to Respondents on questions in the pre-bid meeting Last date for Respondents to submit their final Responses to RFP Opening of “A-Business proposal” a “B-Technical and Management Proposal” Communication of Results of “Stage A-Evaluation of Eligibility” to successful respondents Finalization and Communication of Results of “Stage B – Technical Evaluation” to successful respondents Opening of Commercial Proposals

16th March, 2016 28th March, 2016 01st April, 2016 07th April, 2016 upto 3.00 p.m. 07th April, 2016, at 3.30 p.m. 13th April, 2016 18th April, 2016 20th April, 2016.

5.6 Opening of “A-Business proposal” and “B-Technical proposal” Bank will open the “A-Business proposal” and “B-Technical proposal” on closing date after the receipt of responses as mentioned in Clause 5.5 above. The duly authorised representatives of the respondents are invited to be present while opening the responses to evidence the same. Please note that no separate communication will be sent to any respondent to this effect. The evaluation templates for Stage A – Evaluation of Eligibility and Stage B-Technical Evaluation are enclosed as Annexure D and Annexure –E respectively. This is for your reference. Bank may however use any other template, as it may deem fit, to conduct any part of the above evaluation.

5.7 Notification Bank of India will notify Respondents in writing as soon as practicable about the outcome of their RFP evaluation process, including whether the Respondent’s RFP has been accepted

38 or rejected. Bank of India is not obliged to provide any reasons for any such acceptance or rejection.

5.8 Disqualification Any form of canvassing/lobbying/influence/query regarding short listing, status etc. will be regarded as disqualification

6. SUBMISSION & ACCEPTANCE OF RESPONSES 6.1 Only One Submission Permitted Only one submission by each respondent to this RFP will be permitted. The Respondent will submit the response only in the manner detailed herein. A submission in a different manner, including a submission through Fax or Email, will not be accepted by the Bank and will be summarily rejected. It should be noted that in case of any discrepancy in information submitted by the Respondent in hard copy and soft-copy, the hard-copy will be given precedence. However, in case of non-submission of any hard copy document and if the same is found submitted in the soft-copy, Bank reserves right to accept the same at its discretion.

6.2 Technical Proposal The response to RFP shall necessarily contain the following THREE envelopes:

1 2 3

First envelope “A-Business Proposal”, Second envelope “B-Technical Proposal” Third envelope “C-Commercial Proposal”

The above THREE proposals will be submitted separately in separate envelopes in the manner described hereunder. All pages of the proposal are to be numbered and signed by an authorised signatory on behalf of the Respondent. The numbers should form a unique running series across the entire document. All the aforesaid documents are to be submitted at once at the time of submission. The respondent will submit the response only in the manner detailed herein. A submission in a different manner, including a submission through Fax or Email, will not be accepted by the Bank and will be summarily rejected.

6.2. 1Stage A – Business Proposal 6.2.1.1 Earnest Money Deposit Subject to compliance of response submission process as elucidated herein, the intending respondent should pay an Earnest Money Deposit of Rs10, 00,000/-(Rupees Ten lakhs only). The EMD shall be paid by Demand Draft / Banker’s Cheque / Pay Order drawn in favour of “Bank of India – EMD for Call Centre‟ payable at Mumbai. The EMD will not carry any interest. The EMD is refundable immediately to the non-selected respondents upon publishing the selection list at stage A and stage B of evaluation process as the case may be. In case of selected respondents, the EMD will be adjusted against the security deposit.

39 The EMD made by the Respondents will be forfeited if-

• • • • •

The respondent withdraws his tender before the same has been processed by the bank; The respondent withdraws his tender after processing but before issuance of Letter of Intent by Bank to enter into contract issued by Bank The selected Respondent withdraws his Tender before furnishing the security deposit The selected Respondent withdraws his tender before furnishing the Performance Guarantee, as required in this RFP. The Respondent violates any of the provisions of the terms and conditions of this RFP specification

6.2.1.2 Application Money The intending respondents will pay, along with responses, an Application Money of Rs.10, 000/-. (Rupees Ten thousand only). The application money shall be paid by demand draft / Banker’s cheque / pay order drawn in favour of “Bank of India – Application money for Call Centre ‟ payable at Mumbai. The application money is non-refundable.

6.2.1.3 Documents to be submitted for “A”-Business Proposal” The response shall be organized and submitted as per the following sequence:

a. Duly filled out Annexures to this document numbered A-I, A-II and A-III. Respondents should not deviate from these formats

b. Audited financial statements of immediately preceding accounting year, along with annual report.

c. Certified Copy of Certificate of Incorporation d. Bankers Cheque / DD for Earnest Money Deposit e. Bankers Cheque / DD for Application money f. Additional documents, if any, submitted in support of statements in said Annexures. g. List of (Bank’s & Financial) clients who have withdrawn their service from you in past one year and reason for leaving in brief.

h. A write-up, not exceeding 5 pages, detailing the following: 1. Details of the Respondent’s Asia-Pacific operations, if any. This should include number of staff, number and location of offices, types of services provided in regional market, how long organisation has operated in regional market, and growth rates (for example, as demonstrated through growth in staff numbers). 2. Details of the Respondent’s International operations, if any. This should include number of staff, number and location of offices, types of services provided in International market, and how long organisation been in operation. 3. In case the respondent is an affiliate of company incorporated outside India, details of the Respondent’s long-term commitment to the Indian market.

40 i.

A CD containing soft copies of all of the aforesaid.

All the relevant pages of the proposals are to be numbered and signed by an authorised signatory on behalf of the respondent. The numbers should form a unique running series across the entire document. All the aforesaid documents, including the CD, are to be submitted in ONE set in a sealed cover addressed appropriately as mentioned in clause no. 6.2.5 below, and super scribed “A- Business Proposal – Response to RFP floated by Bank of India for a Call Centre on 01st March, 2016.” And should be submitted to the addressee as directed under Clause 6.2.4. The template for Stage A – Evaluation of Eligibility is as per Annexure D.

6.2.2 Stage B – Technical Proposal This section represents the ability of the respondents’ ability in addressing the specific needs of the Bank for current service areas and potential future service requirements. This section will necessarily contain the following documents in hard copy.

a.

Terms of validity: A letter of undertaking from the respondent that all documents and information provided therein are valid for at least 180 days (6 months) from the date of closure. Business performance section: Respondent’s capability in serving Bank’s requirements, as per Annexure B-I, B-II & B-III. These Annexures should be duly completed in all columns as detailed in this document. Respondents should NOT DEVIATE from these formats. Please note that if the Respondent does not appropriately fill up the requisite columns, Bank will not be in a position to evaluate this proposal, leading to disqualification at this stage.

b.

c.

Any other document showing the list of activities and responsibilities, as deemed fit by the Respondent, to effectively provide Call Centre services to Bank. A CD containing soft copies of all of the aforesaid documents, preferably in any “read only” common software formats.

d. e.

All the above documents should be duly signed by authorised signatory, and serially numbered.

f.

Please give a bill of material, if any. (software, hardware, tools, etc., for workforce management and other functions All the above documents should be placed in ONE envelope with superscription “B – TECHNICAL PROPOSAL – Response to RFP by Bank of India for Call Centre services on 01st March, 2016 ” and should be submitted to the addressee as directed under Clause 6.2.4. The template for Stage B – Technical Evaluation is as per Annexure E.

g.

6.2.3 Stage C -Commercial Proposal The Response to this RFP should include Commercial Proposal, in the format prescribed as per Annexure C-I. This commercial proposal informs the Bank about the costs at which Respondent offers to serve the Bank.

41 a. Any Response without “Commercial Proposal” will not be taken for evaluation at all and will be rejected at stage A only.

b. The Commercial Proposal will be as per Annexure C-I only c. All columns in the Commercial Proposal should be filled in by the Respondent completely. d. The price quoted in the Commercial Proposal would be final and the respondent will agree to provide the required services as detailed in this “Request for Proposal” document, failing which Bank would invoke the liquidity damages mentioned in this document.

e. The Commercial Proposal shall be valid for 180 days from the date of submission. Any revision of Commercial Proposal is NOT possible after the same is submitted to the Bank.

f. The duly signed Commercial Proposal will be put in ONE envelope with superscription “C- COMMERCIAL PROPOSAL – Response to RFP by Bank of India for Call Centre services on 01st March,2016 ” and should be submitted to the addressee as directed under Clause 6.2.4

6.2.4 Lodgement of Response to RFP 6.2.4.1 Address for submission of Responses to RFP The Response to RFP, in THREE envelopes (A-Business Proposal, B-Technical Proposal & C-Commercial Proposal) containing all documents as mentioned in 6.2.1,6.2.2, and 6.2.3 should be submitted to the Bank at the following address: Bank of India, Star House 2, Customer Excellence (Alternate Delivery Channels) Department, Head Office ,6th floor, C-4, G Block, Bandra-Kurla Complex, Bandra East Mumbai-400051.

6.2.4.2 Response to RFP Closing Date & Time The final Response to this RFP must be received not later than 3:00 pm Indian Standard Time on 01st March, 2016. Any submissions not complying with the aforesaid timeframe are liable to be rejected.

6.2.5 Registration of Response to RFPs Registration will take effect when Bank of India receives the Response to this RFP from the Respondent. The response to RFP must contain all documents, information, and details required by this RFP document. If the submission of response to RFP does not include all the information required or is incomplete, the Response to RFP is liable to be rejected. All submissions, including any accompanying documents, will become the property of Bank of India. Respondents shall be deemed to license, and grant all rights to, Bank of India to reproduce the whole or any portion of their submission for the purpose of evaluation, to disclose the contents of the submission to other Respondents who have registered a submission and to disclose and / or use the contents of the submission as the basis for any

42 subsequent processes, notwithstanding any copyright or other intellectual property right that may subsist in the submission or accompanying documents.

6.2.6 Late Response to RFP Policy In general, the Responses to RFP should be received before the time and date mentioned under Clause 6.2.4.1, failing which the Responses will not be accepted. However, under specific circumstances, upon receiving detailed evidence to substantiate the reasons for a late response to RFP submission, Bank may consider accepting the same at its sole discretion. Responses to RFP lodged after the deadline for submitting the Response to RFP may be registered by the Bank at its sole discretion and may be considered and evaluated by the evaluation team at the Bank’s absolute discretion. It is clearly understood that the Bank has no obligation to accept or act on any reason for a late Response to RFP.

6.2.7 Response to RFP Validity Period Responses to this RFP shall remain valid and open for evaluation according to their terms for a period of at least six (6) months from the time as mentioned in Clause 6.2.4.2 above.

7 MISCELLANEOUS 7.1 Indemnity Respondent agrees fully and effectually to indemnify, defend and hold harmless the Bank and its officers, directors, employees, representatives, agents, and assigns (“Indemnified) at its own expenses against the Losses suffered or incurred by the Bank as a direct result of any negligent or fraudulent act or omission by it and its employees, in breach of any of its obligations contained or referred to in proposed Agreement. In addition, Respondent hereby also agrees to indemnify and hold harmless the Bank against the Losses claimed, made or incurred against the Bank arising out of or in connection with the performance or discharge of Respondent’s obligations and duties under this proposed Agreement or in respect of any Losses sustained or suffered by any third party, otherwise than by the Bank’s gross negligence or willful misconduct. Respondent understand, acknowledge and agree that this provision is the essence of the contract and, consequently, Respondent desires to provide the Bank (being Indemnified) with specific contractual assurance of each Indemnifier’s rights to full indemnification against any proceedings. If indemnification claim involves litigations from third party then the indemnification by Respondent shall be subject to: (a) The Bank having provided written notice within reasonable period of time about the event (b) Subject to Applicable Laws, the Bank will provide to Respondent an opportunity to defend (c) To the extent possible for the Respondent in Bank’s view, the Bank having taken due diligence exercise to mitigate or minimise the claim or liability. (d) The Bank refraining from accepting or admitting the claim or liability for Respondent (e) Bank reasonably cooperating with Respondent for defence of a third party claim and (f) The Bank restricted from giving any press release that results in compromise of Respondent’s defense of the indemnification

7.2 Cancellation of contract and compensation The Bank reserves the right to cancel the contract of the selected Respondent and recover expenditure incurred by the Bank on the following circumstances. The Bank would provide 30 days’ notice to rectify any breach/ unsatisfactory progress:

I.

The selected Respondent commits a breach of any of the terms and conditions of the RFP/contract. II. The selected Respondent becomes insolvent or goes into liquidation voluntarily or otherwise

43 III.

The progress regarding execution of the contract, made by the selected Respondent is found to be unsatisfactory. IV. If the selected Respondent fails to complete the due performance of the contract in accordance with the agreed terms and conditions V. An attachment is levied or continues to be levied for a period of 7 days upon effects of the tender.

7.3 Non-disclosure: All Bank’s product and process details, documents, data, applications, software, systems, papers, statements and business/customer information (hereinafter referred to as 'Confidential Information') which may be communicated to or come to the knowledge of Respondent and /or its employees during the course of discharging their obligations shall be treated as absolutely confidential and Respondent and its employees shall keep the same secret and confidential and not disclose the same, in whole or in part to any third party without the prior written permission of Bank nor shall use or allow to be used any information other than as may be necessary for the due performance by Respondent of its obligations. Respondent shall indemnify and keep Bank indemnified safe and harmless at all times against all or any consequences arising out of any breach of this undertaking regarding Confidential Information by Respondent and/or its employees and shall immediately reimburse and pay to Bank on demand all damages, loss, cost, expenses or any charges that Bank may sustain suffer, incur or pay in connection therewith. It is clarified that “Confidential Information” means any and all information that is or has been received by the Respondent (Receiving Party) from the Bank (Disclosing Party) and that; (a) relates to the Disclosing Party and (b) is designated by the Disclosing Party as being confidential or is disclosed in circumstances where the Receiving Party would reasonably understand that the disclosed information would be confidential (c) is prepared or performed by or on behalf of the Disclosing Party by its employees, officers, directors, agent, representatives or consultants. In maintaining confidentiality, the Receiving Party on receiving the confidential information and material agrees and warrants that it shall take at least the same degree of care in safeguarding such confidential information and materials as it takes for its own confidential information of like importance and such degree of care shall be at least, that which is reasonably calculated to prevent such inadvertent disclosure. Also, keep the confidential information and confidential materials and any copies thereof secure and in such a way so as to prevent unauthorized access by any third Party. The Receiving Party, who receives the confidential information and the materials, agrees that on receipt of a written demand from the Disclosing Party, they will immediately return all written confidential information and materials and all copies thereof provided to and which is in Receiving Party’s possession or under its custody and control. The Receiving Party to the extent practicable, immediately destroy all analyses, compilation, notes studies memoranda or other documents prepared by it and the same contain, reflect or derive from confidential information relating to the Disclosing Party. The Receiving party immediately expunge any confidential information, word processor or other device in its possession or under its custody & control and thereafter furnish a Certificate signed by the Authorized person confirming that best of his/her knowledge, information and belief, having made all proper enquiries and the requirement of confidentiality aspect has been complied with. The restrictions mentioned hereinabove shall not apply to -

(a)

any information that publicly available at the time of its disclosure or become publicly available following disclosure (other than as a result of disclosure by the disclosing Party contrary to the terms of this document), or any information which is independently

44 developed by the Receiving Party or acquired from a third party to the extent it is acquired with the valid right to disclose the same.

(b)

any disclosure required by law or by any court of competent jurisdiction, the rules and regulations of any recognized stock exchange or any enquiry or investigation by any government, statutory or regulatory body which is lawfully entitled to require any such disclosure provided that, so far as it is lawful and practical to do so prior to such disclosures, the Receiving Party shall promptly notify the Disclosing Party of such requirement with a view to providing the Disclosing Party an opportunity to obtain a protective order or to contest the disclosure or otherwise agree to the timing and content of such disclosure.

(c)

The confidential information and material and all copies thereof, in whatsoever form shall at all the times remain the property of the Disclosing Party and disclosure hereunder shall not confer on the Receiving Party any rights whatsoever beyond those contained in this document.

The confidentiality obligations shall survive the expiry or termination of the proposed Agreement between the Bank and Respondent.

7.4 Audit Bank reserves the right to conduct an audit / ongoing audit of the services provided by Respondent. Respondent should allow the Reserve Bank of India (RBI) or persons authorized by it to access Bank documents, records or transaction or any other information given to, stored or processed by respondent within a reasonable time failing which respondent will be liable to pay any charges/ penalty levied by RBI. Respondent should allow the Reserve Bank of India (RBI) to conduct audits or inspection of its Books and account with regard to Bank’s documents by one or more RBI officials or employees or other persons duly authorized by RBI.

7.5 Force Majeure Should either party be prevented from performing any of its obligations under this proposal by reason of any cause beyond its reasonable control, the time for performance shall be extended until the operation or such cause has ceased, provided the party affected gives prompt notice to the other of any such factors or inability to perform, resumes performance as soon as such factors disappear or are circumvented. If under this clause either party is excused performance of any obligation for a continuous period of ninety (90) days, then the other party may at any time hereafter while such performance continues to be excused, terminate this agreement without liability, by notice in writing to the other. "Force Majeure Event" means any event due to any cause beyond the reasonable control of the Party, including, without limitation, unavailability of any communication system, sabotage, fire, flood, explosion, acts of God, civil commotion, strikes or industrial action of any kind, riots, insurrection, war or acts of government.

7.6 Publicity Respondents, either by itself or through its group companies or Associates, shall not use the name and/or trademark/logo of Bank, in any sales or marketing publication or advertisement, or in any other manner.

45 7.7 Amendments Any provision of contract may be amended or waived if, and only if such amendment or waiver is in writing and signed, in the case of an amendment by each Party, or in the case of a waiver, by the Party against whom the waiver is to be effective.

7.8 Assignment Selected Respondent shall not assign, in whole or in part, the benefits or obligations of contract to any other person without the prior written consent of the Bank, such consent not to be unreasonably withheld. Provided that the Bank may assign any of its rights and obligations to any of its Affiliates without prior consent of Respondent.

7.9 Severability If any provision of this RFP / contract or any other agreement or document delivered in connection with this RFP / contract, if any, is partially or completely invalid or unenforceable in any jurisdiction, then that provision shall be ineffective in that jurisdiction to the extent of its invalidity or unenforceability, but the invalidity or unenforceability of that provision shall not affect the validity or enforceability of any other provision of this RFP / contract, all of which shall be construed and enforced as if that invalid or unenforceable provision were omitted, nor shall the invalidity or unenforceability of that provision in one jurisdiction affect its validity or enforceability in any other jurisdiction.

7.10 Captions and headings The captions and headings in this RFP are for convenience only and are not intended to be full or accurate descriptions of the contents thereof. They shall not be deemed to be part of this RFP and in no way define, limit, extend or describe the scope or intent of any provisions hereof.

7.11 Applicable law and jurisdictions of court The Contract with the selected Respondent shall be governed in accordance with the Laws of India for the time being enforced and will be subject to the exclusive jurisdiction of Courts at Mumbai. (with the exclusion of all other Courts).

7.12 Resolution of Disputes and Arbitration clause The Bank and the Respondent make every effort to resolve any disagreement or dispute amicably, arising in connection with the Contract, by direct and informal negotiation between the designated Officer of the Bank for Contact Centre and designated representative of the Respondent. If designated Officer of the Bank for Call Centre and representative of Respondent are unable to resolve the dispute within reasonable period as deemed fit by the Bank, they shall immediately escalate the dispute to the senior authorised personnel designated by the Bank and Respondent respectively. If even elapse of reasonable period as deemed fit by the Bank, after the commencement of such negotiations, both the parties are unable to resolve contractual dispute amicably, Bank can refer the dispute or disagreement to formal arbitration by appointing Sole Arbitrator under the provisions of Arbitration & Conciliation Act, 1996. The arbitration will be in English. The venue for such Arbitration shall be Mumbai.

46

There will be a Pre-bid meeting of all those respondents who wish to bid, on 21st March, 2016 at 3.00 P.M in the conference hall on 8th Floor, at Star house C-4 G block BKC Bandra East Mumbai-400051.

Shri. Romesh Mirakhur Assistant General Manager Customer Excellence (Alternate Delivery Channels) Deptt Bank of India C-4, G Block, Star House-2, 6th floor, Bandra Kurla Complex, Bandra (East) Mumbai-400 051. Tel.61319453

Shri. Santosh Kumar Sinha Chief Manager Information Technology Dept. Bank of India, C-4, G Block, Star House-2, 8th floor, Bandra Kurla Complex, Bandra (East) Mumbai-400051.tel: 61319843

Response to RF EOI`

Business Proposal Annexure A-I

The General Manager (Alternate Delivery Channels) Bank of India Star House-2, C-4, G Block, Bandra Kurla Complex, Bandra(East), Mumbai 400051. Dear Sir, RE: Response to REP – Call Centre services for Bank of India We refer to your advertisement dated _______inviting responses from Respondents for providing Call Centre services. In response to the above, we submit herewith our Response document as per the format prescribed by the Bank along with all necessary documents, as listed in the following Table of Contents: Table of Contents Sr.No. Documents Whether enclosed (Yes/No) 1

Particulars required for assessing whether the Respondent meets Eligibility Criteria as per Clause 4.1-Annexure II

2

List of clients as per Annexure A-III

3

Audited Financial Statements( Audited Balance sheet and Profit and Loss Account for the year 2012-13,2013-14 & 2014-15 as per Col 10 of Annexure –II

4

DD/Banker’s Cheque No._______dated __________for Rs.10,00,000/-(Ten lac only) drawn on Bank of India-EMD for call centre payable at Mumbai

5

DD/Banker’s Cheque No.__________dated________for Rs.10,000/(Ten Thousands only)drawn on Bank of India- Application Money for Call Centre payable at Mumbai

6

CD containing soft copies, in PDF format as per clause 6.2,1,3

We hereby declare that we have read and understood the terms and conditions mentioned in the REP document issued by Bank of India for Call Centre services and we agree to be bound by the same. If Bank awards for providing Call Centre services, we hereby agree to enter into contract with the Bank for at least a period of 5 years for providing required services under the given SLA parameters and make the project Go-live within 2 months from the date of work order failing which Bank is entitled to claim liquidated damage s as mentioned in the REP document. We hereby certify that all the information furnished in this document are true and correct to the best of our knowledge and belief. We understand that in case any of the information provided by us is found incorrect or not in conformity with the requirements of the Bank, this response to REP may summarily be rejected and be subjected to liquidated damages. Signature of Authorised Signatory Name: Designation: Date:

Company’s stamp/seal:

Annexure A-II Particulars required for assessing whether the Respondent meets Eligibility Criteria as per Clause 4.1 No

Particulars

1

Name of the Company

2

3

Details

a. Constitution (whether public/private limited company) b. Whether the company is registered in India(Yes/No) Date of incorporation (Please attach a copy of Certificate of incorporation of the company)

4

Address of Registered Office

5

Contact person •

`Single point of Contact’ on regular basis and • Alternate `point of contact’ in case this source is not reachable Please include address, phone numbers and email address 6

Address for Communication: Pl include

7

• Postal address with pin code • E-mail address • Phone numbers Name of Directors

1. 2. 3. 4. 5. (Attach separate sheet if required)

8 9

Organisation structure a. Registration with Do T or any other agency (pl specify) authorized by DoT. (Enclose documentary proof) b. Certifications obtained (Please attach the copy of certificates)

Attach separate sheet

10

Financial profile:

2012-13

2013-14

2014-15

Gross Revenues Turnover Net profits 11

a. Whether the Respondent is operating with an aggregate of 10000 FTEs during the past TWO years for India domestic call centre voice operations b. Details Call Centres owned by the Respondent as below in support of answers to 11(a) above

Yes/No ( Certificate of CA to be attached)

Location

No.of seats

No. of FTEs

Date of commencement of operations

No.of seats

Banking Client’s turnover

1 2 3 4. 5

12

Details of Respondent’s banking clients with total business of Rs.150000 crore, and providing in-bound customer care services

Banking Client’s Name

1. 2. 3. 4. 5.

No.of FTEs

13

Please provide TWO client references,(Banking and non-banking clients)with whom, the Bank of India may interact for obtaining references Client 1

Name of the client Contact person’s name Position Contact Number(land and mobile Address E-Mail Address

Client 2 Name of the client Contact person’s name Position Contact Number(land and mobile Address E-Mail Address

Signature of Authorised Signatory Name: Designation: Company’s stamp/seal: Date:

Business Proposal

Annexure A – III List of Clients –Banks

Sr No

Name and address of the Client Bank

No.of Seats

No.of FTEs

Scope of services provided

Total Does the Business of scope of client Bank services include inbound transaction based services? Give brief details of such processes

List of Clients- Others Sr. No.

Name and address of the clients

No.of seats

No.of FTEs

1 2 (Please attach separate sheets if required)

Signature of Authorised Signatory Name: Designation: Company’s stamp/Seal Date:

Scope of Services provided

Technical Proposal

Annexure B-I

Criteria

Response by Respondent

Service Provider Profile

1. Service Provider Organisation Overview :

Rs.in crores

1.a. Financial Profile

2012-13

2013-14

2014-15

Upto Dec’15

Net profit Gross Revenues General Reserves Gross turnover Share price for the last 3 years-at weekly breaks

1.b Organisation Structure

Structure(Attach separate sheet)

1.c Top Management Profile Team Profile

Director-1

Director-2

Director-3

Director-4

Name

Qualifications

Professional exp

Banking industry (years) Call Centre/BPO industry as what Call Centre/ BPO industry with banking processes as what? Experience of heading implementation of banking process to any client Director in this company since when ?

Directors in other companies

Name of the Company Since when Any other special expertise Any other, pl specify

2. Service Provider Business Profile & Strategy 2.a.

Criteria

Current Business Profile No.of years

No.of seats

For Inbound process Processs Banking & Financial Services Financial Services Telecom Retail Manufacturing E-Governance Any other, specify Country-wise

India United states of America

European countries South-east Asian countries Others

Break up of business revenues

For 2012outbound 13 process

201314

201415

Upto Dec’15

Within India – Territory wise

North South East West C all centre channels used

Voice Live chat SMS Email Any other

Future Business Strategy FY 15-16 Focus Area-industry Focus Area-Inbound processes Focus Area –Outbound processes Focus Area – Geographical coverage Capacity in terms of Number of seats Business Revenues Acquisitions & Alliances in process

FY 16-17

FY 17-18

Reasons

3. Service Providers Management practices and procedures, currently being followed 3.a Financial management practices Share-holding pattern What are your capital funding practices? What are your funds flow management practices? Who is your primary banker?(name,branch) 3.b Marketing Management Practices What is your customer creation and retention practices? What are the standards set by you on business ethics in terms of customer service deliverables? What is your pricing model and strategy? What are your after sales support models? 3.c HR policies and practices What are your high level recruitment and retention policies? Brief note on sources of recruitment What are your high level HR development policies and strategies? 3.d Process & Project management practices What are your high level implementation strategies after obtaining a contract? What is average timeframe for implementation of new projects What is your success rate in meeting the project objectives in first phase of implementation?

Dedicated practice area and core competency 4.a Dedicated practice area What are the geographical areas, you are currently servicing?(countries, within the country states whatever) What is your specific expertise gained in those geographies in terms of cultural expertise, consumer behavior tracking etc. 4.b Core competency-Processes” Processes

Number of seats Voice

Inbound order-taking Lead creation Service request registration Recovery/collection Inbound cross selling and up Outbound tele marketing Follow-up of leads-appointment fixing, product offer SR processing-cheque book issue, statement emailing etc Post sales support KYC verification Customer satisfaction survey Customer loyalty programmes Market research- teleinterview Any other processes-Pl specify

Email

Live-chat Web service

Any other

4. Respondent’s expertise in handling Call centre services in regional languages

What are the languages you are handling?

Number of seats

Number of Since Agents & when Team Leads

How do you manage scripting?

Training materials in regional language?

Language-1 Language-2 Language-3 Language-4 Give an account on multi lingual capabilities of your Agents/Team Leads

Conformance with Service Requirements(SLAs) of existing clients 5. Compliance to Service Level Agreements Give SLA parameters set for you by existing Top 5 clients

6.a Service Level Agreements CLIENT -1 Call Answer or equivalent Call Abandonment Rate First Call Resolution Rate Average Handling time Fatal Error C-SAT Any other SLAs, pl specify

Benchmarks

2012-13

2013-14

2014-15

Upto Dec’15

CLIENT -5

Benchmarks

2012-13

201314

2014-15

Upto Dec’15

Call Answer or equivalent Call Abandonment Rate First Call Resolution Rate Average Handling time Fatal Error C-SAT Any other SLAs, pl specify

6.b

What are the tools being used by you for measuring the SLA parameters?

6.c

What are the tools being use by you for measuring the SLA parameters?

6.d

What are your HR practices , while SLA compliances are deficient?

6.e

What are your methods of improving the SLA standards? 7

Use of Subcontractors

Processes, subcontracted

KYC Verification Customer loyalty programmes Market research-tele – interview Recruitment Process Employee Verification process

Name of Contractor

Since when & for how long

Back-up Arrangement, in case of breach

Risk in a 5 Any other point scale, hampering the operations

Competency testing for selection Performance Management Power, GenSet Maintenance Software Maintenance Hardware Maintenance Physical Security Management Any other processes What are your Dependency Risk –mitigation strategies?

Business Process Expertise, specifically in Banking Industry 8

Banking Industry Specific skill Sets

Domestic/Foreign Industry processes

Banking

Account Team Profile No. of seats

Inbound Customer CareQuery-Response Outbound-sales and collections Service Request Processing expertise Basic banking transactions Complaints management processes Market research and survey processes

Size

Experience

Banking Knowledge

9

Specific compliance requirements for a Call Centre

What are the specific Compliance requirements for a banking industry Call centre? Out of the above, what are the requirements, you are currently complying with and how? Do you feel the Bank will need to comply with any special compliance requirements? If any, what are they?

Technical Expertise 10

Technical Expertise – (Hardware/software/Telecom) 10.a Information Technology Name of the tool

Tools

Whose? Or Own?

CRM CTI HR Mgmt Systems Performance Appraisal systems Quality Mgmt Tools Business Intelligence tools What is your technical expertise in providing Call centre services to a large service sector industry, including indigenous software/hardware/systems developed for providing the services?

10.b

Software platforms

Integration aspects

No.of Users

Any other

11

Technical Infrastructure Requirements

11.a Technical Requirements Pcs – configuration/or any other Other IT infrastructure for the Agent/team leader workstation Software support-CTI Software support-CRM Telecom infrastructure Any specific software tools/ accelerators required Any other

11.b Physical Infrastructure Workstations-dimensions & furniture Air-conditioning, lighting, rest rooms, lockers

No

Configuration Specifications

Suggested Make

Physical security access control,

arrangements-CCTV,

Any other

12

Security (IT & Data)

12.a Security initiatives for Personnel Do you take a Non-disclosure agreement? From whom and how far is enforceable? What are your formal disciplinary action procedures in case of security breach Explain your employee reference checking process Do you conduct training sessions on data security and how? Are your adapting ISO 27001 security practices or any other security practices? Please specify.

12.b Security initiatives – Data /IT What are the Fire-walls used by you?

/software

What are the measures for security for PCs and coping devices? How do you prevent use/installation of unauthorized software? What are the security measures taken while giving Internet, Email facilities to employees, to ensure data – security? 12.c Security initiatives – Physical infrastructure What are your Physical security measures? Give an account on Access Card systems, Circuit TV and monitoring etc How are ensuring security while subcontracting/outsourcing services to a third-party vendor?

13

Transition Process

13.a Entry Transition Process – from Bank to Service Provider A quick project plan for implementation of contact centre services Dependencies at various stages, such as integration with CTI, CRM

13.b Exit Transition Process – from Service Provider to Bank Transition time frame and activities Data transfer strategy Transfer of licenses /rights acquired for servicing the Bank Transfer of systems, procedures, policies etc. What will not be transferred to Bank

Human Resources 14

Respondent’s current Human Resources Management practices

14.a Recruitment and Retention Recruitment process and sourcing Screening and appointment Average time to recruit and train a fresh resource Average time to recruit and train a experienced resource Annual Attrition(%) for agents Annual Attrition (%) for Team Leaders Measures to prevent /reduce attrition

14.b Training, development and career planning On the job and off the job training, online training Knowledge testing and certification Management development programmes Career development programmes 14.c Quality Management Practices & SLA adherence Performance appraisal & Quality assurance Measures to improve quality & development methods Procedures for dealing with disputes

15.

Relationship Management(Account Team) for the providing services to Bank Please give a brief account of the proposed account team for the Bank, giving the following particulars Account Team Organisation & staffing

profile

Team

Name & position

BPO Experience

Banking BPO experience

Qualifications

Any other

Business Domain experts Expert 1 Expert 2 Technical experts for BPO processes Expert 1 Expert 2 Operational Experts Expert 1 Expert 2 Account Team Organisation structure Give an overview into the Respondent’s policy towards developing the Account Team

16.

Operational Team-Resourcing for providing services to Bank 16.a

Operational Team Organisation & Staffing

Seeking the Respondent to present the proposed operational team for the Bank Members Agents Team Leaders Supervisors Managers Quality Assurance Executives Quality Managers IT Executives IT Managers Admin Executives Admin Managers

HR Executives HR Managers

Number

BPO Experience

Banking BPO experience

Qualifications

Any other

Ratios Agent-Team leader ratio Managers, supervisors, ad executives Quality assurance team to HR Team Proposed Organisation Stru Give an account on commu interpersonal skills, to be bu

16.b

min Agent cture nication, ilt

Resources mobilization plans for Operational Team

Sources of human resources Recruitment processes/cycle Retention plans and re-recruitment strategy

16.c

Operational Team Developmen

An overview into the Respondent’s policy and practices towards developing the operational team

Training

Functional training Training on business etiquettes and communication skills Managerial skill development programmes Online training

No.of Days Testing By By Bank Company

Benchmarks Graduation

16.d

Performance appraisal and monitoring

An quick overview into the performance appraisal methods, practices and procedures planned to be put in place for the operational team dedicated for Bank’s services. Performance Appraisal Methods, procedures and parameters Benchmarks/standards/Quality Scores Compliance procedures to quality standards Reward / punishment mechanisms Performance Reporting Methods/formats of regular reporting Periodicity of reports Requirements from Bank to improve the quality 17 References 17.a Reference – Enterprise-wide Seeking the respondent to provide at least TWO references from their existing clients, with whom Bank may interact Name of the company Contact person Contact details, etc Processes handled Share of revenue/turnover from the referees 17.b Reference – Specific Account Team Seeking the respondent to provide at least TWO references, from whom the Bank can obtain opinion in respect of the proposed Account Team, handling the Bank Name of the company Contact person Contact details etc Processes handled Share of revenue/turnover from the referees

No

1 2 3

Location/Respondent’s Existing Contact Centre for Site Visit Appropriate Location Address No.of Process being time band for seats handled(e.g.banking, visit credit card,telecom sales,recovery,)

Contact Details (Contact person & telephone numbers)

Technical Proposal Annexure B-III Compliance Certificate

Date:

Ref. No. The General Manager Customer Excellence (Alternate Delivery Channels) Bank of India, Head Office, Mumbai - 400 051. Dear Sir, Ref: Establishing of Call Centre 1.

2. 3. 4. 5. 6. 7. 8. 9.

10.

Having examined the Request for Proposal including all response templates, the receipt of which is hereby duly acknowledged, we, the undersigned offer to provide end to end service for the Bank in conformity with the said RFP and in accordance with our proposal and the schedule of Prices indicated in the Price Bid and made part of this bid. If our Bid is accepted, we undertake to carry out the assignment as per laid down parameters. We confirm that this offer is valid for six months from the last date for submission of RFP to the Bank (RFP closing date) This Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract upon us. We undertake that in competing for and if the award is made to us, in executing the subject Contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988” We agree that Bank is not bound to accept the lowest or any Bid that the Bank may receive. We have not been barred/black-listed by any regulatory / statutory authority and we have the required approval to be appointed as a Respondent to provide the service to Bank. We shall observe confidentiality of all the information passed on to us in course of the tendering process and shall not use the information for any other purpose than the current tender. We certify that we have provided all the information requested by the Bank in the format requested for. We also understand that the Bank has the exclusive right to reject this Offer in case the Bank is of the opinion that the required information is not provided or is provided in different format. The Respondent represents and warrants that all necessary approvals, permissions and authority have been obtained to participate to submit this proposal in response to this RFP.

Signed & Dated Seal & Signature of the Respondent Phone No. Fax No. Place

E-Mail: Date:

Commercial Proposal Annexure C-I COMMERCIAL PROPOSAL This is the commercial proposal for the Response to RFP issued by Bank of India for providing fullfledged Call Centre services. These costs indicated below are final and we, the Respondent, agree to provide the Call Centre services as detailed in the Bank’s: Request for Proposal” issued on --------------- by the Bank. The Call Centre services will be governed by the Service Level Agreement” to be entered into the Bank with us, which will encompass the services mentioned in the above referred “Request for Proposal” Cost per FTE per shift per month No. Description Costs (INR) / (%) A 1 Cost per FTE per shift per month (For the first year) (INR) 2 Escalation as 5 % to cost per FTE per shift per month for second year over first year (%) Escalation as 5 % to cost per FTE per shift 3 per month for third year over second year (%) Escalation as 5 % to cost per FTE per shift 4 per month for Fourth year over third year (%) Escalation as 5 % to cost per FTE per shift 5 per month for fifth year over fourth year (%) Escalation as 5 % to cost per FTE per shift per 6 (%) month for sixth year over fourth year * Escalation as 5 % to cost per FTE per shift per 7 (%) month for seventh year over fourth year * Cost per Call B Cost per Call for the second year 1 (Since Bank will consider to use this quotation only (INR) during the second year of operation) Cost per Call for the Third year 2 (INR) 3 4 5

Cost per Call for the Fourth year Cost per Call for the Fifth year Cost per Call for the Sixth year

6

Cost per Call for the Seventh year

* *

(INR) (INR) ( INR) (INR)

*( for reference only not for tecno-commercial evaluation) The above quotation is in compliance to Clause No. 5.4 (including sub-clauses under this clause) of RFP document. The costs to be shown above are EXCLUSIVE OF TAXES. All applicable taxes at actuals will be paid by Bank separately. Any TDS deductible, as per the Income Tax Regulations, will be deducted from amounts payable to the vendor. The above quoted costs are valid for at least 180 days from the date of closure. Yours faithfully, Authorised Signatory Name: Designation :

Company’s stamp / seal

Date:

Annexure D Template for “Stage – A – Evaluation of Eligibility”

No.

Date of receipt

Name of Vendor Response as per Annexure

1 2 3 4 5 6 7 8 9 10.

A-II 2 (a)

A-II (11-a) & (11-b)

A-II (12)

A-II (12)

A-II (10)

A-II (10)

A-II (9-a) & (9-b)

Annexure - E Template for “Stage – B Technical Evaluation”

Item Weights I

Item Importance (0-5)

Proposal Score (0-5) 5 = Best

Total Points

Para / Section Reference in RFP

Provider RFP process management capability 1)

Compliance with the RFP process

2)

Compliance with the RFP timetable

3)

Quality of clarification questions

4)

Compliance with provider proposal format

5)

Compliance with provider pricing format

6)

Quality of proposal documentation

7)

Proposal presentation

II

Service Provider profile 1) 2)

Service Provider organization overview (financial profile, Organization structure) Provider business profile and strategy

3)

Service Provider’s Management practices and procedures

4)

Dedicated practice area and core competency

5)

Service Provider’s expertise in handling contact centre service in regional languages. Conformance with Service requirements (SLAs) of existing clients

III 6)

Compliance to Service Level Agreements

Annexure B-I Column 1.a,1.b.1.c Annexure B-I Column 2.a,2.b Annexure B-I Column 3.a,3.b.3.c.3.d Annexure B-I Column 4.a,4.b Annexure B-I Column 5

Annexure B-I Column 6.a,6.b,6.c,6.d.6.e

Item Weights 7)

IV)

Use of subcontractors

Banking Industry-specific skill sets

9)

Specific Compliance Requirements for Call Centre

Total Points

Para / Section Reference in RFP Annexure B-I Column 7

Annexure B-I Column 8 Annexure B-I Column 9

Technical Expertise

10)

Technical Expertise – (Hardware /software / Telecom)

12)

Security (IT and Data)

13)

Transition Process

VI)

Proposal Score (0-5) 5 = Best

Business process expertise, Specially in Banking Industry

8)

V)

Item Importance (0-5)

Annexure B-I Column 10 Annexure B-I Column 12 Annexure B-I Column 13

Human Resources

14)

Respondent’s current Human Resources Management practices

15)

Relationship Management (Account Team) for providing services to Bank

16)

Operational Team - Resourcing for providing services to Bank

VII)

Due Diligence

17)

References - Enterprise wide References - Specific team personnel

Annexure B-I Column 14 Annexure B-I Column 15 Annexure B-I Column 16

Annexure B-I Column 17

Request for Proposal For Outsourcing, Establishment and

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