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Project: Inbound customer support for Shiprocket

Project Proposal :Shiprocket Customer Support

 

Project Objective : To engage firms/enterprises or startups/contact centers in providing inbound customer support to the customers of Shiprocket (existing and new)

 

Project Duration : 35 Months . | Project Type : Inbound customer support

 

Company Background: The Company is a well established organisation in logistics services across India.

The Partners- Who are we looking for !

We, in our strategy to expand to new markets, are looking for a professional Contact Center whose core competency is providing customer support through handling inbound calls.

Selection Criteria:

We will select Contact Centers based on the following selection criteria.
In order of importance:
1. Proven capabilities and track record in BPO Operations/Call Center services,
2. Open to work with a fixed pay/seat (with weekly/fortnightly/monthly payouts).
3. Availability of a solid teleselling/computing infrastructure (including predictive calling, call recording, internal quality assurance and training). Contact Centers will need to provide the service using their own CRM and outbound infrastructure. They will also need to record all calls and provide them on request.
4. Flexibility to accommodate ramp ups and ramp down of business.

5. Ability to recruit top level language native or near native workforce within very tight timeframes (up to 10 FTE/Week).
6. Delivers “out of the box” and creative solutions that provide a competitive advantage to us.

All support staff employees (whether direct or through third party) will have a clean criminal background. We will be free from the consequences arising from commission of crimes by Contact Center or Subcontractors employees.

Further requirements for the Contact Center

Contact Center will provide a minimum of 20 FTE (excluding Team leader and/or supervisor). Contact Center will have the ability to grow the team up to 20 FTE without any notice to us.
Contact Center will communicate further increase with a minimum of 15 days’ notice period. Any increase exceeding 20 FTE will need to be agreed in writings by us. We will provide the first “train the trainer” session as well as recorded calls for training purposes.
Contact Center is required to provide any further training to new employees and to comply with any quality feedback provided by our quality personnel. Contact Center is required to comply with Privacy regulations pursuant current (country specified) and local H&S Legislation and to comply in full with local labor law applying in their respective Countries.

*Contact Center is required to have a reliable internet connection with a minimum of 100Mb/s bandwidth with a primary internet provider.
Contact Centers (at all times during the Term of the contract), will maintain and use in providing the Services (at its own expense and risk), services and software necessary to provide the Services including, without limitation, internet access, phone lines, headsets, switches, equipment and software needed to efficiently
and accurately handle all Customer telephone, and email inquiries, including all costs associated therewith.

Workstations.

Call Center Sales Agents (or SAs) and support staff will have access to and use a designated number of our tools and Database and Contact Center is required to provide the Services.
Workstations for the SA at a ratio 1:1 with the following minimum features:

  1. Windows 10 Desktops: Pentium orei3 or above
  2. Network Card and network Connection
  3. 2Gb RAM (4Gb RAM is recommended)
  4. 60+ GB HDD
  5. 17” Monitors, set to 1024×768 or higher resolution (19” is recommended)
  6. Google Chrome
    Other basic infrastructure requirements

Payout 

We will compensate the selected Contact Centers with an attractive fixed seat pay or a commission structure as per the discussion. On an average, the contact center will be paid a fixed payout of Rs 63,000/seat/month. Payments will be made every 30 days where payments could be revised and increased depending upon the responsibility and roles assigned..
Incentives will be distributed extra as per the performance.
NOTE: the term of the proposed agreement shall be 35 months renewable with the flexibility to ramp up to as many as 100 seats and ramp down to as few as 10 seats..

What kind of Manpower do you basically need ?

Well, you basically need people who are :
● Able to handle inbound calls and serve customers
● Who have excellent communication skills
● Who can easily influence people on the phone
● Excellent proactiveness
● Good customer service skills
● Who are multilingual

Review

We will review and analyze information received through the contact center qualification form in response to this Request for Information (RFI) to determine the feasibility of choosing the right Contact Center for these products/services. Any request for cost information received will be used solely to gain a perspective of the potential budgetary magnitude. Responses to this request will be reviewed for informational purposes only and will not result in the award of a contract. Contact Centers submitting a response to this RFI are not prohibited from responding to any related subsequent solicitation. We will respond about selection/rejection of the Contact Center within 10 business days upon receiving this Request for Information (RFI).
Business Drive holds full rights to allocate the project to call centers only after completing background checks and necessary inspections. It also holds the rights to NOT allow any contact centre to proceed with the project if the compliance is not met.

Business Drive
9 Prestige Blue Chip, Hosur Road
Nr. Dairy Circle, Kormangala. Bangalore. Karnataka
Email : hello@biznessdrive.com
Website : https://biznessdrive.com

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