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Request for Proposal For

Outsourcing,

Establishment and Management

Of

CALL CENTRES

in two different seismic zones

Date of Issue: 12.01.2018

Reference No. HO:CEBB:2017-18:01

This document is meant for the exclusive purpose of Bidding as per the Specifications, Terms, Conditions and Scope indicated and shall not be transferred, reproduced or otherwise used for purposes other than for which it is specifically issued.

Bank of India Customer Excellence Branch Banking Department 2nd Floor, Star House – I, C-5, G-Block, Bandra Kurla Complex, Bandra (East), Mumbai-400051

RFP for Outsourcing Call Centre

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RFP Details in Brief

[Please note: The above mentioned are tentative dates and the Respondent acknowledges that he/she cannot hold Bank responsible for any revision in these dates. The bids will be opened in the presence of respondents who choose to be present at the time of opening of bids.]

Issued by:

General Manager

Bank of India

Customer Excellence Branch Banking Department, Star House I,

C-5, G Block, Bandra Kurla Complex, Bandra (East), Mumbai 400051

Sr. No.

GENERAL DETAILS

1 Tender Reference Number HO:CEBB:2017-18:01 Date: 12.01.2018

2 Brief Description of RFP Selection of Vendor for setting of two Call Centres in different seismic zones

3 Bank’s address for communication and submission of RFP

Bank of India Customer Excellence Branch Banking Department, Star House, C-5, G Block, Bandra Kurla Complex, Bandra (East), Mumbai 400051 Email: [email protected] [email protected]

KEY DATES

1 RFP Issuance Date 12.01.2018

2 Last Date and Time for submission of pre-bid queries/ reporting any error (via email)

19.01.2018 – 3:00 p.m.

3 Pre-Bid Meeting (Time) 22.01.2018 – 3:00 p.m.

4 Date of Replies to pre-bid queries 25.01.2018

5 Last date and time for submission of RFP physical bids

02.02.2018 – 3.00 p.m.

6 Date and Time of opening of Eligibility & Technical Offers/ Bids

02.02.2018 – 3:30 p.m.

7 Communication of Results of Eligibility to successful respondents

03.02.2018

8 Site Visit 05.02.2018 to 07.02.2018

9 Date and Venue of presentation 09.02.2018 Bank of India Customer Excellence Branch Banking Department, Star House I, C-5, G Block, Bandra Kurla Complex, Bandra (East), Mumbai 400051

10 Announcement of Technical Bids qualifiers

14.02.2018

11 Date and time of opening commercial Bids

15.02.2018 – 3: 00 p.m.

12 Application Money Non-refundable Rs.25,000/- in the form of Demand Draft/ Bankers’ Cheque payable at Mumbai

13 Earnest Money Deposit/ Bid Security Rs.10,00,000/- in the form of Demand Draft Bankers’ Cheque payable at Mumbai

mailto:[email protected]


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Abbreviations used in this Document:

Abbreviation Expansion

ACD Automatic Call Distributor

AHT Average Handling Time or Average Call Resolution

AMC Annual Maintenance Contract

ATM Automated Teller Machine

ATS Aggregate Technical Score

ATT Average Talk Time

BBPS Bharat Bill Payment System

BNA Bank Note Acceptor

BHIM Bharat Interface for Money

BPO Business Process Outsourcing

CA Chartered Accountant

CASA Current And Savings Account

CBS Core Banking Solution/Centralized Banking Solution

CCTV Closed Circuit Television

CD Compact Disk

CDK Cash Deposit Kiosk

CMS Call Manager System

CRM Customer Relationship Management

CSA/ Sr. CSA Customer Service Associate Senior Customer Service Associate

CTI Computer Telephone Integration

CVC Central Vigilance Commission

DC Data Centre

DD Demand Draft

DOT Department of Telecommunication

DR Disaster Recovery

EMD Earnest Money Deposit

EMI Equated Monthly Installment

FD Fixed Deposits

FTE Full Time Equivalent

GST Goods and Services Tax

HNI High Net worth Individual

HR Human Resources

IBA Indian Banks Association

INR Indian Rupee

ISO International Organisation for Standardisation

IT Information Technology

IVR Interactive Voice Response

KPI Key Performance Indicator

KYC Know Your Customer

MIS Management Information System

MPLS Multiprotocol Label Switching

NASSCOM National Association of Software and Services Companies

NDA Non-Disclosure Agreement

NDNC National Do Not Call


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NEFT National Electronic Funds Transfer

NPA Non-Performing Asset

NRI Non Resident Indian

OTP One Time Password

PBK Pass Book Printer Kiosk

PC Personal Computer

PIN Personal Identification Number

PPF Public Provident Fund

PRI Primary Rate Interface

PSB Public Sector Bank

RBI Reserve Bank of India

RFP Request for Proposal

RRB Regional Rural Banks

RTGS Real Time Gross Settlement

SLA Service Level Agreement

SME Small & Medium Enterprise

SMS Short Message Service

SOW Scope of Work

Sr. CSA Senior Customer Service Associate

TAT Turn-around Time

TDS Tax deducted at sources

TPIN Telephone Personal Identification Number

TRAI Telecom Regulatory Authority of India

UPS Uninterrupted Power Supply

USB Universal Serial Bus

WAN Wide Area Network

This document is meant for the specific use by the Company/person/s interested to participate in the current tendering process. This document in its entirety is subject to Copy right Laws. Bank of India expects the respondents or any person acting on behalf of the respondents strictly adhere to the instructions given in the document and maintain confidentiality of information. The respondents will be held responsible for any misuse of information contained in the document, and liable to be prosecuted by the Bank in the event that such a circumstance is brought to the notice of the Bank. By downloading the document, the interested party is subject to confidentiality clauses.


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TABLE OF CONTENTS

1 Introduction 9 1.1 Information Provided 9 1.2 Respondent 9 1.3 Confidentiality 10

1.4 Questions & Clarifications 10 1.5 Pre-Bid Meeting 10 1.6 Treatment of RFP Response –Deviation 11 1.7 Disclaimer 11

1.7.1 Costs Borne By Respondents 12 1.7.2 No Legal Relationship 12 1.7.3 Respondent’s Obligation to Inform Itself 12 1.7.4 Errors and Omissions 12 1.7.5 Acceptance of Terms 12 1.7.6 RFP Closing Date 13 1.7.7 Submission to Bank 13 1.7.8 Registering of RFP 13 1.7.9 No Commitment to Accept Lowest or Any Offer/ Bid 14 1.7.10 Disqualification 14

1.8 Evaluation of Offers 14 1.9 Contractual Commitment 14 1.10 Code of Conduct 14 1.11 Duration of Contract 15 1.12 Location of Call Centres 15 1.13 Master RFP 15 1.14 Annexure Seeking Response for Evaluation 16

2 Scope of Work – Structure and Service Requirement 16 2.1 About Bank of India 16 2.2 Scope of Call Centre functions and coverage 17 2.2.1 Scope of functions and coverage 17 2.2.2 Overall Call View: Suggested Call Flow 19 2.3 Business Services 19 2.3.1 Inbound Calls 20 2.3.2 Outbound Calls 23 2.3.3 Email and Chat based services 25 2.3.4 Segmentation 25 2.4 Phased introduction of functions covered under scope 26 2.5 Model of Bank of India Call Centre 26 2.5.1 Call Centre Infrastructure 26

2.5.1.1 Hardware, Software, Telecom Facilities 27 2.5.1.2 Functional Requirements of IT Components 27 2.5.1.3 Call Centre Applications 28 2.5.1.4 Campaign Management 28 2.5.1.5 Performance Monitoring 28 2.5.1.6 Recording 29 2.5.1.7 Other Channel and New Initiatives 29 2.5.1.8 Responsibility of Vendor for Bank’s Property 29 2.5.1.9 Respondent WILL further provide 29 2.5.2 Real Estate 30


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2.5.3 People 30 2.5.4 Bank’s staff members in Managerial positions 30 2.5.5 Call Centre Timings & Holiday 30 2.5.6 Languages 31 2.5.7 Seat Capacity & Scalability 31 2.6 Service Requirements 31 2.6.1 Number of Agents 31 2.6.2 Manpower Profile 32 2.6.3 Training 33 2.6.4 Staff Retention programme 34 2.6.5 Assessment & Remedial Action 34 2.6.6 Quality Management 34 2.6.7 Industrial relations and discipline 34 2.6.8 Remuneration to employees of Respondent 35 2.6.9 Insurance Coverage 35 2.6.10 Compliance to labour laws 35 2.6.11 Prevention of Harassment to Women Employees 35 2.7 Service Level Agreements (SLA) Compliance and Penalties 35 2.7.1 SLA Parameters 35 2.7.2 Penalties 37 2.7.3 Definitions, Penalties and details of SLA parameters 37 2.7.3.1 System Availability 37 2.7.3.2 Call Answer 37 2.7.3.3 Call Abandonment Rate 38 2.7.3.4 First Call Resolution Rate 38 2.7.3.5 Average Handling Time 38 2.7.3.6 Occupancy 39 2.7.3.7 Utilization 40 2.7.3.8 Fatal Error 40 2.7.3.9 Customer Satisfaction 41

2.7.3.10 Overall Penalty 41 2.8 Liquidated Damages 42 2.9 Set-off 42 2.10 Archival of Call Centre Data 42 2.11 Exit Management 43

3. OTHER REQUIREMENTS 43 3.1 Governance and Management 43 3.2 Management Information System – Report Requirement 44 3.3 Project Go-Live & Scale-up 44 3.4 Period of Service 44 3.5 No outsourcing by vendor 45 3.6 Compliance with Laws 45 3.7 Violation of Terms 46 3.8 Performance guarantee and security deposit 46 3.9 Continuity of Business 47


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4. ELIGIBILITY CRITERIA 47 4.1 Eligibility 47 4.2 Submission of particulars 48 4.3 Evaluation 48 4.4 Rights reserved by the Bank 48 4.5 Adherence to Standards 48 5. EVALUATION CRITERIA 49 5.1 Evaluation criteria 49 5.2 Stage A -Evaluation of Eligibility 49 5.3 Stage B -Technical Evaluation 50 5.4 Stage C - Commercial Evaluation 50 5.4.1 Cost per FTE & Cost per Call 51 5.4.2 Annual Escalation 53 5.4.3 Procedure for Commercial evaluation 54 5.5 Process Time frame 54 5.6 Opening of “A-Business proposal” and “B-Technical proposal” 55 5.7 Notification 55 6. Submission & Acceptance of Responses 55 6.1 Only One Submission Permitted 55 6.2 Stages of Proposal 55 6.2.1 Stage A – Business Proposal 56 6.2.1.1 Earnest Money Deposit 56 6.2.1.2 Application Money 56 6.2.1.3 Documents to be submitted for “A”- Business Proposal” 57 6.2.2 Stage B – Technical Proposal 58 6.2.3 Stage C – Commercial Proposal 58 6.2.4 Lodgment of Response to RFP 59 6.2.4.1 Address for submission of Responses to RFP 59 6.2.4.2 Response to RFP Closing Date & Time 59 6.2.5 Registration of Response to RFPs 59 6.2.6 Late Response to RFP Policy 59 6.2.7 Response to RFP Validity Period 60 7 MISCELLANEOUS 60 7.1 Indemnity 60 7.2 Cancellation of contract and compensation 60 7.3 Termination For Convenience 61

7.4 Fees 61 7.5 Non-Disclosure 61 7.6 Inspection and Right to Audit by Bank and RBI 63 7.7 Force Majeure 63 7.8 Publicity 64 7.9 Variation 64 7.10 Amendments 64

7.11 Assignment 64 7.12 Severability 64 7.13 Captions and headings 64 7.14 Applicable law and jurisdictions of court 65 7.15 Resolution of Disputes and Arbitration clause 65

7.16 Negligence 65 7.17 Responsibility for Completeness 65


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7.18 Responsibilities of the Respondent 66 7.19 Corrupt and Fraudulent Practices 66 7.20 Patent Rights/ Intellectual Property Rights 66 7.21 Vicarious Liability 67 Annexure A-I Business Proposal Response to RFP 68 Annexure A-II Particulars required for assessing Eligibility 70 Annexure A–III Business Proposal List of Clients –Banks 73 Annexure B-I Technical Proposal Service Provider Profile 74 Annexure B-II Technical Proposal Compliance Certificate 92 Annexure B-III Location: Respondent’s existing Call Centre Site Visit 93 Annexure C Commercial Proposal 94 Annexure D Template for “Stage – A – Evaluation of Eligibility” 95 Annexure-E Template for “Stage– B – Technical Evaluation” 97


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1 INTRODUCTION Bank of India (here-in-after also referred to as “BOI” or “Bank”), proposes to provide improved services to its customers through a professionally run Call Centre (on Hybrid Model) from two different sites located in different seismic zones in India. These Call Centres should be Hybrid Model setup in the premises provided by the Respondents. The selected respondent shall arrange to setup all required Telecom and Data connectivity with the DOT/Data Centre of Bank. This Point- to-Point connectivity shall have to be arranged by the selected respondent from the two different providers. Bank shall provide IVR and CRM as required for operation of Call Centres. These Call Centres will be operated from such premises, as provided by the Respondents. The selected respondent (Vendor) shall be required to arrange for the necessary infrastructure, other than the ones mentioned above to be provided by the Bank, for running of the Call Centres, including Resources (Agents/ Team Leaders/ Trainers/ Quality Managers etc.) and shall attend to day to day operations of the Call Centres. This Request for Proposal document (“RFP”) has been prepared solely for the purpose of enabling Bank of India (“Bank”) to select a vendor for operations and management of Bank’s Call Centres. 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 observation of selection process and appropriate documentation (Contract) being agreed/ executed between BOI and the Selected Respondent as identified by the Bank after completion of the selection process. The selected respondent shall arrange to procure the necessary licenses and clearances, certifications from the Authorities concerned like TRAI, DOT, ISO etc.

1.1 Information Provided

This RFP document contains statements derived from information that is believed to be reliable at 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 BOI in relation to the provision of Call Centre services. Neither BOI nor any of its employees, agents, contractors or advisers gives any representation or warranty (whether oral/ written), express or implied, as to the accuracy updating or completeness of any writings, information or statement given or made in this RFP document. Neither Bank of India nor any of its directors, officers, employees, agents, representatives, contractors or advisors has carried out or will carry out an independent audit or verification or investigation or due diligence exercise in relation to the contents of any part of the RFP document. 1.2 Respondent The RFP document is intended solely for the information of the party to whom it is issued (“the Recipient or the Respondent”).


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1.3 Confidentiality

The RFP document is confidential and is not to be disclosed, reproduced, transmitted or made available by the Respondent to any other person. The RFP document is provided to the Respondent on the basis of the undertaking of confidentiality given by the Respondent to BOI. BOI may update or revise the RFP document or any part of it. The Respondent accepts that any such revised or amended document will be subject to the same confidentiality undertaking. The Respondent will not disclose or discuss the contents of the RFP document with any officer, employee, consultant, director, agent, or other person associated or affiliated in any way with Bank or any of its customers or suppliers without the prior written consent of Bank.

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 BOI or any of its customers, suppliers or agents without the prior written consent of BOI, except to the extent provided herein below in this RFP document. Respondents are required to direct all communications related to RFP to the Nominated Point of Contact/ Person- i.e. Mr. Anurag Singhal, Chief Manager, Call Centre on Tel No. 022-61312996 or mobile No. +91 9619810099 email [email protected] OR Mr. Romesh Mirakhur, Asst. General Manager, Head Office, Bank of India, Star House - 1, 2ndFloor, C-5 G- Block, Bandra Kurla Complex, Bandra (East) Mumbai-400051. Tel No. 022-61312932, or Mobile no. +91 9769910799, email [email protected] 1.5 Pre-Bid Meeting

1. A pre-bid meeting of the intending Respondents will be held as per the given schedule date to clarify any point/ doubt raised by them in respect of this RFP.

2. No separate communication will be sent for this meeting. If the meeting date is

declared as a holiday under NI Act by the Government subsequent to issuance of RFP, the next working day will be deemed to be the pre-bid meeting day. Authorized representatives of interested Respondents shall be present during the scheduled time. In this connection, Bank will allow a maximum of 2 representatives from each Respondent to participate in the pre-bid meeting.

3. Bank has the discretion to consider any other queries raised by the Respondent’s

representative during the pre-bid meeting.

4. Bank will have liberty to invite its technical consultant or any outside agency, wherever necessary, to be present in the pre-bid meeting to reply to the technical queries of the Respondents in the meeting.

5. The Bank will consolidate all the written queries and any further queries during the

pre-bid meeting and the replies for the queries shall be sent through e-mail and no individual correspondence shall be made. The clarification of the Bank in response to the queries raised by the Respondent/s, and any other clarification/ amendments/ corrigendum furnished thereof will become part and parcel of the RFP and it will be




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binding on the Respondents.

6. Non receipt of reply to the queries raised by any of the Respondents shall not be accepted as a valid reason for non-submission of Bid. In addition, non-reply to any query may not be deemed that the version of the Respondent as reflected in the query has been accepted by the Bank.

1.6 Treatment of RFP Response –Deviation Any deviation/ requirements other than what is stated in the RFP shall be discussed and if necessary, appropriate addendum/ amendment to the RFP, as deemed fit, shall be placed on the Bank’s website (www.bankofindia.co.in). Any deviation/ requirement or pre-condition other than allowed by the Bank and stated in the RFP, including addendum/amendment, to that extent be invalid. The successful respondent cannot define and limit the Scope of Work (SOW) mentioned in the RFP, including addendum/ amendment. The selected respondent will be required to sign a Service Level Agreement (SLA), which would contain the comprehensive Scope of Work (SOW), including but not limited to the SOW contained in the RFP and subsequent addendum/ amendment documents. All questions relating to the RFP, technical or otherwise, must be in writing/ e-mail only to the above Nominated Points 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 Points of Contact/ persons, 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. 1.7 Disclaimer

Subject to any law to the contrary, and to the maximum extent permitted by law, Bank and its directors, officers, employees, contractors, representatives, agents, and advisers disclaim all liability from any loss, claim, expense (including, without limitation, any legal fees, costs, charges, demands, actions, liabilities expenses or disbursements incurred therein or incidental thereto) or damage (whether foreseeable or not) (“Losses”) suffered by any person acting on or refraining from acting because of any presumptions or information (whether oral or written and whether express or implied), including forecasts, statements, estimates, or projections contained in this RFP document or conduct ancillary to it whether or not the Losses arises in connection with any ignorance, negligence, casualness, disregard, omission, default, lack of care, immature information, falsification or misrepresentation on the part of Bank or any of its directors, officers, employees, contractors, representatives, agents, or advisers.

The information contained in this Request for Proposal (“RFP”) document or information provided subsequently to respondents or applicants whether verbally or in documentary form by or on behalf of BOI, is provided to the respondent(s) on the terms and conditions set out in this RFP document is not an agreement and is not an offer or invitation by BOI to


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any parties other than the applicants who are qualified to submit the bids (hereinafter individually and collectively referred to as “Respondent” or “Respondents” respectively). The purpose of this RFP is to provide the Respondents with information to assist the formulation of their proposals. This RFP does not claim to contain all the information each Respondent requires. Each respondent may conduct its own independent investigations and analysis and is free to check the accuracy, reliability and completeness of the information in this RFP. BOI makes no representation or warranty and shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. The information contained in the RFP document is selective and is subject to updating, expansion, revision and amendment. It does not purport to contain all the information that a respondent requires.

BOI in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP and/ or the bidding process. Such change will be published on the Bank’s website (www.bankofindia.co.in) and it will become part and parcel of RFP. BOI reserves the right to reject any or the entire request for proposals received in response to this RFP document at any stage without assigning any reason whatsoever. The decision of BOI shall be final, conclusive and binding on all the parties.

1.7.1 Costs to be Borne By Respondents All costs and expenses (whether in terms of time or money) incurred by the recipient/ respondent in any way associated with the development, preparation, seeking clarifications,

and submission of responses, including but not limited to attendance at meetings, discussions, demonstrations, etc. and providing any additional information required by the Bank, will be borne entirely and exclusively by the recipient/ respondents. 1.7.2 No Legal Relationship No binding legal relationship shall exist between the Bank and any of the respondents, until execution of a valid contractual agreement with the successful respondent, to the satisfaction of the Bank.

1.7.3 Respondent’s Obligation to Inform Itself The respondent must apply its own care and conduct its own investigation and analysis regarding any information contained in this RFP document and meaning and impact of that information.

1.7.4 Errors and Omissions Each respondent should notify the Bank of any error, fault, omission or discrepancy found in this RFP document, but not later than five business days prior to the due date of lodgement of response to RFP. 1.7.5 Acceptance of Terms The respondent/ bidder will, by responding to the Bank’s RFP, be deemed to have accepted the terms as stated in this RFP document.

http://www.bankofindia.co.in/


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1.7.6 RFP Closing Date

The response to this RFP document should be submitted to the Bank, as per detail given in Clause - 6 of this RFP document on or before 03:00 pm on 01.02.2018. At any time prior to this closing time of submission of the bids, the Bank, for any reason, whether on its own initiative or in response to a clarification requested by a prospective Respondent, may modify this RFP, by amendment. Notification of the amendments will be posted on the Bank’s website (www.bankofindia.co.in) only. In order to allow the prospective respondents, the reasonable time taking into account the amendments, if any, in preparing the bids, the Bank at its discretion may reasonably extend the closing date and time of this RFP document. 1.7.7 Submission to Bank The response to this RFP should be submitted to the Bank as per detail given in Clause - 6 of this RFP document. The Bank reserves the right to reject the bids which are not conforming to the guidelines as specified in Clause – 6.2 of this RFP. Only paper copy of the Technical Bid completed in all respect, as per the guidelines provided in this RFP document be submitted to the Bank. Note: Respondents can depute their authorized representative (only one) to attend the bid opening process. No separate intimation will be given in this regard to the Respondents. The representative, so deputed will be required to carry an authorization for the same on the letter head of the Respondent’s organization. 1.7.8 Registering of RFP The Bank will register the responses received against this RFP document by making entries in a separate register kept for the purpose, upon receiving a RFP response. The response to this RFP must contain all documents, information and details required by this RFP document. If the submission of this RFP does not include all the documents and information required or is incomplete or submission is through e-mail / fax; such response are liable to be summarily rejected. All submissions, including any accompanying documents, will become the property of the Bank. The respondent shall be deemed to have licensed and granted all rights to the Bank to reproduce the whole or any part 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 resulting RFP process, notwithstanding any copyright or patent of the respondent in the submission and/or accompanying documents. Recipient/ Respondents are required to direct all communications for any query/ clarification in relation to this RFP to the official of the Bank, as specified in Clause – 1.4 of this RFP either in writing or through e-mail only. All such queries/ clarifications received up to the date specified in this RFP will only be entertained by the Bank. The Bank will try to reply, without any obligation in respect thereof, every reasonable query raised by the Recipient/ Respondents in the manner specified. Bank, in its sole and absolute discretion deems that the originator of a query clarification will gain advantage by a response to a question, and then Bank reserves the right to communicate such responses to all the respondents



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1.7.9 No Commitment to Accept Lowest or Any Offer/ Bid Bank shall be under no obligation to accept the lowest or any other offer received in response to this RFP and shall be entitled to reject any or all offers without assigning any reason whatsoever. Bank has the right to re-issue RFP/ Tender/ Bid. Bank reserves the right to make any changes in the terms and conditions of RFP that will be informed to all respondents. Bank will not be obliged to meet and have discussions with any respondent, and/or to listen to any representations once their offer/bid is rejected. Any decision of Bank in this regard shall be final, conclusive and binding upon the respondent. 1.7.10 Disqualification Any form of canvassing/ lobbying/ influence/ query regarding status etc. will be a disqualification. 1.8 Evaluation of Offers

Each Respondent acknowledges and accepts that the Bank may, in its sole and absolute discretion, apply whatever criteria it deems appropriate in the selection of organisations, not limited to those selection criteria set out in this RFP document.

The issuance of RFP document is merely an invitation to offer and must not be construed as any agreement or contract or arrangement nor would it be construed as any investigation or review carried out by a Recipient. The Respondent unconditionally acknowledges by submitting its response to this RFP document that it has not relied on any idea, information, statement, representation, or warranty given in this RFP document.

The Bank will evaluate the bid submitted by the respondents under this RFP as per the Evaluation Formats mentioned in this RFP. The Stage-A Conformity to Eligibility Criteria submitted by the respondent will be evaluated based on Clause 5.2 of RFP. The Stage B – Technical Proposal of only those respondents who qualified in Stage A - Conformity to Eligibility Criteria, will be opened with due communication by the Bank. The Price Bid of only those respondents who qualified in Stage B-Technical Proposal will be reckoned for evaluation purpose. Only respondent with a technical score equal to or more than 70% of the technical evaluation score will be progressed to the commercial stage. The Bid will be evaluated by a Committee of officers of the Bank. If warranted, the Bank may engage the services of external consultants for evaluation of the bid. It is Bank's discretion to decide at the relevant point of time.

1.9 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.

1.10 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.


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1.11 Duration of Contract

The contract period for providing Call Centre services will commence from the date of issuance of the PO, and will be valid for 5 years after starting of Call Centre operations. Hence, the duration of engagement is planned to be of 62 months [2 months (migration and setup) + 60 months (Call Centre Operations)]. Bank may, at its sole discretion, extend the duration of the contract after completion of the duration of contract at a mutually agreed FTE cost. 1.12 Location of Call Centres The Bank proposes to have the Call Centres i.e. primary and secondary, located in different seismic zones of the country. The successful respondent also needs to ensure that the DC and DR for all the solutions/ applications hosted at its premise are in different seismic zones in the country. Call Centre set up should be same at primary and secondary site from the technology and infrastructure perspective. Preferably, the Centres should be located in following mentioned centres but located at two different seismic zones:

Centre 1 Mumbai, Pune, Ahmedabad, Bhopal, Noida, Lucknow, Gurgaon, Jamshedpur, Jaipur

Centre 2 Hyderabad, Chennai, Coimbatore, Bangalore, Cochin

The locations may be also mutually agreed between the Bank and the respondents. Both the Centres set up by the Respondent would perform both inbound and outbound functions. Both the Centres should be fully operational within 90 days of award of contract, with the inbound set up starting within 60 days from award of contract. It is expected that the Respondent will incorporate learnings and best practices based on the previous experience at their Centre with other Bank/s. Both these Call Centres will act at the same time depending on load balancing methodology and in case of problem with one Centre, the other will act as Disaster Recovery Centre and vice versa. The selected Vendor has to do necessary arrangements for achieving the above load-balancing-cum-disaster-recovery scenario. Connectivity between the two Centres should have auto-switching option, in case one of the Centres becomes temporarily in-operational. This has to be managed by the selected vendor.

Since this will be new Centre to be operational, the number of agents being engaged would gradually be altered based on the work load, response and other such factors. Hence, the number of agents at each Centre shall be determined based on directions given by the Bank, in consultation with the selected respondent. 1.13 Master RFP This RFP document consists of the following information:

1) Overview of services to be provided by selected respondent, including the scope of work;

2) Evaluation methodology which shall be followed for evaluation and selection of successful respondent;


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3) Terms and conditions for this RFP, subject to the Bank entering into a separate contract after selecting the respondent, which shall detail the terms and conditions thereof; and

4) Service level expectation from successful respondent 1.14 Annexure Seeking Response for Evaluation A detailed set of annexure is provided to the respondent for formulation of responses. These annexure would be used to normalize the respondent’s response for various areas, including respondent’s qualification criteria, functional requirements, technical requirements, proposed team strength, commercial proposals etc. The list of such annexure is provided in the table below.

Annexure Number Name of the Annexure

Annexure –A-I Response to RFP

Annexure A-II Particulars required for assessing eligibility

Annexure – III List of Clients –Banks

Annexure B-I Technical Proposal Service Provider profile

Annexure B-III Establishment of Call Centre

Compliance Certificate

Annexure C Commercial Proposal

Annexure D Template for Stage–A Evaluation of Eligibility

Annexure -E Template for “Stage – B Technical Evaluation

2 Scope of Work – Structure and Service Requirement

2.1 About Bank of India

Bank of India a body corporate constituted under Banking Companies (Acquisition and Transfer of Undertakings) Act, 1969 (hereafter referred to as ‘Bank’ which expression shall include its successors and assigns) is one of the Premier Nationalised Bank, having Global presence with total Business mix of Rs.934,403 crores as on 30.09.2017. While firmly adhering to a policy of prudence and caution, the Bank has been in the forefront of introducing various innovative services and systems. Business has been conducted with the successful blend of traditional values and ethics and the modern infrastructure. Bank of India was founded on 7th September, 1906 by a group of eminent businessmen from Mumbai. The Bank was under private ownership and control till July 1969, when it was nationalised along with 13 other banks. Beginning with one office in Mumbai, with a paid-up capital of Rs.50 Lakh and 50 employees, the Bank has made a rapid growth over the years and blossomed into a mighty institution with a strong national presence and sizable international operations. In business volume, the Bank occupies a premier position among the nationalised banks. Bank of India is one of the largest Public Sector Banks in India with a Branch Network of over 5127 branches in India spread over all states/ union territories. These branches are


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controlled through 54 Zonal Offices and 8 National Banking Groups. Besides this, Bank has 112 Area Manager Offices, 49 Retail Banking Centres, 10 Large Corporate Branches and 31 Mid-Corporate Branches. There are 61 overseas branches/ offices (including Representative Offices, Subsidiaries and Joint Venture) spread over 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, Mobile Banking, UPI/ BHIM, IMT as an alternate channel of service delivery and has network of about 9000 ATMs, besides other banks’ ATMs available in other Networks, National Financial Switch, NPCI, BANCS, VISA and Master Card. Besides, there are self-operating kiosks in branches/ e-galleries like Bulk Note Acceptor (BNA), Cash Deposit Kiosk (CDK) and Pass Book Printing Kiosk (PBK). Highlights of the Bank’s performance (Global) are as under:

Highlights of the Bank’s Performance (GLOBAL)

Parameter

FY 2016-17 HYSep-17

(Amount in Crores)

Total Business 933,820 934,403

Total Deposits 540,032 543,716

Total Advances 393,788 390,687

CASA Deposit 166,608 162,770

Net Interest Income 3,469 2,908

Operating Profit 3,128 2,233

Net Interest Margin (%) 21.17 14.80

Capital Adequacy Ratio (%) 12.14 12.23

Net NPA (%) 6.90 6.47

Domestic Branches 5123 5127

For further details, please refer Bank’s website www.bankofindia.co.in

2.2 Scope of Call Centre functions and coverage:

The Call Centres will receive the inbound and make outbound calls. Call Centres will directly receive calls and process them. The Call Centres 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 Centres 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 Centres for Bank of India on “Hybrid Model” basis. The Bank shall be providing following infrastructure/ Equipment:



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1) Software and Hardware components for IVR (Purchased from B K Systems,

Chennai) and CRM module (Siebel) of Oracle with appropriate integrations and customization. The maintenance shall be with the Bank.

2) PRI lines for both inbound and outbound calls. Respondent has to ensure the Uptime of these PRI with the TSP (Telecom Service Provider). Bank will process the recurring bills. However, the maintenance of the PRI lines shall be the responsibility of the respondent.

The Respondent will be required to arrange for the Hardware and Software, compatible with Bank’s Systems (IVR/ CRM/ Finacle/ BOI Website) 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:

i) CMS (Call Manager System) ii) Dialer iii) Voice Logger (All recordings to be stored – 30 days online & 90 days offline.) iv) All electrical fittings for lighting, Fans, AC etc. v) Basic amenities, including Drinking water and refresh rooms. vi) Security Systems - Access Control System, CCTV with Camera, provision of security

guards, smoke detectors, fire detectors and other general security alert systems, etc.,

vii) Standard fire-fighting systems viii) Call Centre Solution should allow smooth integration with existing Siebel CRM

solution version 8.1.1.11 used by its customer facing staff ix) Scope also includes providing and/ or customizing the necessary middleware &

component to connect/ integrate with existing Siebel CRM/ IVR x) The respondent needs to provide CTI (Computer Telephony Interface) connector to

integrate Siebel CRM version 8.1.1.11 with new Call Centre 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 Call Centre application.

xi) 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 Centre Solution

xii) CTI Server, CTI solution including ACD [If CTI is available in Siebel (CRM) to use the same in an integrated manner]

xiii) Terminals for Agents, Team Leaders and Supervisors etc., which shall also include data cabling etc.).

xiv) Furniture/Fixture for workstations/cubicles/seats for Agents, Team Leaders and Supervisors, as provided to suit a typical Call Centre.

xv) Provide adequate space for the BOI Supervisory staff to be posted in Call Centres. The number of such staff shall range between 12-14 in aggregate at both the Centres.

xvi) ISDN/ Lease Lines and connectivity between both locations of the Call Centres 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 Centres (both locations) to Bank’s DC and DR including network devices


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(Routers, Switch, Modem etc.) with dual redundancy should be provided by the respondents. The links for connecting Bank DC (at Navi Mumbai) and DR site (at Bengaluru) with respondent’s proposed Call Centres DC and DR site is to be procured by the respondent and maintain the links by ensuring 99.99% monthly UP time. Respondent has to deliver the last mile as Ethernet handoff to Bank DC and DR site. Respondent has to ensure the traffic, which is flowing from Bank’s proposed Call Centres DC or DR site, should be IPSEC enabled.

xvii) All required cabling at new Call Centre locations or Bank DC and DR sites will be respondent’s responsibility till PE (Premises Equipment). Since respondent is going to provide either location for Call Centres, accordingly all required data/ LAN or internal cabling work at Call Centre premises will be the responsibility of respondent.

xviii) Respondent has to make the necessary arrangements for providing authorized internet access for the Bank staff deputed at proposed Call Centre locations.

xix) The vendor will facilitate and provide the support, services, logs and other required details of the critical systems used for the Bank to integrate with Bank’s Security Operation Center and its components or for any forensics or investigation purposes.

xx) Any other infrastructure viz. hardware, software required for running the Call Centre.

2.2.2 Overall Call View: Suggested Call Flow

The following call flow will work on Bank’s tele-banking services

Inbound calls Customers routed by tele-banking

By customers with TPIN/ without TPIN

By non-customers

Out bound calls To customers with/ without TPIN

To non-customers

2.3 Business Services:

This Call Centres should offer services broadly in the following eight categories:

a. Inbound calls b. Outbound calls c. Self Service functions through IVR d. Customer Segmentation e. Email and Web/ Video Chat based services f. Social Media Management g. Co-browsing h. Other Channels, Services & New initiatives

Further, the Call Centres 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.


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The subsequent sections describe envisaged scope of services. However, the Bank is open

to refinement to this scope based on Vendor interaction at the pre-bid meeting, at the sole

discretion of the Bank.

The table below is the indicative an illustrative (not exhaustive) list of functions to be

covered in Contact Centre operations.

2.3.1 Inbound Calls

The following table indicates an illustrative (not exhaustive) list of functions to be covered under inbound calls:

S.No Category Description

a. General enquiries on Products & Services of the Bank and third-party products sold & serviced by the Bank

An indicative list of products on which general or account related queries are expected to be received, is:

Deposits & Advances

Bank’s various alternate delivery channels

Demat/ On Line Trading accounts

Loyalty & Rewards program

RTGS/NEFT

All Card Products (Credit Cards/Debit Cards/Gift Cards/ International Travel Prepaid Cards etc.)

Associate party products such as Insurance, Mutual Funds, Savings Bonds, PPF, Pension Scheme, Senior Citizen’s Saving Schemes, Cash Management Services and other services available in the Bank

Any other new products launched by the Bank

The types of account related queries expected to be received include balance outstanding, maturity amount of FD, maturity date of FD, cheques credited or debited, loan outstanding, payments due, interest debited, etc.

Enquiries can also be expected on last transactions information made through any channel of the Bank such as Internet Banking, Mobile Banking, ATM, Branch, etc.

General product queries would need to be captured in the Centralized Lead Management System to be provided by the Vendor.

Balance enquiry and other services over missed call

b. Account based Enquiries

Account related inquiries include providing information about Account Balance, Details of transactions, Status of Account, Chequebook issue, Rate of Interest, Loan instalments/EMI information, Maturity or Overdue data relating to Term Deposits, etc.


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c. Account based Requests

The types of service requests expected to be received include Cheque book issue, Statements/Pass books of any accounts, Remittances.

It shall include statement request for loans, Interest certificate issues, schedule of payments along with EMI and Principal, etc. for various loan related products.

Queries on earlier service requests would also need to be handled.

All service requests would have to be recorded and made seamlessly available to the respective branch/ processing Centres/ wings for processing of such requests through a web based service request module.

d. Complaints / Feedback / Suggestions

Capturing of complaints/ feedback/ suggestions from customers and non-customers, registering in OCRM, 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.

e. 24x7 Support services on Digital Banking

All queries related to Digital Banking including Internet Banking (Including Star Token NG), Mobile Banking, BOI BHIM Mobile App, BOI BBPS Mobile App

account opening status,

account lockout problems,

funds reversal issues,

issuance and reset of user ID and password

registration for SMS/ email alerts

mobile Banking activation/ registration

registration for utility bill payment facility

Addressing Complaints receiving through Web/ Mobile based platforms

Routing Suggestions to respective platform/ Department as advised by the bank

Educating the customers on safety precautions in respect of various digital transactions

Customers might also need to be handheld and guided through the entire processes of Internet and Mobile Banking registration & usage.

Any other activity relevant to Digital Banking Products


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f. Card related services

Call Centres should perform the following card related services:

Hot-listing of all cards (Debit & Credit Cards/ International Travel Prepaid Cards)

New card issuance requests & related grievances

Generation/ Re-generation of PIN

Statement for Credit card spend

Grievances on wrong debits to card account/ failed transactions done online through Credit Card/Debit Card etc.

Card application query (post application submission and before card receipt)

Welcome Calling/ Card Activation; servicing

Charge disputes/ reversals, other Billing related, Statement related

Credit line increase, convert to EMI, balance transfer

Loyalty programs; Cross Selling/ Usage Increase

Customer retention (on Card Closure)

Fraud Prevention

Merchant Queries

g. ATM Related Functionalities

ATM Service related queries

All ATM related complaints including non-disbursal of cash would need to be recorded and handled appropriately by forwarding it to concerned department and recording them on the platform/ software provided by the Bank or brought by the vendor.

Card hot-listing and complaints related to wrongful transactions.

Call logging for down ATMs with concerned vendor.

h. ATM/ E-Gallery/ Branch Locator

The Call Centres should be able to provide the location of ATM/E-Gallery/Branch from the Bank’s data base.

i. Marketing

The call centre Agents would need to be completely well versed with Bank's product information so as to be able to pitch to customers calling for enquiries e.g. knowledge of Bank’s products/services, Interest rates and corresponding ones of competitor Banks etc.

All Agents shall be well versed with Bank’s technology products and Alternate Delivery Channels.

The products that would be pitched to the customers could be universal like "product of the day" which shall be designed by the Bank or customized based on predictive intelligence


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generated for the different customers for the Bank.

The call centre Agents should be trained to deal with queries related to new products launched by other Banks and how Bank's products stock up against them if need be. However, these calls can be handled by supervisors rather than Agents at the discretion of the vendor.

j. HNI/ NRI accounts All above listed functions and services would also need to be provided 24x7 for NRI/ HNI accounts on specialized basis.

2.3.2 Outbound Calls

1 Bank shall initially begin its pan India outbound calling activity mainly with soft

recovery for overdues from customers having retail loans with the Bank, onboard calling in respect of newly opened retail loans, Financial Inclusion calls and calling missed call users and other leads for product information and any other service.

2 The scope of outbound activities will be further expanded to all the processes and services including telemarketing/ telesales, depending upon the maturity of Call Centres and Bank’s readiness.

3 An indicative (not exhaustive) list of the functions to be covered under outbound calls is given below:

Sl.No Category Description

a. Marketing functions including cross sell and up-sell

The Bank conducts several sales campaigns for promotion of new/ existing products from time to time. The Bank also runs marketing campaigns for enhancing brand equity and product awareness among target audience. The Call Centres will be required to assist the Bank in its endeavours by making outbound calls to customers and non-customers, to execute the following functions:

Cross-selling & up-selling of Bank's products to customers.

Popularizing sales promotional offers such as special interest rates, waiver of charges, freebies, etc. to customers.

Popularizing Bank's products to new customers.

During the above process, any leads arising out of dialogue with customers and non-customers would need to be recorded in the Centralized Lead Management System to be provided by the Vendor.

The CSAs are expected to be fluent with the Bank's product information like interest rates, loan Turn Around Times (TATs), collaterals etc. Also,


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they must be aware of salient product features as compared to other Banks’ products so as to enable better selling.

The call Centre CRM should be capable of generating smart customer analytics to help the agent on the call. It should show the product list currently availed by the calling customers and product list which can be cross sold to the customers based on smart analytics generated from previous interactions of the customer with the Bank.

b. Lead Processing

The Call Centres to perform the following functions: Preliminary lead validation – verification of

number, name, purpose, etc. Fixing of appointment and assist in fulfilment of

the lead generated. Assistance in lead escalation and follow up for

different businesses of the Bank such as Retail Loans and Advances, SME business, Agriculture, Retail deposit customers, Other Retail products such as Insurance, Mutual funds, Credit cards etc.

The call Centre should also systematically capture leads through various Alternate Delivery Channels (ADCs) which would then be validated and verified and passed on to the respective wings/ branches for fulfilment.

c. On boarding The call Centre should also do the following functions to on-board new customers to the Bank of India ecosystem:

Welcome calling to Retail and SME loan customers.

Welcome calling to Retail Deposit customers.

Activation of Alternate Banking channel for Retail Loan and Deposit customers.

Feedback calling post three months or the case may be of new customers to ensure that they are successfully on-boarded.

d. Soft Recovery The Bank may consider to use the Call Centres for recovery of its overdue loans, in which case, the Call Centres will be required to execute the functions, given below:

Make soft reminder calls to customers on the overdue loans.

Make follow-up calls to customers and coordinate with recovery agents (if any).

e. Customer The Bank will use the Call Centre to conduct


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Satisfaction Survey

customer satisfaction survey across various services provided by the Bank including call Centre services. This can be conducted through calling of customers or through the IVRS or through an automated SMS at the discretion of the Bank

f. Others The Bank will also utilize the services of Call Centres for the following ad-hoc purposes:

Data verification to ensure the correctness of existing customer details.

Follow up on KYC submission for new customers.

Call back to premium customers.

Make calls to customers with dormant accounts.

Make calls to customers whose calls got disconnected due to technical/ operational snag.

Call back to customers trying to activate Internet/ Mobile Banking but abandoned the process due to various reasons.

Call back to customers who have responded to the First Time Resolution.

Calling Bank's Branches/Offices to convey information about new initiatives.

Calls relating to Financial Inclusion initiatives of the Bank

Calls for marketing of Tech Products

2.3.3 Email and Chat based services The vendor shall provide chat solution as part of this proposal and extend the same to required number of agents. The chat functionality shall be integrated into the Bank’s Website. To begin with, chat facility shall be extended to 20 Agents and the same may be increased or decreased as per the discretion of the Bank.

The vendor shall handle only emails related to the calls for which the Bank shall extend its email platform. The Bank may decide to implement Bulk email facility at a later stage which shall be as per mutually agreed terms & conditions.

2.3.4 Segmentation Calls from the indicative segments mentioned below would need to be attended by more experienced, multi- skilled and suitably trained agents:

Segmentation by way of different PRIs –

Overseas Territory/ subsidiary customers

Domestic customers/ PMJDY/ FI Customers

Segmentation of customer calling on same PRIs -

HNI Customers


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Corporate/ SME Customers

NRI Customers

Internet and Mobile Banking Customers

Calls received from Hotlines placed in Branches – may be introduced in future

Any other segment which the Bank decides to add in future The Bank requires Sr. CSAs i.e. more experienced and better rated Agents to be attending calls related to these specific customers. The Bank may also introduce additional Toll Free Number which the vendor has to integrate with existing IVR.

The vendor would also be expected to route calls to the respective Agents depending on caller identification through T-PIN or call from registered mobile or any other means for existing customers who call the general toll-free number 1800-220-229. Such systems to identify callers should be developed by the Vendor to extract relevant information from the Bank's existing CBS when the customer calls the call centre. 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. 2.4 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 Centres will further be expanded to all the processes and services including telemarketing/ telesales, depending upon the maturity of Call Centres and Bank’s readiness. 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. 2.5 Model of Bank of India Call Centre

Bank proposes to have two Call Centres in two different seismic zones. Bank will launch the Call Centre at the Primary Centre in the first phase. However, it is reiterated here that later on within one month’s time, Bank would operate the Call Centres from two locations as a 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 three heads viz., Infrastructure, Real Estate and People/ Human Resources. For each of these components, Bank proposes as below 2.5.1 Call Centre Infrastructure

The vendor will put in place state-of-the-art infrastructure required for the daily functioning of the Call Centres at both locations.


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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 at both the Call Centre locations:

Premises & Furniture

Required floor space

Adequate cubicle space for individual executives as per industry standards

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/ rest 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 2.5.1.1 Hardware, software, telecom facilities:

CTI Server, CTI Solution including ACD, Dialler, voice logger, disaster recovery solutions, etc.

Standard security system/ network security solutions and firewalls,

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 2.5.1.2 Functional Requirements of IT Components

A. Automatic Call Distribution (ACD)

Support multiple groups for all call types


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Provide highly configurable system for adding/removing users, assigning users to different queues and defining skill sets

Support skill-based routing

Allow calls to be transferred within the Call Centre

Support the relaying of the information messages (marketing messages) to callers

Active call back B. Computer Telephone Integration (CTI)

It should be interfaced with the Bank of India system(s) and the other third party

applications to send/receive data which needs to be populated. Specifics, mode and frequency to be decided with the Vendor for each call subsequently.

On transferring the call to another agent the screen too should be transferred to that agent's screen.

The CTI must be capable of activating the fast dialing feature of the ACD. Call events should be handled from the system such as hold, retrieve hold,

conference, transfer etc.

CTI should be integrated with core Call Centre system.

C. Automatic Call Dialer Automatic Call Dialer should be implemented in Call Centre for automatic dialing

for outbound calling, with NDNC scrub. Dialer should be integrated with CRM – on dialing the customer number, relevant

details of the customer should appear on agent's screen. Progressive dialer integration should be made available in CRM for initiating

command to dial.

2.5.1.3 Call Centre Application

Enable Managers/ Supervisors to monitor the overall performance of the Call Centre agents and interact when needed.

Call Centre application must also interface with Bank of India applications to retrieve information and perform tasks which would be required by the agent.

The application must integrate with the CTI and should be able to pull out all details entered by customer from the time the customer reaches an agent.

2.5.1.4 Campaign Management

Should have the capability of management and execution of effective outbound calls involving marketing campaigns and calling back to customers.

Should have the capability to monitor & report of outbound call activities.

2.5.1.5 Performance Monitoring

Provide capability to define key performance indicators (KPIs) and measure performance against defined KPIs, both online and with scheduled/ad-hoc reports.


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2.5.1.6 Recording Recording of calls is to be provided. The recording should contain detailed call

information and the solution must provide advanced searching capabilities. Voice logger system should have storing capacity of voice recording

All call recording should be with 90 days backup at Vendors side and then handed over to the Bank on magnetic tape like storage for further storage mechanism.

2.5.1.7 Other Channels and New Initiatives The Bank at its discretion might implement new initiatives at the Call Centres in future. Below is the indicative list of such initiatives:

1. Setting up of Call Centre for Regional Rural Banks (RRBs) sponsored by the Bank. 2. Any other project undertaken by the Bank in future.

If the Bank decides to implement any of the above (or similar) call based initiatives, the cost of each of such new initiative would be at the agreed FTE rate with the Bank. 2.5.1.8 Responsibility of Vendor for Bank’s Property Vendor shall take due care of computer hardware, software, furniture, telephones and/ or any other equipment, if any, provided by the Bank at Call Centre premises and shall be responsible for any loss or damage caused to the Banks property/items due to the negligence of selected respondent and/or its agents/ employees/ representatives. The Selected Respondent will not use the above mentioned items/ facilities for any other purpose, except in accordance with the direction of the Bank. Further, the Respondent and/ or its agents/ employees/ representatives will not get any claim or right like tenancy or otherwise over the items/ infrastructure of Bank by merely utilizing the same during the given assignment. 2.5.1.9 Respondent WILL further provide

Transportation facilities to staff members of Call Centre

Processes for running/ managing the Call Centre such as Management, HR, Training, etc.

Personal computers (without USB and other copying devices), headphones

Processes for running/ managing the Call Centres, 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 Centres, 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’s 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 Centres will work on the Bank’s IVR driven present call


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centre facility (or if any tele-banking 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 Centres will use the Bank’s CRM functionalities for customer 360º views, processes for capturing of leads, requests and complaints and the processes for telesales. 2.5.2 Real Estate

Bank proposes to run the Call Centres from premises provided by the successful Respondent. There will be a Primary Call Centre operating from one location/city and a Secondary Call centre in a different location/city in a different seismic zone. The Call Centres will run with an initial seat capacity for 100 FTEs (24X7) Primary centre and 50 FTEs at Secondary centre, from the first day of its operation. The infrastructure shall be available for scaling up of operations from time to time up to 200 FTEs at Primary Centre and 100 FTEs at Secondary centre. 2.5.3 People

Call Centres should have its 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 its 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 Centres.

The Respondent will employ necessary agents, team leaders, Managers, Quality Managers, IT Personnel and Trainers etc. for managing the Call Centres. 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 Centres after taking approval for the systems from the Bank.

2.5.4 Bank’s staff members in Managerial positions Bank requires the Service Provider to deploy all the manpower resources required for running the Call Centres. 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 to be provided for Bank staff, at both locations [8 to 10 aggregate seats (4-5 at each Centre)]. 2.5.5 Call Centre Timings & Holiday The Call Centres will operate 24 hours on all seven days in a week and therefore, the Call Centres will be available to all the customers i.e. domestic as well overseas for inbound calls, on all 365 days (366 days in a leap year) including national holidays, Sundays, etc. The operative window for outbound calls shall be suggestively between 8.00 a.m. to 8.00


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p.m., in consonance with TRAI guidelines. Outbound calls for foreign centers will be as per their day-time hours. 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. 2.5.6 Languages

The Call Centre agents will use the commonly used languages viz. – Hindi, English, Marathi, Tamil, Malayalam, Telugu, Kannada, Gujarati, Bengali and any other regional language. 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.

2.5.7 Seat Capacity & Scalability

Presently, Bank proposes to establish a Call Centre with 100 seats at Primary Centre and 50 seats at Secondary Centre. The premises will have capacity for quick scalability to higher number of seats up to 200 and 100 respectively for Primary Centre and Secondary Centre. 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.

2.6 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 Centres.

Overall management of the Call Centres:

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

The Respondent will submit various reports as per Clause 3.2 (or any additional report/s that may be required by the Bank), on the operations of the Call Centres in compliance to SLA agreement as discussed in this RFP document.

The Call Centres will have to be made live by the Respondent within the specific time period specified in this document. 2.6.1 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.


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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/ Team Leaders/ Managers: Respondent will also have sufficient additional Agents/ Team Leaders/ Managers for managing any absence of Agents/ Team Leaders/ Managers 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 15:1 ratio, i.e. there may be one Team Leader per group of 15 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 – 30: 1, i.e., there should at least be one quality executive per 30 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.

These are only indicative requirements. The Respondent may decide an appropriate ratio and ensure meeting of SLA criteria. 2.6.2 Manpower Profile

It is expected that the Respondent should adhere to the following indicative criteria for recruiting/ deploying its employees. Resources to be engaged/ employed by Respondent in the Call Centres shall not 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, Central, North, South India, having computer knowledge matching to the requirement of Call Centre.

Desirable Experience – 6 months to 1 year of BPO/ Call Centre experience, preferably of financial and banking sector.


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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 batch for benchmarking the quality of resources. If the behavior of any resource of the Respondent is not up to the satisfaction of the Bank or any such staff misbehaves 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.

2.6.3 Training

The Respondent, in consultation with the Bank, shall provide training (14 days training and 3 days OJT) 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. The actual requirement of training may be assessed while implementing the Call Centres 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


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on Call Centre processes. Bank will support training efforts by providing its faculty on Banking operations and processes from time to time. 2.6.4 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. 2.6.5 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.

2.6.6 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 Centres. 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 (internal, external, from RBI / TRAI or any other Regulatory Authority) will have rights to inspect/ audit the Call Centre facility any time with or without notice to the Respondent.

Bank’s authorised resources will also have rights to 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.

2.6.7 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.


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2.6.8 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. 2.6.9 Insurance Coverage

Respondent shall procure Insurance Policies as per local Labour Laws (State), to ensure 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. 2.6.10 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. 2.6.11 Prevention of Harassment to Women Employees The Vendor shall adhere to provide protection against sexual harassment of women at workplace and put in place appropriate procedures for the prevention and redressal of complaints relating to sexual harassment and for matters connected therewith or incidental thereto as per the extant laws. The Vendor shall indemnify the Bank against any claims made by any employee in all such matters. 2.7 Service Level Agreements (SLA) Compliance and Penalties

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 both the Call Centres.

2.7.1 SLA Parameters

a. System availability b. Call Answer c. Call Abandonment rate d. First Call Resolution Rate e. Average Handling Time f. Occupancy g. Utilization h. Fatal Error i. Customer Satisfaction

Bank will review the performance of the Call Centre services provided on a weekly, fortnightly, monthly, quarterly and annual basis.


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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 is 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)- 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 volume trend >110%, 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).


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Vendor shall ensure meeting the above-mentioned SLA parameters for both the locations independently.

2.7.2 Penalties & Incentives

The SLA parameters under a, b, c, d, e, f, g and h in Para 2.7.1 will be considered for penalties and incentives, location wise. The SLA parameters under (i) in Para 2.7.1 will not be considered for penalties and incentives and will be tracked for one year for the purpose of including them for levying penalties and incentives.

2.7.3 Definitions, Penalties and Details of SLA parameters:

2.7.3.1 System Availability Availability is defined as the amount of time, if a customer had called; his call would have been attended to by an Agent at the Contact Centre. It excludes any and every form of downtime which might prevent a caller’s call from being answered.

Objective To ensure that the period in which no customer could have been serviced is not more than 0.3% of the total period

Definition This is measured as Total Down time minutes/Total minutes in a month. For example, if there were 2 hours in December, when a customer’s call could not have been answered, availability will be; {100-{120/(31x24x60 mts)} x 100 = 99.73%

Data Capture System availability should be captured by the IT systems of the Vendor at the Contact Centre. Period of non-availability should be clearly spelt by causes i.e. power failure, network downtime, telecom link failure, manpower failure, hardware downtime etc.

Sl. No. System Availability for month Penalty

1. >=99.7% NIL

2. >=98% but <99.7% 1% of monthly billed amount

3 >=95% but <98% 2% of monthly billed amount

4 >= 90% but <95% 4% of monthly billed amount

5 <90% 7% of monthly billed amount

2.7.3.2 Call Answer

Component Explanation of Component

Definition 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 Centre representative.

Requirement Throughout the uptime of Call Centres except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason

Measurement Range Low = 1 minutes; High = 5 seconds

Compliance 90% of calls will be answered in <20 seconds by live person who is front-end directed by automatic call distribution (ACD)


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2.7.3.3 Call Abandonment Rate:


Definition 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.

Requirement Throughout the uptime of Call Centres except for

scheduled downtime for scheduled maintenance or

when the Bank’s system is down for whatever reason

Measurement Range High = <2%; Low < 25%; Critical > =25%

Compliance < 3%

Measurement Frequency Daily

Reporting Frequency Monthly

Calculation Formula Number of abandoned calls (calls that have entered the queue and “hang up”)/ total calls = Service Level attained

Data Sources CMS Report/ SR Dump/ Bank’s ACD & CTI solution with date and time-stamp capabilities.

Penalty Score Penalty <= 3% NIL > 3% but <=5% 3% of monthly bill value > 5% but <=8% 4% of monthly bill value < 8% 8% of monthly bill value

2.7.3.4 First Call Resolution Rate


Definition 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.



Calculation Formula Number of calls answered in < 20 seconds/total calls = Service Level Attained

Data Sources CMS Report/ SR Dump/ Bank’s ACD and CTI solution with date and time-stamp capabilities.

Penalty Score Penalty

> 90% NIL

> 85%; <= 90% 3%

> 80%; <= 85% 4%

< 80% 6%


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Requirement Throughout the uptime of Call Centres, except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason

Measurement Range Low = 25%; High = 85% (resolved)

Compliance 75% (resolved)



Calculation Formula Number of calls resolved on the first call/ total calls = Service Level Attained.



> 75% NIL

> 70%; <= 75% 3%

> 65%; <= 70% 4%

> 60%; <= 65% 6%

<= 60% 8%

2.7.3.5 Average Handling Time


Definition 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.

Requirement Throughout the uptime of Call Centres except for scheduled downtime for scheduled maintenance or when the Bank’s system is down for whatever reason

Measurement Range High = <1%; Low > 10%

Compliance 98%



Calculation Formula Number of calls whose AHT exceeds 240 seconds/ total calls = Service Level Attained



> 98% NIL

> 90%; <= 98% 3%

> 85%; <= 90% 4%

< 85% 6%

2.7.3.6 Occupancy: in percentage terms.


Definition 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.


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Measurement Range Greater than 85%

Compliance >85%



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

Data Sources CMS Report


> 85% NIL

> 80%; <= 85% 3%

> 75%; <= 80% 5%

<= 75% 9%

2.7.3.7 Utilization:


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


Measurement Range Greater than 75%

Compliance >75%



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

Data Sources CMS Report


> 75% NIL

<= 75% 3%

2.7.3.8 Fatal Error:


Definition 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.


Measurement Range Low = 0.5%; High = 0%


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Compliance < 0.25%



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

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


> 0.25% NIL

> 1%; <= 0.25% 5%

> 2%; <= 1% 8%

<= 2% 10%

2.7.3.9 Customer Satisfaction:


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

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)

Measurement Range Low = 60%; High = 80%

Compliance 80%

Measurement Frequency Monthly for 10% of end users who contact Call Centres; annually for all end users.

Calculation Formula 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 The same formula is used for the annual customer


> 80% NIL

<= 80% 1%

2.7.3.10 Overall Penalty The overall cap on monthly penalty of all SLAs shall be levied up to a maximum of 20% of monthly bill amount. However, if the maximum penalty limit is reached continuously for 2


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billing months, then the penalty for the third month shall be levied at actuals or 25% of the monthly billed amount whichever is lower. To encourage better performance, the cap on monthly penalty shall be restored to 20% of the monthly billing amount if there is improvement in the performance under any four SLA parameters in the subsequent months. While the Selected Respondent will make every attempt to meet all the service levels from the date of going live, to allow for stabilization of processes, the Bank, at its sole discretion, will implement the penalty structure after 3 months of going live.

2.8 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 any or all of the Software, Deliverables, Products and/or perform the Services within the time period(s) specified in the Contract, the Respondent shall pay to the Bank liquidated damages being 0.5 percent of the contract price for each week or part thereof of the delay, until actual delivery or performance. This shall be without prejudice to the other right and remedies of the Bank including claiming actual damages from the Vendor. Bank shall also be within its right to deduct the said amounts from the Contract Price.

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. 2.9 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. 2.10 Archival of Call Centre Data The successful respondent shall archive all the calls (inbound and outbound), mails and web-chats etc. carried out during the contract period and share it with the Bank as and when required by the Bank during the contract period. The respondent is required to store and maintain all data for the duration of the contract and should be made available on


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demand to BOI at any given point of time. Suitable application for easy retrieval should be provided by the Respondent and it should be installed and made available on the Bank’s system. The archived data is to be securely removed from the storage devices at the end of the expiry of the contract period. The successful respondent is also expected to assist the Bank in data and call recording retrieval based on the parameters defined by the Bank from the data repository during the life of the contract. The successful respondent shall also assist the Bank in responding to queries and investigations initiated by the statutory bodies or law enforcement agencies as well as in fulfilling regulatory reporting requirements. 2.11 Exit Management The respondent shall promptly on the commencement of the exit management period (maximum of 6 months or any mutually agreed period), either due to termination of the contract or expiry of the contract, supply to the Bank or its nominated vendors the following:

1) Information relating to the current services rendered

2) Data related to open transactions such as service requests, issues, leads etc.

3) Migration of archived call records (online and offline), mails and web-chats

4) Process documents, specific to OBC, created during the contract period

5) Any other information/ support required for successful handover & migration of Call Centre services

The respondent shall provide uninterrupted services on existing terms till an alternate solution is available. Additionally, successful respondent is responsible for handover of all Banks’ data including CRM data, call logs and audio recordings etc. to the Bank or its nominated vendor as informed by the bank. Before the expiry of the exit management period, the respondent shall deliver to the bank or its nominated vendor all new or updated materials from the categories set out above, and shall not retain any copies thereof, except that the respondent shall be permitted to retain one copy of such materials for archival purposes only. 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,


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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 Centres.

MIS Reports

Few sample reports are as below. These are only indicative and not exhaustive.

Number of incoming calls handled

Number of outgoing calls placed

Average talk time for calls handled -measured

Average active time per call

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

First Call Resolution Report

Utilisation Report

System Uptime Report

Fatal Error Report

Details of all unresolved calls/ complaints of the day The Successful Respondent will provide any other reports revealing the functioning of the Call Centres 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 1.10. The Respondent will be in a position to provide the services for at least five years from the date of operationalization of Call Centre 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 indicating prices for the 6th and 7th year of call centre services, submitted by the Respondent, 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 will not be any binding on the bank to necessarily extend the contract with the selected Respondent after five years.


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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 Centres/ 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. 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. 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. 3.5 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 Compliance with Law The respondent shall undertake to observe, adhere to, abide by, comply with and notify the Bank about all laws in force or as are or as made applicable in future, pertaining to or applicable to them, their business, their employees or their obligations towards them and all purposes of this tender and shall indemnify, keep indemnified, hold harmless, defend and protect the Bank and its employees/officers/staff/ personnel/representatives/agents from any failure or omission on its part to do so and against all claims or demands of liability and all consequences that may occur or arise for any default or failure on its part to conform or comply with the above and all other statutory obligations arising there from.

The respondent shall promptly and timely obtain all such consents, permissions, approvals, licenses, etc., as may be necessary or required for any of the purposes of this project or for the conduct of their own business under any applicable Law, Government Regulation/ Guidelines and shall keep the same valid and in force during the term of the project, and in the event of any failure or omission to do so, shall indemnify, keep indemnified, hold harmless, defend, protect and fully compensate the Bank and its employees/ officers/ staff/ personnel/ representatives/agents from and against all claims or demands of liability and all consequences that may occur or arise for any default or failure on its part to conform or comply with the above and all other statutory obligations arising there from and the Bank will give notice of any such claim or demand of liability within reasonable time to the Respondent.

The Respondent is not absolved from its responsibility of complying with the statutory obligations as specified above. Indemnity would not be limited to court awarded damages and shall include indirect, consequential and incidental damages. Indemnity would cover


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damages, loss or liabilities suffered by the Bank arising out of claims made by its customers and/or regulatory authorities.

3.7 Violation of Terms

Bank shall be entitled to an injunction, restraining order, right for recovery, suit for specific performance or such other equitable relief as a court of competent jurisdiction may deem necessary or appropriate to restrain the Vendor from committing any violation or enforce the performance of the covenants, obligations and representations contained in the Contract/RFP. These injunctive remedies are cumulative and are in addition to any other rights and remedies the Bank may have at law or in equity, including without limitation a right for recovery of the amounts due under this contract and related costs and a right for damages.

3.8 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 –

Provide an initial Performance Guarantee for an amount of Rs.30.00 lakhs (Rupees thirty lakhs) in the format prescribed by Bank to be issued by any Scheduled Commercial Bank in India other than Bank of India and acceptable to Bank towards performance of the contract, before execution of the contract, valid for the entire contract period from the commencement of the contract and with further claim period of 12 months. In case the above sum of Rs.30 lakhs (Rupees thirty 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 said Performance 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. If the Performance Guarantee is not submitted to the Bank within the period mentioned hereinabove, Bank reserves the right to cancel the Contract. The Bank shall be within its right to invoke the Performance Guarantee without any notice to the, if the Vendor in the opinion of the Bank has delayed or failed to perform the obligation under the contract to the satisfaction of the Bank, or in the event of Bank terminating the contract and/ or the Vendor failing to pay the penalty/ liquidated damages payable to the Bank..

Give a security deposit of Rs.10.00 lakhs (Rupees Ten lakhs) to the Bank and the same will remain with the Bank under Bank’s lien 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 as on the date of first deposit and date on each subsequent renewal. 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 respondent withdraws his Tender before furnishing the security deposit, the earnest money deposit taken from the Respondent, will be forfeited. The successful respondent’s earnest money deposit will be adjusted against the security deposit requirement upon signing of the Contract and furnishing of the performance guarantee.


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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. 3.9 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

a) Respondent must be a Public/ Private Limited Company registered in India under Companies Act, 1956 and should have been in operation for at least 5 years as on 31.12.2017. In case the current respondent company is a result of the merger/ acquisition/ takeover/ buy/ purchase of business/ operations from other entity, at least one of the merged companies should have been in operation for at least 5 years as on 31.12.2017.

b) Respondent’s yearly gross revenues from Indian domestic call centre voice operations should be minimum of Rs.200 crores during FYs 2014-15, 2015-16, 2016-17.

c) The Respondent must be a profit making organization for the last 3 years i.e. 2014-15, 2015-16 and 2016-17.

d) 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 5000 FTEs for Indian domestic call centre voice operations. Besides this, the respondent should have a running call centre at any of the proposed centres as mentioned in clause no.1.12.

e) The Clientele of the respondent must include at least one reputed Public Sector Bank with total global business exceeding Rs.2,00,000 crores as on 31.03.2017 and providing in-bound customer care voice Call Centre services on Banking operations to such client with minimum 150 FTE’s for the last 2 years.

f) Respondent must be on the date of release of RFP managing inbound and outbound phone banking of any Bank in India.

g) Respondent should be registered with TRAI and should have valid OSP License for proposed Primary and Secondary centres as indicated in clause no. 1.12.

h) Respondent should not have been blacklisted or terminated by any Government/ Public Sector Organisation/ PSU Banks/ IBA/ RBI/ any regulatory authority during the last five years for unsatisfactory past performance, corrupt, fraudulent or any other unethical business practices, at any point of time. If a respondent chooses not to disclose any such issues, and the same comes to Bank’s notice at a later date,


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the bank will be free to revoke any contract entered with the vendor and invoke Bank Guarantee at its discretion.

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

a) Use any other relevant criteria in addition to what is stated above

b) Seek clarifications from any Respondent regarding response information and it may do so without notification to any other Respondents

c) Reject any or all responses received in response to this RFP

d) Cancel the RFP at any stage, without assigning any reason/s whatsoever

e) Modify/ reduce the eligibility criteria and/ or select the most responsive respondent (in case no respondent satisfied the eligibility criteria in totality)

f) Waive or Change any formalities, irregularities, or inconsistencies in proposal format delivery

g) To negotiate any aspect of proposal with any Respondent and negotiate with more than one Respondent at a time

h) Share the information/ clarifications provided in response to RFP by any respondent, with any other respondent(s)/ others, in any form.

i) Extend the time for submission of the tender

j) Visit the place of work of the Respondent

k) Conduct an audit of the services provided by the respondent

l) Ascertain information from the Banks and other institutions to which the Respondents have rendered their services for execution of similar projects

4.5 Adherence to Standards The Respondent should adhere to the Laws of Land and Rules, Regulations and Guidelines prescribed by various Regulatory, Statutory and Government authorities.


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5. EVALUATION CRITERIA

5.1 Evaluation criteria

Responses from Respondent will be evaluated on THREE stages, sequentially, as below: 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. 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. It is clarified 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 details/ evidences in respect of the Respondent for meeting the eligibility criteria, enabling the Bank to evaluate the Respondent on eligibility criteria. The Respondent will have to 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 need to respond to this RFP process. The template for Stage – A Evaluation of Eligibility is as per the Annexure D.


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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. 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 the Respondent 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. 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 respondent will be and Lowest Respondent 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”.


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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 respondent 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 Call Centres. 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 Centres. 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:

A. 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, trainers, 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 Centres.

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 excluding availed and break-time.

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

27000 / 8/ 30 = 112.5 FTEs


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Amount payable to Respondent If the “cost per FTE per shift per month” is Rs.25000, then, the amount payable shall be

112.5 x Rs.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.

B. 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 Calls per day at Call Centre excluding call handled by IVR only

First Year 10,000


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Second Year 15,000

Third Year 20,000

Fourth year 30,000

Fifth year 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 four 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:

C. Cost per FTE and Cost per Call

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.

D. 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 in your response to this RFP.

Cost per FTE per shift per month

A.

No Description Costs (INR) / (%)

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

(INR)

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

(INR)

4. Escalation as 5% to cost per FTE per shift per month for Fourth year over third year

(INR)

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

(INR)

6 Escalation as 5% to cost per FTE per shift per month for sixth year over fifth year (for reference only)

(INR)

7 Escalation as 5% to cost per FTE per shift per month for seventh year over sixth year (for reference only)

(INR)


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Cost per Call

B 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 Cost Per Call for the Third year (INR)

3 Cost Per Call for the Fourth year (INR)

4 Cost Per Call for the Fifth year (INR)

5 Cost Per Call for the sixth year (for reference only)

(INR)

6 Cost Per Call for the seventh year (for reference only)

(INR)

“Cost per FTE per shift per month” and “Cost per Call” quoted will be considered

while doing the Commercial evaluation.

“Cost per FTE per shift per month” for five years shall be weighted-average, by using the number of seats likely to be operational in the respective years as weights.

“Cost per Call” for second to fifth year shall also be weighted-average, by using the

average call volume per day in the respective years of operation.

The above weighted average costs will be combined to do the Commercial evaluation.

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 Respondents for Commercial Bid and evaluating the commercial proposals. The procedure is as below: Minimum two technically qualified respondents are required for opening the Financial Bids. Evaluation (arithmetical checking etc.) of the Financial Bids so opened will be done by the Bank. Lowest Respondent 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

1 Issue of RFP 12.01.2018

2 Last date for respondents to submit questions/ errors clarifications in RFP in writing.

19.01.2018

3 Pre-Bid Meeting Date 22.01.2018


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4 Response by Bank to Respondents on questions to RFP 25.01.2018

5. Last date for Respondents to submit their final Responses to RFP

02.02.2018

6. Opening of “A-Business proposal” and “B-Technical Management Proposal”

02.02.2018

7. Communication of Results of “Stage A-Evaluation of Eligibility” to successful respondents

03.02.2018

8. Announcement of Results of “Stage B – Technical Evaluation” to successful respondents

14.02.2018

9. Opening of Commercial Proposals 15.02.2018

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 or rejected. Bank of India is not obliged to provide any reasons for any such acceptance or rejection. 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. 6.2 Stages of Proposal

The response to RFP shall necessarily contain the following THREE sealed envelopes super scribed as :

1. First envelope “A-Business Proposal”,


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2. Second envelope “B-Technical Proposal” 3. Third envelope “C-Commercial Proposal”

The above THREE proposals in sealed envelopes will be placed in separate envelopes super scribed as RFP for Call Centre. Bank of India 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.

6.2.1 Stage 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 Rs.10,00,000/- (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. 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.25,000/- (Rupees Twenty Five thousand only). The application money shall be paid by Demand Draft/ Banker’s Cheque drawn in favour of “Bank of India – Application Money for Call Centres ‟payable at Mumbai. The application money is non-refundable.


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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 Annexures to this document numbered A-I, A-II and A-III. Respondents should not deviate from these formats along with supporting documents

b. Audited financial statements of immediately preceding three accounting years, along with annual reports.

c. Self-certified Copy of Certificate of Incorporation. Self-certified Copy of Commencement of Business in case of Public Limited Company.

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:

i 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).

ii 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.

iii In case the respondent is an affiliate of company incorporated outside India, details of the Respondent’s long-term commitment to the Indian market.

i. A CD containing soft copies of all of the aforesaid in any “read-only” common

software format. 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 under clause 6.2.4.1 below, and super scribed “A- Business Proposal – Response to RFP floated by Bank of India for Call Centres on 12.01.2018.” And should be submitted to the addressee as directed under clause 6.2.4.1. The template for Stage A – Evaluation of Eligibility is as per Annexure D.


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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.

b. Business performance section: Respondent’s capability in serving Bank’s

requirements, as per Annexure B-I, B-II & B-III along with supporting documents. 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.

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. d. A CD containing soft copies of all of the aforesaid documents, preferably in any “read

only” common software formats. e. All the above documents should be duly signed by authorised signatory, and serially

numbered. f. A bill of material, if any. (software, hardware, tools, etc., for workforce management

and other functions g. 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 12.01.2018 for Stage B – Technical Evaluation is as per Annexure E.

6.2.3 Stage C -Commercial Proposal

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

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 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”


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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 12.01.2018” and should be submitted to the addressee as directed under clause 6.2.4.1.

6.2.4 Lodgment 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 – 1, Customer Excellence Branch Banking Department, Head Office, 2nd floor, C-5 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 by hand delivery not later than 3:00 pm Indian Standard Time on 01.02.2018. 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 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 6.2.4.2, 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.


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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

The Respondent shall indemnify the Bank, and shall keep indemnified and hold the Bank harmless from and against any and all losses, liabilities, claims, actions, costs and expenses (including attorneys' fees) incurred/ may be incurred by the Bank and also those relating to, resulting from or in any way arising out of any claim, suit or proceeding brought against the Bank including by a third party as a result of:

(a) An act or omission of the Vendor, its employees, agents and sub-contractors in the performance of the obligations under the contract and/ or

(b) Claims against the Bank and/or any legal proceedings made by employees or other persons who are deployed by the Vendor and/or by any statutory/regulatory/ govt. authority and/or

(c) Breach of any terms of the Contract and/or the Service level Agreement to be executed by the Vendor and/or breach of any representation or warranty and/or.

(d) Violation of the Confidentiality obligations by the Vendor and/or its officials/employees or any other person employed by them in connection with the Contract and/or.

(e) Breach of any of the terms of the Contract and/or Service level Agreement by the subcontractors, if subcontracting of any part is permitted by Bank and/or

(f) The Software/Deliverables supplied not being properly licensed one and/or

(g) Any breach of IPR violations by the Vendor including those of the Software/Deliverables/Materials supplied to the Bank and/or services rendered by the Vendor.

It is clarified that there shall not be any cap on the liability of the Vendor under the Indemnity and the aforementioned obligations shall survive termination of contract.

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:


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1. The selected Respondent commits a breach of any of the terms and conditions of

the RFP/ contract.

2. The selected Respondent becomes insolvent or goes into liquidation voluntarily or otherwise

3. The progress regarding execution of the contract, made by the selected Respondent is found to be unsatisfactory.

4. If the selected Respondent fails to complete the due performance of the contract in accordance with the agreed terms and conditions

5. An attachment is levied or continues to be levied for a period of 7 days upon effects of the tender.

6. Respondent failing to execute the contract document.

7.3 Termination For Convenience In addition to the right of the Bank to terminate the contract for the delayed/ unsatisfactory/ non-performance of the Respondent and/or for various reasons detailed in the Service Level Agreement to be executed with the Bank, the Bank shall also be entitled to terminate the Contract at any time for its convenience by giving three months’ notice to the Respondent. It is hereby clarified that the termination for convenience shall be without any compensation to the Respondent and in case of termination for any reason; the Bank shall not be liable to pay any fee/ consideration for the contract which is not performed. It is also clarified that the Respondent shall not be entitled to terminate the contract. 7.4 Fees:

a) the Vendor shall be solely responsible for payment of all applicable, present and future Taxes, levies, charges, license fees, octroi, royalties, road tax, service tax, excise, customs duties, entry tax/fee etc., and other taxes/fees whatsoever that may be imposed by State/Central Government or any local body from time to time, in connection with the Contract. It is clarified that Bank shall not be liable to compensate the Vendor in the event of upward revision of the Taxes/Fees as above.

b) Bank shall be within its right to deduct any tax deductible at source (“TDS”), as may be applicable, before making any payments to the Vendor. In the event any claim is made on the Bank for any taxes by any authorities, the same shall be immediately settled by Vendor and Bank shall also be within its right to deduct such amounts from the Purchase Consideration and make payment to the Authority demanded

7.5 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


62

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 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


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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.

7.6 Inspection and Right to Audit by Bank and RBI

Respondent shall keep complete and accurate records of its activities in connection with the said contract. Respondent shall provide such details/ information as may be called for by the Bank and/or the Reserve Bank of India (RBI) and also allow the Bank and RBI, their auditors, officers for inspecting, examining and auditing Respondent’s records, whenever required by Bank/ RBI. Respondent will co-operate with the RBI/ Bank’s internal or external auditor to assure a prompt and accurate audit. If the Bank permits the Respondent to outsource any of the activities under this contract (which shall always be in writing), the Respondent shall ensure that necessary agreement is entered into with the Agency engaged for such purpose and such agreement shall also contain necessary mandate by the said outsourced agency interalia agreeing for production of documents called for, inspection and audit of their premises and books by RBI and / or the Bank and any Agencies engaged by the Bank and / or by the RBI. Respondent shall also correct any practices which are found to be deficient if pointed out by the RBI/Bank. The Respondent is aware that failure to provide the information called for within the stipulated time to the Bank/RBI may result in RBI imposing fine on the Bank / Respondent and the Respondent agrees that all such fine shall be paid by the Respondent irrespective of whether such fine is levied on the Bank or the Respondent. Payment of fine by Respondent, shall not affect the right of the Bank/ RBI to take other actions against the Vendor. Contract Agreement The Vendor shall execute the Contract Agreement/ Service level Agreement in the format devised by the Bank.

7.7 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


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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.

7.8 Publicity

The Bidder shall not advertise or publicly announce that he is undertaking work for Bank of India without written consent of Bank of India. In case of non-compliance of this clause the Bidder will be debarred for participating any future tender / contract for a period of three years. 7.9 Variation

Bank of India may at any time during the contract require the respondent to revise the Deliverables, Equipment, Services or Supplies including Completion Date. In an event of such nature, Bank of India will request the Respondent to state in writing the effect such variation will have on the work schedule. The Bidder shall furnish these details, in writing, in two weeks from the receipt of such request. 7.10 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.

7.11 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. 7.12 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. 7.13 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


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this RFP and in no way define, limit, extend or describe the scope or intent of any provisions hereof. 7.14 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).

7.15 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 Call Centre and designated representative of the Respondent. If designated Officer of the Bank for Call Centre/s 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. 7.16 Negligence In connection with the work or contravention of the provisions of General Terms, if the selected respondent neglects to execute the work with due diligence or expedition or refuses or neglects to comply with any reasonable order given to him in writing by the Bank, in such eventuality, the Bank may after giving notice in writing to the selected respondent calling upon him to make good the failure, neglect or contravention complained of, within such times as may be deemed reasonable and in default of the said notice, the Bank shall have the right to cancel the Contract holding the selected respondent liable for the damages that the Bank may sustain in this behalf. Thereafter, the Bank may make good the failure at the risk and cost of the selected respondent. 7.17 Responsibility for Completeness

The respondent shall ensure that the Solution provided meets all the technical and functional requirements as envisaged in the scope of the RFP. The respondent is required to customize the software/develop interface as per Bank’s requirement either at Bank’s site or at off site. The respondent shall deliver, install the equipment and port the software, customize and arrange for user acceptance test at respondent’s cost as per accepted time schedules. The respondent is liable for penalties levied by Bank for any deviation in this regard. The respondent shall provide for all tools, testing instruments, drivers, consumables required to install, customize and test the software without any further charge, expense and cost to Bank.


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7.18 Responsibilities of the Respondent By submitting a signed bid/ response to this RFP the Respondent certifies that:

The Respondent has arrived at the prices in its bid without agreement with any other respondent of this RFP for the purpose of restricting competition.

The prices in the bid have not been disclosed and shall not be disclosed to any other

respondent of this RFP.

No attempt by the Respondent to induce any other respondent to submit or not to submit a bid for restricting competition has occurred.

The staff entrusted shall always maintain the decorum and dignity. The Bank shall

not be responsible for any untoward incidents attributed to the staff entrusted to carry out this solution/ services.

7.19 Corrupt and Fraudulent Practices

As per Central Vigilance Commission (CVC) directives, it is required that Respondents/ Suppliers/ Contractors observe the highest standard of ethics during the procurement and execution of such contracts in pursuance of this policy.

"Corrupt Practice" means the offering, giving, receiving or soliciting of anything of

values to influence the action of an official in the procurement process or in contract execution.

"Fraudulent Practice" means a misrepresentation of facts in order to influence a

procurement process or the execution of contract to the detriment of the Bank and includes collusive practice among respondents (prior to or after bid submission) designed to establish bid prices at artificial non-competitive levels and to deprive the Bank of the benefits of free and open competition.

The Bank reserves the right to reject a proposal for award if it determines that the

respondent recommended for award has engaged in corrupt or fraudulent practices in competing for the contract in question.

The Bank reserves the right to declare a firm ineligible, either indefinitely or for a

stated period of time, to be awarded a contract if at any time it determines that the firm has engaged in corrupt or fraudulent practices in competing for or in executing the contract. The decision of Bank in determining the above aspects will be final and binding on the all the Respondents. No Respondent shall contact through any means of communication the Bank or any of its employees on any matter relating to its Bid, from the time of Bid opening to the time the contract is awarded. If the respondent wishes to bring additional information to the notice of the Bank, it may do so in writing.

7.20 Patent Rights/ Intellectual Property Rights

In the event of any claim asserted by a third party of infringement of trademark, trade names, copy right, patent, intellectual property rights or industrial design rights arising from the use of the products supplied by the BIDDER or any part thereof in India, the BIDDER shall act expeditiously to extinguish such claim. If the BIDDER fails to comply and the


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BANK is required to pay compensation to a third party resulting from such infringement, the BIDDER shall be responsible for the compensation including all expenses, court costs and lawyer fees. The BANK will give notice to the BIDDER of such claim, if it is made, without delay.

7.21 Vicarious Liability

The selected Respondent shall be the principal employer of the employees, agents, contractors, sub-contractors, etc., engaged by the selected Respondent and shall be vicariously liable for all the acts, deeds, matters or things, whether the same is within the scope of power or outside the scope of power, vested under the contract. No right of any employment in the Bank shall accrue or arise, by virtue of engagement of employees, agents, contractors, subcontractors, etc., by the selected Respondent, for any assignment under the contract. All remuneration, claims, wages dues, etc., of such employees, agents, contractors, sub-contractors, etc., of the selected Respondent, shall be paid by the selected Respondent alone and the Bank shall not have any direct or indirect liability or obligation, to pay any charges, claims or wages of any of the selected Respondent’s employees, agents, contractors, subcontractors, etc. The selected Respondent shall agree to hold the Bank, its successors, assigns and administrators fully indemnified, and harmless against loss or liability, claims, actions or proceedings, if any, whatsoever nature that may arise or caused to the Bank through the action of selected Respondent’s employees, agents, contractors, sub-contractors, etc.

General Manager Customer Excellence Branch Banking Department Bank of India C-5, G Block, Star House-1, 2nd floor, Bandra Kurla Complex, Bandra (East) Mumbai-400 051.

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Response to RFP Business Proposal Annexure A-I

The General Manager

(Customer Excellence Branch Banking Department) Bank of India, Star House-1, C-5, G Block, Bandra Kurla Complex, Bandra (East),

Mumbai 400051.

Dear Sir, RE: Response to RFP – Call Centre services for Bank of India

We refer to your advertisement dated 12.01.2018 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 2014-15, 2015-16, 2016-1as per Col 10 of Annexure –II

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

5 DD/Banker’s Cheque No.__________dated________for Rs.25,000/- (Rupees Twenty Five Thousand 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 and 6.2.2

We hereby declare that we have read and understood the terms and conditions mentioned in the RFP 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 damages as mentioned in the RFP document.

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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 RFP may summarily be rejected and be subjected to liquidated damages.

Signature of Authorised Signatory

Name:

Designation: Company’s stamp/seal: Date:

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Annexure A-II

ELIGIBILITY CRITERIA DECLARATION (To be given on the Company’s Letter Head)

The General Manager, Customer Excellence Branch Banking Department, Bank of India Star House 1, C-5, ‘G’ Block, Bandra Kurla Complex, Bandra East, Mumbai 400051.

We have carefully gone through the contents of the above referred RFP and furnish the following information relating to Eligibility Criteria:

Criterion Documentary proof to be submitted

The respondent must be a Public/ Private Limited Company registered in India under the Companies Act, 1956/ 2013 and should have been in operation for at least 5 years as on 31.12.2017. In case the current vendor Company is the result of a merger/ acquisition/ take over/ buy/ purchase of business/ operations from another entity, at least one of the merged companies should have been in operation for at least 5 years as on 31.12.2017

Respondent shall submit certificate of incorporation and certificate of commencement of business in case of Public Limited Company or Certificate of incorporation in case Pvt Ltd Company, issued by the Registrar of Companies. In case of acquisition/ takeover, required document/ agreement should be submitted.

The Respondent should have a minimum yearly gross revenue of Rs.200 crores from their BPO operations in India during FYs 2014-15, 2015-16, 2016-17

Respondent shall submit the duly audited Financial Statements for the last three years 2014-15, 2015-16 and 2016-17 along with complete auditor’s certificate/ qualification.

The Respondent must be a profit making organization (Net Profit) for the last three years. (2014-15, 2015-16, 2016-17)

Respondent shall submit the duly audited Financial Statements for the last three years along with complete auditor’s certificate/ qualification.

The respondent must have registered itself with Department of Telecommunication (DoT) or any other agency authorized by DoT for BPO/ ITES

Copy of DOT/ TRAI certificate for locations/ centres.

The Respondent should operate a professional Call Centre facility at multi locations across the country having a capacity of at least 5000 seats for last Three years. Besides this, the respondent should have a running call centre at the proposed centres

Copy of the letter from Client/ LOI/ Agreement with the client to this effect.

The Clientele of the Respondent must include at least one reputed Scheduled


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Commercial Bank (Indian/ Foreign Bank, operating in India) with total annual business (Deposits + Advances) exceeding Rs.2 lakh crore during the last financial year, i.e. 2016-17 for whom the Service Provider has set up and running a Contact Centre of at least 150 FTEs for the last two years.

Respondent must be on the date of release of RFP managing inbound and outbound phone banking of any Bank in India

Self-Undertaking from the respondent

Respondent should be registered with TRAI and should have valid OSP License for proposed Primary and Secondary centres as indicated in clause no. 1.12.

Copy of License for the proposed Primary and Secondary Centres

The Respondent should be ready to provide Contact Centre services in at least 9 Languages (Hindi, English, Tamil, Kannada, Marathi, Gujarati, Telugu, Malayalam & Bengali)


Respondent should not have been blacklisted or terminated by any Govt/ Public Sector organization/PSU Bank/ IBA/ RBI/ any regulatory authority during the last five years for unsatisfactory past performance, corrupt, fraudulent or any other unethical business practices, at any point. If a respondent chooses not to disclose any such issues, and the same comes to Bank’s notice at a later date, the bank will be free to revoke any contract entered with the vendor and invoke Bank Guarantee at its discretion.


Respondent should have obtained ISO/ IEC 27001:2013 certification.

ISO/ IEC 27001:2013 certification.

We confirm having complied with all the prescribed eligibility criteria of the RFP.

SIGNATURE (Name & Designation, Seal of the Company)

NOTE: Only those respondents fulfilling all the above eligibility criteria will be short-listed for further evaluation. Respondents rejected having been found ineligible under the above parameters will not be separately informed and no further correspondence will be entertained by the Bank. Self-certified Photocopies of relevant documents/certificates should be submitted as proof in

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support of the claims made along with tender. The Bank reserves the right to verify/evaluate the claims made by the respondent independently. All certificates, reference letter, undertaking should be in English, duly complete with signature, name and stamp of the issuing authority and their organization. In case the company bidding is the new entity because of result of merger or takeover/ buy/ purchase of business/ operations from another entity then the earlier entity whose business/ operations new entity has taken over/bought/purchased should satisfy this criterion.

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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

Business of

client Bank

Does the scope of

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

Scope of Services provided

1

2

(Please attach separate sheets if required)

Signature of Authorised Signatory

Name:

Designation:

Company’s stamp/Seal

Date:

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Annexure B-I

Technical Proposal

PART I

Respondent’s Profile and Response

No Particulars Details

1 Name of the Company

2 a. Constitution (whether public/private limited company)

b. Whether the company is registered in India(Yes/No)

3 Date of incorporation (Please attach a copy of Certificate of incorporation of the company and Commencement of Business in case of Public Limited 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

Postal address with pin code

E-mail address

Phone numbers

7 Name of Directors 1. 2. 3. 4. 5. (Attach separate sheet if required)

8 Organisation structure Attach separate sheet

9 a. Registration with Do T or any other agency (pl specify) authorized by DoT. (Enclose documentary proof)

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b. Certifications obtained (Please attach the copy of certificates)

10 Financial profile: 2014-15 2015-16 2016-17

Gross Revenues

Turnover

Net profits

11 a. Whether the Respondent is operating with an aggregate of 5000 FTEs during the past TWO years for India domestic call centre voice operations

Yes/ No (Certificate of CA to be attached)

b. Details Call Centres owned by the Respondent as below in support of answers to 11(a) above

Location No. of seats

No. of FTEs

Date of commencement of operations

1

2

3

4.

5

12 Details of Respondent’s banking clients with total business of Rs.200000 crores, and providing in-bound customer care services

Banking Client’s Name

No.of FTEs

No.of seats

Banking Client’s turnover

1. 2. 3. 4. 5.

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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

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PART II

1. Service Provider Organisation Overview :

1.a. Rs.in crores

Financial Profile 2014-15 2015-16 2016-17 Upto Sept’17

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?

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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

2a. Current Business Profile

Criteria No.of

years

No.of seats Break up of business revenues

For

Inbound

process

For

outbound

process

14-15 15-16 16-17 Sept’17

Process

Banking & Financial Services

Financial Services

Telecom

Retail

Manufacturing

E-Governance

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Any other, specify

Country-wise

India

United states of

America

European countries

South-east Asian

countries

Others

Within India – Territory wise

North

South

East

West

Call centre channels used

Voice

Live chat

SMS

Email

Any other

2b. Future Business Strategy

FY 17-18 FY 18-19 FY 19-20 Reasons

Focus Area-industry

Focus Area-Inbound

processes

Focus Area –Outbound

processes

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Focus Area –

Geographical coverage

Capacity in terms of

Number of seats

Business Revenues

Acquisitions & Alliances in

process

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?

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?

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?

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4. 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 Email Live-

chat

Web

service

Any

other

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

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

What are the languages you are handling?

Number of seats

Number of

Agents & Team Leads

Since when

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 6. Compliance to Service Level Agreements Give SLA parameters set for you by existing Top 5 clients

6.a Service Level Agreements

CLIENT -1 Benchmarks 2014-15 2015-16 2016-17 Upto

Sept’17

Call Answer or equivalent

Call Abandonment Rate

First Call Resolution Rate

Average Handling time

Fatal Error

C-SAT

Any other SLAs, pl specify

CLIENT - 2




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Fatal Error

C-SAT


CLIENT – 3





Fatal Error

C-SAT


CLIENT – 4





Fatal Error

C-SAT


CLIENT – 5





Fatal Error

C-SAT


84

6.b What are the tools being used by you for

measuring the SLA parameters?

6.c What are your HR practices, while SLA

compliances are deficient?

6.d What are your methods of improving the

SLA standards?

7 Use of Subcontractors

Processes, subcontracted

Name of Contractor

Since when & for how long

Back-up Arrangement, in case of breach

Risk in a 5 point scale, hampering the operations

Any other

KYC Verification

Customer loyalty programmes

Market research-tele – interview

Recruitment Process

Employee Verification process

Competency testing for selection

Performance Management

Power, GenSet Maintenance

Software Maintenance

Hardware Maintenance

Physical Security

Management

Any other processes

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What are your Dependency Risk –mitigation strategies?

Business Process Expertise, specifically in Banking Industry

8 Banking Industry Specific skill Sets

Domestic/Foreign Banking Industry processes

Account Team Profile

No. of seats

Size Experience Banking Knowledge

Inbound Customer Care- Query-Response

Outbound-sales and collections

Service Request Processing expertise

Basic banking transactions

Complaints management processes

Market research and survey processes

9 Specific compliance requirements for a Call Centre

Please state your NASSCOM rank/ ISO 270001:2013 certified

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

Tools Name of the tool

Whose? Or Own?

Integration aspects

No. of Users

Any other

CRM

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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?

Area of Expertise Team Size Experience

No. of years

Industry

Oracle CRM/ Siebel CRM/ Dynamic CRM of Microsoft

Operating systems

Databases

Give a brief account on the above

Have you implemented a complete Call Centre solution (hardware and software) for any specific client or for yourself? If so, give a brief account of it

11 Software platforms

12 Technical Infrastructure Requirements

11.a Technical Requirements No Configuration Specifications

Suggested Make

Pcs – configuration/or any other

Other IT infrastructure for the Agent/team leader workstation

Software support-CTI

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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

Physical security arrangements-CCTV, access control,

Any other

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 you adapting ISO 27001 security practices or any other security practices? Please specify.

12.b Security initiatives – Data /IT /software

What are the Fire-walls used by you?

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?

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12.cSecurity 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 sub-contracting/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 mplementation of Call 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

89

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 and 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

90

Members Number BPO Experience

Banking BPO experience

Qualifications Any other

Agents

Team Leaders

Supervisors

Managers

Quality Assurance Executives

Quality Managers

IT Executives

IT Managers

Admin Executives

Admin Managers

HR Executives

HR Managers

Ratios

Agent-Team leader ratio

Managers, supervisors, admin executives

Quality assurance team to Agent

HR Team

Proposed Organisation Structure

Give an account on communication interpersonal skills, to be built

16.b Resources mobilization plans for Operational Team

Sources of human resources

Recruitment processes/cycle

Retention plans and re-recruitment strategy

16.c Operational Team Development

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

Training No. of Days Testing Benchmarks Graduation

By Company

By Bank

Functional training

Training on business etiquettes and communication skills

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Managerial skill development programmes

Online training

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

92

Technical Proposal Annexure B-II Compliance Certificate

Ref. No. Date: The General Manager (Customer Excellence Branch Banking)

Bank of India, Head Office, Mumbai - 400 051. Dear Sir,

Ref: Establishing of Call Centres 1. 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.

2. If our Bid is accepted, we undertake to carry out the assignment as per laid down parameters.

3. We confirm that this offer is valid for six months from the last date for submission of RFP to the Bank (RFP closing date)

4. This Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract upon us.

5. 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”

6. We agree that Bank is not bound to accept the lowest or any Bid that the Bank may receive.

7. 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.

8. 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.

9. 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.

10. 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. Seal & Signature of the Respondent Phone No. Fax No. E-Mail: Place Date:

93

Technical Proposal Annexure B-III Compliance Certificate

Location/ Respondent’s Existing Call Centre for Site Visit

No Location Address No. of

seats

Appropriate time band

for visit

Process being

handled (e.g.

banking, credit

card, telecom

sales,

recovery,)

Contact Details

(Contact

person &

telephone

numbers)

1

2

3

Notes to be given by the Bank’s official visiting the site:

94

Commercial Proposal Annexure C

COMMERCIAL PROPOSAL

This is the commercial proposal for the Response to RFP issued by Bank of India for providing full-fledged 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

(INR)

3 Escalation as 5% to cost per FTE per shift per month for third year over second year

(INR)

4 Escalation as 5% to cost per FTE per shift per month for Fourth year over third year

(INR)

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

(INR)

6 Escalation as 5% to cost per FTE per shift per month for sixth year over fourth year *

(INR)

7 Escalation as 5% to cost per FTE per shift per month for seventh year over fourth year *

(INR)

Cost per Call

B 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 Cost per Call for the Third year (INR)

3 Cost per Call for the Fourth year (INR)

4 Cost per Call for the Fifth year (INR)

5 Cost per Call for the Sixth year * ( INR)

6 Cost per Call for the Seventh year * (INR)

*(for reference only) 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:

95

Annexure D

Evaluation of Eligibility

Criterion Compliance (Yes/No)

Documentary proof to be submitted

Details of Proof

Submitted

The respondent must be a Public/ Private Limited Company registered in India under the Companies Act, 1956 and should have been in operation for at least 5 years as on 31.12.2017. In case the current vendor Company is the result of a merger/ acquisition/ take over/ buy/ purchase of business/ operations from another entity, at least one of the merged companies should have been in operation for at least 5 years as on 31.12.2017

Respondent shall submit certificate of incorporation and certificate of commencement of business in case of Public Limited Company or Certificate of incorporation in case Pvt Ltd Company, issued by the Registrar of Companies. In case of acquisition/ takeover, required document/ agreement should be submitted.

The Respondent should have a minimum yearly gross revenue of Rs.200 crores from their BPO operations in India during FYs 2014-15, 2015-16, 2016-17


The Respondent must be a profit making organization (Net Profit) for the last three years. (2014-15, 2015-16, 2016-17)


The respondent must have registered itself with Department of Telecommunication (DoT) or any other agency authorized by DoT for BPO/ITES

Copy of DOT/ TRAI certificate for locations/ centres.

The Respondent should operate a professional Call Centre facility at multi locations across the country having a capacity of at least 5000 seats for last Three years. Besides this, the respondent should have a running call centre at the proposed centres


96

The Clientele of the Respondent must include at least one reputed Scheduled Commercial Bank (Indian/ Foreign Bank, operating in India) with total annual business (Deposits + Advances) exceeding Rs.2 lakh crore during the last financial year, i.e. 2016-17 for whom the Service Provider has set up and running a Contact Centre of at least 150 FTEs for the last two years.


Respondent must be on the date of release of RFP managing inbound and outbound phone banking of any Bank in India


Respondent should be registered with TRAI and should have valid OSP License for proposed Primary and Secondary centres as indicated in clause no. 1.12.

Copy of License for the proposed Primary and Secondary Centres

The Respondent should be ready to provide Contact Centre services in at least 9 Languages (Hindi, English, Tamil, Kannada, Marathi, Gujarati, Telugu, Malayalam & Bengali)


Respondent should not have been blacklisted or terminated by any Govt/ Public Sector organization/PSU Bank/ IBA/ RBI/ any regulatory authority during the last five years for unsatisfactory past performance, corrupt, fraudulent or any other unethical business practices, at any point. If a respondent chooses not to disclose any such issues, and the same comes to Bank’s notice at a later date, the bank will be free to revoke any contract entered with the vendor and invoke Bank Guarantee at its discretion.


Respondent should have obtained ISO/ IEC 27001:2013 certification.

ISO/ IEC 27001:2013 certification.

97

Annexure - E

Template for “Stage – B Technical Evaluation”

Max. Score

Score Para / Section Reference in RFP

1 Provider RFP process management capability 10

i) Compliance with the RFP process and timetable 2

ii) Quality of clarification questions 2

iii) Compliance with provider proposal format 2

iv) Compliance with provider pricing format 2

v) Quality of proposal documentation 2

2 Service Provider profile 20

i) Service Provider organization overview (financial profile, Organization structure)

4 Annexure B-I Column 1.a,1.b.1.c

ii) Service Provider’s business profile and strategy 4 Annexure B-I Column 2.a,2.b

iii) Service Provider’s Management practices and procedures 4 Annexure B-I Column 3.a,3.b.3.c.3.d

iv) Dedicated practice area and core competency 4 Annexure B-I Column 4.a,4.b

v) Service Provider’s expertise in handling Call Centre service in regional languages.

4 Annexure B-I Column 5

3 Human Resources 15

i) Respondent’s current Human Resources Management practices including rate of attrition of employees on a monthly basis


ii) Relationship Management (Account Team) for providing services to Bank


iii) Operational Team - Resourcing for providing services to Bank 5 Annexure B-I Column 16

98

Max. Score

Score Para / Section Reference in RFP

4 Business process expertise, Specially in Banking Industry 15

i) Banking Industry-specific skill sets 5 Annexure B-I Column 8

ii) Specific Compliance Requirements for Call Centre including registration with NASSCOM Rank, ISO certification


5 Technical Expertise 15

i) Technical Expertise – (Hardware /software / Telecom) 5 Annexure B-I Column 10

ii) Security (IT and Data) 5 Annexure B-I Column 12

iii) Transition Process 5 Annexure B-I Column 13

6 Performance with Service requirements (SLAs) of existing clients

5

i) Compliance to Service Level Agreements including use of subcontractors

5 Annexure B-I Column 6a,6b,6c,6d.6e, 7

7 Proposal presentation 10

8 Site Visit 10

9 Due Diligence 5

i) References - Enterprise wide 5

Annexure B-I Column 17

ii) References - Specific team personnel

TOTAL 100