Invitation for Contract Awards Detail
GOVERNMENT OF THE PEOPLE'S REPUBLIC OF BANGLADESH
| Ministry/Division |
: |
Ministry of Finance |
| Agency |
: |
Sonali Bank Limited |
| Procuring Entity Name |
: |
Sonali Bank Limited, Govt. Accounts & Services Division, Head Office, Dhaka. |
| Procuring Entity Code |
: |
|
| Procuring Entity District |
: |
Dhaka |
| Contract Award for |
: |
Services |
| Invitation/Proposal Reference No |
: |
SBL/HO/GASD/Call Center/RFP/2022/01 |
KEY INFORMATION
|
| Procurement Method |
: |
NCT |
| Tendering Method |
: |
Quality and Cost Based Selection(QCBS) |
FUNDING INFORMATION
|
| Budget and Source of Funds |
: |
Own Funds Own Funds |
| Development Partner (if applicable) |
: |
|
PARTICULAR INFORMATION
|
| Project/Programme Name (if applicable) |
: |
|
| Tender/Proposal Package No |
: |
SBL/HO/GASD/Call Center/RFP/2022/01 |
| Tender/Proposal Package Name |
: |
MANAGEMENT OF CALL/CONTACT CENTRE SERVICE AS FULL OUTSOURCING MODEL |
| Date of Advertisement |
: |
19/12/2021 |
| Date of Notification of Award |
: |
25/07/2022 |
| Date of Contract Signing |
: |
11/08/2022 |
| Proposed Date of Contract Completion |
: |
10/08/2027 |
| No. of Tenders/Proposals Sold |
: |
3 |
| No. of Tenders/Proposals Received |
: |
2 |
| No. of Tenders/Proposals Responsive |
: |
2 |
INFORMATION ON AWARD
|
| Brief Description of Contract |
: |
The Bank intends to setup a round the clock (24x7x365) Call/Contact Center as Full Outsourcing Model under the terms and conditions set by the bank. The bank wants to setup Call/Contact Center with 30 seats initially with a provision to extend the same up to 250+ agents, so as to enhance its capability to handle more calls and provide more services through this Call/Contact Center. The Bank aims at expanding the scope of services through inbound/outbound calls including Omni-channel services to our existing and prospective customers. The plans include establishment of Call/Contact Center and also expand outbound call facility for Collection, Soft recovery, Tele-marketing of its products and other purposes. The Call/Contact Center operation set up would be on a full outsourcing model, wherein the entire infrastructure required (like Servers, hardware, solution, software, premises, various equipment’s, power requirement, furniture, security, insurance, manpower and any other equipment’s) for implementing, managing and maintaining the Call/Contact Center service would be provided by the Successful Tenderer to deliver the specific scope outlined in the Request for Proposal (RFP). In this context, the Bank invites EOI from prospective Tenderer(s) as manage service provider for implementing, managing and maintaining the Call/Contact Center service as Full Outsourcing Model. The scope of functions/work to be covered by the selected tenderer for the Managed Call/Contact Center can be broadly classified into the following categories:
a) Inbound calls
b) Outbound calls.
c) IVR Functions & Smart (Visual) IVR
d) Cross sell/Up-Sell/Marketing Initiatives
e) Soft recovery & Collections
f) Grievances and resolutions
g) Customer Segmentation
h) Online Chat & email
i) Omni channel & New initiatives |
| Contract Value |
: |
14,09,68,421.00 |
| Name of Supplier/Contractor/Consultant |
: |
Digicon Technologies Limited and Earth Next Technologies Limited (Joint Venture)
|
| Location of Supplier/Contractor/Consultant |
: |
Address of Lead Partner: Digicon Technologies Limited, 242/A Tejgaon I/A, Gulshan Link Road, Dhaka-1208, Bangladesh. |
| Location of Delivery/Works/Consultancy |
: |
Dhaka |
| Is the Contract Signed with the same person stated in the NOA |
: |
Yes |
| If No give reason why |
: |
|
| Was the Contract Singed in due time? |
: |
Yes |
| If No give reason why |
: |
|
ENTITY DETAILS
|
| Name of Authorised Officer |
: |
Md. Zahirul Islam |
| Designation of Authorised Officer |
: |
Project Director & Deputy General Manager (IT Services Management Division), Sonali Bank Limited, Head Office, Dhaka. |
