}
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    • IT and Telecommunications, IT Enabled Services, Call Center Services-Maharashtra

    Maharashtra State Electricity Distribution Company Limited has published IT and Telecommunications, IT Enabled Services, Call Center Services. Submission Date for this Tender is 21-12-2017. Call Center Services Tenders in Maharashtra. Bidders can get complete Tender details and download the document.




    Tender Notice

    14612957
    IT and Telecommunications, IT Enabled Services, Call Center Services
    Tender
    Indian
    Maharashtra
    21-12-2017

    Tender Details

    Appointment Of Agency For Providing Customer Care Services To Msedcl I.Set-Upanintegratedcontactcenter With Specific Number Of Seats Formsedcl. The Number Of Fte (Full Time Equivalent) Is To Be Quoted By Bidder On The Basis Of Current Call Load Of Msedcl Call Centers Given In The Tender. Ii.Handles Technical Complaints (Power Failure, Emergency, Etc) And Commercial Complaints (Billing Issues, New Connection Request, Etc) From Msedcl Consumers (Approx. 2.4 Crore) Iii.Maximum Average Handling Time Allowed 120 Second For Technical Calls And 210 Seconds For Commercial Calls. Iv.Mapping Existingtollfreenumbers And Shifting Of Existingprilines (5 Nos.)(Withacapacitytoaddadditional 5 Pri Lines). V.Integratingctisoftwarewithmsedcl?Scrmsoftware.Asinglescreentobeprovidedtoagentstoaccessbothctias Wellasmsedclcrm. Vi.Coordinationregardinginstallation,Transfer,Routing,Mapping,Andtroubleshootingofthetollfreenumberas Wellasprilines Shallbe Handledbythebidder.Anydocument/Letter Inthisregardwillbeissuedbymsedcl Vii.Customerhandling: ?Receive In-Bound Voice Calls, Emails, Sound Files, And Social Media Interactions; Enter Details In Msedcl Provided Web-Based Crm Package. ?Check Status Of Complaints In Crm Package And Inform Inbound Callers Accordingly. ?Check Crm And Initiate Outbound Calls (About 20%) As Indicated In Crm Package And Enter Feedback In Crm Package. ?Initiate Outbound Calls For Campaigns As Advised By Msedcl. ?Receive In-Bound Voice Calls For Customers Interested In New Connection And For Applying Other Schemes. Viii.Mis Reports ?Generate Daily / Weekly / Monthly Statistics Reports To Msedcl. ?Recording 100% In-Bound As Well Out-Bound Calls For Audit Trail For Six Months And Retrieving And Making Available The Data As And When Required By Msedcl. Ix.Enterprise Social Media Management. X.Buyback Of Old Call Center Equipments At Msedcl Call Centers At Bhandup Pune (After Decommissioning)

    Key Value

    Document Fees
    INR 29500 /-
    EMD
    INR 2004251.0 /-
    Tender Value
    INR 20.04 Crore /-
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