Outbound Calling Services and Document Collection · 2020. 4. 21. · 1Page REQUEST FOR PROPOSAL...

REQUEST FOR PROPOSAL

For

Outbound Calling Services and Document Collection

Issue Date : 30-Nov-2017

Last Date for submission of proposal: 15-Dec-2017

Table of Contents

1.0 INTRODUCTION AND SCOPE.................................................................................................................... 3

1.1 PURPOSE ............................................................................................................................................................. 3 1.2 REQUEST FOR PROPOSAL DEFINITIONS ............................................................................................................... 3

2.0 TERMS OF THE RFP .................................................................................................................................... 4

2.1 ACKNOWLEDGEMENT ......................................................................................................................................... 4 2.2 PROPOSAL DEADLINES ....................................................................................................................................... 4 2.3 COMPANY’S OBLIGATIONS ................................................................................................................................. 4 2.4 PROPOSAL EVALUATION..................................................................................................................................... 5 2.5 RFP TERMS AND CONDITIONS APPLIED TO FINAL CONTRACT ........................................................................... 6 2.6 TERMS BINDING ON BIDDER ............................................................................................................................... 6 2.7 HOLD HARMLESS ............................................................................................................................................... 6 2.8 CONFIDENTIALITY PROVISION ............................................................................................................................ 6 2.9 SUB-CONTRACTING ............................................................................................................................................ 7 2.10 ACCEPTANCE OF PROPOSALS .............................................................................................................................. 7 2.11 EVALUATION AND SELECTION ............................................................................................................................ 8 2.12 LIABILITY FOR ERRORS ...................................................................................................................................... 8 2.13 ACCEPTANCE OF TERMS ..................................................................................................................................... 8 2.14 OWNERSHIP OF PROPOSALS ................................................................................................................................ 8 2.15 USE OF REQUEST FOR PROPOSAL ........................................................................................................................ 8 2.16 RFP SCHEDULE .................................................................................................................................................. 9 2.17 DELAY IN PERFORMANCE OF THE OBLIGATIONS BY THE BIDDER ........................................................................ 9 3.0 PROPOSAL PREPARATION ................................................................................................................................... 9 3.1 PROPOSAL FORMAT ............................................................................................................................................ 9 3.2 NOTIFICATION OF CHANGES ............................................................................................................................. 10 3.3 CHANGES TO PROPOSED WORDING .................................................................................................................. 10 3.4 BIDDER’S EXPENSES ......................................................................................................................................... 10 3.5 COMPLETENESS OF PROPOSAL .......................................................................................................................... 10 4.0 SCOPE ............................................................................................................................................................... 11 4.1 BUSINESS CONTINUITY: .................................................................................................................................... 11 4.2 INFORMATION SECURITY: ................................................................................................................................. 11 4.3 FRAUD: ............................................................................................................................................................. 11 4.4 CRITERIA .......................................................................................................................................................... 11 4.5 PRICING MODEL ............................................................................................................................................... 12 5.0 INTENT ............................................................................................................................................................. 12 5.1 DEVIATION SHEET ............................................................................................................................................ 13 5.2 COMPLIANCE .................................................................................................................................................... 13 5.4 CONTRACT ....................................................................................................................................................... 13

ANNEXURES (ATTACHED)

1. Annexure-I - Scope of Services

2. Annexure-II - Evaluation Criteria's

3. Annexure-III – Commercial bid format

4. Annexure-IV - Vendor Registration Form

5. Annexure V - Non Disclosure Agreement.

5. Annexure VI - Outsourcing Agreement

1.0 INTRODUCTION AND SCOPE

Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited (“Company”) is carrying on life

insurance business in India. As part of supporting its operation and processes, the Company is looking to

engage service providers for significant part of Outbound Calling for Validation Calling, Welcome Calling,

RTO, Reject Mandate/Adhoc Calling & Collection and Renewal Collection services for which this RFP is being

issued.

1.1 Purpose

The purpose of this RFP is to inform potential Bidders of a business opportunity and to solicit proposals for

Outbound Calling , Renewal and other document Collections as per requirements of the Company. Based upon

the review and evaluation of proposals offered in response to this RFP, Company may at its sole discretion

negotiate and enter into contracts with one or more successful Bidders. As such there will be no volume

commitment for the services to be delivered under this RFP by the shortlisted bidder.

Notwithstanding any other provision herein, Bidder participation in this process is voluntary and at Bidder's

sole discretion. Company reserves the right to accept or reject any or all bids from a specific or multiple Bidders

for any reason at any time. Company also reserves the right at its sole discretion to select or reject any or all

Bidder(s) in this process and will not be responsible for any direct or indirect costs incurred by the Bidders in

this process.

1.2 Request for Proposal Definitions

Throughout this Request for Proposal, the following definitions are used:

“Bidder” means a company incorporated under the Companies Act 1956,or a partnership firm (or such other entities or body of individuals/association) that submits, or intends to submit, a proposal in

response to this “Request for Proposal”;

“Service Provider” means the Bidder(s) awarded a Contract resulting from this RFP;

“Contract” means the agreement formed between the Company and the successful bidder as evidenced by an Agreement issued to the Company;

“Contract Documents” means the Agreement, the Bidders proposal document, the RFP and such other documents as listed in the Agreement, including all amendments or addenda agreed between the parties;

“Must”, “mandatory” or “required” means an absolute minimum function or capacity, which, if not satisfied in the proposal, may result in disqualification in the final evaluation;

“RFP” means this request for proposal including any amendments, attachments, and/or clarifications pertaining to this RFP that may be issued prior to the closing date; and,

“Should”, “may” or “is desirable” means desirable but not mandatory functions or capacities. Bidders who are able to provide these functions or capacities may be evaluated more favorably than those who

cannot. However the final decision shall rest with the company.

2.0 Terms of the RFP

2.1 Acknowledgement

Company is releasing this RFP for Outbound Calling , Renewal and other document Collections online on its

website (www.canarahsbclife.com) and on e-procurement website (www.canarahsbclife.abcprocure.com) with

the sole aim of making the process free, fair & transparent and user friendly.

The Bid (as per formats) duly sealed and super scribed “Response to RFP – Outbound Calling Services and

Document Collection " should be addressed to Shaikh Qutubuddin, Canara HSBC Oriental Bank of

Commerce Life Insurance Company Ltd, 2nd Floor, Orchid Business Park, Sector-48, Sohna Road,

Gurgaon - 122018, Haryana (INDIA).

Please note that the Technical and Commercial bid has to be in separate sealed envelopes duly marked as

Technical Bid and Commercial Bid respectively. Company is not responsible for non-receipt of quotations by

the specified date and time due to any reason including holidays. All questions / clarifications should be

communicated only on email id ashish.vadhera @canarahsbclife.in, [email protected]

marking a copy to [email protected] and [email protected]. Quotations

received after the stipulated time or the Due date or incomplete in any respect are liable to be rejected without

any prior notice.

Kindly note below the complete details of our organization

Name - Canara HSBC Oriental Bank of Commerce Life Insurance Co. Ltd. Regd. off. address - 208, 2nd Floor, Kanchenjunga Building, 18 Barakhamba Road New Delhi - 110001 Corporate Identity no. - U66010DL2007PLC248825 Telephone no. - +91 0124 4535500 Fax no. - +91 0124 4535999 E-mail - [email protected] Website address - www.canarahsbclife.com

2.2 Proposal Deadlines

Pre-bid meeting: A pre-bid meeting to give any clarifications will be held at the Company’s office on 11-Dec-

17 (11 AM- 11.45 AM). Bidders are welcome to attend the meeting at our Gurgaon office and ask their

questions in an open forum at the appointed time and venue. Preferably Bidders should send all their

queries/clarifications 2 days in advance and confirm participation on pre bid meeting 1 day in advance. All

queries and their answers will be put on the Company’s website and will be part of this bid document.

Bid Submission: Company must receive duly completed and signed proposals in the manner prescribed no later

than 15-Dec-17.

2.3 Company’s Obligations

The submission and receipt of proposals does not obligate the Company in any way to commit to any Bidder(s).

The Company shall not be liable for any costs incurred by Bidders in the preparation, presentation or any other

aspect of the proposals received by reason of this request, nor is Company obligated to negotiate separately with

any sources whatsoever in any manner necessary to serve Bidder's best interests. Company makes no

http://www.canarahsbclife.abcprocure.com/mailto:amaresh.jena%[email protected]:[email protected]:[email protected]

representation, implied or express, that it will accept and approve any proposal submitted. Any and all

Contracts which result from this RFP shall be non-exclusive, non-commitment, as-ordered agreements.

Company shall not have any liability to bidders for any interruption or delay in access to the website to obtain

the RFP document/details irrespective of the cause. Company will also not be responsible for any damages,

including damages that result from, but are not limited to negligence. Also Company will not be held

responsible for consequential damages, including but not limited to systems problems, inability to use the

system, loss of electronic information etc.

2.4 Proposal Evaluation

Proposals submitted may be reviewed and evaluated by any person at the discretion of Company’s internal

evaluation team, including non-allied and independent consultants retained by Company now or in the future for

the sole purpose of obtaining evaluations to proposals.

The Company may, at its sole discretion, negotiate and enter into contracts with one or more successful Bidders

for the said services.

Bidders may be asked to further explain or clarify areas of their proposal in writing during the evaluation

process.

The evaluation will be done in two stages:-

Stage 1: - Stage 1 consists of two parts as follows:

i) Technical Evaluation - Technical evaluation for the proposed solution via documentation provided. Post

technical evaluation, only shortlisted bidders may be called for detailed presentation.

ii) Presentation – Detailed Presentation from the services (presentation should include case studies, work

samples, company credentials, competition benchmarking, proposed service solution, proposed methodology

etc.). Site visit by the Company will be part of the selection process. The Presentation should cover the

following elements.

Bidder should present the details of process that is followed with current clients ( Insurance

clients end to end) & best practices

Bidder should present a comprehensive retention strategy and corresponding Action Plan to

reach the Overall & First year targets

Bidder should present the details of the proposed reporting / MI mechanism

Bidder should present accodales and reference letters of all the clients

Bidder should present their Analytical capabilities

Bidder should present various system capabilities (CRM & Dailer Integration)

Bidder should come out with number of projected seats with justification.

Bidder should define the time period for ramp up plan

Bidder should present the Transisition Plan from the LOI date

Stage 2: - Commercial evaluation of the bid - Technically shortlisted bidders (Stage-1) will be consider on the

commercial evaluation.

The only information regarding status of the evaluation of proposals that the team will give to any

inquiring Bidder shall be whether or not that Bidder has been awarded a Contract. The Company may, at its

sole discretion, inform any inquiring Bidder of the reason(s) why it was not awarded the bid.

The Company reserves the right to conduct a reverse e-auction after the completion of the RFP process, the

schedule of which will be intimated later to all the pre-qualified bidders. All Bidders must confirm if they are

willing to participate in the reverse auction and if they have necessary digital signatures required for the

purpose.

2.5 RFP Terms and Conditions Applied to Final Contract

The terms and conditions of the RFP, including the specifications and the completed proposal, will become, at

Company’s sole discretion, part of the final Contract (the "Contract") between Company and the selected

Bidder. In the event that responses to the terms and conditions will materially impair a Bidder's ability to

respond to the RFP, Bidder should notify Company in writing of the impairment. If Bidder fails to object to any

condition incorporated herein, it shall mean that Bidder agrees with, and will comply with the conditions set

forth herein.

Any exceptions to the terms and conditions or any additions, which Bidder may wish to include in the RFP,

should be made in writing and included in the form of an attachment to the applicable Section in the RFP.

2.6 Terms Binding on Bidder

Following the date for submission of proposals, and prior to Contract award, the RFP shall be binding upon

Bidder in all respects for a period of 180 days.

2.7 Hold Harmless

In submitting a proposal, Bidder understands that Company will determine at its sole discretion which proposal,

if any, is accepted. Bidder waives any right to claim damages of any nature whatsoever based on the selection

process, final selection, and any communications associated with the selection.

Company reserves the right to award the Contract to the Bidder(s) whose proposal is deemed to be the most

advantageous in meeting the specifications of the RFP. In addition, Company reserves the right to add or waive

any requirements contained in this RFP at its sole discretion with regard to proposals submitted. Company’s

decision on award of Contract shall be final and binding on all the Bidders.

Company shall be at liberty to cancel the RFP / reverse auction process at any time, before ordering, without

assigning any reason.

2.8 Confidentiality Provision

The terms of this RFP, the information provided by the Company herein and all other information provided by

Bidder in connection with the services offered to be provided by the Bidder pursuant to this RFP, are to be

treated by Bidder as strictly confidential and proprietary. Such materials are to be used solely for the purpose of

responding to this request. Access shall not be granted to third parties except upon prior consent of Company

and upon the written agreement of the intended recipient to treat the same as confidential. Company may

request at any time that any of Company’s material be returned or destroyed.

Should Bidder choose not to respond to this RFP, please return all materials and any duplicates thereof at:

Title: RFP for “Outbound Calling Services and Document Collection"

Kind Attn: Shaikh Qutubuddin

Canara HSBC Oriental Bank of Commerce Life Insurance Company Ltd.

2nd Floor, Orchid Business Park,

Sector-48, Gurgaon

Haryana (INDIA) 122018

2.9 Sub-Contracting

The services offered to be undertaken in response to this RFP shall be undertaken to be provided by the

Bidder directly employing their employees, and there shall not be any sub-contracting, franchisee, contract

to hire, and consultant etc. arrangement done by the Bidder, unless expressly agreed to by the Company

excluding Feet on Streets and Skip Tracing. The bidder shall clearly indicate in the technical bid, the sub-

contracting arrangements that the bidder proposes to enter into for providing services covered under this

RFP. Subject to the regulations permitting, and satisfactory due diligence being completed on the bidder and

sub-contractor if any, the Company may permit sub-contracting to the extent the same is expressly mentioned

in the Contract. The Service Provider shall ensure that all the requirements emanating from the contract

entered with the Company and from applicable laws and provisions including but not limited to IRDAI

Guidelines on Outsourcing of Activities, shall have to be followed and complied with by the Sub

contracting entity.

2.10 Acceptance of Proposals

Company reserves the right to modify the terms of the RFP at any time at its sole discretion and the same will

be uploaded on the website http://www.canarahsbclife.com. The bidders have to remain updated about the

same from the website and Company will not be responsible for such information not being downloaded by the

bidder. Subsequent to the submission of proposals, interviews and negotiations may be conducted with one or

more Bidders, but there will be no obligation to receive further information, whether written or oral, from any

Bidder not to disclose the nature of any proposal received.

This RFP should not be construed as an agreement to purchase products or services. Company is not bound to

accept the lowest price or any proposal of those submitted. Proposals will be assessed in accordance with the

evaluation criteria.

a) The bidder is required to voluntarily disclose at the time of bidding if any of its sister concerns/group

companies/relatives are directly or indirectly participating in this RFP.

b) All quotes to be supported by Copy of Pan Card, Certificate of incorporation, GST registration detail and

address proof.

c) Company reserves the right to terminate the Agreement/ Contract in case Service Provider gets blacklisted

by any other organization/Department of Government of India or State Governments during the course of

supply of material or services, if Service Provider is convicted in a legal/tax evasion case or on account of any

other legal misconduct of the Service Provider, unsatisfactory past performance, corrupt or fraudulent practices,

any other unethical business practices.

d) The bidder shall disclose if any of the bidder(s) are sister concerns/group companies/associates/affiliate

entities or any of such entities employees/directors/shareholders are applying for this RFP/RFP process. Further

the Service Provider shall disclose if any of its sister concerns/group companies/associates/affiliate entities or

any of such entities employees/directors/shareholders are related to the Company and/or to its

employees/directors/shareholders.

e) Please submit the flowing document along with proposal.

Service Provider Profile form. Duly filled Service Provider profile form along with the document mentioned

above in point no. b

The bidder is required to voluntarily disclose at the time of bidding if any of its sister concerns/group

companies/relatives are directly or indirectly participating in this RFP.

Duly filled Non-Disclosure Agreement to be printed on non judicial stamp paper of Rs 100/- and signed. Same

should be part of the response document.

2.11 Evaluation and Selection

A committee will evaluate proposals against the mandatory criteria as detailed herein. Proposals meeting all the

mandatory criteria will then be assessed and scored against the evaluation criteria. Company’s decision on

evaluation shall be final and binding on all the bidders. Bidders who qualify the evaluation criteria will be

empanelled for services. Commercial bids will be asked from the qualifying bidders post technical evaluation.

Any deviations from the skill set / experience / prerequisites/ requirements and/or the terms and conditions of

the Tender Document shall be submitted explicitly along with convincing reasons in the format attached (refer

Clause 5.1). Company will not provide any justification in case it rejects the deviation and Company reserves

all rights to reject or accept any deviation.

In case the Bidder intends to notify any grievance or concerns pertaining to the fairness of the complete process including but not limiting to bid submission or selection of Service Provider then the Bidder may send an e-mail at whistleblower@canarahsbclife giving requisite details for seeking any clarification.

2.12 Liability for Errors

While Company has used considerable efforts to ensure an accurate representation of all the details as is

required for the proposed services, the information contained in this RFP is supplied only as a guideline for

Bidders. The information is not guaranteed or warranted accurate by Company, nor is it necessarily

comprehensive or exhaustive.. In the event Company finds that the objectives of the intended outsourcing is

better achieved by processes/procedures other than those mentioned in this document, Company shall have the

right irrespective of the fact whether it has already received proposals from intending bidders or not, to effect

such changes and enter into negotiations with one or more Bidders at its sole discretion for such

changed/modified processes.

2.13 Acceptance of Terms

All the terms and conditions of this RFP shall be deemed to be accepted by the Bidder and incorporated in its

proposal unless specifically notified otherwise.

2.14 Ownership of Proposals

All documentation, including proposals, submitted to Company will become the property of Company.

2.15 Use of Request for Proposal

This document or any portion thereof, is the property of Company and may not be used or copied for any

purpose other than the submission of the Bidder’s proposal.

2.16 RFP Schedule

Company advertises RFP on its website 30-Nov-17

All inquiries/clarifications regarding RFP 07-Dec-17

Pre-Bid Meeting 11-Dec-17 (11 AM )

Bidders’ deadline for submitting responses to RFP 15-Dec-17

Presentation by shortlisted vendor 22-Dec-17

Company informs final selection to bidders TBD

Transition should be completed within 3 weeks of time including availability of all resource (PRI,

Links and Server/Desktop, licenses, software, Dialler) etc provisioning and training

2.17 Delay in performance of the obligations by the Bidder

The short listed Bidder(s) must strictly adhere to the schedule, specified in the agreement to be executed

between the Company and the Bidder(s) for performance of the obligations arising out of the agreement and any

delay will enable Company to resort to any or both of the following:

i. Time and date stipulated for completion of work is the essence of the contract.

ii. If any part of the contract is not satisfactorily remedied within reasonable time, Company may proceed to do the work at Bidder’s risk and expenses without prejudice to any other contractual

rights, which Company may have against Bidder in respect of any such non performance.

3.0 Proposal Preparation

This section defines the proposal preparation and submission procedures, which are to be followed by all

Bidders. Bidders are cautioned to carefully read and follow the procedures required by this RFP. Please note

that deviations may be cause for rejection of your proposal.

3.1 Proposal Format

The Bid (attached formats) duly sealed and super scribed “RFP Response – Outbound Calling , Renewal and

other document Collections” for Company should be addressed to Shaikh Qutubuddin , Canara HSBC

Oriental Bank of Commerce Life Insurance Company Limited, 2nd Floor, Orchid Business Park, Sector-

48, Sohna Road, Gurgaon - 122018, Haryana (INDIA).

Please note that the Technical and Commercial bid has to be in separate sealed envelopes duly marked as

Technical Bid and Commercial Bid respectively. Company is not responsible for non-receipt of quotations by

the specified date and time due to any reason including holidays. All questions / clarifications should be

communicated only on email id ashish.vadhera @canarahsbclife.in, [email protected]

marking copy to [email protected], & [email protected]. Proposals received

after the stipulated time of the Due date or incomplete in any respect are liable to be rejected. As part of the Bid

documents, the Bidder shall provide among other details, the following information and shall also adhere to the

instructions mentioned below:

a) Bidder’s name and address, Bidder’s telephone number, email address and a contact person.

b) One page letter of introduction identifying the Bidder and signed by the person or persons authorised to sign and bind the Bidder to statements made in the proposal. The returned RFP will be referenced as an

attachment if/when a contractual agreement is executed. This document has to be uploaded and mapped

with this corresponding schedule.

c) Please follow the format of this RFP, placing answers in the text box immediately after sections requiring responses. Please do not enter any information into any part of this document other than the boxes

provided. The boxes will expand to accommodate responses of any length.

d) NO CHANGES TO THE LINES, FORMAT OR STRUCTURE OF ANY SPREADSHEETS IS PERMITTED. CHANGING THE SPREADSHEETS IN ANY WAY, OTHER THAN INSERTING THE

REQUIRED INFORMATION, SHALL BE CONSIDERED CAUSE FOR YOUR COMPANY’S

DISQUALIFICATION FROM FURTHER ANALYSIS AND PARTICIPATION IN THE RFP PROCESS.

e) Any additional information, brochures, etc., can be provided at the discretion of the Bidder and should be clearly labelled and uploaded.

f) Bidders are requested to submit the draft agreement copy along with the RFP response.

3.2 Notification of Changes

All recipients of this RFP will be notified of any changes if any made to this document prior to the due date of

submission of proposals.

3.3 Changes to Proposed Wording

The Bidder will not be permitted to change the wording of its proposal after submission to Company. No words

or comments will be added to the general conditions or detailed specifications unless requested by Company for

the purposes of clarification.

3.4 Bidder’s Expenses

Bidders are solely responsible for their own expenses in preparing and submitting a proposal to Company, if

any.

3.5 Completeness of Proposal

By submission of a proposal, the Bidder warrants that all components required to manage the program have

mailto:amaresh.jena%[email protected]:[email protected]:[email protected]

been identified in the proposal or will be provided by the Company at no charge.

3.6 Sub Contracting

The services offered to be undertaken in response to this RFP shall be undertaken to be provided by the Bidder

directly employing their employees, and there shall be no sub-contracting done by the Bidder.

4.0 Scope

Detailed scope shall be as per Annexure-I.

4.1 Business Continuity:

The Service provider shall mandatorily have a Business Continuity strategy in place.

The same will be taken into consideration as part of the Technical Evaluation.

4.2 Information Security:

Information security requirements shall be put in place by the service provider to ensure protection of

confidential information of the Company and its policyholders from intentional / inadvertent disclosures to

the unauthorized persons.

The Service Provider shall provide details of their Information Security and the same will taken into

consideration as part of the Technical Evaluation.

The Service Provider shall be required to comply with information security directives/changes issued by the

Company from time to time.

4.3 Fraud:

The Service Provider shall provide details of their Anti-Fraud controls and the same will taken into

consideration as part of the Technical Evaluation.

4.4 Criteria

The purpose of this section is for Bidders to provide information to demonstrate to Company that its services

offering satisfy Company’s requirements.

The bidder should also demonstrate that it has the financial and organizational infrastructure to fulfil the

fundamental requirements set out in this RFP. Bidders not meeting them or not demonstrating that they do meet

them may not receive further consideration during the evaluation process.

4.5 Minimum Eligibility Criteria

Bidder is expected to provide response specifically to minimum eligibility criteria‟s and support the same with necessary documentation, wherever applicable.

a) Bidder should be a Company incorporated under the Companies Act. 1956. b) Bidders must have a valid GST Number & PF Establishment Code issued by the PF Commissioner and

other applicable licenses and certificates.

c) The Bidder must have experience of satisfactorily running outbound Call centre(s) operations in India. d) The Bidder must have a minimum net worth of INR 10 Crores, unless it is a scheduled commercial bank

or a post office.

e) The Bidder should have at least 150 employees in India for call centre operations. f) The Bidder must be successfully providing call centre services in Indian regional languages besides

Hindi and English.

g) The Bidder must have current experience of running renewal collection processes of at least two Life Insurance Companies.

h) The bidder should not have been blacklisted by Central / State Governments or PSUs and should not be in the currency of any punitive measures against itself on the date of opening the tender.

i) Consortium way of bidding and subcontracting will not be entertained. j) Bidder must meet the eligibility condition prescribed under IRDAI guidelines on outsourcing of

services which will be subject to due diligence exercise by the Company.

k) In case any bidder fails to meet the Company’s Anti Money Laundering (AML) check, bid will automatically stand rejected and no further evaluation will be carried out against the same.

l) Bidder shall provide its contingency plans, including a plan for disaster recovery and periodic testing of backup facilities.

m) Bidder shall not solicit life insurance on behalf of the Company. n) Bidder should have their own Feet on Street network or should have a strong tie up(s) for rendering such

services.

o) The Bidder should have an electronic work flow for distribution, monitoring and control of work and real-time MIS reporting capability.

The Bidding organizations must comply with the above mentioned criteria. Non compliance of any of the

criteria will entail summary rejection of the offer.

Wherever applicable photocopies of relevant documents / certificates must be submitted as proof in support of

the claims made for each of the above mentioned criteria. Company reserves the right to verify / evaluate the

claims made by the Bidding Organizations independently.

4.6 Pricing Model

The prices have to be submitted in sealed envelopes as per the format given in Annexure III.

5.0 Intent

Please find attached the detail scope of activities proposed to be outsourced, as per Company’s current

understanding of the processes.

5.1 Deviation Sheet

Deviations from Technical Specifications and Terms and Conditions of the Tender

Sl

No

RFP Document Clause Technical

Specification or Terms

and Condition in the

RFP document

Deviation

offered

Reasons and whether

deviation adds to the

operational efficiency

in case of the systems

1

2

3

4

5

6

7

8

9

10

Note:

Deviations from any of the terms and conditions of the tender document should be specified

If any deviations from the technical specifications are warranted, reasons for such variations should be specified

and if such deviations/ variations add to improvement of the overall performance of the systems, those should

be specifically mentioned and supported by relevant technical documentation as specified above.

5.2 Compliance

If there is any deviation reported in managing IT Software & Hardware inventory, 100% software or hardware

cost would be charge from the monthly payment.

5.3 Contract

The Contract / Agreement to be signed with the selected bidder(s) shall be as per the format of the Company.

Annexure-I

Scope of Services

Content Table of Scope of Services

S.No Description of Services

A.1

Outbound Validation Calling including VC Now and Welcome Calling / Closure of

customer queries on the call

A.2

Outbound calling of Rejected SI-NACH Mandates and collection of SI-Nach Mandates

/ Supporting Documents

A.3

Adhoc Calling related to Customer Servicing i.e. Unclaimed, Undelivered Policy

Document , Customer Feedback , Requirement Resolution etc.

A.4

Outbound Tele-calling activities for Renewal Calling / Closure of customer queries on

the call

A.5 Engagement Calling ( Few Months before the due date)

A.6 Administrative Support to customers buying online products

A.7 Collection and Skip Tracing services supported by FOS (Fleet on Street)

A.8 Renewal Communication Grid

A.9 Input Management

A.10 Conversion of Non Contactable through campaigns such as skip tracing

A.11 Manage the 13th month and 5th Year collection targets

A.12 Resource

A.13 Forecasted Volumes (Policy Wise): Engagement Calling and Renewal Collections

A.14 Mandates and Important Inputs

B Mandatory Inputs

B.I Quality

B.II Training

B.III Recruitment Methodology

B.IV Performance Review Mechanism

B.V Technology

B.VI Overall Solutions Agreement

B.VII Regulatory and Compliance

B.VIII Network and Hardware Requirements

B.IX Information Security Requirements

B.X Infra & Support Requirements

B.XI Business Continuity Related Requirements

B.XII Analytics

B.XIII Reporting Mechanism

A.1 Outbound Validation Calling including VC Now and Welcome Calling / Closure of customer queries on

the call

Company makes outbound calls to all customers who have applied for insurance, to validate the information provided

in the proposal form. Policy terms, conditions, benefits, tax rules, illustration details are also reiterated to the

customer. Any query raised by the customer need to be addressed on the call. Vendor needs to carry out this activity

independently. Calling script will be provided by the company and tele-callers will have to follow the script while

delivering the call. Customer’s response needs to be captured in system and correct disposition selected to close call.

Proposal will move to issuance only post Validation Calling and hence establishing contact with customers and

closing call successfully is extremely important.

Primary objectives of the Validation Calling Process are:

Verification of customer contact details and obtain additional contact details

Reiterate the salient features and benefits of the product opted for

Inform customer about his rights

Curbing future complaints

Ensure that customer confirmation on his/her health status is obtained over a recorded line which will help us process disputes and/or claims more efficiently in the future

Validation Calling Attempts and TAT

Minimum 6 calling attempts should be made in 3 calendar days i.e. T+3 (T = Date of proposal

receipting). Minimum 2 attempts can be made on each day in different timeslots for ensuring

timely closure

Calling attempts to be made on 100% of the cases

During month ends and peak volumes, increased attempts to be made to facilitate closure and

maximise conversion

Non Contractibility

In case customer is not contactable, efforts have to be made to establish contactibility by procuring alternate

contact details / preferred time of calling through coordination with Company personnel. Details of Non

contactable cases need to be shared on a daily basis to create visibility. Evidence will be required for efforts

made on non contactable cases.

Concern Cases

Customer may disagree with the information (including health status) provided on the proposal / products

features. Such cases need to be tagged as Sales/Medical Concerns. However, appropriate rebuttal needs to be

provided prior to tagging the case as concern. Details of concern cases need to be shared on a daily basis to

create visibility. Also coordination with Company personnel for closure of the same

VC Now

For applications that are received digitally, option for completing validation calling immediately post

submission of application is available to the customer. All such cases need to be attempted within 30 minutes

of receiving confirmation from company. Script will be provided by the company.

Scope

1. 1st Call attempts to be made within 30 minutes of intimation from Company 2. First attempt to be made within 30 minutes and subsequent two attempts to be made on the same day3.

In case of non contactibility, normal process of Validation Calling will apply

Welcome Calls (Overview)

Company makes outbound calls to customers who were not contactable during Validation Call post delivery of policy

document, and validate the information provided in the proposal form. Policy terms, conditions, benefits, tax rules,

illustration details along with Free look clause is reiterated to the customer. Any query raised by the customer need

to be addressed on the call. Vendor needs to carry out this activity independently. Calling script will be provided by

the company and tele-callers will have to follow the script while delivering the call. Customer’s response needs to be

captured in system and correct disposition selected to close call. Minimum 5 attempts to be made spread across 5

working days. Customer’s response needs to be captured in system and correct disposition selected to close call.

The company may from time to time share data with vendor for contacting customers and informing them about any

services, issues etc; for eg: for unclaimed cheques, collection of mandatory documents etc. The vendor is expected to

contact the vendor and share details with the company.

Similar process and SLAs to be followed as Reject mandate collection.

A.2 Outbound calling of Rejected SI-NACH Mandates and collection of SI-Nach Mandates / Supporting

Documents

Reject Mandate Calling & Collection (Overview)

SI/ECS/NACH mandates given by customers may have got rejected due to incorrect/ incomplete information.

Vendor will be required to call the customer, inform him on the rejection , take appointment and collect the fresh

NACH mandates.

Calling & Collection of Reject Mandate

MIS to be shared by Company

Customers need to be called and informed about the rejection of the SI/ECS/NACH mandate submitted by him

with reason

Requirement of fresh mandate along with supporting documents to be informed and appointment made for

collection of mandates

FOS to collect the mandate from the customer

Scrutiny to be done by the Vendor for completeness and correctness of the mandate collected

Mandates to be dispatched to company

Attempts & Collection

Multiple attempts to be made to maximize the collection

Appropriate disposition and customer behavior to be captured

The MIS needs to be shared with the company on a daily basis

100% quality to be maintained for reject mandate collection.

A.3 Adhoc Calling related to Customer Servicing i.e. Unclaimed, Undelivered Policy Document , Customer

Feedback , Requirement Resolution etc.

The company may from time to time share data with vendor for contacting customers on Unclaimed money,

Undelivered Policy Documents or , collection of mandatory documents etc. The vendor is expected to contact the

customer and share details with the company.

A.4 Outbound Tele-calling activities for Renewal Calling / Closure of customer queries on the call

Renewal Collection Calling (Overview)

The Company uses several communication channels to remind its policyholders to continue their life insurance

policies in order to continuously improve policy renewal premium collections and Customer retention. The current

channels of communication are reminder call, SMS, e-mail and physical letter delivery. The Company aspires to achieve and sustain one of the highest retention rates across the industry. At the same time the

Company wants to achieve service excellence on these modes of communication by getting into a relationship with a

strong Vendor. Following are the services to be provided by the Vendor:

Renewal Collection Calling Process

The Company uses several communication channels to remind its policyholders to continue their life insurance

policies in order to continuously improve policy renewal premium collections and Customer retention. The current

channels of communication are reminder voice call, SMS, e-mail, VOICE BLASTER (in all regional languages) and

physical letter delivery.

Following set of services will be provided by the Service Provider for effective renewal collection process.

A.4.1) Outbound Tele-calling activities / Closure of customer queries on the call

For any given month, policies are segmented into three buckets (Due, Grace, and Lapse) for the purpose of renewal

payment collection based upon their proximity to renewal premium due date. Following are these categories:

Due – All the policies lying due for renewal in the current month

Grace – All the policies which were due in previous month but not yet renewed

Lapse – All the policies due in the month prior to previous month but not yet renewed

A typical reminder call for premium collection includes the below scenarios.

A 4.2) Where the customer has received the billing notice

If the customer confirms receipt, then remind him/her to pay the premium by due date. Educate the customer about

various modes and methods of payment. Appropriate probing on every call is mandatory in order to gauge true

customer behavior. In case customer opts for payment through cheque, offer a free cheque pick up from customer’s

office/residence. Even if customer’ address doesn’t fall under serviceable area of FOS, still need to offer cheque

pickup services which needs to forward to field sales team.

Explain him/her of various modes and methods of payment of premium in detail.

If the customer declines the collection offer, following is to be done:

Politely ascertain an indicative date of premium collection. Rigorous follow-up needs to be done with customer on

that date by creating a robust mechanism

Inform the customer to take advantage of the cheque collection services if he/she decides to make payment through

cheque at a later point. Maintain follow-up date tracker

A 4.3) Where the customer reports non-receipt of billing notice

An enquiry to verify the customer’s address in the Company’s records. An assurance of a duplicate billing notice (if

requested by the customer). If the customer requests for a duplicate billing notice, forward the request to the

Company. Need to maintain a separate tracker for future reference and improvement in services (if needed). This

tracker along with analysis needs to forward to Company for regular basis.

An offer to convey the billing notice information on the call. Need to create a mechanism (by creating and

maintaining daily tracker) so that informative analysis could be made for future reference and improvement in

services as well. Educate the customer about various modes and methods of payment.

In case customer opts for payment by cheque, offer a free cheque pick up from customer’s office/residence

as per the procedure mentioned in A (1.1) above.

A 4.4) Where the premium is not received on or before the due date

A polite enquiry to check whether any premium payment was made by the customer with all necessary details like

mode, date etc. If customer comments that he/she is yet to pay then extend an offer for free cheque pick up from

Customer’s office/residence as per the procedure mentioned in A (1.1) above.

If customer comments that he/she has paid earlier, politely ask for details like mode of payment, cheque number etc.

Need to put that under strong Promise to Pay (Promise to Pay) and separate strategy needs to adhere for the rigorous

follow-up for timely closure. Need to speak to concerned Sales SPOCs for end to end follow-up.

Ascertain if customer has any unanswered query/unresolved issue which is stopping him/her from making the

payment. Sincere probing has to be done on such cases to gauge customer behavior or reason for not making

payment. Try to resolve his/her issues and convince him/her to make payment.

If resolving the issue requires Company’s intervention, assure the customer that his/her issues will be resolved soon.

Update the call status accordingly in policy level feedback report so that it gets escalated to the Company. Tracker

needs to be maintained and shared on daily basis with Company so that customer’s concerned could be addressed

timely .

Call back the customer, if required, on receiving Company’s response. Call Back has to be made in order to provide

excellent customer services which in turn help in generating renewals. Ensure timely Call backs and Follow up on the

policies as and when required. Automated reports to be generated for follow up dates and action taken on that date.

Escalation process to be maintained in case of missed follow-ups and cheque pickup

A.5 Engagement Calling ( Few Months before the due date)

Reach out to specific customers to engage, reiterate product benefits and strengthen relationship.

Atleast 1 successful engagement interaction (might require multiple calls) required on the assigned base at a policy level.

Anticipate service issues and complaints. Engage internally and with the distributor to resolve these issues

and confirm back to the customer.

Ensure data enrichment through seeking alternate contact details such as contact numbers, email, address

etc.

Offer Standing Instructions facility

Educate on payment options

Gauge contactability and enhance it by obtaining latest contact details of customers to ensure straight up

contact at renewal stage. On obtaining the latest contact details, update the same in their records and forward

the same to the Company forthwith.

Carry out Customer Survey to seek their feedback on various CHOICe propositions / services.

Service Issues

Any grievance or Service/Sourcing issues will be acknowledged and highlighted to the concerned teams.

Follow up with the concerned Persistency SPOC for actions taken and resolutions given.

Follow up call to the customer regarding the resolution provided on his issues.

Creating awareness about Standing Instructions and its benefits with registration

The Business Partner to maintain the above data to be used at the time of renewal calling.

The scope of engagement would change from time to time basis company requirements.

A.6) Administrative Support to customers enabling them for buying our products online Providing pre-sales operation support to customers and facilitating requirement completion at pre issuance stage.

A.7) Collection and Skip Tracing services supported by FOS (Fleet on Street)

If the customer requests for cheque pick up/ NACH mandate pick up, then ascertain the preferred address, date and

time and coordinate the collection on the desired date. Call needs to be made to customer before a visit .

Issue the acknowledgement receipt (as per the format prescribed by the Company) on receiving cheque.

Acknowledgement receipt reconciliation needs to be done on regular basis and shared with Company on monthly

basis. FOS to have good coverage overall in the country( Ideal Expectation of 90% of the due base) including

presence in Urban, Semi-urban and Rural areas. No acknowledgement need to be given for NACH mandate

collection.

Banking of all cheques and providing details of cheque/ Demand draft along with Policy numbers to the Company.

Any discrepant case needs to be highlighted to Company on immediate basis.

Fleet on Street (FOS) to reach customer’s home/office address to physically locate the customer( Skip Tracing).

FOS has to carry a Reminder/ Lapse Letter (RPN) incase goes for Skip Tracing for renewal collection.

If the customer is traced, collect his/her contact details along with address proof and update the Company. FOS needs

to collect address change request from customer along with self attested copy of adders proof, incase customer wishes

to change his address. Also FOS should ask customer to update his/ her other contact details like mobile, landline

number, email id etc for data enrichment.

A.8) Renewal Communication Grid The bidder to propose and provide a complete contact strategy around the solution A.9) Input Management: Bidder should ensure the below inputs are managed and provide the required MI on daily and weekly basis.

Validation Calling:

Minimum 6 attempts to be made for all cases spread across over 3 days in different time slots

Minimum 2 attempts to be made per day

Verification of customers should be 100%

Contactability should be 97%

Successful Closure should be 95%

Capturing correct disposition with data enrichment and other information provided by customer on the

call.

Calling should be done on all contact details in system to attain contactability

Quality Parameter to be followed

Welcome Calling

Minimum total attempts to all customers is 5calls over 5days in different time slots

Minimum 5 attempts to be made for all cases spread across over 5 days in different time slots

Minimum 1 attempts to be made per day

Verification of customers should be 100%

Contactability should be 75%

Successful Closure should be 60%


call.

Calling should be done on all numbers in system to attain contactability

Quality Parameter to be followed

Reject Mandate Collection

Call needs to be made to the customers whose mandates have been rejected due to incorrect/incomplete

details.

Explain reason for rejection and inform documents to be re-submitted for registration

Align FOS for collection


call.

Calling should be done on all numbers in system to attain contactability

Defined quality pparameter to be followed

Data enrichment to be done where ever possible

Pre-due: ( Calling 30 prior to due date)

Minimum number of attempts on non contacted base has to be 3 for the contacted policies the call should

flow according to the call disposition

Contactabilty should be 90%

Should not be any uncalled base.

Calling Bucket should be T-30 to T-2 ( T being the Due date)

Capturing correct call and behavior feedback with required data enrichments.

Number of contacts at different dates and time. Calling on all numbers in system to attain contractibility.

Quality Parameters to be followed.

*Established Contacts refers to the number of times we were able to speak to the customer.

Due Month

Minimum number of attempts on non contatcted base has to be 7for the contacted policies the call

should flow according to the call disposition

Bucket related to Non SI with SI Bounce Assignment.


SI Bounce calling should be maximum by T+1 ( T being the date of bounce assignment)


Number of contacts at different dates and time. Calling on all numbers in system to attain contactability.


Calling should be done to the Sales team and bank branches to ensure collections and renewals.

Grace:

Minimum number of attempts on non contacted base has to be 10 for the contacted policies the call




SI Bounce calling should be maximum by T+1 ( T being the date of bounce assignment)




Established Contacts refers to the number of times we were able to speak to the customer.


Lapse:

Minimum number of attempts on non contacted base has to be 8 for the contacted policies the call







Established Contacts refers to the number of times we were able to speak to the customer.


Timeliness/Accuracy of Reports:

Portal access to be given to the Company for extracting reports/data

Preconfigured dashboards to be made available at portal

Regular reports in defined format to be delivered

All reports to be timely delivered at 100% accuracy

Reporting of calling productivity, call backs, follow ups and conversions etc. to be readily available.

Minimum Head Count and Staffing:

Bidder to maintain mandatory number of head count ( Decided Between the Bidder and Company) for

the process and ensure that Hiring/Training and movement/changes happens with Company consent

FOS Management:

FOS to cover of more than 90% of renewal base. FOS contract with business partner should include skip

tracing and document collection.

Company can any time ask the Bidder to collect the policy other than the base assigned

Timely collection of instruments along with completely filled receipts to the customer

FOS reporting to happen on hand basis, customer feedback and same to be shared with Company.

Follow up on FOS cases and customer feedback capturing to be happened on religiously without fail.

Regular training to FOS team regarding third part instrument collection and other cheque collection

related queries

Daily/Weekly and Monthly reconciliation on the FOS process with hygiene details of pick ups ,

remittance slip usage, reasons of non-payment, delay in submission etc.

Tracing non-contactable / Customers :


Skip tracing to be done for Customer base of RTO, NACH mandate and renewal collection.

High contactability (More than 95%) is expected on 13th month persistency bucket

Skip Tracing desk to be installed. Post this physical skip taking to be done through FOS on field

Minimum of 7 attempts of all available numbers) have to be made on each and every available customer

number on different time zones along with different days.

A separate preview/ manual campaigns for NC need to run on daily basis.

Calling to be done though different CLI including mobile and Landline number

Skip Tracing desk to be also installed for non-contactable RTO base. Post this physical skip taking to be

done through FOS on field

Minimum of 7 attempts of all available numbers) have to be made on each and every available customer

number on different time zones along with different days.


Updating contact details of contactable customers ( Data enrichment):

Customer Verification and Enrichment wherever required for all outbound calls (Validation, Welcome,

Renewal, RTO, NACH mandate Adhoc etc): 100%

Running other strategic campaigns:

The organization is free to start any additional strategic campaign as per requirement and the bidder is expected

to expected to keep a separate set of head count over and above the agreed head account which can be used on a

short notice for adhoc activities ( 5 to 7 in count).

Parameters around the same to be decided once the campaign is initiated

Calling Productivity Expectations:

SLA- Scope Targets Definitions

TOS - Time on System 8 hrs To be calculated as total login hours - not ready

(break time)

Production Hours 200 Current calculation is based on 25 working days*8

hrs (TOS).

AHT - Average Call Handling

Time for Renewal Collection 3 mins

Avg. handling time for calls made before due date.

This is calculated as - total wrap time + total talk

time + total wrap active time + total hold time (all

only of connects)/total number of connects

Idle Time 10% Time when system is on 'idle' state

Minimum No. of Contactable

Proposals per day by agent for

Renewal Services

80 No. of unique proposals on which an agent will

speak in a day to the customers

Quality for Renewal Services 85% Target for internal & external quality scores to be

atleast 85%

AHT - Average Call Handling

Time for Validation and

Welcome

10 mins

This is calculated as - total wrap time + total talk

time + total wrap active time + total hold time (all

only of connects)/total number of connects

Minimum of Closure for

Validation/VC now per agent

per day

90%

Percentage unique proposals (vis-à-vis total

allotment) on which an agent will close in a day to

the customers

Minimum Daily Attempts per

unique numbers per customer

for ValidationCall/ VC now

2

Minimum 2 attempts per day in different time slots

to contact each customer. In case the customer has

multiple policies all details can be verified in a

single call provided customer agrees. Script to be

followed adhered to.

Minimum Daily Attempts per

unique numbers per customer

for Welcome Call

1

Minimum 5 attempts to be made in different days

and calling to be completed by T+5 (T being the

file received date)

Minimum of Closure Welcome

Calls per agent per day 60%


allotment) on which an agent will close in a day to

the customers

Quality Score for Reject

mandate/Adhoc collection &

RTO

100%


allotment) on which an agent will close in a month

to the reject base/RTO base

Quality Score for

Validation/Welcome Call per

agent per month

98% Percentage unique proposals (vis-à-vis total sample

reviewed)

Dialer Strategy and Analytics on the assigned base for calling and process refinement.

Timely follow ups and touch base with customers as required

Regular highlighting of issues and Permanent NC base declared post defined attempts to the Company.

Ensuring the customer issues/requirements are properly followed up on and resolved

Regular Data Cleaning and Scrubbing

Regular Churning and penetrations of data

Increased focus on 1st year(13th month persistency) & 5th year due policies

Improvised focus on any strategic campaign.

Accurate and Mandatory Capturing of customer feedback, dispositions and behavior

Positive Pipe line and SLA tracking with daily, weekly and monthly dashboards.

Daily update on FOS and its MIS.

Usage of all three Predictive, Preview and manual calling as per company requirements.

No base to be left uncalled and daily reconciliation around the same

Daily , Weekly and Monthly dashboards around the key services and call center productivity.

Attempts and dispositions to be accurate

Follow up with the Sales and Branch to facilitate renewal.

Automated reports to be generated for follow up dates and action taken on that date.

Escalation process to be maintained in case of missed follow-ups and cheque pickup

Ensure data enrichment through seeking alternate contact details such as contact numbers, email,

address etc.

Offer Standing Instructions facility

Educate on payment options

Gauge Contactability and Enhance it by obtaining latest contact details of customers to ensure straight

up contact at renewal stage. On obtaining the latest contact details, update the same in their records and

forward the same to the Company forthwith.

Alternate contact details will be captured during the call such as contact numbers, email id, address etc.

Vendor to maintain a calling or customer feedback tracker/detail tracker regarding the calls done in

past/history log for a specific policy and the same to appear on screen for the agent incase a call is being

done.


The above requirements of process can be revised basis business requirements.

The Company would time and again launch rewards and recognition campaigns/programs which would

be funded by the company.

Broad Level Expectations from the bidder:-

100% Attempts in Welcome, Validation, Renewal Calling , Reject Mandate, Adhoc, No attempt breach

for Welcome, Validation, Renewal Calling , Reject Mandate, Adhoc

60% closure for Welcome Call, 95% for Validation,

98% Quality score for Welcome, Validation, 100% for Reject mandate collection/Adhoc

100% Data Enrichment for Welcome, Validation, Reject mandate/Adhoc collection wherever possible

1st Year (13th month) collection target: This is sourcing channel wise and aligned with company targets

every six months

Overall collection target: This is sourcing channel wise and aligned with company targets every six

months

A.10) Conversion of NC (Non contactable) through campaigns such as skip tracing

If the Customer is non contactable, following set of actions needs to be taken.

Attempt to reach out customer through alternate contacts. Clear distinction has to be made by the vendor basis

disposition analysis and trend regarding customers who are Permanent NC during a specific due month. At-least

10 effective attempts on each and every available contact number needs to be made on different time zones

along with different days in Due and Grace period and for RTO and Reject mandate collection base.

Dashboards /reports to be made available for reviewing the same.

In case the Customer is still not reachable, forward the case to the Company so that the Company provides the

necessary details with best of its efforts.

Skip tracing to be an integral part of NC conversion. Vendor to use FOS (Fleet on Street) or any other agency to

Skip-trace the NC customer. Effective strategy needs to be made order to cater different geographical regions.

Tracker needs to be maintained and informative analysis needs to be shared with Company.

A.11). Manage the 13th month & 5th

year collection targets:

Service Provider will conduct special campaigns to manage calling on 13th

Month and FRYP bucket to improve

overall 13th

Month Persistency of the Company. Emphasis needs to be given especially on the non-

contactability. Special focus on PTP and Strong PTP cases. Various trending basis customer’s behavior

dispositions, Channel wise, payment method wise and region wise.

A.12). Resources to be provided by Service Provider

Resources to be Provided by Service Provider

1 Assistant Manager Operations: Insurance Background.

1 Assistant Manager - Quality and Training

2 TL – Operations

Agents/Callers – 32 ( Should be able to ramp up with 2 months notices)

Please Note: The vendor is expected to keep a separate set of head count over and above the current head account which can be used on a short notice for adhoc activities ( 5 to 7 in count).

A.13). Forecasted Volumes (Policy Wise): Validation, Welcome, , Reject Mandate Collection, Renewal

Collections

Validation Calling

Total expected proposal volume 211644

Welcome Calling

Total expected Volume

(dependent on Successful VC) 10582

Reject Mandate Collection

Total expected volumes 20000

Renewal Calling

Policy due of 2018- Segmented 90000

*Please Note: There could be a variation in the volumes for approximately 10% to 15 % during the year and

Year on Year and there shall be no minimum volume commitment

A.14 MANDATE & IMPORTANT INPUTS/REQUIREMENTS:

B.I. Mandatory Inputs

To successfully set up and assist Outbound Calling for Validation Calls, Welcome Calls, , SI-Nach Reject Mandate, Renewal Calling & Collection Services and Adhoc calling to help attain the above

objectives and meet the long term Company’s vision.

The Bidder shall run the Outbound Calling for Validation Calls, Welcome Calls, , SI-Nach Reject Mandate, Renewal Calling & Collection Services and Adhoc calling for three years with required number of CSAs and required number of managerial/supervisory/technical staff mutually agreed with

the Company.

The Company will form a committee comprising of its own staff for monitoring the working of Outbound Calling for Validation Calls, Welcome Calls, , SI-Nach Reject Mandate, Renewal Calling &

Collection Services and Adhoc calling operations and would analyze the advice given by the selected

Bidder for executing various decisions in the implementation of the same. The decision of The

Company would be final.

The Bidder will provide the complete infrastructure for running the Outbound Calling Validation Calls,

Welcome Calls, , SI-Nach Reject Mandate, Renewal Calling & Collection Services and Adhoc calling

process including network, manpower, PCs, Network devices, Telephone equipments, cabling etc,

maintenance of equipments, subscriptions to software licenses, antivirus, ATS, MIS & Reporting

portal/tools etc.

Operating days and hours: 6 days of a week, 9 hours a day. The timings of various shifts will be

implemented with the approval of the Company.

Location: The Company requires the vendor’s DR location to be outside NCR (National Capital Region) on a different Seismic zone, while the primary service delivery location should be in any major city of India. It can be in any A or B city of a state.

Processes and procedures: The Company reserves the right to approve the process and procedure which will be followed at vendor site. However the bidder is free to express the best possible proposals process.

Multilingual Capability: Apart from Hindi & English language, the Company seeks a comprehensive agent mixture of regional languages including Kannada, Telugu, Tamil, Malayalam. Language

campaigns to be religious followed and correct regions to fall to language expert

Calling to be done basis customer feedback, follow-up, call back etc to be done religiously with failure

Company has the flexibility of adding or restricting the base as and when required.

The Company would time and again launch rewards and recognition campaigns which would be funded by the company.

All customer's number should be dialed with equal attempts

Disposition trend to be managed day wise and daily/weekly/monthly reports to be published for best disposition, latest dispositions and contactable / Non-contactable

"A case to be declared as NC, incase multiple attempts (all available numbers have been made on each and every available customer numbers on different time zones along with different days, however we are unable to contact"

All available numbers to be uploaded on dialer

Incorrect/ wrong numbers/language barrier not to be called repeatedly until communicated by the Company team


Preview/ Predicted/ Manual campaigns to be run as directed Company

Ensure Timely Call Backs and follow ups as and when required on each policy assigned.

Dialer strategy to be implemented post all the above mentioned and any deviation to be highlighted and proved there and then

Regular concall with Company staff

Monthly and Quarterly review at Company HO with business HO

No assigned policy to be left uncalled until intimation from Company.

Regular training and quality monitoring for all the agents and supervisors.

Daily calling and productivity details such as Daily head count, complete calling productivity ( campaign, AHT, Wrap up etc. ), pipe line to be maintained MOM repository

Any other activity as informed by Company DR model would remain as per the Company requirement.

The bidder has to get back on the head count required for the desired services and justifications/hygiene level details around the same.

Transition should be completed within 3 weeks of time including availability of all resource (PRI,

Links and Server/Desktop, licenses, software, Dialer) etc provisioning and training.

B.I. Quality

Agent quality in terms of training, skill should be at par with Industry standards. Fluency in languages plays an

essential part. The bidder must obtain approval towards movement of existing or on boarding of any new agent

from the Company before the agent get on board with the process.

Following set of parameters are expected from Quality team.

Quality Expectations

Validation, Welcome, , Reject Mandate, Adhoc Calling Quality Scores should be =>98%

Minimum of 7% of the calls to be listened by both Quality executives for Validation and

Welcome Calls

All kind of calling dispositions to be covered under this 10% calls the above call base

Renewal Calling Quality Scores should be >85%

Reject Mandate, Adhoc Collection Quality score should be 100%

Minimum of 7% of the contactable calls to be listened by both Quality executives for Renewal

Calls

All kind of calling dispositions to be covered under this 7% calls

Quality team to share "Good Calls" and "WOW" calls regularly

Weekly call calibration session with Company quality team

Call Repository to be maintained

Zero compliance error , fatal error below 2% and 1% respectively for Validation and Renewal

Calling

B.II. Training

The Company will provide all the necessary training during the transition level and will continue the same in

case there is a major change in process, launch of new products etc. However, the Bidder should have an

internal training mechanism to train the new resources or existing resources in case of day to day minor changes

in the process as agreed with the Company. Every new agent is expected to undergo induction training

conducted by the Bidder for a minimum period of 14 working days. Subsequent refresher/recertification

trainings will be conducted by the Company under intimation to the Bidder.

Training Expectations

Training of products, processes and systems for 5 days followed by an assessment

Refresher training to be done once in every month

Soft skills and communication training to happen every month

Retention rebuttal training to happen every month

Monthly Quiz activity to be happen

Calibrated Mock calls for agents certification and re-certification by Company trainer

Regular call listening session to be done on weekly basis. Inputs to be shared with Company

Train the Trainer program to be conducted once in every month

B. III. Recruitment methodology and documents

Overall attrition rate, domestic business Attrition rate and the Company dedicated process attrition rate.

B.IV. Performance review

Monthly staff list with names of New Agents, Resignees, Father’s name, DOB, DOJ, Gender, PF A/c no., ESI A/c no. and ESI card, copy of their appointment letter and employee card issued by you, copy

of background verification reports, and duly signed code of conduct of all staff working on Company’s

process.

Copy of Monthly Pay Register of staff deputed to the Company.

Copy of Monthly PF compliance - Form 5, 10, 12A and monthly challan.

Copy of Form 3A and 6A by highlighting the name of staff provided to the Company. Copy of Monthly PF and ESI Challans along with list of staff for whom the contribution has been made (list must

highlight the names of the staff provided to undertake Company’s work).

Copy of Half yearly and Annual ESI returns.

Copy of payment of Bonus as per the provisions in the Payment of Bonus Act.

Copy of Payment of Professional Tax and Labour Welfare Fund (where applicable).

A quarterly undertaking from vendor confirming compliance to all applicable labour laws.

Any other information which may be required by the Company from time to time.

B.V Technology

The Company will extend the Contact Center Solution and required applications (basis Company’s internal

approvals) with limited access to the Vendor location.

Network connectivity & equipment between the Company & the Bidder's site will be monitored and configured

by the Company.

The Company will provide basic application support training to the Bidder IT Engineers. Selected Bidder will

need to provide their IT infrastructure design and architecture.

B.VI Overall Solutions Agreement

The Bidder will provide the connectivity (based on no. of agents) with redundancy to the Company Gurgaon

and /or Hyderabad, to access the applications and voice setup. One time & recurring charges will be borne by

the Bidder. The connectivity site will be mutually agreed basis the response at the later stage.

Bidder has to provision for 4 port GSM PRI gateway along with the 04 nos. of GSM SIM’s.The one time and

recurring charges for this gateway and GSM SIM's has to be borne by vendor.

The Company will extend the PRI Gateway (Hardware) at Bidder location. Required no. of PRIs will be

procured, installed & managed by the Bidder (based on no. of agents) and PRIs recurring charges will be borne

by the Bidder.

Bidder shall provide dedicated LAN or VLAN for end user desktop, which will not be accessible from other

network segments for other business purpose.

B.VII Regulatory and Compliance

Bidder’s location should be registered as OSP with DOT. Copy to be attached while submitting response to the

tender. All the applicable Laws, Rules, Regulations, Guidelines issued by DOT, TRAI in this regard has to

be complied by the Bidder.

B.VIII Network and Hardware Requirements (All outbound calls) Bidder shall provide a dedicated server for Telephony Communication, end user desktops, USB Headsets and network & firewall requirement as per below mentioned configuration: Network Requirements

- Structured LAN Cabling. - Based on no. of agents, the Bidder shall provide the Cisco Switches at their end to build dedicated

LAN/ VLAN environment.

- Cisco Router 2821 with minimum three Ethernet routing interfaces and Crypto/Ipsec supported IOS.

- Cisco managed switches with 10/100/1000 Mb ports for network equipments & server setup IP Pool will be used assigned by the Company. - Adequate environment for Server & Network Equipments in Data Center with uptime greater

than 99.99%.Provisioning of point to point network connectivity with the Company Gurgaon and/or

Hyderabad basis on number of users.

- Provisioning of Required number of PRI lines basis on number of users. - Provisioning of 04 Port GSM PRI Gateway and 04 nos os SIM’s.

Firewall Requirements

Bidder shall provide firewall at his end for secure communication to the Company

network.

Server and Software Requirements

Model HP Proliant DL 380 e G8

2 hex core processors with a minimum of 2.66 GHz, 4 MB Cache, 2.7GHz

Cores per Socket 6

Bus-NA

Hard Drive – 600 GBX6 nos.HDD

Memory - 16 GB RAM/667 MHz expandable up to 24 GB

Drive Controller/disk - SCSI

CD-ROM and/or DVD

NIC - Four 10/100/1000 MB

RAID 10

Windows Server 2008, Standard Edition R2 SP1

Red hat Enterprise Linux 5 (64 Bit)Windows

Windows server 2008 license - 1

VMware license – 1

Desktop and software requirements

Win 7 Professional 64 bit

Intel core i5 - 4570S CPU @ 2.90GHz

Memory: 8 GB DDR3

Hard disk - minimum 500 GB @ 7200 RPM

Integrated HD Audio

Minimum 2 USB Port

Installed DirectX v 9.0 & above

Color Monitor with 18.5 inch TFT / Mouse /Keyboard

Functional 10/100/1000 Mbps network interface card configured for dynamic IP

Appropriate & fully functional McAfee latest version with regular updates

IE 9.0 & above

VLC , Flash Player, Lotus 8.5.3 / Outlook or above. ( Lotus preferred)

MS- Office Standard

Win Zip 12.0

Adobe Reader 8.1.2 or 9.0

USB/CD ROM should be disabled

Rename Local System Administrator & Disable all other admin ID's

Add the user in the local machine as a restricted user.

Guest A/c disable

Services needs to be disable: Messaging, Themes, Firewall, Smart Card, Telnet.

USB Headsets for PC based IP soft phones (Plantronics DA 60 or DA 40 or DSP) as per no. of agents.

B.IX. Information Security & fraud risk related Requirements

The Service Provider shall ensure following controls from a Security & Fraud perspective are complied with all

times. In case the engagement involves a sub contracted vendor the control requirements shall continue to apply

on the sub contracted entity and shall be documented in its contract with the sub contracted entity.

Requirement

The service Provider should have an Information Security Management System (ISMS) certified

against the ISO 27001 standard requirements and includes the data center and locations where

Company's operations shall be carried from

CCTV's must be installed at critical areas like entry, exit and places where company's information is

processed/ stored are stored. Recording of the same should be retained for at least 30 days

The premises of the service provider should be guarded 24/7

Any information security breach/ business interruption incident or instance of fraud shall be reported

to designate company staff within 2 hours of the incident occurring time.

The company or other regulatory bodies that govern the company reserves the right to audit (surprise

as well as planned) operational processes and information security controls implemented at the Service

provider to ensure compliance with Service Providers information security policy and controls and

other controls as mandated as a part of this agreement

Physical and logical access rights should be revoked for the employees on last working day

Service provider should have a Patch management process in place and patching should be done on

periodic intervals

AV solution should be installed on all endpoint devices and signature database should be updated on

periodic interval

Data communication between the service provider and company should be encrypted

Outbound email should be permitted to whitelisted domain as agreed with the company and

attachment size shall be restricted to 2MB for all service provider staff having access to company's

information

Access to internet should be filtered to service provider staff working on company's information

Following password policy should be enforced on all desktops/ PC's- - Password history - 5

- Maximum password age - 30 days

- Minimum password age - 0 days

- Password length - 8 characters and containing atleast one alpha numeric and one special character

- Lockout duration - 9999 mins

- Lockout after 5 invalid logon attempts

Remote access on systems/ endpoints containing company information should be disabled or should

be controlled using BYOD solutions

Service Provider should not retain Company/ Custome

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