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Annexure 1

PROCESS DISCRIPTION
Inbound (Reliance)

Process : Handling Customers Quariess

Contract : 3 years
*Vendor Eligibility :Registered fim is must; min 25 sys / shift with plug and
play facility,
, R is looking out vendors fiom across the country.
Client One arnong the fonune 500 cornpanies
Sign-up Direct on client location itself/ through 2'd party
Suppofi Training & support is provided for min 3 days.
Payouts INR 130/-tolNR 150,-per Agent per hour.t fixed pay our)
l40r- ilirs rhrough 2'" parn & 150 - direcr sign up
Consultation Fee If its direct : 40,00,000.00

Billing Cycle : Monthly (by-Cycle)

The call center Will operate by 2417 basis. Call volumes will be determined later.
Call center agents will handle the calls for inquiries related to the infomation
porlal. Provider will provide detailed repofis on daily basis or as desired by the
client.

TIIE REPRESENTATI\E WILL COME TO THE CENTER WITH TTIE

TRAINING TEAM AND SET TTIE PROCES

Reliance Communications Limited, Registered Office: H, Block, 1st Floor, Dhirubhai Ambani
Knowledge Cit],, Navi Mumbai 400 ? 10 Tel: 022- 3038 6286, Faxt 022-3037 6622,
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Annexure 2
Technical Requirements lbr In-Bound

l. State oflhe arl "web enabled" call centre en!ironment

L C u,tum ,, ed call handling appli. a. i.rn.
3. The trend towards PC/P Platfonn
4. Live interactive call response 24 hours pe| day. 7 days per week
5. Technical suppolt/Helpdeskservices online
' 6. Automatic cali distribution
7. Commitment to cLrstomer satisfaction, retention & relationship building
8. Comprehensive & ongoing tr.:ining programs motivation performancc drir en
c.nLent5
9. Professionals colporate philosophy & Culture

System Coofig ration:

L Processor p:l 2GHZ

2. Ram ICB
3. 80 HD
4. 15 Inch TFT
5. Ke]'board Mouse

Internet Connection

2mhns Connectinns for ?5 Serter(

Reliance Communications Limited, Registered Office: H, Block, 1st Floor, Dhirubhai Ambani
Knowledge City, Navi Mumbai - 400 710 Te| 022- 3038 6286,Fax 022-303'7 6622