Requirement Description

1.  ISO 9001

Quality Certifications
Employee Ratio Details
Call Center Capability
Qualification & Count of Callers
3.          Graduate & Above
Vintage Caller
3.          Between 6 to 12 months
Participant CRM, Dialer & Connectivity details.
2.  ISO 27001
3.  Any other
certification/recognition
1.  Manager to Supervisor
2.  Supervisor to Call Centre
Executive
3.  Quality Assurance to Call Centre
Executive
4.  Verifier to Call Centre Executive
5.  Trainer to Call Centre Executive
6.  MIS Executive to Call Centre
Executive
7.  Trainer to Call Centre Executive
8.  IT Support Hardware / Telecom
to Call Centre Executive
9.  Data administrator per location
1.  Total number of functional
facilities
2.  Installed capacity at each location
3.  Total installed capacity across
functional facilities
4.  Capacity utilized for outbound
calling
5.  Capacity utilized for back office
processing activities
6.  Call volumes handled per month
Qualification & Count-
1.          10+2 Standard
2.          10+2 Standard to Graduate
Count should be mentioned -
1.          Less than 3 months
2.          Between 3 to 6 months
4.          Between 1 to 2 years
5.          Above 2 years
Furnish all details/features of CRM,
Dialer and leased line to be
furnished (Separate document to be
attached relevant to SBI General
Insurance scope)

BCP
Furnish all details on BCP, Work
from Home/remote working plan
Lead Time required to go live for outbound calling In Weeks
 Furnish details related to information security
Information Security
guidelines as per Annexure I
Furnish reference check details as per Annexure
Site visit & Reference check
K

Bidder to do presentation on technical

Technical Presentation by Bidder
capabilities and services of Contact Center.
Remarks