addendum 2 for outsourcing contact centre service · punjab & sind bank addendum 2 (a govt. of...

Punjab & Sind Bank ADDENDUM 2 (A Govt. of India Undertaking)

Where service is a way of life

of 4

ADDENDUM 2

FOR

OUTSOURCING CONTACT CENTRE SERVICE

Notice No.: PSB/HOIT/RFP/132/2018-19 DATED 27.03.2019

Addendum Date: 02/05/2019

PUNJAB & SIND BANK

Information Technology Department

Plot No. 151, Sector 44

Gurugram 122003



of 4

Addendum 2

In reference to the Request for Proposal for outsourcing contact center service, reference no.

PSB/HOIT/RFP/132/2018-19 DATED 27.03.2019, all are advised to note following:

S.

No. RFP Reference Original Version Modified Version

1

Section 5:

Eligibility Criteria

(Point 9)

&

Annexure 10:

Confirmation of

Eligibility (Point

9)

The Clientele of the Bidder must

include at least three BFSI

organizations out of which at least

one should be a Scheduled

Commercial Bank (with over 200

branches and has total business

(deposits + advances) greater than

INR 1 lakh crore) for whom the

vendor has set up a Call Centre. In

each credential, the bidder should

have deployed at least 20 FTEs.

The Clientele of the Bidder must include at least ONE Scheduled Commercial Bank (with over 200 branches and has total business (deposits + advances) greater than INR 1 lakh crore) for whom the vendor has set up a Call Centre with at least 20 FTEs.

2

Section 4.3:

Operating

Centers

The secondary site should be in any Tier I and Tier II city (as defined by the central sixth pay commission) in Northern or Central India (excluding the disturbed areas in India as defined by various acts of parliament and other legislative bodies). The bidder should also ensure that primary and secondary centers are in different seismic zones (as defined by India Meteorological Department, Ministry of Earth Sciences). Additionally the bidder should ensure that the primary site should be in Northern India and the Secondary site should be in Central India.

The secondary site should be in any Tier I and Tier II city (as defined by the central sixth pay commission) in India excluding the disturbed areas in India as defined by various acts of parliament and other legislative bodies. The bidder should also ensure that primary and secondary centers are in different seismic zones (as defined by India Meteorological Department, Ministry of Earth Sciences).

3

Section: 6.6.2

Accessing and

Archival of

Contact Centre

Data

<clause added> The successful bidder should record and store online data and call logs at bidder’s premise for at-least 90 days. Thereafter, the bidder should provide the same to



of 4

S.

No. RFP Reference Original Version Modified Version

PSB on a storage media (SSD/Disk) arranged by the bidder on a monthly basis.

4 Section 9.7.a <entire section> Refer Annexure 1 to this

Addendum 2

5

Section 9.7.c

(Reference Site

Feedbacks)

If the reference site is not the same

as the proposed Contact Centre

site for Oriental Bank of

Commerce, the Bank reserves the

right to visit the same and include

the same for evaluation

If the reference site is not the

same as the proposed Contact

Centre site for Punjab & Sind

Bank, the Bank reserves the right

to visit the same and include the

same for evaluation

6

Annexure 14:

Call Quality

Score

(Call Opening

Parameter)

Greeted customer, stated Oriental Bank of Commerce, started call in a pleasant manner

Greeted customer, stated Punjab & Sind Bank, started call in a pleasant manner

7 Section 2: Data

Sheet

Bid submission last date and time

08.05.2019

11:00 HOURS

Eligibility cum Technical bid opening date and time

08.05.2019

12:00 HOURS

Bid submission last date and time

17.05.2019

11:00 HOURS

Eligibility cum Technical bid opening date and time

17.05.2019

12:00 HOURS



of 4

Annexure 1:

The bidders are advised to now read Section 9.7 (a) i.e. Relevant Experience as follows:

The bidder is required to provide documentary evidence of its relevant past experience for the various

parameters identified in the table below.

S. No. Past Experience Score Max Score

A Experience in managing Call Centre operations for inbound and/ or

outbound from Bidder’s premise for Scheduled Commercial Banks in

India with over 200 branches (Min. 20 FTEs for each credential)

50

More than 3 Scheduled Commercial Bank in India 50

2-3 Scheduled Commercial Bank in India 40

1 Scheduled Commercial Bank in India 30

B Managing Call Centre operations for inbound and/ or outbound calls

for BFSI organizations in India (Min. 20 FTEs for each credential)

25

More than 4 Clients 25

3 or 4 Clients 20

2 or 1 Client 15

C Managing Call Centre operations for Client’s India operations with

over 50 FTEs (for each client)

25

More than 4 Clients 25

3 or 4 Clients 20

2 or 1 Client 15

TOTAL 100

Scheduled Commercial Bank would not include Regional Rural Banks, Cooperative Banks or Foreign

Banks.

S.

No.

Chapter

Name

Secti

on

no.

Page

No.Existing Clause as per RFP

Queries/ Modification/ Changes suggested

by BiddersBank's Response

1Eligibility

Criteria5 14



organizations out of which at

least one should be a Scheduled



(deposits + advances) greater

than INR 1 lakh crore) for whom

the vendor has set up a Call

Centre. In each credential, the

bidder should have deployed at

least 20 FTEs.

Please give clarity y on scheduled and

commercials bank is it a mandate as we are

currently working with Yes bank and IDFC

Capital Bank , please clarify whether this

can be considered as for IDFC Capital First

we have deployed 950 plus seats and for

Yes Bank 30 seats

Please refer the latest list of Scheduled

Commercial Banks idenfied by Reserve

Bank of India.

All pre-qualification criteria are mandatory

to be fulfilled in order to be considered for

technical evaluation process.

2Eligibility

Criteria5 15

The proposed OCRM solution

should have been deployed for in

any two BFSI organizations.

Is it a mandate , please give a clarity on

term OCRM as we currently deployed our in-

house CRM for various BFSI process

All eligibility criteria need to be sufficed by

the bidder to be considered for technical

evaluation process.

OCRM refers to Operational Customer

Relationship Management. Please refer

section 6: Scope of Work

3Overvie

w4.1 10 <query. no specific clause>

Please give clarity on incremental volumes

for 2019-2020 to work on number of people

required

The details are not available at this stage.

4Scope of

Work6 16 <query. no specific clause>

How will the data be received from your

end?

The OCRM solution proposed by the

bidder shall be hosted in Bank's DC and DR

which would further interface with Bank's

information systems.

S.

No.

Chapter

Name

Secti

on

no.

Page




5Scope of

Work6 16 <query. no specific clause> What is the frequency of receipt of data

The frequency of receipt of data would

depend on the data being exchanged and

would be driven by the business processes

that bank gives a sign-off on. The bidder

shall have to support bank's requirments

in terms of frequency of transacting data

from bidder's system.

6Scope of


What is the current AHT ( Average Handling

Time ) Inbound / Outbound

The Average Call Handling Time for

inbound calls for the month of March

2019 is 134 seconds.

7Scope of


Please confirm whether social media tool

will be provided by Bank or is service

provider need to deploy the same

Please be guided by the RFP. Please refer

Section 6: Scope of Work

8Scope of


PRI will be provided by Bank or service

provider


Section 6.2 : Scope of Work (Infrastructure

and Technology)

9Scope of


Please share your ramp up plan for the next

3-6 months (Required for planning logistics)

Please refer the current call volumes

mentioned in the RFP.

10Scope of


Please share your quality monitoring system

for Voice (including sample size, monitoring

guidelines and quality audit sheet)


Annexure 14: Call Quality Score

11Scope of


Please share the Day Training agenda,

training material (links) and Certification

criteria.


Section 6.3 Resource on-boarding and

training

12Scope of


Will training material be shared or need to

be developed


Section 6.3: Resource on-boarding and

training

13Scope of


What is the expected training throughput

based on your prior experienceThis data is not available at this stage.

S.

No.

Chapter

Name

Secti

on

no.

Page




14Scope of

Work6 16 <query. no specific clause> TTT arrangement

The bank's team shall give a knowlodge

transfer initially to the successful bidder's

team. The successful bidder is expected to

train its resources and stay compliant to

RFP conditions with respect to training,

resource on-boarding and subsequent

trainings etc.

15Scope of


Quality interventions (like remote audits by

clients/calibration participation/CSAT)



16Scope of

Work6 16 <query. no specific clause> Please specify Workstation Specifications

Please be guided by the RFP.

Please refer Section 6: Scope of Work and

Appendix 1: Functional and Technical

Requirement

17Scope of


Is there any Specific Software or Program

Requirements

Please be guided by the RFP.



Requirement

18Scope of

Work6 16 <query. no specific clause> What is the bandwidth required

Please refer Section 6.2: Scope of Work

(Infrstructure and Technology

Sizing of IT and network infrastructure

equipment is in Bidder's scope

19Scope of


Do you require Knowledge Management

solution? If yes, please specify requirements



Requirement

20Scope of


Do you require Dialler solution? If yes,

please specify requirements.



Requirement

21Scope of


Do you require Reporting solution? If yes,

please specify requirements



Requirement

S.

No.

Chapter

Name

Secti

on

no.

Page




22Scope of


Is Bidder required to connect to any of the

applications? If yes, how will our solution

connect and access your network

resources? (e.g. point-to-point, MPLS, VPN,

secure Internet)



23Scope of


Will Bidder be required to host any

hardware equipment that the client will be

providing? If yes, please specify the details.



24Scope of


Will Bidder be required to provision any

hardware equipment to support client

requirements? If yes, please specify the

details


Section 6.2: Scope of Work (Infrastructure

and Technology)

25Scope of

Work6 16 <query. no specific clause> AHT intraday pattern

This data is not available at this stage.

However bidder may refer Addendum 2

for additional details.

26Scope of


Call landing interval wise call landing

pattern for daily , weekly and monthly with

incremental volumes for 2019-2020

This data is not available at this stage.

However bidder may refer Addendum 2

for additional details.

27Scope of

Work6 16 <query. no specific clause> Current SLA and Occupancy

Details on current SLAs are not relevant at

this stage.

28Eligibility

Criteria5 14












least 20 FTEs.

We request you to kindly amend above

clause:

The Clientele of the Bidder must include at

least two BFSI organizations for whom the

vendor has set up a Call Centre. In each

credential, the bidder should have deployed

at least 20 FTEs.

Refer Addendum 2:


least ONE Scheduled Commercial Bank

(with over 200 branches and has total

business (deposits + advances) greater

than INR 1 lakh crore) for whom the

vendor has set up a Call Centre with at

least 20 FTEs.

S.

No.

Chapter

Name

Secti

on

no.

Page




29Scope of

Work6 16 -

Can the BPO use the existing setup or do

they need to setup a new technology infra

for your requirement ?


Section 6: Scope of Work.

The agents/ FTE deployed should be

dedicated for Bank's operations. However,

existing technology infra may be used with

adequate logical partitioning at bidder's

premises.

30Scope of

Work6 16 -

What is your expectation on Technology for

Contact Center. Can a BPO use a local

Asterix based technology or do they need to

consider Tier 1 technologies only ?


Appendx 1: Functional and Technical

Requirement

31Eligibility

Criteria5 14 -

Are you considering the leading technology

vendors listed by analyst like Gartner, Frost

& Sullivan etc ?

Please refer Section 5: Eligibility Criteria

and Section 9: Evaluation Process.

32Scope of

Work6 16 -

Since it’s a banking operations, it should be

with Active-Active DC & DR setup. Which

means during DC failure, all the services

(Inbound, IVRS, Outbound) will resume

seamlessly from DR setup without manual

intervention. Anything less than Active-

Active setup will cause customer experience

problems.

Refer Section 4.3: Operating Centers

S.

No.

Chapter

Name

Secti

on

no.

Page




33Eligibility

Criteria5 14












least 20 FTEs.

Looking at Historic Call Volume , there shall

be monthly requirement of about 10 to 12

billable FTEs / Agents. For said requirement

of about 10 to 12 Agents, eligibility

requirement of having three BFSI Clients

may be revisited.

We request to make this requirement as

having one Clientele as Scheduled

Commercial Bank (with over 200 branches

and has total business (deposits + advances)

greater than INR 1 lakh crore) for whom the

vendor has set up a Call Centre with at least

50 FTEs.

Refer Addendum 2:


least ONE Scheduled Commercial Bank

(with over 200 branches and has total

business (deposits + advances) greater

than INR 1 lakh crore) for whom the

vendor has set up a Call Centre with at

least 20 FTEs.

34

Operatin

g

Centers

4.3 -

The secondary site should be in

any Tier I and Tier II city (as

defined by the central sixth pay

commission) in Northern or

Central India.

The bidder should also ensure

that primary and secondary

centers are in different seismic

zones (as defined by India

Meteorological Department,

Ministry of Earth Sciences).

Additionally the bidder should

ensure that the primary site

should be in Northern India and

the Secondary site should be in

Central India.

Our submission is that limitation of having

secondary centre in Central India is too

stringent.

We request that Secondary Centre may be

in different seismic zone, it can be in Tier I

or Tier II city but condition of Central Zone

shouldn’t exist.

Refer Addendum 2

S.

No.

Chapter

Name

Secti

on

no.

Page




35

Operatin

g

Centers

4.3 -

The primary site will initially

handle 80% of the total inbound

call volume and 100% outbound

call volume

We request clarity on following points :

(a) It is mentioned 80% of traffic to be

handled at primary & no mention of

balance 20% traffic ; will it be handled by

Secondary site.

(b) what shall be exact status of Primary –

Secondary Sites . Do we need to run

Active/Active sites with 20% traffic diverted

to DR site on all time?

The bidder's understanding is correct.

36Existing

Setup4.4 12

Inbound calls (primarily

regarding balance inquiry, card

blocking, internet banking)

We are assuming that there will be

Integration with the key systems of the

bank to retrive this details



37Existing

Setup4.4 12

IVR services (service

identification and type of

customer identification)

We are assuming that there will be

Integration with the key systems of the

bank to retrive this details



38

Other

Channel

sl & New

Initiative

6.1.5 23 Web-Chat and Mobile-Chat

We are assuming that Web-Chat will be on

Punjab and Sind Bank website and Mobile-

Chat will be Bank Mobile App.

The bidder's understanding is correct.

39

Other

Channel

sl & New

Initiative

6.1.5 24

The Bidder should develop,

populate, publish and update the

content (incl. Visuals/Graphics)

as and when required on 24X7

basis. The frequency of

information will be on a

continuous and daily basis

Please share detailed requirements Please be guided by the RFP.

S.

No.

Chapter

Name

Secti

on

no.

Page




40

Infrastru

cture &

Technol

ogy

6.2 25

The bank would provide

application hosting space (for

OCRM) to the successful bidder

at its Data Centre and Disaster

Recovery Centre and will also

provide managed services for the

deployed IT infrastructure.

However, the successful bidder

would be solely responsible for

sizing of such infrastructure

required/ to be deployed at

Bank’s Data Center and Disaster

Recovery Center. The bidder

would be responsible for

procurement, supply,

deployment and maintenance of

proposed servers (including

database and OS) at the Bank’s

DC and DR as well deployment

and maintenance of all the in-

scope applications.

Is there is specific vendor to purchase

OCRM application or We can purchase from

our choice of Vendor, OCRM will be

customised one or need to by standard

copy.


section 5 (Eligibility Criteria) and section 6

(scope of work) and Appendix 1

(Functional and Technical Requirments).

This bidder may propose solution that

comply with RFP requirements.

41

Infrastru

cture &

Technol

ogy

6.2 27

Connectivity with backup links

(between Contact

Centre and bank’s DC and DR)

Please share the Bandwidth requirements

and locations of DC & DR

Sizing of IT and network infrastructure

equipment for hosting the operational

CRM at Bank’s DC and DR is in Bidder's

Scope

Please refer section 4.3 for operating

centers. The Bank's DC is in Mumbai and

DR in Noida and may change.

S.

No.

Chapter

Name

Secti

on

no.

Page




42 - - - -Data and Call recording retention period

and handover process

Refer Addendum 2

Clause Added: The succesful bidder should

record and store online data and call logs

at bidder’s premise for at-least 90 days.

Thereafter, the bidder should provide the

same to PSB on a storage media arranged

by the bidder on a monthly basis.

addendum 2 for outsourcing contact centre service · punjab & sind bank addendum 2 (a govt. of...

Documents