Call Centre Consultancy Services at Triggerise

Project Background Objectives

The objective of this RFP is for Triggerise to identify the most appropriate supplier for outbound call centre and inbound client support via Phone, WhatsApp, SMS, Facebook and Instagram.

The call centre partner will run and oversee outbound CATI (Computer Assisted Telephone Interviews ) in Kenya as part of client visits data verification and audit process as well as a quantitative research tool to assess the level of satisfaction among various actors in the Kenya Tiko ecosystem. Interviews will be conducted in English, Swahili and Sheng. The partner will also oversee inbound client support services on Phone, SMS, WhatsApp, Facebook and Instagram.

Through engaging the call centre partner, Triggerise wishes to achieve the following.

• Centralize phone-based data verification and audit process
• Develop a central repository of data on satisfaction ratings of various actors in the Kenya Tiko ecosystem.
• Centralize client support through a toll-free inbound line, WhatsApp, Facebook, SMS and Instagram.

Triggerise invites interested parties that meet the qualifications listed in this document to submit proposals regarding their products and related service offerings. All information shall be submitted in the format stipulated in this RFP.

Instructions to Suppliers

Supplier Profile and Demographics

Provide a statement giving a brief history of your company, how it is organized, and how its available products and resources will be used to meet Triggerise’s requirements as well as provide a financial proposal.

References

The supplier should provide details of three customers, for reference. References should be for customers with requirements similar to those of Triggerise.

Notification of Award

A contract will be awarded to a single supplier, based on the evaluation of the RFP response and the satisfactory outcome of financial negotiations.

Treatment of Information

All information about Triggerise provided during the RFP process shall remain under non-disclosure and cannot be released without the express permission of Triggerise.

Statement of Requirements

The call centre partner is expected to provide outbound call centre services oversee inbound client support on Phone, WhatsApp, SMS, Facebook and Instagram for a period of 1 year.

The required partner shall render call centre services that meet global standards which should include but not be limited to workspace for call center agents, with workstations that include a computer for each Agent, secure computer telephony integration systems, as well as sufficient reporting, training, staffing, supervision and quality control tools.

The details of the required services are as listed:

• Make outbound calls on behalf of Triggerise.
• Capture data including voice logs resulting from outbound calls in a secure information management system.
• Provide raw data resulting from outbound calls at periods to be specified by Triggerise.
• Oversee inbound client support services on Phone, SMS, WhatsApp, Facebook and Instagram.
• Provide analyzed reports from data resulting from outbound calls inbound client support in the form of dashboards.

General Requirements

• They will use their own premises to extend outbound call center services in Kenya . The cost of premises & recurring costs related to connectivity & all kinds of utility services associated with setting up infrastructure and conducting the outbound calls will be borne by the call centre partner.
• They will recruit, train (provide language, operational and soft skills training) and maintain the necessary staff in order to run the centre at optimum capacity at their own cost.
• The Call centre partner is required to do all prior work of installing the required hardware & software, recruitment and training of agents, test dialling etc. in 30 days time from the date of award of contract to them and should start operations within this period.