Call Centre Support - Kenya at Triggerise (Tiko)

Scope of Work

• The call centre partner is expected to provide outbound call centre services oversee inbound client support on Phone with other possible channels being 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 inUganda . 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 dialing etc. in 30 days time from the date of award of contract to them and should start operations within this period.

TECHNICAL REQUIREMENTS

The qualified firm should exhibit the following:

• Demonstration of experience and expertise of similar assignment with non-governmental organizations;
• Providing an activity plan (project plan) of actions to achieve the objectives of the assignment, specifying budgeted hours, timelines and sequence for its consultancy procedure and level of staff to be assigned;
• Incorporating CV's of the proposed professional staff of the core management team proposed for the engagement and the authorized representative submitting the proposal. CVs should demonstrate relevant experience of dealing with Tax matters within organizations similar to Triggerise;
• List of current and past clients where the bidder has conducted mystery client/shopper experience along with the name of the organization, contact person, designation, and a contact number, nature of services and length of the appointment for at least three (3) International non-governmental organizations.

EVALUATION CRITERIA

Proposals will be evaluated in two parts. The experience, technical proposal and financial quotation shall bear 70% of the total marks while the references and financial capacity shall bear 30% of the total marks.

• Proposals should make clear about the relevant skills, experience and capacity of the participant, in respect of this particular SOW.
• Proposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the SOW.
• Proposals should clearly indicate whether or not bid participants have the capacity to meet the requirements of the SOW.
• Proposal should clearly indicate compliance with the appropriate data protection, privacy, legal, social, tax and ethical issues applicable to the country
• Must be a registered firm in the country where they seek to provide the services.

Functionality evaluation criteria

Experience, Skills and Ability of Service Provider

• Past experience in similar work of this nature.
• Team member experience (accompanied by brief CV's).
• Ability of the bidder to fulfil Triggerise’s requirements.

Weight: 30

Technical Approach and Execution Plan

• Proposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the SOW.

Weight: 30

Financial quotation

• Proposals should clearly indicate whether or not bid participants have the financial capacity to meet the requirements of the TOR based on the previous value of similar works done e.g. by sharing copies of recent audited financial statements.

Weight: 10

References

• Did the bidder submit at least three relevant and contactable clients that were serviced in the past 36 months.

Weight: 10

Capacity

• Proposals should clearly indicate whether or not bid participants have the capacity to meet the requirements of the SOW.

Weight: 20

Total Weight: 100

Proposal submission guidelines

Firms and individuals are invited to submit proposals for this engagement. Proposals should include the contents below and not exceed a maximum length of 15 pages, excluding annexures (budget and summary profiles of proposed personnel).

• Cover page: Summary with basic information such as names, address, contact information, proposed budget, etc.
• Capacity statement: A brief capacity statement as to why your firm and the team you are proposing is well positioned to undertake the engagement
• Qualification to the scope of work: Any qualifications that you may have regarding the scope of work
• Proposed approach: Your proposed approach to delivering on the scope of work requirements
• Proposed personnel: The qualifications of the proposed qualifications and their experience.
• Work plan:proposed work plan with tasks, responsible person/s and timeline
• Budget: Total budget envelope required to deliver the work (in Euros), and line-item breakdown of direct costs and overheads. (Preference to costing per facility or any other unit that allows for variations in the period of performance).
• References of similar engagements undertaken by the firm in the last 5 years

The submission must be clear, concise, and complete. Applicants should submit only such information as is necessary to respond effectively to this request for proposals. Unless specifically requested, extraneous presentation materials are neither necessary nor desired.

How to apply

Applications/submissions are requested to submit their tender/application documents (technical & financial) proposals to Triggerise via mail procurement@triggerise.org by end of day 21st November 2023. With the subject name: Proposal Submission Call Centre - Kenya.