TOR: Call Center Service Provider at HEVA

Scope of Services

• The selected service provider will perform the following key functions:
• Inbound Services
• Handling participant inquiries related to:
• Loan application processes and status updates.
• Program activities, eligibility criteria, and timelines.
• Resolving concerns and escalating issues when necessary.
• Operating dedicated phone lines and email support for participants.
• Outbound Services
• Conducting follow-up calls with:
• Loan applicants tverify submitted information and update them on
• application progress.
• Participants for post-program feedback and surveys.
• Sending reminders for upcoming training sessions, deadlines, and other program milestones.
• Data Reporting and Analysis
• Maintaining detailed logs of all inbound and outbound calls.
• Compiling reports on:
• Call volumes, types of inquiries, and resolution rates.
• Participant satisfaction and key issues raised.
• Recommendations for addressing recurring concerns or improving communication strategies.
• Value-Added Services
• Providing SMS services for quick updates.
• Facilitating live chat support via online platforms.
• Offering multilingual support tcater tparticipants’ diverse needs.

Deliverables

• The call center service provider will deliver the following outputs:
• Operational Setup:
• A fully functioning call center with trained personnel and necessary infrastructure.
• Service Quality Reports:
• Weekly and monthly performance reports covering key metrics (e.g., average
• handling time, resolution rate, and participant satisfaction).
• Call Records:
• Accurate records of all interactions for audit and analysis purposes.
• Participant Feedback:
• Consolidated feedback reports highlighting key trends and actionable insights.

Duration and Timeline

• Contract Duration: 1 year with the possibility of extension based on performance.
• Setup Phase: The provider will complete onboarding and setup within one month from contract signing.
• Operational Phase: Full-scale operations will commence immediately after the setup phase.
• Reporting and Supervision
• The service provider will report tthe Investments Director at HEVA. Regular updates will be provided through:
• Weekly Progress Meetings: Discuss call center performance, challenges, and solutions.
• Monthly Performance Reports: Detailed reports on metrics, feedback, and recommendations.

Qualifications of the Service Provider

• The ideal service provider must meet the following criteria:
• Demonstrated experience managing call center operations for development programs, financial services, or similar sectors.
• Proven capacity thandle diverse participant groups, including marginalized communities.
• Multilingual support capabilities, including fluency in [languages relevant tthe program participants].
• Robust data management systems tensure confidentiality and compliance with data protection regulations.
• Capacity toperate during business and non-business hours as needed.
• Financial Proposal
• The proposal must include a detailed breakdown of costs for:
• Setup costs (if applicable).
• Monthly operational costs.
• Additional fees for optional services (e.g., SMS, live chat, multilingual support).

Evaluation Criteria

• Proposals will be evaluated based on:
• Technical Expertise: Understanding of the program’s objectives and scope.
• Experience: Relevant past performance and client references.
• Service Delivery Plan: Feasibility and efficiency of the proposed approach.
• Financial Proposal: Cost-effectiveness and alignment with the program’s budget.

Submission Guidelines

• Interested service providers should submit their proposals including the following:
• Company profile and relevant experience.
• Detailed technical approach and work plan.
• Staffing plan and qualifications of team members.
• Technology infrastructure and data management tools.
• Financial proposal with cost breakdown.
• References from previous clients.