Procurement Opportunity: Call Centre Service - Per Seat Basis - Standard call center setup (On Prim); Onsite with setup

The eligibility requirements include being a registered entity, having at least 3 years of proven experience in providing call center services, and meeting the minimum average annual turnover of ₹13 Lakh. Supporting documents verifying experience and financial status must be included in the bid submission.

Bidders are required to submit experience certificates indicating previous work related to call center services and certificates demonstrating financial stability and turnover that satisfy the eligibility criteria.

To register for this call center service tender, potential bidders must complete the registration process on the GeM portal, ensure their company credentials are valid, and gather all necessary documentation prior to bid submission to avoid missing out on crucial details.

Bidders must submit their documents in PDF format. All supporting documents should be clearly scanned and legible to ensure compliance with submission requirements.

Bidders must adhere to the technical specifications outlined in the bid document, which includes the capability to support standard call center operations, handling multiple calls, call recording facilities, and ensuring compliance with data privacy regulations.

The quality standards for the call center services involve regular monitoring of call performance, adherence to customer service protocols, and alignment with defined service level agreements (SLAs) to ensure efficient and effective service delivery.

Yes, awarded bidders must comply with service quality norms as specified in the contract, including adherence to operational and reporting protocols stipulated by the Employment and Training Department.

Testing criteria involve assessing the bidder's operational readiness, service quality benchmarks, and ability to meet performance targets outlined in the tender specifications prior to service initiation.

The EMD for this tender is ₹21,000, which must be submitted along with the bid. This amount is refundable after the completion of the bidding process and will be forfeited if the bidder fails to comply with the tender terms upon winning.

Successful bidders must provide a performance security amounting to 10% of the total contract value, which will be held for the duration of the contract to ensure compliance with all terms and conditions.

Payment terms will be clearly defined in the contract upon selection and will likely include milestones tied to performance indicators to ensure diligent service delivery.

Price evaluation will be conducted based on the total value of bids submitted. Bids will be assessed not only on price but also on the quality of services and past experience in the domain.

Bids must be submitted online via the GeM portal, adhering to the two-packet system. Detailed instructions are provided in the tender documents to ensure proper submission formats and procedures.

Bidders should refer to the tender documents for key timelines related to bid submission, opening, and evaluation to avoid missing critical deadlines associated with the bidding process.

The evaluation will assess both financial and technical aspects of the bids. Select bids based on quality, experience, and compliance with specifications will be prioritized in the selection process to ensure the best service provider is chosen.

Results will be communicated as outlined in the tender documents. Successful bidders will be notified post-evaluation completion, outlining next steps for contractual agreements.

MSEs may benefit from relaxed eligibility criteria, potentially greater consideration in evaluation processes, and opportunities to participate in government projects, enhancing their business prospects and growth potential.

Startups may be provided with exemptions relating to experience and turnover conditions based on their innovative capabilities and business models, thus fostering an inclusive bidding environment.

The tender adheres to 'Make in India' policies by prioritizing locally sourced services and products, further enhancing domestic industries' involvement in government projects and contributing to national growth initiatives.

These FAQs serve as a comprehensive guide for potential bidders to navigate the tender process. For further information, it is recommended to review the full tender documents available through the provided links.