outsourcing of pia call centre scope - piac.com.pk · outsourcing of pia call centre ... bidders...

Outsourcing of PIA Call Centre

Pakistan International Airlines Corporation is looking for a reputable firm with international standing to manage Contact

Centre operations in Pakistan.

SCOPE

The Contact Centre which is already operational and fully equipped with state of the art infrastructure including

Telecommunication network, Intranet / Extranet, IVR and mobile communication facility to meet our global customers

requirements on 24/7 basis.

The referenced facility may be visited at your Convenience during PIA Office Hours with the prior appointment.

Solution Overview

The third party must possess right skill level and experience to manage end-to-end operations / functions of Call Center

independently with key focus on meeting customer requirements and expectations globally, using the above infrastructure

on ‘As is Where is’ basis.

Contract Duration

The contract period will be of 3 years.

Obiectives

Provide a scalable solution that deals efficiently and effectively with inbound/outbound customer calls with

identified capacity and lead generation.

Incorporate CRM system that will seamlessly manage prospects and prospect conversion to customer accounts.

Recruit, train and retain exceptional brand ambassadors for PIA as members of the call centre team.

Development of the necessary software/knowledge database.

Requirement

Infrastructure Management

• Workforce Management

Forecasting of workload and required staff.

Management of working times and accounts.

Analysis and monitoring of the entire process.

Training & development of workforce.

• Facility Management & Maintainance

Assets management

Equipment - Hardware

Facility - Call Centre Location ’As is Where is’

Communication Network

Business Case

Inbound / outbound calls handling management.

Manage / Handle calls regarding flight schedules, reservations, the frequent flyer programme, travel advice and

travel related information.

Highly flexible and secure system with proven reliability to handle large volumes of customer contact globally.

Route customer requests to the appropriate agent in the shortest possible time.

Route calls according to agent skills.

Simultaneously provide tools for reporting real-time and historical data to PIA management.

Coordination with respective PIA back-office.

Manage efficient Telemarketing

Terms & Conditions:

1. Proposals are invited on Single Stage Two Envelope basis.

2. Technical Proposals will be opened on May 26, 2010 @ 1100 Hrs (PST).

3. Bidder must submit earnest money equivalent to 2% of total bid value in shape of pay order in favor of PIAC with Financial

Proposal.

4. Bidders must submit pay order for Rs. 1500 along with the Technical Proposal as fee for the documents.

5. Successful bidder will be required to submit a performance bond equivalent to 10% of total contract value.

6. PIAC will not be responsible for any postal delay. Proposals received after date / time will not be considered.

7. For any query, please contact undersigned @ 021-9904 4101.

DGM Purchases Technical

Call Centre Services

Services Description

Handling reservation requests and general customer enquiries regarding

flight details, fares etc.

Agents should additionally be trained in up-selling and cross-selling

techniques, help clients increase conversion ratios and maximize revenues.

Inbound CSR:

-Receive inbound calls for:

Flight inquiry Flights Schedule Reservation and ticketing Fares Award Plus Business Class Desk Travel Agent Desk Complaint Desk. Emails / Chat

Reservation I Ticketing

Auto dialer system and auto SMS generation for information

Outbound services

related to change in flight schedule, cancellation of flight and Awards miles balance etc. Outbound CSR:

- Make outbound calls:

Incidental Changes VSR Disassociation Ticket Home Delivery General Confirmation Coordination with PIA Flight Check Web Ticket Verification Survey Calls

Call Center

Management

Complete management of Call Centre facility & satff.

Are responsible for:

Floor Management Evaluation and monitoring of agent performance WFM Reports Annual Appraisal Inbound calls in load time

Human Resource and Administrator Executive:

Responsible for complete HR functionality required for managing the medium

size call center of 194 employees

System Administrators:

Responsible for daily support:

First Level Support for system and server Floor Management UAN Numbers maintenance

PRI Monitoring Coordination with partners for second level support Maintain Technical SLA.

Manager Operations:

Responsible for overall smooth operations for PIA Call Center. Daily liaison

with PIA management for new products

Call management Routing of calls according to agent skills.

Guest Care & Support

(Inbound services)

CRM application for guest care and support with complete customer

profiling.

Turn key solution for providing end-to-end IVR E-ticketing transaction

facility through integration with PIA Reservation system. IVR E- Ticketing

Frequent Flyer Back

Office Functions

Application/Form Processing

Document Management and Workflow

Data Capture, Verification, Cleansing and Exception

Risk/Fraud Review

Handling

Database Updates and Maintenance

Risk/Fraud Review

Make outbound call and processing for:

New Enrollment (Postal and Online)

Missing Point ((Postal and Online) Redemption ((Postal and Online) Coordination with PIA Back Office Cards Displacement Service Center Email

Promotions and

Marketing & Campaign

Management

Database Creation, Cleansing and Management

Direct Mail Services

Outbound Call Campaigns

Response Analysis and Reporting

Customer Behaviour

Intelligence Efficient use of data models to handle customers effectively

Global Coverage Global coverage through PIA already owned UAN & International Toll Free

Numbers.

Call Recording Facility Recording and real time monitoring of calls for performance manaqement &

problem resolution.

Work Force Management

Forecast the volume of calls (or other interaction types, like emails and

chat sessions etc). Workforce management (WFM) software can help Call

Center Managers to schedule the optimal number of agents to meet

projected needs, taking into account agent breaks, training classes,

planned vacations and unplanned sickness

Email Response Auto Responders & complete history of past emails to & from customers.

Data Security Hardware & Software based data security i.e encryption etc.

Mobile Communication Provisioning of real-time SMS alerts to customers.

On-Line Chat Support

Services Provide a chat window from the PIA website for chat support.

Existing Call Centre Statistics

S.No Description Per Month Per Year

1. Number of Inbound Calls (average) 255,000 3,060,000

2. Average Talk Time Inbound 4 mins

3. Number of Outbound calls (average) 60,000 720,000

4. Average Talk Time outbound 2 mins

Total headcount as of now 194

Existing Call Centre Agent Requirement

S.No Description Shift Pattern %

1. Peak Hours utilisation 8am - 4pm 55%

2. agents in inbound 75

3. agents in outbound 15

4. agents in Award Plus 12

Total Strenght Required for Smooth operation 102

5. non-peak hours utilisation 4pm - 12am 35%

6. agents in inbound 48




9. non-peak hours utilisation 12am-8am 10%




List of Existing Hardware

Workstation Details

Model

hpdl5000mt 1

HPDesktop PC (No Model Number) 1

Dx2200 3

Dx 2000 11

D330 21

Dx 7400 25

D380 31

Total workstation's 93

Server Details

Model

Compaq Proliant ML 330 (Symposium and CBI) 2

Compaq Proliant ML 570 (Genesys Main and Backup) 2

IPC-623BP-300R (IVR) (IVR main and Backup) 2

NCR-26195855 (Domain Controller) 1

SMS Server 1

NCR-4470-1000-8090 (TeraData) (in PIA IT Custody) 1

NCR-RAID Controller Model 6288-1221-8900 (in PIA IT Custody) 1

NCR-DISK ARAY 1 Model 6288-1221-8900 (in PIA IT Custody) 2

HP SAN Disk Array (MSA1000) 1

Total server's 13

Extentions Details Total

Nortel Sets 67

Nortel sets new 25

Total 92

Printer

HP LaserJet P2030 Series 1

Total 1

Head sets

Model

Plantronics Old 20

Plantronics New 16

Geo Link 20

Total 56

Switch Details

Calalyst 2950 Series 4



Total 6

Router's Details

Cisco 3600 series 1

Cisco 2600 series 1

Total 2

Nortel Devices

Nortel Passport 4460 1

Nortel signaling server 1

Nortel PBX (Meridian 51C) 1

Total 3

Recording Devices

Racal Recorder (Wordnet Series II) 64 Channels 1

Nice Recorder (NiceCall Focus III) 25 Channels 1

Total 2

List of Existing Software

Agent Workstation Software Details

S.No Software

1 WindowsXP SP3

2 Genesys Agent Desktop

3 Pocket Oxford Dictionary

4 Kaspersky Antivirus

5 NC3 (CRM)

6 Sabre View

Team Lead/Supervisor Workstation Software Details

S.No Software

1 WindowsXP SP3

2 Genesys Agent Desktop

3 Pocket Oxford Dictionary


5 NC3 (CRM)

6 Sabre View

7 CC Pulse (Reporting)

8 SMI Workbench (Reporting)

9 Wordnet Workstation (Call Listening)

Server Software Details

IVR1 and IVR2

S.No Software

1 Windows 2000 Server SP4


3 Microsft SQL Server 2000

4 Dialogic System software 5.1

5 Elex

6 Genesys Solutions

7 Hostcom1 to Hostcom6

8 PIA_IVR Reporting

9 Mylex Workstation Aray Manager

CTI 1 and CTI2 (Genesys)

S.No Software



3 Microsoft SQL Server 2000

4 Compaq System Tools

5 HP Management Agent


7 Java 2 Runtime Enviroment (JRE)

8 Flex Licence manager

9 Genesys Framework

10 Genesys Wizads Manager

11 Genesys Management layer

12 Genesys Routing

13 Genesys Reporting

14 Genesys Email and Chat.

15 Apache HTTP Server

SMS Server

S.No Software




4 Net Beans IDE

5 Java 2 Runtime Enviroment (JRE)

6 TCP Inter Posting Server

7 GSSR

8 RP

9 LM

10 DBServer

11 Alert Processor

12 SMS Config Utility

13 SMS Sender Utility

Domain Controller

S.No Software



Symposium Server

S.No Software



3 Sybase

4 Symposium Call Center Server

Application DB Server

S.No Software




Post Qualification Criteria

Pakistan International Airlines Maximum Marks 100 and Minimum passing marks 75 with minimum 12 Marks in each category Bidder Capabilities for delivery of Call Center Solution

Must Criteria- The under mentioned options will only be evaluated if and only if following criteria is fulfilled)

a. PIA deals only with principals (no sub-contractor can be involved in bidding)

b. Organization must be in existence for the last 5 years

c. Running call center facility with minimum 200+ call center full time agents currently operating in Pakistan, and demonstrate ability to rapidly scale upwards

Note: PIA is providing the equipment and facilities which already exists. Bidders applying should have call centre facilities in Pakistan which We can visit to see to evaluate quality of man power.

Parameters

Response Ref Page Max Marks Allocated

Marks Obtained

Yes / No (Evidence) 100

Financial Capabilities Three years audited financial statements 3

Total consolidated revenue: (i) greater than PKR 1 billion (30 marks) (ii) 0.75 billion - 1 billion (25 marks) (iii) 0.5 billion - 0.75 billion 20 Marks (iv) 0.25 billion - 0.5 billion 15 Marks (v) Less than 0.5 Billion 10 Marks 27

Staff Support Capabilities & Strength

20

a. Each senior executive should have over 5+ years each experience in global outsourcing sector, across multiple industry verticals. 8

b. Each call center agent must possess a Bachelors degree 6

C. Implementation team well versed with Call Center component's configurations with at-least 3 years of experience, 1 marks per specialised team member 6

Company Experience (50 marks) 50

a.

Contract information for top 10 clients with minimum of 75 seats call centre for contact center outsourcing services, delivered from Pakistan facilities. (Client Name, Primary Industry, Services provided, Number of resources, tenure) 2 Marks each 20

b. Provide average tenure of customers (should be minimum 3 years). 5

c. Pakistan Call Center Actual Production hours (Inbound, Outbound, Non-Voice) of minimum 20,000 hours per month. 5

d. Pakistan contacts dialed through outbound platform minimum 10,000 leads dialed monthly 5

e. Pakistan Call Center Actual Inbound Call Volume minimum 300,000 inbound calls per month 5

f. Deployment, configuration, testing, management, and support services of leading telephony platform brands (Nortel, Avaya, Genesys, Cisco, NICE) (1 mark each) 10

Functional Evaluation Criteria

These are all mandatory requirements, a Negative response would deem the bidder as Technically non responsive unless technical proof is given to justify the response.

Bidder Capabilities for Functional Capabilities of Call Center Slution

Parameters Response Ref Page

PIA Evaluation team response

Yes / No (Evidence) Yes / No

The under mentioned options will only be evaluated if and only if following criteria is fulfilled)

a. Manage, and maintain 24/7 End-to-end Call Center Operations, Facility, Staff, Processes on turnkey basis

b. 24/7 global coverage

c. Inbound / outbound calls handling management.

d. Manage / Handle calls regarding flight schedules, reservations, the frequent flyer programme, travel advice and travel related information.

e. Highly flexible and secure system with proven reliability to handle large volumes of customer contact globally.

f. Route customer requests to the appropriate agent in the shortest possible time.

g. Route calls according to agent skills.

h. Simultaneously provide tools for reporting real-time and historical data to PIA management.

i. Coordination with respective PIA back-office.

j. Manage efficient Telemarketing

Business Functionality

Evaluation of successfully meeting the under mentioned functional objectives:

Inbound Voice Handling reservation requests and general customer enquiries regarding flight details, fares etc.

Agents should additionally be trained in up-selling and cross-selling techniques

Agents to help clients increase conversion ratios and maximize revenues

CRM application for guest care and support with complete customer profiling.

Skill-based Routing of calls according to agent skills.

Outbound Voice Predictive automated dialer system

Market Research & Satisfaction Surveys

Win-Backs and Customer Retention

IVR Services Turn key solution for providing end-to-end IVR E-ticketing transaction facility through integration with PIA Reservation system.

Flight Inquiries (English & Urdu)

Flight Reservations (Voice Recognition)

E-Ticketing - Credit Card (optional)

E-Ticketing via IVR – Sales Centre

E-Ticketing via CRM – Sales Centre

Last Reservation inquiry

Refunds Processing

Cancellations Processing

Special Promotions

Transfer to Customer Service Representative

E-Faxback option

Special promotions

PIA Branch / Cash Offices locations

Sales Centre working hour

Change of class

Mobile Communication

Integrated auto-SMS generation for information related to change in flight schedule, cancellation of flight and Awards miles balance etc.

Provisioning of real-time SMS alerts to customers.

SMS Gateway capability

Integrated Email Management Systems Auto Responders & complete history of past emails to & from customers. On-Line Chat Support Services Provide a chat window from the PIA website for chat support.

On-Line Web ‘Call Me Back’ Provide a functionality on PIA website for call-back service.

Promotions and Marketing & Campaign Management Database Creation, Cleansing and Management

Direct Mail Services

Outbound Call Campaigns

Response Analysis and Reporting

Web Advertising Strategy

Digital Marketing Plan Execution

Customer Behavior Intelligence Efficient use of data models to handle customers effectively

Call Recording Facility

Recording and real time monitoring of calls for performance management & problem resolution.

100% network voice recordings, and screen capture technology

Work Force Management

Forecast the volume of calls (or other interaction types, like emails and chat sessions etc). Workforce management (WFM) software can help Call Center Managers to schedule the optimal number of agents to meet projected needs, taking into account agent breaks, training classes, planned vacations and unplanned sickness

Data Security Hardware & Software based data security i.e encryption etc.

Back-Office Functions Handle Frequent Flyer program back-office functions:

Application/Form Processing

Document Management and Workflow

Data Capture, Verification, Cleansing and Exception

Risk/Fraud Review

Database Updates and Maintenance

Risk/Fraud Review

Operational Procedures & Management Complete management of call center operations:

Resource Recruitment & Retention

Workforce Management

Forecasting of workload and required staff.

Management of working times and accounts.

Analysis and monitoring of the entire process.

Dedicated Training & development of workforce

Technology Infrastructure Management Assets management

Equipment – Hardware

Communication Network

Technical Criteria

Bidder Capabilities for Technical Specifications of Call Center Solution

These are all mandatory requirements, a Negative response would deem the bidder as Technically non responsive unless technical proof is given to justify the response.

Parameters Response Ref Page

PIA Evaluation Team Response

Yes / No (Evidence) Yes / No

a.

Operate PIA owned UAN and International Toll-Free numbers for 24/7 global coverage

b.

Implement System Integration with PIA Reservation System and existing databases

c. Experience in handling complicated call routing strategies

d.

Advanced voice recognition IVR Experience (Interactive Voice Recording) in English and Urdu

e. 100% network voice recordings, and screen capture technology

f.

Custom Web-based Reporting portal for PIA management access

Operations Management

Provide Recruitment processes for hiring and retaining multiple language skills (English, Urdu, local languages, regional languages, international languages)

Provide Detailed Training Program Curriculum for Call Center Customer Support Representatives and Management Skill Development Plan (minimum. 80 hours new hire training plan)

Quality Assurance for Call Center with demonstrated optimization using Six Sigma and other internationally recognized Quality Assurance standards

Provide Automated Performance Management mechanism for Call Center operations

Provide Workforce Management and Scheduling

Custom Reporting

Web-based Management Reports

Project Management skills for rapid requirements implementation

Audit & Compliance

Documented call center outsourcing audit and compliance procedures, with reference audit of current clients.

Information Security

Submission of Information Security Plan must address:

Back-up & Recovery

User activity monitoring, user assigned rights policy

Login security and controls policy

Employee confidentiality and privacy agreements

Restricted access to system functions ( on a need to know, need to do basis ),

Restricted access to information ( on a need to know, need to do basis ),

User/system activity audit,

Dual control over specific transactions,

Encrypted storage of information,

Transaction audit.

Call Center Facility

Facility Physical Security Requirements

Information Classification Policy

RecoveryResilience and

Describe the attributes of the solution that will provide resiliency, preventing downtime during live operations.

Explain fully the operations and procedures that would apply to a situation where system operation switches to standby facilities. Explain also the recovery process to normal operations with the production systems.

Organization StructureCall Center Staff

Bidder should share operational organization chart for dedicated account management.

Each senior management team member should have over 15+ years each experience in global outsourcing sector, across multiple industry verticals.

The Call Centre solution should be scalable, as the number of Customer Service Representatives (CSRs) are expected to grow and they will be segregated in-to following roles :

Current requirement for Call Centre is round the clock operations in three shifts.

Manager’s responsibilities would include:

Staff time management, (70% coaching / Motivating, 20% Admin Tasks and 10% handling difficult calls/situations).

The Manager will also be responsible for daily call Evaluation which would help identify gaps where training and coaching is required for the staff.

1/2 hour Service Level Management

Queue Management

Handling Difficult calls

Shift Schedules, Capacity Planning

Training and Development, Process Flows, System Development, Audit /Compliance

Assistant Manager

Supervisor(Team Leader)

The Customer Service Representatives will be monitored and coached by 2 shift supervisors whose job responsibilities would be to spend 50% of their time on the phone and authorizing transactions, 50% monitoring coaching and training the staff.

Daily Call Evaluation

Transaction processing

1/2 hour Service Level Management

Queue Management

Handling Difficult calls

MIS, Service Indicators

Problem Resolution Officer

Problem Resolution Manager

Customer Service Representative / Agent profile:

Bachelors degree is mandatory

Neutral accent and ability to converse fluently in English and Urdu (regional languages optional)

Age 18 – 26 years

Solution Summary

the proposal should provide a summary of the proposed solution,

explaining how software and hardware components of the

system will function, describing relationships with the Airline’s

existing systems, and covering internal operations and

communication with external devices and networks.

provide a comprehensive diagram illustrating the overall system

architecture for the solution.

Vendors must state how the proposed solution will integrate with

existing and future portfolio of PIA Ticketing and Sales

systems/databases, applications, and provide a detail plan in their

proposal.

IT & Networking Systems

Demonstrate ability to manage 24/7 IT environment, with details of:

24/7 monitoring of Network Operating Centre

Provide a network connectivity diagram, workstation platforms and interfaces with servers, messaging protocols, and access to external interfaces and networks.

Describe how the solution will be compatible with the Airline’s network.

Describe how the proposed system is managed, including:

System resource utilization,

Transaction queuing management,

Performance monitoring and optimisation,

Problem reporting and diagnosis,

Database management,

Software upgrades.

IT Support 24 x 7 x 365

Provide a description of how support procedures will operate,

including severity rating of problems, handling and problem

escalation process, including acknowledgement and fix time

based on severity level.

Capability for managing multiple sites

Incident and Change Management System Specifications

Call Centre Management

The solution must include the entire Call Centre management functions listed below:

Inbound Call Centre Management;

Outbound Call Centre Management;

Blended Call Centre Management;

On-line, real-time MIS for all of the above;

Historical MIS for all of the above.

The Call Centre will support 3 Service Channel types

Voice (telephone )

FAX

Electronic ( E-Mail, Internet, voice/video over IP , and others )

The Call Centre will support 3 CSR types

Inbound

Outbound

Blended (Inbound and outbound)

Call Centre Management will comprise the following activities for all Service Channels Types and all CSR Types

Workflow / workforce Management

Resource Scheduling / management

Campaign Management

Customer Contact Management

Fulfilment Management

Forecasting

Simulation

Tracking

Performance Measurement

Collection of On-line Statistics

Retention of Historical Statistics

The Airline requires an entire solution and all the tools required to support all of the service channels for inbound, outbound and blended Call Centre operations.

CSRs should be able to perform inbound contacts handling, for all requests received through all channels, e.g. voice, paper or electronic.

Specific CSRs will be assigned to perform both outbound call handling, as well as handling inbound requests received through other channels, e.g. paper or electronic.

Workforce Management, Resource Management, Performance Measurement and Tracking will be performed across all the service channels supported by that CSR dealing with inbound requests, and outbound requests.

Blended Call Centre Management will extend beyond CSRs being enabled to handle both inbound and outbound call types.

Outbound contacts will generally cover the following areas:

Telemarketing - preview dialling functionality

Market research

Customer call-backs

Blended capability will allow CSRs to shift between inbound and outbound status and functionality.

The bidder is requested to indicate the development platform and environment used for the proposed system.

The bidder is requested to provide details about the preview dialling system.

Management Information System

MIS will allow for Call Centre management to do the following: Monitor service quality Track schedule exceptions Evaluate CSR , supervisor ( team /group leader ) performance The Wallboard Display Units or WDU’s, will be used as one medium for the display of on-line, real-time Call Centre statistics. The WDU must be able to display integrated statistics collected from the following devices: ACD statistics & queuing statistics; WEB requests statistics Dialer and Campaign Statistics Voice Logging Statistics IVR statistics; Email requests statistics The display Manager must therefore be able to gather statistics collected from the various Call Centre components and display them in an on-line real-time manner. The time interval lapsed between the display of different sets of information must be user-configurable. Screen-based Statistics (SBS’s) includes displaying supervisory information and CSR information. Screen-based on-line statistics are refreshed at specific intervals The solution must allow for the SBS’s to be exported to MS Office programs ,or allow using a report generation tool. Reporting: Email and Call-Statistics are available in one single reporting tool The screen-based application must be able to display statistics collected from the following: ACD & queuing statistics; Voice Logging Statistics IVR statistics; Campaign Statistics The SBS must therefore be able to gather statistics collected from the various Call Centre components and display them in an on-line real-time manner. The Supervisor will configure the display of the WDU’s. The Supervisor will configure and use the SBS applications. The Supervisor will request and use the printed reports. Group and System Reports. Information on each CSR group;

Queued calls per group Calls accepted Calls answered Calls abandoned Calls overflowed Trunk performance Half-hourly reports Calling party details CSR MIS. The proposed solution shall include a software application installed on the CSR’s desktop computer, which will enable the CSR to monitor his/her own performance, and the performance of the group(s) he/she is working in. This application will display in an on-line manner statistics about the CSR’s and the CSR group’s performance, e.g. Number of calls processed by CSR, CSR group and service type Number of sales by CSR and CSR group Revenue generated by CSR and CSR group Queue length of CSR and CSR group Printed Reports. The System is to include a complete List of Standard Reports available from the system. The printed reports must be able to generate integrated reports collating statistics collected from the various devices: ACD statistics & queuing statistics; IVR statistics; Voice Logging Statistics Campaign Statistics Group and System Reports. The system must be able to support the following types of MIS reports: Real-time On demand Scheduled Call Information Event Information Reporting Interval Details reports Summary Reports Shift

Daily / Weekly /Monthly System Administration and Configuration The Call Centre will be managed and configured by a System Administrator. The system will provide a Graphical User Interface (GUI) tool for all configuration and administrative functions. The System Administrator will perform the following functions: Access and change system configuration and database. General maintenance for system diagnostics. Monitor Call Centre servers usage and events. System security – managed from another party/location in the Airline

General administrative functions

All programs in the Administrator Terminal must be accessed by

a user ID and password.

Training will be provided for System Administration and

System Security Management.

Access to all systems/sub systems/menu commands in all Call Centre workstations will be through various security levels to prevent unauthorized personnel from using system options. The offered solution will have an efficient access control with various levels of access. Each level of access shall restrict access to particular, security-defined menus/tools/programs. Passwords should have a configurable minimum and maximum length. System should display a warning message to the user, prior to the expiry date. The warning period should be configurable. User should have the access to change his password. System should keep password history for a configurable period, and should prevent the user from using an old password during this period. New users should be created with a default password. During the first login attempt for a new user, system should force the user to change his password. Security Administrator should be able to reset a user’s password to the default value. System should force the user to change his password at the first login attempt. System should lock the user’s account after a configurable number of fail attempts to login. Security administrator only, should be able to unlock the user’s account.

System should provide a report for password changes The system will maintain an audit trail of accesses and access attempts. The system will maintain an audit trail of all events for each access and session. The event audit trail will contain all details of accessed Menus/Data Files/directories along with date and time The system will maintain the above audit trail for a period of 6 Months, and will have the facility to archive the audit trail. Bidders will state clearly any limitations to their proposal. The Bidder will indicate other security features the system can provide.

Supervisors

The supervisor’s workstation will allow the supervisor to manage and control the operations of ACD groups and CSRs. The supervisor shall have all the features and functions of a CSR The supervisor must have the facility to access the status of all operations of the Call Centre based on the access log-on password and security level. Real-time Display The supervisor must be able to view real-time information of all CSRs assigned to him at any time. The supervisor must be able to view the current status of all CSRs, CSR group/s, and ACD queues and the entire Call Centre. The supervisor/manager workstation software will provide real time information on the following parameters: Number of calls waiting in different queues Service level Average speed of answer Average time to abandon and average queue duration. More than one supervisor will be able to monitor the status screen of a particular CSR, CSR group or complete Call Centre at the same time. When monitoring CSRs, the supervisor can make CSRs, who are in the temporary withdrawal or Wrap-up State, available to take calls. The supervisor should be able to monitor (listen in) a CSR’s conversation for training or administrative purposes. A minimum of three levels of monitoring should be provided: Silent Monitoring – with and without tone indication to the CSR;

Conference Monitoring – a three-way connection between caller, CSR and supervisor/manager. Coach Monitoring – a one-way connection between CSR and supervisor/manager. The CSR monitoring function will allow the supervisor to perform a Silent Monitoring and monitor the CSR performance. While a CSR call is in progress, the supervisor can, at any time, perform Silent Monitoring on this call. The supervisor can select the Silent Monitoring option from an on-screen menu (workstation screen) and selecting the CSR’s name or number from the screen. The system shall have a user-selectable option for recording Silent Monitoring (Supervisor Station number, CSR station number, Time, Date and Duration). The recording of Silent Monitoring must be date and time stamped. The recordings will be logged as a separate file in the system. The supervisor’s telephone set will be provided with a dedicated button to answer CSR requests for assistance/help. CSR Status. The system must be able to provide an indication to each supervisor of the status of each CSR position in the entire Call Centre. The supervisor must be able to view a screen representative of only the active/ringing/Wrap-up/Temporary withdraw/Not signed, etc., CSRs in his/her group or the entire Call Centre. This should be done with a minimum of screen scrolling, enabling the supervisor to view as many active CSRs as possible on a single screen. Announcement and message access. The supervisor shall have the facility to control and change announcements and messages pertinent to his/her group. Supervisors should be able to make new recordings or change recordings directly from his/her telephone set. Facility should allow for the screening of recordings before loading into the live system. The supervisor shall have access to real-time CSR and queue statistics and the ability to run historical / interval reports on demand for Management Information Reporting. The supervisor must have the ability to move a CSR from one

ACD group to another. The supervisor must have the ability to set the size of the queue and the time threshold of each queue in his/her group. The supervisor must have the ability to set the skill-set attributes of each individual CSR. The supervisor must have the ability to assign him/herself as a CSR at any group at any time and can withdraw at any time. The supervisor will have the facility to request a unique user ID to the CSRs in their group. User Ids and passwords will be issued by Systems security Dept.

CSR Workstation Applications

The CSR will be equipped with digital console as well as a workstation (desktop PC). The CSR’s workstation will allow the CSRs to perform Screen Based Telephony (soft phone). Each CSR on the system shall have an individually assigned log-on identification number. The system should keep track of multiple log-on events by the same individual at different terminals. It shall be possible for a CSR to log on to the ACD system using an individually assigned user-ID and password. The system at all times shall start tracking individual CSR activities as soon as the CSR logs in and end tracking as soon as the CSR logs off. Calls shall never be routed or transferred to a CSR who has not logged in. CSRs shall be able to temporarily withdraw from an active position either for getting more information for the customer or for short-break (break, lunch, training etc.). The CSRs will resume normal operation by disabling temporary withdrawal. The system shall at all times keep track of which of the CSRs are available/logged-on and which of the CSRs are temporarily withdrawn. Each CSR shall have the facility to go into Wrap-up State after terminating a call to perform further operation related to that call. CSRs should be able to initiate an outgoing call using either the turret or PC soft phone. CSRs should be able to answer calls when receiving a call from the ACD queue.

The system shall offer manual and auto answering feature to receive calls. This feature shall be user selectable. Manual : Receive calls by pressing a key/button on the CSR turret/console. Automatic : Call connected to CSR automatically after providing an Incoming call tone on the CSR headset. The CSR telephone set must be able to support both headset and handset. There must be volume controls for both. CSRs should be able to transfer calls to other CSRs in the Call Centre ,as well as supervisors, by selecting a name/number on screen ( soft phone ). The system must be able to support the ability for CSRs and supervisors to send one another either pre-programmed or customized messages via the desktop PCs. CSRs shall be able to put a call on hold. CSRs can resume a call that was placed on hold. The CSR telephone must have the facility of muting the transmitter in the event of noise or need to confer with a supervisor or other CSR. A CSR can request supervisor assistance without interrupting a call in progress by signalling to the supervisor using a help key. CSRs must have the ability to establish a 3-party conference call. The conference shall be context sensitive with voice and data seen from all parties. The CSR shall be able to view his/her performance statistics on his / her workstation. The CSR shall be able to view his/her performance against his/her group performance statistics on his/her workstation. This feature shall be able to be controlled (enable/disable) by the supervisor/system administration. Workstation Screens. The proposed system shall support GUI based easy to use development tools to allow customization and updating of workstation screens. The proposed system should support Urdu enabled operating system, as CSRs will require to edit and display Urdu Documents (product information and telemarketing material) . The pop-up screens must incorporate the major airline service areas with minimal shifting between screens and minimal

disruption of call management at a workstation. The pop-up screens must incorporate the following: Customer Profile Customer Search Call Status Add Customer (non-airline) Quotes (Offer) Questions & Objections Call History Notes History Fulfillment Send Literature Call Back Fax back E-mail Call Status Transaction Clock Schedule controlled call back Productivity Monitor Product Information Cross Selling Special Offers

Interactive Voice Response System

(IVR).

The proposed system shall have an open architecture design. Bidders are requested to provide a brief description about this feature. The Bidders are requested to list the IVR brands and models that they can support within their solution The Bidder should provide a detailed description of the proposed system hardware and software. The proposed system architecture shall prove high availability; the Bidder shall describe and quote as an option the redundancy features available. The proposed system shall be easily scalable to handle larger number of calls. The Bidder shall mention the maximum number of lines for the proposed system. The system will support diagnostics programs to detect a fault in system hardware and software. The IVR should be capable of supporting voice recognition

techniques. When a call is routed to the IVR, the system shall prompt the caller with a user-recorded greeting and give an option to select a language ( the system should have Urdu and English bilingual capabilities ). After selecting the language all IVR prompts will be played in the language the caller selected. In case the caller chooses not to use the IVR system for any reason, the call shall be routed to a CSR by:Break out & Time out after a user defined number of seconds. The IVR shall repeat the message again if the caller has not responded to the IVR system prompt. Message repeat time, number of times and action thereafter shall be user programmable. An error message will be played by the IVR system in the case of the caller entering an invalid entry. The system should provide a GUI utility to customize the voice prompts/recording following system parameters to meet CUSTOMER’s operational requirements. The IVR shall have a comprehensive statistics and reporting feature to collect and store call data. The system shall maintain statistics of each step of the call, from the time the call enters the IVR till the time that the call is released from the IVR. Recorded call data shall be date and time stamped. The system shall provide and maintain statistical data related to system performance and call activities such as: Number of calls per port per day Total calls per hour Average Call Duration Number of abandoned calls in IVR “ All Ports Busy ” duration per day and time The system shall monitor, record and report Application availability. The proposed system shall support a report generation tool, to create and design customer specific reports. The system shall have the facility to capture CLI and DNIS. The system shall detect abandoned calls, and shall free the line immediately Fax on Demand

The proposed system shall support fax on demand feature. The proposed system shall be capable of faxing stored files and pre-scanned images. The Bidder is requested to mention if the fax on demand feature built in the IVR system or stand-alone server that can be used by the CSRs. The Bidder shall provide a brief description of the simulation and testing tools supported by the proposed system

Computer Telephony Integration (CTI).

The Bidder shall the following CTI Capabilty: Ethernet LAN/WAN connectivity with TCP/IP protocols Open , non-proprietary architecture - Desktop Integration Standards, Enterprise databases and Operating Systems. Industry standard data communication protocols and operating systems The proposed CTI solution should support Telephony Integration with e-mail, FAX, and Internet. The proposed CTI solution must support the following features: Co-ordinated voice and Data (screen pop-up): Deliver data information at the same time as the voice call: The CTI solution must have the ability to screen pop based on caller entered digit, network information (CLI, DNIS), data passed from IVR, etc. Please state the delay between the delivery of Voice and Data to the Desktop station. Synchronized call transfer, conference, consult: Person to person, IVR to person Add new information before transfer and / or present a different but related screen Including Data / Information during that call input by the CSR . Intelligent call routing based on: Network Information ( CLI , DNIS ). Skills-based routing The CTI software will have a Soft phone providing screen-based telephony (SBT). The SBT will allow setting up telephone calls by selecting the caller from the PC screen. The call progress will be displayed on the screen. Access to telephony functions will be keyboard and/or point-and-click (window, menu, button, etc.) enabled. The Soft phone will have the similar appearance as the

turret/console. The SBT will provide access to every telephony function available in the given telephone system. The SBT will be able to integrate with other products on the Desktop such as : MS Outlook, Lotus notes/ Office Automation. The offered system shall be WEB enabled, based on thin clients and supports e-mail integration. The Bidder will describe the standard features/components employed in the proposed CTI solution that will ensure high reliability of the overall solution. The proposed must support integration with all the Call Centre equipment.

Application Development tools.

The Prposed Vendor shoould have the capability for Application development which shall include following: The Bidder will list the development languages supported. The Bidder is requested to describe the Application Development environment The Bidder must train nominated PIA Staff in Application Development (Design tools, Testing Tools, Debugging Tools) using these tools. The offered CTI solution must incorporate software in order to manage, monitor, diagnose and maintain the system. The Bidder will indicate the type of link and speed between the CTI server and the ACD switch. The Bidder will provide details of the message formats and protocols used by the ACD-CTI link. The Bidder will indicate the following: The maximum number of Call Centre CSR workstations supported by the CTI server.

WEB Integration

The Biider shall have the following capabilities in WEB Integration: This section sets out the requirements for Integration of WEB with Call Centre. The customers must be able to use Internet as a means of communication channel to contact PIA Call Centre, via voice and video. The Bidder’s offered Web integration solution should have the capability for processing and initiating necessary actions through the WEB server for the following options: E-mail E-mail Call Back requests registration

Live chat or Web Chat with text, voice, and live image. Voice over IP. FAX over Internet The Bidder is requested to submit offer for the entire above Web integration modules and functions. Live Chat, Voice over IP, and FAX over Internet should be offered as separate options. The Bidders shall outline the proposed procedure and call flow for handling the above contact choices. The successful Bidder will train PIA nominated staff in all aspects of developing APIs for further development of WEB interaction applications. The Web application running on the CSR desktop must be fully integrated with all other Call Centre components of the offered solution. The offered WEB integration solution must fully integrate with the offered complete Call Centre solution.

Price Schedule

(All annual recurring charges including those costs currently borne by PIA for individual components such as connectivity, hardware, equipment, facilities, should be reflected in the

bidding price)

Acceptable Price Schedule of Call Center Solution

S. No

Description Unit Price

Quantity Total

recurring annually

1 Agent Cost Annual recurring

194

in figure and words both

2 Hardware maintainance cost annual recurring

lump sum

Total

This price should be quoted in the Bid Form

Final Price of Pakistan International Airlines Cal Center Outsourcing

All Quoted Prices as per RFP requirement must be stipulated based on the above Template

Payment Schedule

Acceptable Payment Schedule for Call Services

Response

Yes / No

Recurring Charges

Man Power Payment will be made on monthly basis after realization of services

Hardware Maintenance &

Support

Payment will be made on quarterly basis after realization of services

* All Amounts should be inclusive of all Taxes, Duties, withholding Tax etc.

Delivery

Acceptable Delivery of service schedule Call Center services

Response Ref Page

Yes / No (Evidence)

Service Level Requirements

DELIVERY And Commissioning REQUIREMENTS

Commissioning Time Management of the existing call center will be made operational in the stipulated time frame which must not exceed for more than 2 months.

Operational Time Services will remain operational by 24x7x365 applicable for all links with 99.9% uptime calculated on monthly basis except for scheduled maintenance.

Support 24x7x365 support will be provided to ensure required uptime.

Services Bidder is required to provide an end to end solution till program go-live date and operate thereafter.

Service Level Agreement

Sign SLA for 99.9% uptime calculated on monthly basis.

Inbound Service Level 80/20: Ensure 80% of calls are answered within 20 seconds

Quality Assurance Metric of 90% or more