star union dai-ichi life insurance company limited center activities rfp.pdf · services &...

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Star Union Dai-ichi Life Insurance Company Limited

Request for Proposal (RFP)

For

Call Center Services & Outbound Calling System.

DISCLAIMERS The information contained in this Request for Proposal (RFP) document or information provided subsequently to applicants whether verbally or in documentary form by or on behalf of SUD Life is provided to the applicants on the terms and conditions set out in this RFP document and all other terms and conditions subject to which such information is provided. This RFP is neither an agreement nor an offer and is only on invitation by SUD life to the interested parties for submission of proposal. The purpose of this RFP is to provide the applicants with information to assist the formulation of their proposals. This RFP does not claim to contain all the information each applicant may require. Each applicant should conduct its own investigations and analysis and should check the accuracy, reliability and completeness of the information in this RFP and where necessary obtain independent advice. SUD Life makes no representation or warranty & shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. SUD Life may in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP. SUD Life reserves the right to accept or reject any RFP without assigning any reasons whatsoever.

Issue Date :-18/06/2018

Last Date of Submission of Proposal: -27/06/2018

Tender Sr. No. :- SUDLIFE/CPD/TD/18-19/007

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1. INTRODUCTION

1.1 About Star Union Dai-ichi Life Insurance Company Ltd. (SUD Life) is a joint venture between Bank of India & Union Bank of India, India’s leading public sector banks and The Dai-ichi Life Insurance Company, Japan one of the top ten world leaders in insurance which has been incorporated with the primary objective of carrying out life insurance business in India. Star Union Dai-ichi Life Insurance Co. Ltd. (SUD Life), with the strength of the domestic partners in the Indian Financial Sector coupled with the Dai-ichi Life’s strong domain expertise is a strong player in the Indian Life Insurance market.

1.2 Purpose The purpose of this RFP is to inform potential Bidders of a business opportunity and to solicit proposals for Call Center

Services & Outbound Calling System (Dialer) as currently contemplated by SUD LIFE. Based upon the review and

evaluation of proposals offered in response to this RFP, SUD LIFE may at its sole discretion negotiate and enter into

contracts with one or more successful Bidders. Notwithstanding any other provision herein, Bidder participation in this

process is voluntary and at Bidder's sole discretion. Price will be a consideration but will not be the sole factor in SUD LIFEs

decision to award a contractual relationship. The products, volumes and historical numbers that are provided from SUD

LIFE during this process are to be used and interpreted solely as a guide and are intended to provide guidance to SUD

LIFE's future or projected requirements but are not a guarantee, contract or commitment to any current or future volume

or orders. No volume commitment should be inferred from this process or from any of the documentation provided by

SUD LIFE. SUD LIFE reserves the right to accept or reject any or all bids from a specific or multiple Bidders for any reason

at any time. SUD LIFE also reserves the right at its sole discretion to select or reject any or all Bidder(s) in this process and

will not be responsible for any direct or indirect costs incurred by the Bidders in this process.

2. Bid Submission The Bid (attached formats) duly sealed and super scribed “Bid for Call Center Services & Outbound Calling System (Dialer)” should be addressed to Executive Vice President (Finance) Star Union Dai-ichi Life Insurance Company Limited

Central Procurement,

16th Floor, Raghuleela Arcade,

IT Park, Sector 30A,

Opp. Vashi Railway Station, Vashi,

Navi Mumbai – 400 703.

Please note that the Technical and Commercial bid must be put in separate sealed envelopes duly marked as Technical Bid and Commercial Bid respectively. Such bids should only be deposited in the respective drop boxes made available at the above mentioned address. Handing over of sealed envelopes to any individual is strictly restricted & such bids will be

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treated as null & void. The Company is not responsible for non-receipt of Bids by the specified date and time due to any reason including holidays. All questions / clarifications, if any, regarding this tender should be communicated only via

email at [email protected]

Last date for receipt of any query is 24/06/2018. Consolidated queries / clarifications received will be posted on the company’s website. Bids received after the stipulated date/ time or incomplete in any respect are liable to be rejected.

3. Acknowledgement

Please acknowledge receipt of this document by responding via email to [email protected]. Please include the

contact information for the person who will be directly responsible for completing the RFP.

4. RFP Schedule

We are listing below the various deadlines to be met to ensuring participation

1 Last date for Submission of Process compliance & Techno commercial

Compliance statements (Annexure B & C) 27/06/2018

2 Last date for Submission of Quotes (Annexure D) 27/06/2018

5. Requirement Overview

5.a. Buyer Profile

Star Union Dai-ichi Life Insurance Company Ltd. (SUD LIFE) is a joint venture

between Bank of India & Union Bank of India, India’s leading public sector banks

and The Dai-ichi Life Insurance Company, Japan one of the top ten world leaders

in insurance which has been incorporated with the primary objective of carrying

out life insurance business in India.

5.b. Services up for Quote Call Center Services & Outbound Calling System

5.c. Scope of Services

The service provider must clearly understand and conform to the following

deliverables for the service of:

Detailed scope mentioned in ‘Annexure A’

5.d.Operating Days & Hours NA

mailto:[email protected]

mailto:[email protected]

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5.e. Selection Process of

vendors

You need to sign and send your Process Compliance and Techno-Commercial statement in response to this RFP (Annexure B & C) including RFP document.

You need to submit the quote as per the format mentioned in Annexure D

Star Union Dai-ichi will evaluate the final quotes of all the vendors & will decide on awarding business based on the Comprehensive value proposition of each service provider.

5.f. Award Decision

Supplier must submit the quote by the due date in order to be considered for the contract.

Star Union Dai-ichi will decide which vendor will be examined for awards. It is important to note that the lowest price supplier does not automatically win the business.

Star Union Dai-ichi reserves the right to split the business amongst vendors depending on the prices achieved through this process.

The contract will be awarded basis the internal criteria set by Star Union Dai-ichi which comprise Technical Evaluation, Commercial Evaluation & any other factors.

The supplier selected for award of the contract, on refusal to accept the contract would be debarred from further dealings with Star Union Dai-ichi. In the event of you being selected by Star Union Dai-ichi and your subsequent default on your quote, you will be required to pay Star Union Dai-ichi an amount equal to the final quote and the next lowest quote on total quantum of purchase (indemnity clause).

5.g. Service & Penalty To be mutually discussed during before finalizing the rate contract.

5.h. Payment Term 30 days from the submission of invoice

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RELATED PARTY TRANSACTION DECLARATION FORM (BY SERVICE PROVIDER)

Service Provider Name: Registered Address: Details of Proposed contract to be entered into: Are you a related party or group entity of SUD Life Insurance Co (herein referred to as ‘the Company’) or any Insurance Intermediary registered with IRDAI (Insurance Regulatory Development Authority of India)?

□ Yes □ No Declaration by the Service Provider I/ We hereby confirm that the involvement of any of the above mentioned persons with the Company or with any of its employees/directors will not in any manner unduly benefit us or the employee(s) of the Company and further confirm that no benefit/advantage have been exchanged between the Service Provider and the employees/directors of the Company in respect of the proposed transaction. I/ We further confirm that the terms and conditions of the proposed contract will be at market rate and on an arm's length basis I/ we further confirm that in case if we become group entity/ related of the Company or any insurance intermediary registered with IRDAI (Insurance Regulatory Development Authority of India), then we shall inform the Company regarding the same within 7 days from date such arrangements. Name: Signature: Seal of the Service Provider Date: (Authorized Representative)

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6. Terms of the RFP 6.1 Hold Harmless

In submitting a proposal, Bidder understands that SUD LIFE will determine at its sole discretion which proposal, if any, is

accepted. Bidder waives any right to claim damages of any nature whatsoever based on the selection process, final

selection, and any communications associated with the selection. SUD LIFE reserves the right to award the Contract to the

Bidder(s) whose proposal is deemed to be the most advantageous in meeting the specifications of the RFP.

6.2 Confidentiality Provision The terms of this RFP, the information provided by SUD LIFE herein and all other information provided by Bidder in

connection with the services to be provided by the Bidder pursuant to this RFP, are to be treated by Bidder as strictly

confidential and proprietary. Such materials are to be used solely for the purpose of responding to this request. Access

shall not be granted to third parties except upon prior consent of SUD LIFE and upon the written agreement of the

intended recipient to treat the same as confidential. SUD LIFE may request at any time that any of SUD LIFE's material be

returned or destroyed. Should Bidder choose not to respond to this RFP, please return all materials and any duplicates

thereof.

6.3 Sub-Contracting The services offered to be undertaken in response to this RFP shall be undertaken to be provided by the Bidder directly

employing their employees, and there shall not be any sub- contracting done by the Bidder.

6.4 Acceptance of Proposals SUD LIFE reserves the right to modify the terms of the RFP at any time at its sole discretion. Subsequent to the submission

of proposals, interviews and negotiations may be conducted with one or more Bidders, but there will be no obligation to

receive further information, whether written or oral, from any Bidder or to disclose the nature of any proposal received.

This RFP should not be construed as an agreement to purchase products or services. SUD LIFE is not bound to accept the

lowest price or any proposal of those submitted. Proposals will be assessed in accordance with the evaluation criteria.

6.5 Liability for Errors While SUD LIFE has used considerable efforts to ensure an accurate representation of information in this RFP as per its

current understanding of the requirements under the various activities in the scope of work, the information contained in

this RFP is supplied as a guideline for Bidders. The information is not guaranteed or warranted accurate by SUD LIFE, nor

is it necessarily comprehensive or exhaustive. Nothing in this RFP is intended to relieve Bidders from forming their own

opinions and conclusions with respect to the matters addressed in this RFP. In the event SUD LIFE finds that the objectives

of the intended activities is better achieved by processes/procedures other than those mentioned in this document, SUD

LIFE shall have the right irrespective of the fact whether it has already received proposals from intending bidders or not,

to effect such changes and enter into negotiations with one or more Bidders at its sole discretion for such

changed/modified processes.

6.6 Acceptance of Terms All the terms and conditions of this RFP shall be deemed to be accepted by the Bidder and incorporated in its proposal unless specifically notified otherwise.

6.7 Order Cancellation

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Star Union Dai-ichi reserves the right to cancel the order in the event of the vendor failing to deliver services as specified by Star Union Dai-ichi as per the Service Level Agreements. Star Union Dai-ichi reserves full right and authority to cancel such order and will also be entitled to claim liquidated damages for the same in addition to and without prejudice to all other rights and remedies that may be available to Star Union Dai-ichi. In case of serious discrepancy in services provided, Star Union Dai-ichi may cancel the entire purchase order.

6.8 Force Majeure The order is subject to Force Majeure on either the buyer or the supplier end. Any disputes arising out of or under this order shall be subject to the jurisdiction of the courts in Mumbai only. Any event due to any cause beyond the reasonable control of a Party, including, without limitation, unavailability of any communication system, breach or virus in the internet, sabotage, fire, flood, explosion, acts of God, civil commotion, strikes or industrial action of any kind, riots, insurrection, war, acts of government, computer hacking, unauthorized access to computer data and storage devise, computer crashes, breach of security and encryption, etc.

6.9 Inspection and Audit The vendor should allow Star Union Dai-ichi, its management, auditors, regulators and /or agents the opportunity of inspecting, examining, auditing and /or taking copies of the vendors operations and business recourse which are relevant to this Agreement and/ or for carrying out the activities as /or financial arrangements/ agreements set forth in this Agreement. Star Union Dai-ichi will have the right to do a Security Audit of the vendor’s IT infrastructure. The vendor should make necessary changes / upgrades to the IT systems as may be necessary or as required by Star Union Dai-ichi from time to time to ensure data safety.

6.10 Use of Contract Documents and Information The Service Provider shall not, without SUD Life’s prior written consent, disclose the Contract, or any provision thereof, or

any specification, plan, drawing, pattern, sample or information furnished by or on behalf of SUD Life in connection therewith, to any person other than a person employed by the Service Provider in the performance of the Contract. Disclosure to any such employed person shall be made in confidence and shall extend only as far as may be necessary for purposes of such performance.

The Service Provider shall not, without SUD Life prior written consent, make use of any document or information enumerated in this document except for purposes of performing the Contract.

Any document, other than the Contract itself, shall remain the property of SUD Life and shall be returned (in all copies) to SUD Life on completion of the Service Provider’s performance under the Contract, if so required by SUD Life.

6.11 Continuity of business SUD Life requires a vendor to present a plan that specifically addresses through what type of resources, how long and what load capacity will be available to ensure continued service in the event of a disaster. Participant/s shall provide details of the Disaster Recovery & Business Continuity Plan (BCP).

6.12 Disposition of responses

All materials submitted in response to this RFP shall become the property of SUD Life. 6.13 Termination

SUD Life can terminate the agreement without assigning any reasons by giving three months’ notice and is not liable to pay any penalty to the service provider on termination for any reasons.

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ANNEXURE – A

Requirements & Details

Pre-Qualification Criteria/ Eligibility Criteria:

Sr. No. Particulars Details

1 Name of the Company

2 Date & Year of Establishment

3 Registered Office Address

4 Corporate Office Address

5 Name of Primary Contact Person

6 Designation of Primary Contact Person

7 Contact Details of Primary Contact Person

Landline:

Mobile:

Email:

8 State the nature of Company Ownership (Public Limited / Private Limited/Proprietorship etc)

9 State whether the company is listed on any of the approved stock exchanges in India? If Yes, Please provide year of listing and Name of Stock Exchange

10 State the ownership pattern

11 Brief summary of Company's performance in the marketplace Attach separate sheet

12 Total number of Offices/Facilities with their complete addresses and seat strength with details of regional language support available at each location

Attach separate sheet

13 Service Recognition or Quality Awards in last 3 FY Attach separate sheet along with photocopies of the awards/certificates as applicable

14 Annual Turnover of the company

FY 2017 - 18 : _________Rs. Crores

FY 2016 - 17 : _________Rs. Crores

FY 2015 - 16 : _________ Rs. Crores

15

Operational Profits/Loss (in case of Loss please prefix "-" to the amount.

FY 2017 - 18 : _________Rs. Crores

(Please submit copies of Audited Balance Sheets duly signed by Authorized Representative)

FY 2016 - 17 : _________Rs. Crores

FY 2015 - 16 : _________Rs. Crores

16 Brief information on your expansion plans Attach separate sheet

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17

List of existing/past clients where similar services are provided. (Details of top 2 clients only in terms of seats or revenue. Please mention the contract period MMYYYY to MM-YYYY) please mentioned number of Inbound process & Outbound process along with calls handled per month.

Attached separate sheet.

18

List of existing/past clients from BFSI Segment where similar services are provided. (Please mention the contract period MMYYYY to MM-YYYY also along with average voice and non- voice processes handling volume per month)

Attached separate sheet

19

Please provide at least 2 references from the existing clients which we might contact.

Attached separate sheet (Please provide Company Name, Name of reference, designation and contact details)

20 Details of pending litigations/proceedings against your company, if any

Attached separate sheet

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Vendor Evaluation Criteria:

Sr. No.

Particulars Details

1

Please provide ratios/details

1.1 - Manager to Team Leader

1.2 – Team Leader to Call Center Executive

1.3 - Quality Assurance to Call Center Executive

1.4 - Trainer to Call Center Executive

1.5 - Subject Matter Expert to Call Center Executive

1.6 - Attrition rate % per annum

2 On roll Employee strength as on 31 March 2018 with their vintage. (across all functions)

Less than 6 months

6-12 months

1-2 years

2-3 years

3-5 years

More than 5 years

3 Percentage of on-roll employees who are in Customer Service:_________ %

4 Number of seats for recording / quality monitoring in place?

5 Please describe your approach to call recordings Attach separate sheet

6 Please describe your approach to call quality monitoring process Attach separate sheet

7 Provide details of training infrastructure and facilities in place along with nature and frequency of training program with post training assessment methodology and training Need Identification process in place


8 Provide details of requirement compliance at DR sites and redundancy plans


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Scope of work.

Important Notes.

1. Manage state of the art multi-lingual inbound contact centre & outbound calling activities like Cross-selling &

Deep lapse revival calling for SUD Life. In Mumbai/Navi Mumbai or any other Tier2 cities.

2. Servicing Partner capable of delivering the services from other cost effective locations may clearly state their

capability and locational advantages.

3. Key Languages for inbound expected are English, Hindi & Marathi. For outbound, English, Hindi, Marathi,

Gujarati, Tamil, Telugu, Kannada, Malayalam, Oriya, Bengali & Assamese. The languages are however not

limited to the ones mentioned. Servicing Partner should be capable of adding language capabilities as per SUD

Life needs. These skill sets will be required for both inbound and outbound.

4. Managing Inbound calling from SUD Life Insurance customers between 08.00 AM to 08.00 PM 6 Days a week.

Outbound calling from SUD Life Insurance customers between 09.30 AM to 06.30 PM * 6 Days a week. The

working hours may be increased in future depending upon the business needs and experience of SUD Life.

5. Develop Outbound calling system (Dialer) for Outbound calling activities at Call Center & at SUD Life Branches.

6. The empaneled Servicing Partner will have to recruit the Call Center Executives for SUD Life process who satisfy

eligibility conditions prescribed by SUD Life. The eligibility conditions are-

a. Must have attained at least 20 years of age

b. For Inbound Graduates a must, preferred if has call center experience/at least 6 months experience in BFSI.

Fresher’s & experience ratio to be 50:50.

c. For Outbound 50-50 ratio for Graduates (Fresh/Experience) & 10 + 2 with at least 06 months call center

experience. 10+2 candidates without call center experience should not be considered.

d. Proficient in verbal and written communication in English, Hindi and at least one regional language. For

Inbound above Versant 3 will be considered & for Outbound Versant 3 will be considered.

e. Basic Computer and Reading Skills

f. No mother tongue influence

g. Customer Centric & should have sense of ownership h. Smart and energetic

7. The empaneled Servicing Partner will have to submit following information for each Call Center Executive proposed to handle SUD processes

1. Result of the background check of the candidate 2. Educational qualifications

3. Experience

8. Call Center Executive selection process should also have final client round 9. Each Call Center Executive will be required to score minimum 85% in the test to be conducted by SUD Life for

assessing the product knowledge gained during the training. The Call Center Executive will not be allowed to

handle the voice process unless he/she clears the test. Not more than 02 (Two) attempts will be allowed to the Call Center Executive to clear the Test. Additionally the shortlisted candidates post training will undergo a Final

certification by SUD Life on fitness for deployment on the production floor(Final Certification). Not more than 02 (Two) attempts will be allowed. Only Certified agent will be allowed to take calls & their logins hours would be

billed. Training hours will not be billable. Only system login hours will be considered for billing.

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10. Empaneled Servicing Partner will have to adhere to the process and service quality parameters laid down by SUD

Life. These parameters will be covered in the SLA. The Servicing Partner should make known the action points in place to improve quarter on quarter performance and the sustainability practices adopted. The Servicing Partner

will deploy improvement projects in order to bring in a continuous improvement culture and enhance the

service experience across all channels managed for SUD life.

11. The initial training will be provided to the empaneled Servicing Partner’s trainers at the time of set up by SUD

Life. SUD Life will station one officer for the initial batch to supervise the training process. Thereafter the training team of the empaneled Servicing Partner should take over the training for future batches. Dedicated

trainer preferred for all SUD Life processes

12. The Servicing Partner to showcase the training and capability and deployment of training tools for such

processes. Specific interventions to be undertaken on retraining and ongoing trainings through a planned

training calendar defining the frequency of such trainings for the processes. This encompasses the training infrastructure to run ongoing training programs and also the skill set and resource relevance for handling such

processes that SUD will run from time to time.

13. Training Need Analysis to be shared monthly with SUD Life and training to be customized to reflect SUD Life’s

Vision-Mission-Values, business and processes

14. All costs associated with hiring & training of new incumbents will be borne by the empaneled Servicing Partner

and shall not form a part of the billing to SUD Life.

15. At least two officials of the SUD Life shall be permanently posted at the empaneled Servicing Partner’s facility,

post roll out of the process, at each location. The Servicing Partner will have to provide work station without any additional cost. Any additional requirement for SUD Life officer to be based out of the premises of the Servicing

Partner shall be arranged at a bare cost of infra model and not on a seat based costing.

16. Overall seat requirement is 45 seats. However actual utilization and arrangement of seats at different locations

and based on the processes that the service Servicing Partner shall be shortlisted for shall be as per SUD Life

business needs from time to time. SUD life reserves the right to deploy relevant seats count based on

requirements with one or multiple Servicing Partner based on capability and other service delivery aspects

through one or multiple locations. Seat requirement should be mentioned basis the projected volumes covering in the technical proposal.

a) Inbound – 15 Seats

b) Outbound- Cross-sell (10 seats),

c) Outbound Deep Lapse (20 seats), Servicing Partner should have adequate, trained and skilled manpower in

the areas of Insurance handling all the key processes with requisite competencies

d) Each FTE to deliver 190 hours TOS (Time on System) per month.

08 hours X 25 workings days= 200 hours - 5% (Training/Quality Shrinkage) of 200 hours = Total Actual TOS per

month per FTE i.e.190 hours.

Servicing Partner is expected to submit this commercial proposal strictly as per the elaborated RFP response process

guidelines, along with the other information and documents sought through the said RFP.

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A. Scope of Work for Inbound process:

Inbound call center will be operational 06 days a week with Sunday as a holiday, 09 hrs. Working shift for each Full Time

Employee (FTE) .8 am to 8 pm being the operational hours.

Basic IVR customization and integration with CRM to be undertaken as a part of the migration process.

All components thereof and any subsequent alterations will be included in the FTE costing.

The Call Centre will receive only inbound calls. Initially there will not be any provision of outbound calls. However based

on optimum utilization of agents we can explore outbound calling at a later stage (resolution calling process, miss-call

facility etc.)

1. Inbound Call Centre will be required to register Queries, Request & Complaints as per the format and process provided by SUD Life

2. Inbound Call Centre should offer services broadly in the following three categories: a. Effective query response services b. Basic SUD Life services and transactions c. Service requests and complaints

3. In case any Customer query could not be attended at Level 2 escalation (Team Leader) will be escalated to Level 3 (SUD Life’s designated Office/Phone number)

4. Procuring of necessary Primary Rate Interface (PRI) lines for inbound calls, in the name of SUD Life will be the responsibility of the Servicing Partner. Servicing Partner has to ensure the Uptime of these Primary Rate Interface lines with the Telecom Servicing Partner (TSP). Payment and Maintenance of the Primary Rate Interface lines shall be the responsibility of the Servicing Partner. However, reimbursement of the cost incurred for procuring PRI lines and for the periodic bills of said PRI lines will be done by SUD Life on submission of Invoice along with the necessary documents.

5. The call center CRM should have features to tag customer Query/Request/Complaint & forward it to backend team for further processing. It should have end to end tracking of each interaction tagged in call center. SMS option to be built in to trigger customized SMS like Branch Address, C-Sat Response etc.

B. Scope of Work for Outbound: Outbound center will be operational on 06 days a week unless specified. Outbound calling to include Cross selling, deep

lapse calling and any other ad-hoc campaigns that SUD Life will initiate from time to time. (9.30 am to 6.30 pm being the

operational hours)

Specific capabilities of the service Servicing Partner will be evaluated with focus on the renewal and retention calling

activity to be as below:

1. Renewal calling process (Deep Lapse).

a) The scope of services encompasses Renewal Premium Management for the company. The calling purpose is to get

maximum premium collection on our Deep lapse data base.

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b) The Company will provide a data base of lapse policies to Servicing Partner for revival & reinstatement,

c) Servicing Partner will use its existing set up of call center to follow up with the customers for the payment of

premiums.

d) This will cover the due diligence of customer advisory activity to be undertaken by staff over the call on customer

benefits related with making the renewal premium payment s and revival of policies

e) Attempt to reach the customer through alternate contacts

f) Servicing Partner will retain the customer for renewal premium and inform the payment options on call

g) Servicing Partner will provide the necessary MIS as agreed with SUD Life from time to time.

h) The services of Servicing Partner have been hired to make specific calls to the database of existing customers of Star

Union Dai-ichi Life Insurance Company Limited and no marketing calls will be made by Servicing Partner.

i) In this process, monthly dump will be shared at start of the month. The data content is the customer details that are

required to establish contact with the customer for an appointment. Data will be shared thru SUD Life SFTP

j) Servicing Partner should have calling team would have a skill set of Hindi / English & other regional languages.

k) All calls made from call centre should be thru recorded lines and meet regulatory requirements related with

transitional service calls.

l) If the customer refuses to pay / does not provide payment details, the same will be updated to the Customer as

“Not Interested’ / “Negative” – could arrive at a term that is mutual.

m) Specific product related information to be shared with customer, he has to retain customer and discuss the benefits

of policy if needed for queries.

n) SUD Life will share all payment received details & those polices need to be tagged as payment received & no further

attempt to be made.

o) Company will share daily update on premiums adjusted against the assigned base through SFTP. The same to be removed from dialer and remaining policies to be called further.

p) Upon phone calls with the customers, Servicing Partner has to collect the additional contact number and email ID.

This data has to be shared with all MIS provided to SUD Life as per the format agreed between both the parties.

q) Servicing Partner needs to develop a CRM for outbound calling which will best suit the process requirement. Cost of

development & maintenance can be mutually agreed upon.

r) Follow up call to be triggered by CRM/Dialer on date of call back selected by agents during the conversation.

s) SMS and E-mail integration at a later stage by Servicing Partner to be supplemented which will help increase in

connectivity.

t) The Servicing Partner to deploy relevant mechanism to ensure the DND scrubbing is done on the database prior to

the calling. Customer initiated DND list (On SUD Life Website) will be shared monthly by SUD Life team.

u) Additionally, SUD life will provide a list of numbers that might have to be classified as not to be contacted. Servicing

Partner will ensure that the data is massaged with this list too prior to initiating the callings on both renewals and

any service related areas.

2. Scope of Services for Cross- Selling Campaign SUD Life conduct several sales campaigns for promotion of new / existing products from time to time. SUD Life runs marketing campaigns for enhancing brand equity and product awareness among target audience. The contact centre will be required to assist SUD Life in its endeavours by making outbound calls to its existing customers. Purpose of this appointment generation process is to execute Service to Sales Concept.

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2.1. All SUD Life existing customers to be out called & pitch a service to appointment concept. It will be more of an

appointment fixing call rather than a Lead generation call. 2.2. The calls will be attempted only during 9:30 am to 6:30 pm from Monday to Saturday. We are looking at

minimum 6 attempts for each policy. 2.3. CRM development should be in place to meet the process requirement. Manual SMS Trigger option should be

available in CRM to attempt all non-connect cases. 2.4. All appointment generated should be manually assigned/auto routed to concerned SUD Life officers. 2.5. SLA’s for cross –selling should be mutually agreed upon by Service Provider and SUD Life Team.

C. Scope of Services for Outbound Calling System (Dialer)

Servicing Partner will be responsible for delivering implementation services (consulting, specification, installation,

configuration, integration, testing and managing the project) for the required solution.

Presently SUD Life has 46 call center executives at 05 locations, the proposed solution should have the provision to

facilitate the integration/expansion to any other location as and when required.

The outbound calling system (Dialer) can used for outbound call center to be extended to SUD Life employee based in

the zonal branches. Servicing Partner shall provide SUD Life with the functional deliverables mentioned in the RFP.

Servicing Partner shall implement the campaigns for calling processes of SUD Life. Servicing Partner shall be responsible

for the installation, configuration and integration of the complete Outbound System which would include, but not

limited to, the following:

a) Campaign creation:

• Options for creating LOB wise campaigns eg Hindi speaking, English speaking etc.

• Primary and language wise call table option for each LOB

b) Uploading call table:

• Option to upload call table in Excel format

• Edit option for setting pacing & manual churning based on dialer disposition

c) Dialing modes:

• Predictive mode

• Preview mode

• Dialing switch mode option between predictive and preview

• Option for associate to call on alternate contact number under the Preview mode

• Option for calling on alternate contact number if primary contact number not contactable under the Predictive mode

• Self-call back options if required, Auto call back if Promise To Pay option gets expired.

d) Associate view screen:

• Customer basic details should be visible to associate such as Customer Name, Contact number, Alternate contact

number , Account type, Account activation date, Premium Amount Due,

• Dispositions for capturing customer interactions

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e) RTA:

• Call queue monitoring

• Call table monitoring

• Required telephony system components such as gateways, trunk cards as required

• Base outbound systems & software

• Call recording

• CRM Integration (if possible)

• Supervisor software

• Agent client applications

• Connecting the solution to the public telephone network and/or the PBX system.

• Setting up campaigns including calling record format, records upload, Operating strategies, dispositions, DNC, priority

flagging of callers etc. (Facility should be available to upload DNC list and capability to integrate with TRAI)

• Automated agent-less campaigns to play audio messages on outbound calls.

Other Important Processes. 1. TRANSITION MANAGEMENT The Inbound Contact Center is expected to be operational for Soft launch by 13th July 2018 & then phase wise for Deep lapse & Cross Sell process.

The current contact center uses Aspect phones and technology (Inbound & Outbound) whereas the empaneled Servicing

Partner will be required to work on similar compatible technology

The Servicing Partner are required to submit a write up giving details of

A. Transition time required

B. Methodology of transition

C. Cost of transition, if any

Experience and qualifications of the people handling the transit including professional training and experience

Dedicated Project Manager- for all SUD processes.

Resource requirement (dedicated or non-dedicated) for SUDLIFE.

(Dedicated TL to agent ratio to be provided for the process, preferred ratio at 1:15)

(Dedicated Support staff ratio on training and quality to be provided for all the process, preferred ratio for QA at 1:15)

(Any other non-dedicated staff involved in SUD process to be available as a backup only)

Include case studies for transitions conducted for voice and email related projects. Please attach a detailed project plan

along with dates and timelines of the activities

Identification of two migrations handled by the Servicing Partner recently with details like Number of contact centers,

number of Call Center Executives recorded, number of supervisors using the system, length of deployment project etc.

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Details of project management put in place to ensure the implementation was conducted on time to meet the clients

live dates.

Critical activities and personnel assignments within the associated project management process

Most challenging technical and management issues faced and what was done in the project life cycle to minimize risk in

these areas.

Contact name for the above projects mentioned.

SIP phone (make and other such details) availability at the contact center along with number of SIP phones, Call Center

Executives trained to use SIP phones etc.

2. KNOWLEDGE AND PERFORMANCE MANAGEMENT

SUD Life will disseminate all information relevant to manage the stated processes to the empaneled Servicing Partner.

Communication of all process changes, new initiatives etc. would also be timely disseminated. The empaneled partner

will keep SUD Life informed of any information unknown that comes by way of customer interaction.

The Servicing Partner will ensure deployment of a knowledge management tool that captures all the relevant

information on the service scenarios being catered to by the center by way of call handling, transaction processing, etc.

The Knowledge tool shall serve as a reference guide for the floor agents and TLs to handle the servicing through any of

the above means. The update of the content on the knowledge portal will be signed off by SUD Life and its

representatives prior to addition.

The process of addition needs to be seamless to avoid delays and should be available at the floor end for updating of any

information. The tool will be user friendly and on a platform that ensures that it does not impact the performance of the

overall system being used and or the other applications of SUD Life deployed for the process.

This tool shall be a proprietary of SUD Life and the partner to ensure that complete coding and content logic of the tool

is provided to SUD in the event of a termination of agreement with the partner, or migration out of the partner’s place.

If there are any costing involved for Knowledge Bank development & maintenance, then the service partner needs to

specify it clearly in the RFP.

Formal monthly performance reviews would be scheduled between the Servicing Partner and SUD Life. The Servicing

Partner would be required to present the performance of previous month with detailed root cause analysis and

suggested action plans for improvement. All such actions undertaken must be clearly tracked and closed to ensure that

these go into the improvement of the quality of services being managed by the partner.

Besides SUD Life will request for weekly/daily reviews with the various stakeholders in operations at the partner end on

an ongoing basis on all key performance metrics. The operations unit at the partner end to provide information and

support on all such requests without delays.

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3. SERVICE LEVEL AGREEMENT

In line with SUD Life’s Outsourcing Policy, quality matrix and accuracy measures will be defined and shared with the

empaneled Servicing Partner. Given that there are multiple transaction activities, the service level definition will be

arrived at for each such activity.

Please note – SLA’s will have to be mutually agreed & closed in the Beta phase (Initial 3 months of Go live) and will be

applicable from 4th Month onwards.

Indicative list of the critical service levels for Inbound expected to be adhered to by the empaneled Servicing Partner are

Call Quality Call Accuracy First Call Resolution- FCR Collections Revenue Generations.

Indicative SLA for Inbound process

Functions SLA Achievement

Call Volumes Projected peaks up to 750-800 calls per day (Indicative); current volumes at 330-400 per day

AHT 360 seconds (06 minutes)

Time On System 08 hours X 25 workings days= 200 hours, 5% of 200 hours -Training/Quality Shrinkage, 190 hours. Time On System per month per FTE.

Operating window 8 am to 8 pm (Monday to Saturday) for Inbound process. 9.30 am to 6.30 pm (Monday to Saturday) for Outbound process.

Abandoned Rate <=5%

Service Level 80% of the calls should be answered within 20 seconds

Fatal Error Not exceeding 2% of the transactions evaluated (Accuracy to be maintained at 98%)

Abandons < 10 seconds To not be considered in abandoned %

Call Quality To be within the parameters agreed upon preferred if Quality targets considered above 85%

FCR (First Call Resolution) 75%

Rewards & Penalty Rewards & Penalties shall be mutually decided during the beta stage (initial 3 months of go live), however the capping will not be more than agreed % of the total billing.

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Indicative SLAs for Deep Lapse Renewal calling

SLA (based upon

results)

Description Metrics

Renewal collection

achieved

Measures Servicing Partner

performance in terms of % of

collections target met.

13% of the total data base assigned. We can

mutually agree on MTD & YTD numbers.

Call Attempts Agent attempts on each data point

on workable non connect (Ringing,

Busy, Call back, switched off)

100% attempt

Updating contact

details of contactable

customers

Measures Servicing Partner

discipline in verifying/updating

contact details of contactable

customers

30%

Quality Parameters Measures Call Quality for

Renewal Calling

Quality Scores should be >85%

Variance – <5%

Sample Data Accuracy – >99%

*Rewards & Penalties shall be mutually decided with the short listed Servicing Partner at the later stage, however the

capping will not be more than defined % as agreed between both parties.

Indicative SLA’s for Cross-selling.

Functions SLA Achievement

Connectivity % Mutually Agreed upon

Appointment % Mutually Agreed upon

Appointments per Agent/Per day Mutually Agreed upon

Appointment Verification % 100%

Quality Parameters Call Quality to be at 85% & Fatal Accuracy at 98%

Appointment Quality (Low Intention Lead) Not more than 5%

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SLA for any of SUD life processes can be revised at the sole discretion of SUD life. This will however be mutually agreed

upon to factor any change in the resource/scaling requirements to adhere to such revised SLA within a year. SUD life will

provide sufficient time and support to the Servicing Partner to meet such revised SLAs.

4. REPORTS

The Empaneled Servicing Partner will be required to submit periodic reports/dashboards to SUD Life as per SUD Life

requirements. Indicative list of such reports is

Daily Summary Report (includes login count, login timings, number of calls etc.) Daily Dispositions Report Fatal error reports Abandon reports. (Short abandon and abandon on IVR, CSR level)

For the renewal collections reports to indicate Policy Level Feedback Report, Tele-caller Productivity MIS & Conversion

Report

These reports will be required for daily/weekly/monthly reviews undertaken as a part of the overall engagement.

Adhoc reports as required by SUD Life to be provided on need basis without any cost. The provider should be able to

integrate and offer relevant reports indicating service experience/productivity/TAT adherence etc. Such integrations to

be done on a mutually agreed basis.

Access to such reports to be enabled either in SUD office/ or at location for SUD life processes.

5. SCALABILITY

SUD Life will give quarterly/half yearly volume forecast for both the processes. This forecast shall be flexible and if at any

point of time for any reason the calls / data points exceed the given forecast, the same shall be revised and the

empaneled Servicing Partner would need to adjust staffing and resources. The volumes will be calibrated on a monthly

basis to take stock of the resources being deployed to manage the processes and to optimize and maximize utilization of

such resources being deployed.

Interested Servicing Partner should have capability to scale up or scale down operation based on the volume. Seating

ramp up to be at the same location without altering the existing set up/area demarcated for the process.

Spike in volumes is expected in the processes at the end of a financial year primarily in the months of January, February

and March. Partner to provide indicative volumes as well to enable calibration with the budgeted volumes on an

ongoing basis based on trends, and predictive analysis.

Peak Loads are likely to be experienced as below for inbound voice process

Monday to Friday 10:00 AM– 12:00 PM & 7:00 PM– 20:00 PM.

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6. IVR HANDLING

The basic level of IVR will be set up by selected Servicing Partner as a part of the migration activity. All IVR ports and

channels are to be managed to ensure the service levels as defined in the SL are adhered to all times. This shall be

considered as an inclusion in the existing costing. Customer call will be routed through this IVR. The IVR will provide

facility on language Call Type (Query/Request/Complaint).

The IVR will be available on 24/7 basis to the customers. Once customer selects call type the call needs to be routed to

agent.

Should the services be offered out of multiple locations then the IVR will have to be unified to ensure that calls are

routed to either of centres based on language or volumes to ensure maximum utilization of resources.

IVR recording will also be a part of the scope.

Once the calls are routed to the Call Center Executive, they need to be answered by the Call Center Executive depending

upon the required skills. Call Center Executives should be trained to handle concisely and precisely the calls related to

the skill group they are assigned to.

Any VDN requirements raised by SUD Life will have to be managed by the Servicing Partner to ensure that such routing is

done in a rational manner and helps to deliver hassle free services.

SUD Life is looking into further development in IVR to create Self-selection for customer, CTI integration with IVR & SUD

Life database, Artificial Intelligence on IVR.

This will be undertaken as an ongoing process at a later stage to ensure superior quality of service and to cater to any

differentiated service offerings and be at par with industry leaders.

Technical Evaluation:-

SUD Life will extend the required applications (basis Company’s internal approvals) with limited access to the

Servicing Partner location.

Network connectivity & equipment between the SUD Life & the Servicing Partner’s site will be monitored and configured by the SUD Life.

Contact Center Infrastructure / technology should be provided by Servicing Partner based on the number Agent & supervisor requirement by SUD Life.

100% call recording facility is required and retrieval mechanism of such calls to be in place.

Storage of such calls to be for a minimum one year duration post which the defined process of archival at SUD life end to be integrated based on technical deployments for such archival.

All call recordings in Inbound & Outbound should be 100% recorded & ease to retrieve & play in normal audio format. The outbound calling system (Dialer) requirement should have capability to save 100% call recordings.

SUD Life will provide basic application support training to the Servicing Partner IT Engineers.

Selected Servicing Partner will need to provide their IT infrastructure design and architecture.

SUD Life will provide the connectivity between Servicing Partner and SUD Life DC (based on no.

of agents) to access the applications. One time & recurring charges will be borne by the Servicing Partner.

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SUD Life will install the PRI at Servicing Partner location for Inbound and Outbound process. It should be latter managed by the Servicing Partner.

Provide dedicated LAN or VLAN which will not be accessible from other network segments for other business purpose.

Call barge in feature to be enabled – both remote and at location options to be enabled.

Outbound dialers for renewal/ other service related callings to be deployed in such a way to ensure that the connect and conversion rates are achieved as per the laid down targets.

Regulatory and Compliance

Servicing Partner location should be registered as OSP with DOT. Copy to be attached while submitting response to the RFP.

Servicing Partner to showcase compliance to all the regulatory requirements of TRAI/DOT and IRDA of such set ups for the relevant processes being considered.

Infra & Support Requirements

Dedicated work area for agents working on SUD Life processes which should be access controlled, agent work

station should be at least 3X2 foot.

Required Network and desktop technical engineer support as per defined working hours.

The Servicing Partner should provide LAN, WAN, End user desktop and application support.

The Servicing Partner should provide DR locations details & operating model.

The Servicing Partner to submit the escalation matrix followed for reported IT problem.

The Servicing Partner should provide response in 30 Min and resolution in 5Hrs for reported issues.

The Servicing Partner to share technical support team ratio v/s total no of users.

Network and Hardware Requirements

Network Requirements

Certified Structured LAN Cabling.

10/100 Cisco managed Switches.

Based on no. of agents and link bandwidth, the Servicing Partner will provide the Cisco Router & Switches at

their end.

Cisco Router 2821 with minimum three Ethernet routing interfaces and Crypto/Ipsec supported

IOS.

IP Pool will be used assigned by the Company.

Adequate environment for Network Equipment’s in Data Center with uptime greater than

99.99%.

Required space & permission to install connectivity & SP equipment’s.

Any wide area network (WAN) or local area connectivity (LAN) required to by Service provider to render the

contracted services to SUD Life, shall be provisioned by service provider. Service degradations or outages

(including network connectivity) shall be service provider accountability

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Minimum Desktops Hardware Configuration and software requirement (locked down terminal if Service provider

proposes VDI)

Windows 7 professional

Intel core i3 4th gen & above processor

Memory: 4 GB DDR2 RAM

Hard disk - minimum 160 GB @ 7200 RPM

Colour Monitor / Mouse /Keyboard

Functional 10/100 Mbps network interface card configured for dynamic IP

IE 8.0 & above

Anti-Virus with regular updates

USB/CD ROM should be disabled

Rename Local System Administrator & Disable all other admin ID's Add the user in the local machine as a

restricted user.

Guest A/c disable

Services needs to be disable: Messaging, Themes, Firewall, Smart Card, Telnet.

Any upgrade on technology as required to run the applications of SUD life over time need to be considered as a part of

the overall technical deployments for the process.

Information Security Requirements:

Following controls shall need to be deployed by the Servicing Partner from Information Security standpoint

Servicing Partner must have an Information Security Management System (ISMS) deployed within its organization as per

the ISO 27001 standard. Servicing Partner should have attained ISO 27001 certification.

Servicing Partner must have undergone regular security reviews and the last report from such review must be shared

with the Company on a regular basis as and when such reviews are done.

LAN segmentation for SUD Life process with 802.1x port based authentication

Provisioning of hardened terminals to the agents in SUD Life process (Prefer: VDI)

Biometric based authentication for physical entry inside SUD Life process area

Service provider shall provision dedicated physical servers for SUD Life process and all access made to these

servers shall recorded and published during Audit and the logs shall be traced back to ‘Action/Changes carried

on system’, ‘Actor of Changes/Action’ & ‘Timestamp of changes/Action’

Service provider shall ensure 100% call recording of outgoing and incoming calls and will be liable to penalty

which may arise to lapses during the period SUD Life and Service provider are in contract and thereafter. All the

call records shall be stored in Service provider an inalterable & encrypted format as per industry standards and

Service provider shall ensure 100% data availability including Disaster events. CDR reports for all incoming and

outgoing calls to be provided along with agreed call recording file naming format.

All desktops/ PCs/ Laptops assigned to Servicing Partner’s staff must adhere to the SUD Life’s requirements.

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Given below an indicative list of controls

Web cam disabled

USB, CD Read Write disabled

No local admin rights given to the users

Prohibit printer & scanner access

Enforce Password History – 6 passwords

Maximum Password Age – 30 days

Minimum Password Age – 1 day

Minimum Password length – 8 characters

Password must meet complexity requirements – Enabled

Account Lockout Duration – 99999 minutes

Account lockout threshold - 5 invalid logon attempts

Reset account lockout counter after – 30 minutes

Enforce user logon restrictions – Enabled

Maximum tolerance for computer clock synchronization – 5 minutes

Audit account logon events – Success, Failure

Audit account management – Success, Failure

Audit directory service access – Success, Failure

Audit Logon events – Success, Failure Audit object access – Success, Failure

Audit Policy Change- Success, Failure

Audit Privilege use – Success, Failure

Audit system events - Success, Failure

Agents should not be given any E-mail, printing access. Only supervisors should have the same basis business

requirement and respective approval from the SUD Life.

Limited Internet access should be provided as per business requirements at no additional cost.

Timely OS updates as per Microsoft recommendation.

No unauthorized IT equipment’s (personal removable media) should be allowed in the SUD Life’s designated area.

All e-mail communications containing customer information between the Servicing Partner and the SUD Life must be encrypted using Company’s approved encryption technologies.

All mobile phones & laptops including camera phones shall not be allowed on the process floor.

All access rights for the Servicing Partner’s staff must be documented and the access provided should be strictly

in line with these access definitions. These definitions will be approved by the Company and reviewed by the

Servicing Partner(from system reports) on a half yearly basis and the Servicing Partner must, as a part of the

compliance sign off/ checklist, provide an assurance to the Company regarding compliance towards this key

control.

The Company would, as a part of the regular reviews/ site audits and audits carry out assessment of effectiveness of these controls. Any change in the level of access for a particular role shall be notified and

subsequently approved by the Company.

Audit trails shall be monitored and maintained by the Servicing Partner for access to all systems dedicated for

the Company, at least for the last 3 months. A monthly report needs to be shared with the Company.

The Servicing Partner must have a proper employee entry/ exit procedures and system rights must be revoked

immediately upon last working day of the employee or movement of the employee to a different role or

department.

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Remote working shall not be allowed for Servicing Partner’s staff working on the SUD Life’s processes.

All system audit logs should be protected from unauthorized access or modification

Monthly monitoring reports of firewall needs be shared with the SUD Life and any changes to the firewall /

network devices related to the SUD Life must be done only after taking designate approval from the Company.

SUD Life reserves the right to audit networks and systems on a periodic (or adhoc) basis to ensure compliance

with its policy.

Non-compliance may result in disciplinary and / or legal action.

Video cameras must be installed at critical areas like entry, exit, access control rooms etc

The premise should be guarded 24/7.

There should be a central guard station/ reception to approve visitors to prevent unauthorized access.

The Servicing Partner must have fire suppression systems in the building and in the data center/ server room.

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ANNEXURE – B

PROCESS COMPLIANCE STATEMENT

The following terms and conditions are deemed as accepted by you on participation.

1. You cannot change price or quantity or delivery terms (or any other terms that impact the price).

2. You cannot divulge either your Quotes or those of other suppliers to any other external party.

3. You agree to non-disclosure of trade information regarding the purchase, identity of buyer, process, documentation

and other details.

4. In the event of your quote being selected by SUD Life and you subsequent default on your quote , you will be required

to pay SUD Life an amount equal to the difference in your quote and the next selected by the buyer quote on one

year’s quantum of purchase (indemnity clause).

5. SUD Life’s decision will be final and binding on you and will not necessarily be based on price. Though price is a very

important factor of the decision-making.

6. Splitting of the award decision over a number of suppliers or over time (as in the case of staggered deliveries) will be

at SUD Life’s discretion.

7. You agree to furnish the techno-commercial compliance statement as per the enclosed format along with this

statement.

I agree to have read, to understand and agree to abide by this statement. I agree to the fact that the information

provided by my organization constitutes a legal, binding quotation. My quote is considered firm and reflects Star

Union Dai-ichi Life Insurance’s requirements stipulated in request for quotation (RFP).

Dated this ....... day of ............................ 20…. _________________________________ ________________________________ (signature) (In the capacity of) Duly authorized to sign Proposal for and on behalf of _________________________________

****

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ANNEXURE- C

TECHNO-COMMERCIAL COMPLIANCE STATEMENT

Clause No Technical specifications/ commercial terms Compliance (Yes/No)

Please indicate reasons in case of No and counter offer

1 Scope of Services

2 Operating Days & Hours

3 Selection Process

4 Award Decision

5 Service & Penalty

6 Payment

7 Order Cancellation

8 Force Majeure

9 Inspection and Audit

10 Use of Contract Documents and Information

11 Confidentiality

12 Continuity of business

13 Disposition of responses

14 Termination

I understand and agree to the fact that above information constitutes a legal, binding quotation. My quote is

considered firm and reflects Star Union Dai-ichi Life Insurance’s requirements stipulated in request for quotation (RFP).

Dated this ....... day of ............................ 20…. _________________________________ ________________________________ (Signature) (In the capacity of)

Duly authorized to sign Proposal for and on behalf of _________________________________

****

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ANNEXURE –D

Cost Information

Cost information should be provided as per below

Quote for 3 years contract –

Process Cost Per FTE –Y1 Cost Per FTE –Y2 Cost Per FTE –Y3

Location Location 1

Location 2

Location 3

Location 1

Location 2

Location 3

Location 1

Location 2

Location 3

Inbound

Outbound- Renewal Calling

Outbound- Cross Selling

Activity Cost Per FTE –Y1 Cost Per FTE –Y2 Cost Per FTE –Y3

Outbound Calling System (Dialler)

Variable model option for the renewal calling and collections on the bucket-wise and tier wise classification to be provided.

Fee for Renewal Premium Collection will be paid based on a tiered payout structure. The tiers will be based on % of

collection target met by Servicing Partner. The data shared will be of Deep Lapse policies (collection pending for more

than 6 months)

% of Collection made from Total Due

Bucket

Renewal Pay out (in

Rs)

11% - 12.99%

13% - 14.99%

15% - 17.99%

18% and above

Vendor should provide the details terms & condition along with the applicable taxes %.

All prices quoted should be excluding applicable Taxes The quantity provided herewith is to ease vendors to arrive at unit cost for each slab. The above numbers may vary (decrease/increase) basis business requirement. Purchase Orders will be placed on actual business demand basis.

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PROPOSAL FORM (PRICE PROPOSAL)

Date: ……………..... To: The Chief Executive Officer, Star Union Dai-ichi Life Insurance Company Limited 11th Floor, Raghuleela Arcade, IT Park, Sector 30A, Opp Vashi Rly Stn., Vashi Navi Mumbai 400703 Dear Sir, Re: Request for Proposal for Call Center Services & Outbound Calling System (Dialler) having examined the Proposal Documents, the receipt of which is hereby duly acknowledged, we, the undersigned, offer to render services in conformity with the said Proposal documents for the sum of........................................ (Total Proposal amount in words and figures) or such other sums as may be ascertained in accordance with the Schedule of Prices attached herewith and made part of this Proposal. We agree to abide by the Proposal and the rates quoted therein for the orders awarded by SUD life. Until a formal contract is prepared and executed, this Proposal, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us. We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”. We understand that you are not bound to accept the lowest or any Proposal you may receive. Dated this ....... day of ............................ 20…. _________________________________ ________________________________ (Signature) (In the capacity of) Duly authorized to sign Proposal for and on behalf of _________________________________

****