Our company owns and operates three ?Inbound? call centers
(specialized in customer care services for TELCO?S) in three different
countries and is considering having an additional location in Canada.
We will be evaluating the following two options:
1) Contracting, under certain very specific conditions and
requirements, part of a call center already in operation.
2) Setting up our own call center.
SO WE WILL BE ASKING YOU TO FIND US SEVERAL FIRMS(and/or individuals)
THAT COULD OFFER US ONE OR BOTH OPTIONS
Our requirements for our call center in Canada will be :
1/ SERVICE : inbound services.
2/ SIZE : * 100 agents answering the phone IN ENGLISH.
? For each 20 agents we will need an operation supervisor helping the
agents and a quality supervisor monitoring the quality of the call
handled by the agents.
? For each 3 operation supervisors and quality supervisors a Floor manager.
? A training team composed of a chief trainer and one or two assistants
? A human resource team composed of 3 to recruit and/or evaluate
people sent by the employment agencies or the independent agents that
postulate for the job.
? A technology team composed of 2 persons to handle all the
technological aspects ( software updates and installation , hardware :
computers,and servers, power matters ?etc?)
? An administrative team .
? A Manager capable of handling the entire call center ,he?ll report
to the general manager .
? A General Manager witch will be heading everything .
3/ SHEDULLE : From 8am to 12 pm eastern time.
4/ SET UP must be done in : 45- 60 DAYS
5/ AGENT AND STAFF TRAINING must be done in : 10-15 DAYS.
6/ BILLING METHODOLOGY : (For the option ?contracting part of a call
center already operating? ) : PER AGENT / HOUR . And this amount
will be all what we are ready to pay : no hidden charges.
7/ TECHNICAL REQUIREMENTS :
a/ UNIVERSAL AGENTS WORKSTATIONS CONFIGURATION: (AGENTS PC?S )
? Desktop computers.
? Intel 1.5Ghz Processor.
? 20 GB in Hard Disk
? 512 MB RAM in memory (Increase due to new Clarify Application)
? 32 Bits Sound Card
? 4 MB Video Card
? X-VGA 15" Monitor
? Win 2000 Software Version 2.
? Headsets for the ?Softphones.? (Must be Plantronics or Avaya)
Network Connectivity Requirements
? The call center must have VPN connectivity .
? For the first 100 agents, the call center will need 3 E1?s of
bandwidth for network connectivity
? For every additional 50 agents , the call center will need an
additional E1 of bandwidth for network connectivity
? VPN route selection must not exceed 150Ms total latency .
? AND IF WE SELECT THE OPTION ?Contracting part of a call center
already operating?:
? The call center will provide access to their network resource as
required by our Network Engineering team.
? The call center will provide accesses to any IT personal as required by us.
? The call center will provide full support from their Network
Engineers as required by us.
? The Call center must provide network reporting tools and SNMP
visibility into their networks.
? And if we select the option? contracting part of a call center
already operating? , We will be providing certain technology in the
call center. This technology includes all items and costs associated
with:
? (1)Cisco 6500
? ?Softphone? software and one license per each workstation
? Content Caching Engine, for Clarify Web Client
PLEASE BE AWARE THE YOU MUST MAKE THE PRELIMINARY CONTACT WITH THE
PEOPLE YOU?LL SELECT TO BE SURE THAT THEY CAN OFFER US WHAT WE ARE
EXACTLY ASKING FOR.
( A TIP : WE HAVE BEEN TOLD THAT IN WINNIPEG THEY HAVE LOW COST
ENGLISH TALKING CALL CENTERS ...BUT IT'S ONLY A TIP , YOU SHOULD
PLEASE LOOK IN ALL ENGLISH TALKING CANADA .)
GOOD LUCK , YOU WILL BE TIPED ACCORDINGLY TO YOUR EFFORTS ! |
