Venue of Bid proposal Tender opening

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					Tender No.11-1/2009-CC/IT                                  Dated XX-XX-09




                             Bid Document


                                   For




            Contact Center services
                               For BSNL’s

  Wire-line service including Broadband and associated VAS




                   BHARAT SANCHAR NIGAM LIMITED
                       (A Govt. of India enterprise)




                                (MM Cell)

           BSNL Corporate Office 2nd Floor, Bharat Sanchar Bhavan
                        Janpath New Delhi-110001
                                                        Table of Contents

Section-I .............................................................................................. 6
Notice Inviting Tender (NIT) ............................................................... 6
A.        Introduction ................................................................................... 6
B.        Implementation Plan ....................................................................... 7
C.        Tender Schedule ........................................................................... 9
D.        ELIGIBLE BIDDERS ......................................................................... 9
Section-II ............................................................................................ 11
Terms and Conditions and Scope of work ................................................. 11
1. Scope of the Tender: ................................................................................................................ 11
2. Duration of the contract period ............................................................................................ 11
3. Organizational Structure of BSNL for wireline Services .............................................. 11
4. Contact center set up plan ..................................................................................................... 12
5. Clarification of Bid Document................................................................................................ 14
6. Proposal Form ............................................................................................................................. 15
7. Financial Proposal (Bid) ........................................................................................................... 15
8. DOCUMENTS ESTABLISHING FIRM'S ELIGIBILITY AND QUALIFICATION ........... 15
9. Format, preparation and signing of bids (Proposals) .................................................. 15
11. OPENING OF PROPOSALS ....................................................................................................... 18
12. Evaluation ..................................................................................................................................... 18
13. Award of Contract (PLACEMENT OF ORDER) .................................................................. 19
14. Issue of Advance Purchase Order (Letter of intent) and firm Order (PO) ........... 20
15. BID SECURITY ............................................................................................................................. 20
16. Performance Bank Guarantee (PBG) .................................................................................. 21
17. TIME PERIOD TO ESTABLISH THE Contact centers ...................................................... 22
18. CERTIFICATE ABOUT RELATIVES IN BSNL ...................................................................... 23
19. Training .......................................................................................................................................... 23
20. Penalty ........................................................................................................................................... 24
21. Pricing Policy ................................................................................................................................ 25
22. PAYMENT TERMS ........................................................................................................................ 27
23. FORCE MAJEURE ........................................................................................................................ 28



[Contact Center for wire-line services, Broadband and associated VAS]                                           [Signature of bidder] Page 2 of 102
24. Termination of contract ........................................................................................................... 28
25. TERMINATION FOR INSOLVENCY ........................................................................................ 29
26. ARBITRATION .............................................................................................................................. 29
27. SET OFF ......................................................................................................................................... 30
28. INDEMNIFICATION .................................................................................................................... 30
29. Confidentiality ............................................................................................................................. 30
30. Court Jurisdiction:-.................................................................................................................... 30
Section -III .......................................................................................... 32
Technical Specifications ......................................................................... 32
1.        GENERAL ..................................................................................... 32
2.        AGENTS or CUSTOMER SERVICE ASSOCIATES ................................. 32
3.        SEGMENTATION ........................................................................... 33
4.        Services ...................................................................................... 33
5.        Infrastructure for extending Contact center services to Non-CDR SSAs 35
5.1.      INFRASTRUCTURE & EQUIPMENT ................................................... 35
5.2.      IVRS ........................................................................................... 36
5.3.      INTEGRATION with BSNL systems deployed in various SSA ............... 37
5.4.      CUSTOMER RELATIONSHIP MANAGEMENT (CRM) System .................. 38
5.5.      Agent’s work station PC specifications: ............................................ 40
5.6.      REPORTS ..................................................................................... 40
5.7.      ROLE OF BSNL ............................................................................. 42
6.        OPERATIONAL MODEL for CDR SSAs ............................................... 43
7.        MONITORING ............................................................................... 49
8.        Maintaining Quality of service (QoS) and adherence to SLAs .............. 50
9.        REFERENCE TRAI BENCHMARKS ..................................................... 51
10.       DISASTER RECOVERY (For CDR SSAs) ............................................ 51
Section IV
SLA…………………………………………………………………………………………………………………….78
1.        SLA Parameters for Non- CDR SSAs ................................................ 54
1.1.      System Uptime: ........................................................................... 54
1.2.      Accessibility of call centre (electronic response) ............................... 54
1.3.      Call Queue Waiting Time (voice to voice) ......................................... 55




[Contact Center for wire-line services, Broadband and associated VAS]                                         [Signature of bidder] Page 3 of 102
1.4.   Customer satisfaction (voice to voice and IVRS) ............................... 56
1.5    IVRS content Efficiency (% of calls disposed of successfully at IVRS) .. 57
1.6    Call abandonment rate (unanswered calls by operators) .................... 58
1.7    Call Quality Score ......................................................................... 58
1.8    SLA A8 - Accuracy of complaints/requests logging by operators ......... 58
1.9    SLA A9: Response time for SMS / email / Web / FAX ........................ 59
1.10 SLA for ensuring call back in time ................................................... 60
2.     SLAs Parameters for CDR SSAs ...................................................... 61
2.1.   SLA B1 - System Uptime (Voice response available to end customer).. 61
2.2.   Accessibility of call centre (electronic response) ............................... 61
2.3.   SLA B3 - Calls Queue Waiting Time ................................................. 62
2.4.   SLA B4 - Customer satisfaction (voice to voice) ................................ 63
2.5.   Call abandonment rate (unanswered calls by operators) .................... 64
2.6.   Call Quality Score ......................................................................... 64
2.7.   SLA B7 - Accuracy of complaints/requests logging by operators ......... 65
2.8.   SLA B8: Response time SMS / email / Web / FAX ............................. 66
2.9.   SLA B9: for ensuring call back ........................................................ 67
3.     Key Performance Indicators (KPIs) ................................................. 67
4.     SLAs terms and conditions ............................................................. 69
5.     SLA penalties- Upper ceiling........................................................... 70
6.     Governance Model ........................................................................ 71
7.     Quality Audits .............................................................................. 72
Section V ............................................................................................. 73
Bid form .............................................................................................. 73
Section- VI........................................................................................... 74
Financial proposal (Bid) - B1 .................................................................. 74
Financial proposal (Bid) - B2 .................................................................. 76
Financial proposal (Bid) - B3 .................................................................. 78
Financial proposal (Bid)- B4 ................................................................... 80
Section VII........................................................................................... 82
BID SECURITRY FORM ........................................................................... 82
Section VIII ......................................................................................... 83




[Contact Center for wire-line services, Broadband and associated VAS]            [Signature of bidder] Page 4 of 102
DEED OF INDEMNITY ............................................................................ 83
Section- IX........................................................................................... 85
PERFORMANCE SECURITY GUARANTEE (PBG) BOND ................................. 85
Annexure-1 .......................................................................................... 94
Details about the Firm (bidder) ............................................................... 94
ANNEXURE -2 ....................................................................................... 96
PROFORMA FOR DECLARATION BY Bidder ................................................ 96
Annexure-3
Call quality observation form
Annexure-4 .......................................................................................... 98
Indicative Parameters of Governance Model ............................................. 98
Annexure-5 .......................................................................................... 99
GLOSSARY ........................................................................................... 99
Annexure-6
List of existing systems…………………………………………………………………………………..




[Contact Center for wire-line services, Broadband and associated VAS]           [Signature of bidder] Page 5 of 102
                       BHARAT SANCHAR NIGAM LIMITED
               MM Cell Corporate Office Janpath New Delhi-110001

                                         Section-I

                             Notice Inviting Tender (NIT)

     Contact Center Services for BSNL’s Landline and Broadband Customers

Tender No.11-1/2009-CC/IT                                               Date: XX-XX-09

A.    Introduction

1.    Bharat Sanchar Nigam Limited (BSNL) is having countrywide presence with wire
      line & Broadband subscribers, GSM, CDMA and offer hosts of other Telecom
      services like Data communication, National long distance, International Long
      Distance, Internet, Broad band, Multiplay, Leased Line, etc also. For the purpose
      of managing its operations BSNL has been divided in to Circles which are
      normally co-terminus with States.

2.    BSNL intends to extend professionally managed Contact Center services to
      customers of wire-line service including Broadband and VAS associated with
      wire-line. For this purpose, on behalf of Chairman and Managing Director, Bharat
      Sanchar Nigam Limited, sealed tenders are invited from the Indian Companies
      (Contact center Service Providers CCSP) on zonal basis (South, East, West and
      North) under two stage bidding system (Techno-commercial bid & financial bid)
      for providing contact center services by setting Circle level contact centers as per
      the terms and conditions of this Tender document in the particular zone. In this
      tender document Contact center Service Provider (CCSP) and “Bidder” has been
      used interchangeably.

3.    Above shall be achieved with the help of this Tender document having two stage
      bidding systems (Techno-commercial bid & financial bid) with one technical bid
      and 4 financial bid (One for each zone i.e. South, East, West and North). BSNL
      shall open and evaluate the financial bids of technically and commercially
      responsive firms for each zone separately and prepare a list of such firms
      arranged in ascending order of their net present value of evaluated price from
      the lowest (i.e. L1, L2, L3 and so on) separately for each zone, for the purpose of
      selection of CCSP on zonal basis. Bidder is at liberty to bid for one, more than
      one zones and all the 4 zones.

4.    After evaluation of financial proposals (bids), BSNL shall prepare a list of such
      bidders arranged in ascending order of their evaluated figure in Re Terms
      starting from the lowest (i.e. L1, L2, L3 and so on) separately in each zone, for
      the purpose of awarding work. L1 shall be considered for awarding of work in
      respective zone.

5.    No bidder shall be awarded contract in more than two zones for which separate
      financial bids have been invited. Detailed criterion for financial evaluation and
      award of work is mentioned in the Tender document.




[Contact Center for wire-line services, Broadband and associated VAS]     [Signature of bidder] Page 6 of 102
 B. Implementation Plan

 5.1      The CCSP shall setup, operate & maintain the contact centers, including agents,
          at CCSP premises to provided services to BSNL’s customers of wire-line service
          including Broadband and VAS associated to wire-line with well trained staff to
          handle queries/ complaints of the customers and provide solutions to their
          utmost satisfaction based on data available and inputs given by BSNL. This shall
          also include obtaining of customer’s feedback about Contact Center services.

 5.2      The number of Agents, equipment & infrastructure requirement shall depend
          upon the traffic (number of queries/calls handled by the contact center) at the
          time of deployment with provision to expand to handle traffic from anticipated
          expansion in network and to meet SLA including TRAI benchmarks, defined in
          subsequent sections and as amended from time to time.

 5.3      The period of initial contract shall be for three years and shall be extendable for
          next two years on year-to-year basis solely at the discretion of BSNL. The date
          “Ready to USE” shall be taken as the reference date for all purpose. This shall be
          the date for calculation of contract period etc.

 5.4      BSNL reserves the right to expand the scope of work to include BSNL’s other
          services apart from landline and broadband services at the mutually agreed
          terms and conditions.

 6.       Further scope of work, terms and conditions has been defined in the Tender
          Document.

 7.       BSNL has decided to divide the Contact center operation envisaged in the Tender
          Document in 4 zones i.e. East West North and South. CCSP who has been
          awarded the work for any zone shall set up Contact centers in all the Circles of
          that particular zone. Setup plan is as below:

                                               Proposed         Landline       Broadband      Agents for
            Contact
 Name                            CIRCLE/        Contact           (LL)            (BB)        communica
            center     Zone
 of the                           States        center        connections      connection       ting in
              No.
Project                                        Location       (31-08-09)       (31-08-09)     Languages
                                                                                                 Hindi,
                                  Andhra
               1.1                             Hyderabad        2138534          394215         English,
                                  Pradesh
                                                                                                 Telugu
                                                                                                 Hindi,
                                               Bangalore/
Wire-          1.2               Karnataka                      2116023          473818         English,
                                                Mysore
line                                                                                            Kannada
Contact                                                                                          Hindi,
                      South                    Bangalore/
center         1.3                Kerala                        3426176          322372         English,
Project                                         Mysore
                                                                                               Malayalam
1
                                                                                                 Hindi,
                                Tamilnadu,      Chennai/
               1.4                                              3027106          645719         English,
                                 Chennai       Pondicherry
                                                                                                  Tamil
                                                     Total     10707839         1836124




 [Contact Center for wire-line services, Broadband and associated VAS]    [Signature of bidder] Page 7 of 102
                                Assam,                                                           Hindi,
                                Manipur,                                                        English,
                              Meghalaya,                                                       Assamese,
                               Nagaland,
                                                                                                Bengali,
                               Mizoram,
            2.1                                 Guwahati         670628           65501          Bodo,
                                Tripura,
                               Arunachal                                                        Manipuri
                                Pradesh
                               (NE-I and
                              NE-II circle)
Wireline                                                                                         Hindi,
Contact     2.2                   Bihar          Patna           960354           43529         English,
center               East
                                                                                                Maithili
Project
2                                                                                                Hindi,
            2.3                Jharkhand         Ranchi          414417           44971
                                                                                                English,
                                                                                                 Hindi,
            2.4                  Orissa       Bhuvneshwar        620959           72903         English,
                                                                                                 Oriya
                                                                                                 Hindi,
                              West Bengal,
                                                                                                English,
            2.5                 Sikkim,         Kolkata         2315856          293951
                              Kolkata, A&N
                                                                                                Bengali,
                                                                                                Nepali,
                                                     Total      4982214          520855


                                                                                                 Hindi,
            3.1                 Gujarat       Ahmadabad         1866481          302303         English,
                                                                                                Gujarati
                                                                                                 Hindi,
                                                                                                English
Wireline                        Madhya
                                                Bhopal/
Contact     3.2                 Pradesh,                        1268072          175792
                                                Indore
center              West      Chattishgarh
Project
3
                                                                                                 Hindi,
                              Maharashtra,                                                      English,
            3.3                                   Pune          2849385          409124
                                 Goa                                                            Marathi,
                                                                                                Konkani
                                                     Total      5983938          887219


                                                Gurgaon/                                          Hindi,
            4.1                 Haryana                          801742          123315
                                                 Ambala                                          English
                                                                                                  Hindi,
                                                                                                English,
                                Himachal
Wireline    4.2                                Chandigarh        593074           63768           Urdu,
                              Pradesh, J&K
Contact                                                                                          Dogari,
center              North                                                                       Kashmiri
Project                                                                                           Hindi,
4           4.3                  Punjab        Chandigarh       1315029          221901         English,
                                                                                                 Punjabi
                                                                                                  Hindi,
            4.4                Rajasthan         Jaipur         1444794          195093
                                                                                                 English




 [Contact Center for wire-line services, Broadband and associated VAS]    [Signature of bidder] Page 8 of 102
                                                                                                 Hindi,
             4.5                UP (E)         Lucknow         1393410          176011
                                                                                                English
                                UP (W),        NOIDA/                                            Hindi,
             4.6                                               1283834          148646
                              Uttaranchal      Meerut                                           English
                                                    Total      6831883          928734



C. Tender Schedule

8.     Tender Schedule and other important instructions

 8.1      Date of issue of NIT
 8.2      Sale of Tender document
 8.3      Last date for receipt of queries from
          perspective bidders
 8.4      Issue of Clarifications
 8.5      Last date & time for submission of bid
 8.6      Date & time for opening the bid
          (Techno-Commercial)
 8.7      Price of Tender Document

 8.8      Amount of Bid Security
          (In the form of Bank Guarantee)
 8.9      Tender Document2



Note:

      1. Queries from only those perspective bidder’s shall be entertained and
         considered for issuance of clarifications, who have purchased the Tender
         document. Proof of payment of requisite charges for the same, shall be
         submitted along with the queries.
      2. Integrity Pact format shall be provided by BSNL along with the Tender
         document. This Integrity Pact duly signed by the authorized signatory of the
         bidder shall be submitted along with the bid

D. ELIGIBLE BIDDERS

9.     Eligible are the Indian Companies who are registered /incorporated in India.
       Taking into consideration the size and the importance of the Contact center
       operations for BSNL customers, it is very essential that the bidder firms have
       sufficient experience in setting up of and running such an facility in India/
       worldwide. The following criterion shall be met by the bidder company who
       intend to participate in this Tender and only those bidders who qualify the
       following conditions, need put in the proposal:

9.1     The Bidder Company shall be registered/incorporated in India under the Indian
        Companies Act 1956.

9.2     Bidder firm shall have valid license for Contact (Call) center operations issued by
        DOT.




[Contact Center for wire-line services, Broadband and associated VAS]    [Signature of bidder] Page 9 of 102
9.3   The Company shall have annual turnover of at least INR Rupees 80 Crore from
      contact center operations during the last financial year (FY 2008- 09), as per
      audited annual report supported by the certificate from the auditors of the
      company. In case subsidiary is the bidder, turnover of Parent company shall not
      be considered for this purpose.

9.4   The company shall have experience for satisfactory operation of Contact center
      (s) with minimum of 1500 operational seats (agents) in a shift for any of
      consecutive 12 months during last 24 months preceding the month of bid
      submission. This shall be supported by a certificate from the client (s).

9.5   The bidder firm shall have at least 500 operational physical seats at a single
      premise in India as on the date of bid submission This shall be supported by a
      certificate from the client (s).

9.6   The company shall have experience of managing contact center operations for at
      least one Telecom Service Provider (TSP) globally having a minimum of 5 mn
      subscriber base, for more than 3 months preceding the date of bid submission.
      This shall be supported by a certificate from the client (TSP).

9.7   The Firm shall not be a Licensed Telecom Service Provider to provide Basic
      Services/ Cellular Telephony Services/ Internet Services/ UASL/ NLD/ ILD
      Services anywhere in India.

9.8   The Firm shall not have controlling equity stake or vice versa, in and of any
      Basic Services/ Cellular Telephony Services/ Internet Services/ UASL/ NLD/ILD
      Services operating companies in India or their promoters.

9.9   Even at a later date, if there is a substantial change in the ownership structure
      of the company leading to the above mentioned types of companies/promoters
      getting a controlling stake, then BSNL reserves the right to terminate the
      contract.

9.10 The Firm shall have valid registration for Service Tax & EPF.

9.11 The Bidders should not have been black-listed by central/ state governments/
     PSUs. Self declaration certificate is to be submitted in this regard.

9.12 Consortium or teaming approach is not permitted.

9.13 Experience & turnover of 100% owned subsidiaries can be considered for the
     purpose of eligibility conditions. However, subsidiary is not allowed to claim
     experience & turnover of its holding/ parent company.


                                           *****




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 10 of 102
                                         Section-II

                      Terms and Conditions and Scope of work

1.       Scope of the Tender:

1.1.     The CCSP shall provide the contact centers services, including agents from
         CCSP premises to BSNL’s customers of wire-line service including Broadband
         and VAS associated to wire-line with well trained professional agents to
         handle queries/ complaints of the customers and provide solutions to their
         utmost satisfaction based on data available and inputs given by BSNL. This
         shall also include obtaining of customer’s feedback about Contact Center
         service.


1.2.     The number of Agents, equipment & infrastructure requirement shall depend
         upon the traffic (number of queries/calls handled by the contact center) at the
         time of deployment with provision to expand to handle traffic from anticipated
         expansion in network and to meet SLA including TRAI benchmarks, defined
         later in this tender document and as amended from time to time.


1.3.     The scope includes handling all types of inbound queries, complaints,
         requests,  sales  leads,  outbound   calling, and response   through
         SMS/email/fax/web-portal.


1.4.     BSNL reserves the right to expand the scope of work to include BSNL’s other
         services apart from landline, broadband services, VAS at mutually agreed
         terms and conditions.

2.     Duration of the contract period

2.1.   The period of initial contract shall be for three years and shall be extendable for
        next two years on year-to-year basis solely at the discretion of BSNL. The date
        “Ready to USE” shall be taken as the reference date for all purpose. This shall
        be the date for calculation of contract period etc. After 5 years also, contract
        may be extended on yearly basis on mutually agreed terms and conditions.

3.       Organizational Structure of BSNL for wireline Services
3.1.     For the purpose of operations and revenue BSNL is divided into circles headed
         by Chief General Manager (CGM) and each circle is further subdivided into
         SSAs (Secondary Switching Area).
3.2.     While circles are typically same as States, SSAs are same as districts in most
         of the Cases.
3.3.     Typically each SSA is responsible for providing service to the customers and
         subsequent customer support
3.4.     Each SSA has netwrok operation staff. Customer touch points are Customer
         support centers located in various SSAs, which are responsible for Service
         registration and related commercial formalities followed with collection of
         payments against demand notes and bills.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 11 of 102
   3.5.    Back Office operations are offered through commercial offices, accounts offices,
           operational & maintenance units. Commercial offices are responsible for
           different kind of service request.

   4.      Contact center set up plan

   4.1.    For extending Contact center Services to landline and Broadband customers of
            BSNL intends to set up circle level contact centers. For this purpose country is
            divided in to 4 zones. Every zone has been identified as an independent
            Contact center Projects. Different zone shall have contact center to as per
            plan below. Following table also list out the approximate number of Landline
            and Broadband customers:

                                                Proposed        Landline        Broadband      Agents for
           Contact
 Name                           CIRCLE/          Contact          (LL)             (BB)        communica
           center    Zone
 of the                          States          center       connections       connection       ting in
             No.
Project                                         Location      (31-08-09)        (31-08-09)     Languages
                                                                                                 Hindi,
                                 Andhra
             1.1                                Hyderabad        2138534          394215        English,
                                 Pradesh
                                                                                                 Telugu
                                                                                                 Hindi,
                                                Bangalore/
             1.2                Karnataka                        2116023          473818        English,
Wireline                                         Mysore
Contact
                                                                                                Kannada
center               South                                                                       Hindi,
                                                Bangalore/
Project      1.3                  Kerala                         3426176          322372        English,
                                                 Mysore
1                                                                                              Malayalam
                                                                                                 Hindi,
                               Tamilnadu,       Chennai/
             1.4                                                 3027106          645719        English,
                                Chennai        Pondicherry
                                                                                                  Tamil
                                                      Total    10707839          1836124


                                 Assam,                                                          Hindi,
                                 Manipur,                                                       English,
                               Meghalaya,                                                      Assamese,
                                Nagaland,
                                                                                                Bengali,
                                Mizoram,
             2.1                                Guwahati         670628            65501         Bodo,
                                 Tripura,
                                Arunachal                                                       Manipuri
                                 Pradesh
                                (NE-I and
                               NE-II circle)
Wireline                                                                                          Hindi,
Contact      2.2                  Bihar           Patna          960354            43529         English,
center                East
                                                                                                 Maithili
Project
2                                                                                                 Hindi,
             2.3                Jharkhand        Ranchi          414417            44971
                                                                                                 English,
                                                                                                  Hindi,
             2.4                  Orissa       Bhuvneshwar       620959            72903         English,
                                                                                                  Oriya
                                                                                                  Hindi,
                              West Bengal,
                                                                                                 English,
             2.5                Sikkim,          Kolkata         2315856          293951
                              Kolkata, A&N                                                       Bengali,
                                                                                                 Nepali,
                                                      Total     4982214           520855



   [Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 12 of 102
                                                                                                  Hindi,
             3.1                 Gujarat       Ahmadabad         1866481          302303         English,
                                                                                                 Gujarati
                                                                                                  Hindi,
                                                                                                 English
Wireline                        Madhya
                                                 Bhopal/
Contact      3.2                Pradesh,                         1268072          175792
                                                 Indore
center               West     Chattishgarh
Project
3
                                                                                                  Hindi,
                              Maharashtra,                                                       English,
             3.3                                  Pune           2849385          409124
                                 Goa                                                             Marathi,
                                                                                                 Konkani
                                                      Total     5983938           887219


                                                Gurgaon/                                          Hindi,
             4.1                 Haryana                         801742           123315
                                                 Ambala                                          English
                                                                                                  Hindi,
                                                                                                English,
                                Himachal
             4.2                               Chandigarh        593074            63768          Urdu,
                              Pradesh, J&K
                                                                                                 Dogari,
                                                                                                Kashmiri
Wireline                                                                                          Hindi,
Contact      4.3                 Punjab        Chandigarh        1315029          221901        English,
center               North                                                                       Punjabi
Project
4                                                                                                 Hindi,
             4.4                Rajasthan         Jaipur         1444794          195093
                                                                                                 English
                                                                                                  Hindi,
             4.5                 UP (E)         Lucknow          1393410          176011
                                                                                                 English
                                 UP (W),         NOIDA/                                           Hindi,
             4.6                                                 1283834          148646
                               Uttaranchal       Meerut                                          English
                                                      Total     6831883           928734



   4.2.    Presently Landline and retail Broadband customers are being served from SSA
           based Billing, Commercial and Customer Care systems. Details of such systems
           working in the SSAs of every circles is as in the Annexure-6.


   4.3.    BSNL is also currently engaged in implementing CDR based Customer Care and
           Billing System on zonal basis. There are 4 data centers in this CDR project one
           in each zone (i.e. South, East, West and North). Along with these every data
           center there is also zonal level contact center infrastructure including CRM,
           IVRS, ACD, IP-EPABX, CTI etc. This contact center infrastructure in planned to
           cater to all the circles of the respective zones as in the table above.


   4.4.    BSNL is currently engaged in gradually migrating the SSAs from local SSA
           based billing and commercial systems to respective zonal level CDR system.
           This migration is expected to be complete in next 18 months of time. SSAs on
           CDR systems are being hereafter referred as “CDR SSAs” in the bid document.
           For extending Contact center services to “CDR SSAs” CCSP shall use IVRS, CTI,


   [Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 13 of 102
       CRM, ACD, IP-EPABX of BSNL CDR Project and however provide agents and
       seating positions including computers networking items like routers LAN
       switches etc. in their premises.

4.5.   Therefore during this migration period there shall be some SSA on CDR
       systems while some SSAs shall be on the local billing and commercial systems.
       SSAs on local billing and commercial systems are being hereafter referred as
       “Non CDR SSAs” in the bid document. For extending contact center services
       to non-CDR SSAs, CCSP shall provide complete contact center infrastructure
       including but not limited to IVRS, CTI, CRM, ACD, computers, communication
       equipments networking items like routers LAN switches etc. and agents in their
       premises.

4.6.   After implementation of CDR, all Contact centers shall, however be integrated
       to one another in pair, to accept overflow of traffic from One Contact center to
       the other in case of partial/complete failure of any contact center within the
       zone, or in cases where the call volume to a contact center exceeds its capacity
       to handle it. Adequate number of agents capable to handle over flow / disaster
       recovery calls in the language of the contact center shall be available at the DR
       contact centers. This has been described in details further in this tender
       document later.

4.7.   More details of technical specifications are in Section-III of this bid document.

5.     Clarification of Bid Document

5.1.   The prospective bidder requiring any clarification on the this document shall
       notify the BSNL in writing or by fax at the BSNL’s mailing address indicated in
       this document, latest by the date mentioned in Notice details. Response, if any,
       on such clarifications shall be sent to the bidder firms who have purchased the
       Tender document and also shall be displayed on BSNL Web-Site. Bidders are
       advised to regularly visit Web-site for updates and information in respect of
       Tender.

5.2.   Any clarifications issued by BSNL, in response to such query raised by
       prospective bidders, shall form an integral part of this Tender documents and
       shall amount to an amendment of relevant clauses of this document.

5.3.   Offer shall remain valid for 150 days from the date of opening. Offer valid for a
       shorter period shall be rejected by BSNL.

5.4.   In exceptional circumstances, the BSNL may request the consent of the bidder
       for an extension to the period of bid validity. The request and the response
       thereto shall be made in writing. The bid security shall also be suitably
       extended. The bidder may refuse the request without forfeiting his bid security.
       A bidder accepting the request and granting extension shall not be permitted to
       modify his bid.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 14 of 102
6.        Proposal Form

6.1.      The bidder firm shall comply with all the provisions mentioned in this document
          & sign each page under stamp of firm as a mark of acceptance of all conditions
          contained herein.

6.2.      All pages of the Proposal shall be serially numbered, indicated in an index.

6.3.      Additional/ ambiguous conditions are not permissible and shall render the
          proposal liable for rejection.


7.        Financial Proposal (Bid)

7.1.      The Firm shall submit the financial bid as per format in Section VI.
7.2.      The approved prices shall remain fixed during a particular year of contract and
          shall not be subjected to variation except TAX incidences.
7.3.      The Financial offer shall be strictly in the format as at Section-VI and any
          variation may render the offer invalid.

8.        DOCUMENTS ESTABLISHING FIRM'S ELIGIBILITY AND QUALIFICATION
8.1.      The Company/ Firm is required to furnish the following documents in the
          technical proposal:

 (i)        Certificate of Incorporation/ Registration.
 (ii)       Copy of Articles and Memorandum of Association or Partnership deed or
            proprietorship deed as the case may be.
 (iii)      Details of the firm along with List of Directors on the Board of the Company
            with their address(es), contact telephone numbers, DIN etc. (Annexure-1)
 (iv)       Board’s resolution in favour of authorized signatory.
 (v)        Attestation of the signature of the authorized signatory by the company
            bankers.
 (vi)       Certificates regarding eligibility conditions as per this tender.
 (vii)      Audited results of last three financial years (FY 2006-07, FY 2007-08 and FY
            2008-09)
 (viii)     A no relative certificate in the format as at Annexure -2.
 (ix)       Bid security, as per the details given in the Notice Details.
 (x)        A certificate from its bankers as evidence that he has financial capability to
            perform the contract.
 (xi)       Any other certificate(s) as per the Tender requirements.


9.        Format, preparation and signing of bids (Proposals)

9.1.      (i) The bidder shall prepare one complete set of original bid and make one
           copy of the same, clearly marking one as ‘Original Bid’ and another as “Copy
           No:1”. The bidder shall submit original and copy no.1 of Un-priced Techno-
           Commercial Bid in one Envelope marked as “A”. There shall be four separate
           financial bids for WIRELINE Contact center Project 1 to Project 4, (in the
           envelope B1, B2, B3 and B4). Original priced financial bid and one copy of
           priced financial Bid, clearly marking as ‘Original Bid’ and as ‘Copy No: 1 shall
           be necessarily kept in the separate Envelope marked as “B1”, “B2”, “B3”,
           “B4”. In the event of any discrepancy between the copies, the original shall




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 15 of 102
        govern. Envelope “A” and “B1”, “B2”, “B3”, “B4” shall be kept in cover I.
        constituents of cover I are summarized as below:

               Cover I

               (a) Envelope A: Original and One copy of Un-priced Technical and
                                 Commercial bid.
               (b) Envelope B1:   Priced financial original & one copy of the priced
                                 financial bid for WIRELINE Contact center Project 1
               (c) Envelope B2:   Priced financial original & one copy of the priced
                                 financial bid for WIRELINE Contact center Project 2
               (d) Envelope B3:   Priced financial original & one copy of the priced
                                 financial bid for WIRELINE Contact center Project 3
               (e) Envelope B4:   Priced financial original & one copy of the priced
                                 financial bid for WIRELINE Contact center Project 4

          (ii) The copy of quality manual and Article or Memorandum of Association
               may be provided in original copy and copy no: 1.”

9.2.   The original and copy of Bid shall be typed or printed and all the pages
        numbered consecutively and shall be signed by the bidder or a person or
        persons duly authorized to bind the bidder to the contract. The letter of
        authorization shall be indicated by written power-of-attorney accompanying
        the bid.     All pages of the original bid, except for un-amended printed
        literatures, shall be signed by the person or persons signing the bid. The bids
        submitted shall be sealed properly. A separate list indicating the indexed
        content and total number of pages shall form part of the bid. Tender document
        purchased by the bidder             along with all the clarifications and
        amendments/addenda to tender document duly signed (in original) on each
        and every page, shall be submitted as part of the bid.

9.3.   The bid shall contain no interlineations, erasures or overwriting except as
       necessary to correct errors made by the bidder in which case such corrections
       shall be signed by the person or persons signing the bid.

9.4.   (i)     The power of Attorney shall be submitted and executed on the non-
        judicial stamp paper of appropriate value as prevailing in the respective
        states(s) and the same be attested by a Notary public or registered before
        Sub-registrar of the state(s) concerned.

        (ii)    The power of Attorney shall be executed by a person who has been
                authorized by the Board of Directors of the bidder in this regard, on
                behalf of the Company/institution/Body corporate.

       (iii)   In case of the bidder being a firm, the said Power of Attorney shall be
                executed by all the partner(s) in favor of the said Attorney.

10.    Sealing & Marking and submission of bids

10.1. The bid shall be submitted in two separate covers viz. Cover I (having
       envelope “A” & Envelope “B1”, “B2”, “B3”, “B4” as per clause no. 9.1 above
       and Cover II. The cover I shall contain the original bid and “copy number 1”
       of the bid duly marked ‘ORIGINAL’ & ‘COPY No.1’. The cover II shall contain




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 16 of 102
          documents establishing bidder’s eligibility along with Bid Security.       Both the
          covers shall be sealed separately by the personal seal of the bidder.

10.2. All the covers and envelope shall bear “Tender for Contact Center Services for
      Wireline services including Broadband and associated VAS” and the words ‘DO
      NOT OPEN BEFORE 1530 hours on ……………………………. 2009 (as per NIT).


10.3. All the covers and envelope shall be addressed to BSNL at the following
       address:

          DGM (MMT)
       Bharat Sanchar Nigam Limited (Corporate Office)
       2nd floor Bharat Sanchar Bhawan Janpath, New Delhi-11001

10.4. All the covers and envelope shall bear “Tender for Contact Center Services for
       Wireline services including Broadband and associated VAS” and the words ‘DO
       NOT OPEN BEFORE (Due time and Date as per NIT).


10.5. The Proposal shall be sent by registered post or delivered in person on the
      address mentioned at Para 10.3 above. The responsibility for ensuring that the
      Proposals are delivered in time would vest with the Firm. BSNL shall not be
      responsible if the Proposals are delivered late or elsewhere

10.6. Venue of Bid proposal (Tender) opening: The proposal (bid) from
      interested eligible firms/ companies delivered in person on the day of bid
      opening shall be accepted up to 11:30 Hrs to Section Officer (MMT) at the
      following address only which is the same as the venue of bid proposal opening.
      The BSNL shall not be responsible if the bids are delivered elsewhere. Bids will
      be opened at the following address:
       Meeting Room Ground Floor,
       Bharat Sanchar Bhawan Janpath New Delhi-110001

10.6.1.     Bids shall be opened at 12:00 Hrs on due date. If due to administrative
            reasons, the venue of bid opening is changed, it will be displayed on the
            Ground Floor at the reception office and notice board of 2 nd Floor of Bharat
            Sanchar Bhawan, Janpath, New Delhi.

10.7. All envelopes shall bear the name and address of the Firm to enable the
      Proposal to be returned unopened in case it is declared ‘late’ or rejected.

10.8. Proposals received either by post or courier service or in person after the
      specified date and time shall not be opened or considered.

10.9. If the covers and envelopes as narrated at Para 9 and sub-Paras of 10 above8
      above are not sealed and marked properly as specified therein, then the bid
      shall be rejected.

10.10. BSNL, at its discretion, may extend the deadline for submission of proposals.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 17 of 102
11.    OPENING OF PROPOSALS

11.1. BSNL shall open TECHNICAL PRPOSALS (bids) at the date, time, and venue
      mentioned in Notice details in the presence of authorized representatives from
      participating firms, who chose to attend. The date fixed for opening of
      Proposals, if subsequently declared as holiday by the BSNL, the proposals shall
      be opened on the next working day, time and venue remaining unaltered.
11.2. The financial Proposals of eligible Firms shall be opened later and eligible Firms
      shall be informed in due course about the date & time of the same.
11.3. BSNL reserves the right to accept or reject any or all proposal (s) prior to
      award of contract without assigning any reason whatsoever and without
      thereby incurring any liability to the affected bidder (s) on the ground of
      BSNL’s action.
11.4. Any effort by a company to influence the proposal comparison/evaluation/ work
      award decision by way of overt/covert canvassing shall result in non
      consideration / rejection of its proposal.

12.    Evaluation

12.1. In the first stage of evaluation, BSNL (referred as purchaser also) shall
      evaluate the proposals to determine whether they are complete, whether
      required bid security has been furnished, whether the documents have been
      properly signed and whether the proposals are generally in order.
12.2. Purchaser shall determine the substantive responsiveness of each of the
      technical and commercial proposals to the requirements of the Tender
      document. A substantively responsive proposal is one which conforms to all
      technical specifications and commercial terms and conditions of the Tender
      document      without    material    deviation/exceptions.  The  purchaser’s
      determination of proposal’s responsiveness shall be based on the contents of
      the proposal itself without recourse to extrinsic evidence.
12.3. During the evaluation, BSNL at its discretion may call upon the bidder to give a
      techno-commercial presentation of its offer, to explain the solution offered its
      capability to undertake the project and to respond to any question from BSNL.
12.4. To assist in the examination, evaluation and comparison of bids, the purchaser
      may, at its discretion ask the bidder for the clarification of its bid. The request
      for the clarification and the response shall be in writing. However, no post bid
      clarification at the initiative of the bidder shall be entertained
12.5. A proposal, determined as substantively non-responsive shall be rejected by
      the purchaser and shall not subsequent to the proposal opening be made
      responsive by the bidder by correction of the non-conformity.
12.6. The purchaser may waive any minor infirmity or non-conformity or irregularity
      in a proposal which doesn’t constitute a material deviation, provided such
      waiver doesn’t prejudice the establishment of techno-commercial parity among
      the proposals.
12.7. The financial proposals of only those bidders, whose techno-commercial
      proposals have been determined as substantively responsive, shall be opened.
      The financial proposals of other bidders, whose techno-commercial proposals
      have been determined as substantively responsive, shall be returned to the
      respective bidders unopened.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 18 of 102
12.8. The Tender shall be evaluated as per Net Present Value of the complete
      proposal, in each contact center project separately.
12.8.1.    For evaluation purpose weightage of 20% shall be given to prices mentioned
           for Non-CDR SSAs, while weightage of 80% shall be given to prices
           mentioned against CDR SSAs


12.8.2.    Further under the pricing head for Non-CDR SSA weightage of 30% shall be
           given for charges for handling calls on IVRS while a weightage of 70% shall
           be given to charges for handling calls by agents.

12.8.3.    For evaluation, price against every line item of the financial bid (Price
           Schedule as per Section- VI) shall be multiplied by 100000. Then Price
           quoted in various years shall be calculated to the net present value (NPV),
           by discounting (on annual basis) at a rate of 12% per annum, for the
           purpose of evaluation. The formula for calculating the NPV of the financial
           proposal in Totality shall be:

        NPV= 0.2*[0.3*{100000*A1/(1+r/100)+ 100000*A2/(1+r/100)2}+
             0.7*{100000*B1/(1+r/100)+ 100000*B2/(1+r/100)2}]
             +0.8*{100000*C1/(1+r/100)+ 100000*C2/(1+r/100)2+
             100000*C3/(1+r/100)3+ 100000*C4/(1+r/100)4+
             100000*C5/(1+r/100)5

        Here A1, A2, B1, B2 are the unit rate in INR (up to two decimal places) for first
        and second year for Financial Proposal (Bid) item no. 1 and C1, C2, C3, C4, C5
        mentioned in the above formula are the unit rate in INR (up to two decimal
        places) for first, second, third, fourth and fifth, year for Financial Proposal (Bid)
        item no. 2 respectively, as quoted in the financial bid. In the above formula
        “r” is the discounting rate of 12% per annum.

12.9. Only hard copy of Original Bid shall be considered for all evaluation purposes.

12.10. BSNL shall prepare a list of such bidders arranged in decreasing order of their
       evaluated NPV figure in Re Terms starting from the lowest (i.e. L1, L2, L3 and
       so on) separately in each contact center project zone, for the purpose of
       awarding work at the approved prices of various items of financial bid.
12.11. The lowest bidder (L1) in respective zone may be called for negotiations, if
       need be. The BSNL reserves the right to counter offer any price.

13.       Award of Contract (PLACEMENT OF ORDER)

13.1.     After evaluation of financial proposals (bids) on Package basis, BSNL shall
          prepare a list of such bidders arranged in ascending order of their evaluated
          NPV figure in Re Terms starting from the lowest (i.e. L1, L2, L3 and so on)
          separately in each zone, for the purpose of awarding work. L1 shall be
          considered for awarding of work in respective zone.

13.2.     No bidder shall be awarded contract in more than two zones for which
          separate financial bids have been invited. In case any bidder becomes L1 in
          more than 2(TWO) zones, the L1 bidder shall vacate the zone(s) in which the
          evaluated L1/L2 ratio is the highest from amongst the zones in which it is L1.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 19 of 102
         The zone(s) so vacated shall be awarded to the corresponding L2 bidder at
         the L1 rate.

13.3.    In any zone, the offer to L2 bidder shall be at the total evaluated package
         price of the L1 of that zone. The evaluated price schedule of the L2 bidder
         shall be recalculated by multiplying the individual line items of the financial
         bid with a factor arrived at by dividing the evaluated L1 package price by
         evaluated L2 package price (herein after referred to as “de-rating”). The L2
         may decline the offer without the risk of forfeiting its bid security.

13.4.    In case L2 bidder declines to accept the offer, the offer shall be made to L3
         bidder of that zone and so on in the same manner as has been made to L2
         bidder.

13.5.    In the event of L2 and so on bidders refusing to accept its package de-rated
         to the price of L1 bidder, BSNL reserves the right to offer the contract for
         more than 2 zones to the L1 bidder. It is mandatory for the L1 bidder to
         accept such an offer and shall perform the whole contract as envisaged in the
         tender document.

14.     Issue of Advance Purchase Order (Letter of intent) and firm Order (PO)

14.1. The issue of an Advance Purchase Order shall constitute the intention of BSNL
      to enter into the contract with the Firm.
14.2. The Firm shall within 14 days of issue of an advance Purchase order give his
      acceptance along with performance security and sign agreement.

14.3. The issue of order shall constitute the award of contract on the Firm. BSNL
      reserves the right to forfeit bid security and also black list the firm for suitable
      period, in case the firm fails to honor the APO without sufficient grounds.

15.     BID SECURITY

15.1. (i) The bidder shall furnish, as part of his bid, a bid security for an amount of
       Rs 1.0 Crore (RUPEES one Crore) ONLY per contact center project, separately.
       The bidders (small scale units) who are registered with National Small Scale
       Industries Corporation UNDER SINGLE POINT REGISTRATION SCHEME are
       exempted from payment of bid security up to the amount equal to their
       monetary limit. OR Rs. Fifty lakhs whichever is lower:

               a. A proof regarding current registration with NSIC for the tendered items
                  will have to be attached along with the bid.

               b. The enlistment certificate issued by NSIC will not be permanent and
                  shall be renewed within two years of its presentation.

               c. The unit claiming concession of NSIC is required to submit its monthly
                  turnover in support of its claim for meeting the delivery schedule.

        (ii)     If a vender registered with NSIC under single point registration scheme
                   claiming concessional benefits is awarded work by BSNL and
                   subsequently fails to obey any of the contractual obligations, he will be




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 20 of 102
               debarred from any further work/ contract by BSNL for one year from the
               date of issue of such order.

15.2. The bid security is required to protect the purchaser against the risk of bidder’s
       conduct, which would warrant the forfeiture of bid security pursuant to Para
       15.7.

15.3.   The bid security shall be in the form of a bank Guarantee issued by a
        scheduled bank in favour of the purchaser, valid for a period of 180 days from
        the date of tender opening.

15.4. A bid not secured in accordance with Para 15.1 & 15.3 shall be rejected by the
       Purchaser being non-responsive at the bid opening stage and returned to the
       bidder unopened.

15.5. The bid security of the unsuccessful bidder shall be discharged/returned as
       promptly as possible, but not later than 30 days after the expiry of the period
       of the bid validity.

15.6. The successful bidder’s bid security shall be discharged upon the bidder’s
       acceptance of the advance purchase order satisfactorily and furnishing the
       performance security.

15.7. The bid security may be forfeited:
      (a) If the bidder withdraws his bid during the period of bid validity specified by
          the bidder in the Bid form or

        (b) In the case of successful bidder , if the bidder fails :

           (i)  To sign the contract or
           (ii) To furnish performance security (Also referred as Performance Bank
           Guarantee PBG in this tender document).

        (c) In both the above cases, i.e 12.7 (a) & (b), the bidder shall not be eligible
            to participate in the tender for same item for one year from the date of
            issue of APO. The bidder will not approach the court against the decision of
            BSNL in this regard.

16.     Performance Bank Guarantee (PBG)

16.1. The successful bidder firm shall provide within 14 days from the APO date, a
      performance Bank Guarantee for an interim amount Rs. 3 Crore (Rupees Three
      Crore only) valid for a period of one year to the APO placing authority per
      Contact center Project separately.


16.2. The value of PBG will be reviewed & revised by the respective circles based on
      the invoice value of first six months. The value of PBG will be 5% of the
      expected total value of contract for three years and shall be submitted within
      one month from the date of such revision by the Circle. Having done this in all
      the circles of respective contact center projects, initial PBG of Rs. 5 Crore
      (Rupees Five Crore) in case of that particular zone will be returned by the BSNL
      provided it is not already en-cashed. Further revision will be done annually by
      the Circles.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 21 of 102
16.3. Revised PBG (s) shall be valid for 3 years. PBG (s) will be in the format as per
      Section-IX.
16.4. If the Firms desires, Demand Draft (DD) for the full amount can also be paid in
      place of PBG, as Security Deposit (SD). However, it is clarified that SD carries
      no interest.
16.5. Bid Security, without any interest thereon, will be returned on submission of
      PBG (s)/ SD.
16.6. The firm order will be placed on successful Bidder (CCSP) by the concerned
      Circles where contact centers are located in accordance with the authorization
      to be issued by BSNL Corporate Office, after the short-listed Firm deposits the
      PBG/ SD with the designated authority and signs agreement.
16.7. For extension of contract beyond three years, PBG shall have to be renewed
      accordingly.
16.8. The bidder shall ensure that performance bank guarantee (PBG) is send to the
      purchaser directly by the issuing bank under Registered Post (A.D). In
      exceptional circumstances where the PBG is submitted by the bidder to the
      purchaser, the bidder shall ensure that an unstamped duplicate copy of the
      PBG is send immediately by the bank direct to the purchaser by Registered
      Post (A.D)

16.9. The bid security may be forfeited:

       (i)       If the bidder withdraws his bid during the period of bid validity as in this
                 document or

       (ii)      In the case of successful bidder, if the bidder fails:

                 a) to sign the contract on allocation of work or

                 b)   to furnish performance security as required herein

16.9.1.      In both the above cases, i.e. (i) & (ii), the bidder shall not be eligible to
             participate in the Tender process for same item for one year from the date
             of issue of APO. The bidder shall not approach the court against the decision
             of BSNL in this regard.

17.    TIME PERIOD TO ESTABLISH THE Contact centers

17.1. The successful firm referred as “CCSP” shall establish the Contact centers
      operations get tested for acceptance by BSNL and declare “Ready to Use”
      within 3 months from the date of Placement of Order (PO).

17.2. The CCSP shall propose the test schedule within 8 weeks of issue of P.O. for
      testing of functional requirements including validation of various reports
      generated by the system. This test schedules shall be examined by BSNL and
      finalized within 2 weeks of receipt of the same to make it as a reference
      document for testing.




[Contact Center for wire-line services, Broadband and associated VAS]     [Signature of bidder] Page 22 of 102
17.3. BSNL shall perform the functional testing as per this test schedule finalized.
      The CCSP shall arrange to provide the necessary tools and support for carrying
      out above tests.
17.4. Based on functional test report, BSNL shall declare Contact center “Ready to
      USE” After 90 days, after which, Contact center start rendering services to
      BSNL in first SSAs of the circle(s) covered by that particular contact center.
      This date shall be referred to as the “Date of Ready to USE”. This date shall be
      for further reference of the contract period.


18.    CERTIFICATE ABOUT RELATIVES IN BSNL

18.1. The bidder shall give a certificate that none of his/her near relative is working
       in the units as defined below where he is going to apply for the tender. In
       case of proprietorship firm certificate shall be given by the proprietor. For
       partnership firm certificate shall be given by all the partners and in case of
       limited company by all the Directors of the company excluding Government of
       India/Financial institution nominees and independent non-Official part time
       Directors appointed by Govt. of India or the Governor of the state and full time
       Directors of PSUs both state and central. Due to any breach of these
       conditions by the company or firm or any other person the tender shall be
       cancelled and Bid Security shall be forfeited at any stage whenever it is
       noticed and BSNL shall not pay any damage to the company or firm or the
       concerned person.

       The company or firm or the person shall also be debarred for further
       participation in the concerned unit.
       The near relatives for this purpose are defined as:-

       (a) Members of a Hindu undivided family.

       (b) They are husband and wife.

      (c) The one is related to the other in the manner as father, mother, son(s) &
          Son’s wife (daughter in law), Daughter(s) and daughter’s husband (son in
          law), brother(s) and brother’s wife, sister(s) and sister’s husband (brother
          in law).
18.2. The format of the certificate to be given is as at Annexure-2.

19.    Training

19.1. All agents and their supervisors must be regularly trained and updated about
      BSNL and its services/ tariff etc. so that they are able to provide satisfactory
      service. Suitable infrastructure including on-line individual terminals for training
      shall be available in CCSP premises at all locations.

19.2. It shall be responsibility of CCSP to immediately update its agents about the
      schemes launched by BSNL. Daily briefing & de-briefing sessions of short
      duration with the agents at the time of shift change over shall be necessary.
19.3. The Firm shall provide training on familiarization of various equipment and its
      functionalities to BSNL staff free of cost.

19.4. The contact center shall also be responsible for cross training sufficient number
      of agents in all four contact centers to be able to handle the overflow traffic



[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 23 of 102
       from other circle contact centers. This shall include tariff plans, products and
       languages used in these other circles.
19.5. All training curriculum shall be prepared by CCSP in consultation with BSNL.
      Any modifications to the delivery or curriculum shall require written consent
      from BSNL. Service Partner shall provide suitable trainers, at their expense, to
      attend Train the Trainer (TTT) sessions conducted by BSNL Training team.
      Following approximately 3 weeks of training they shall become trainers for all
      BSNL programs, (outbound process, product and skill based programs), subject
      to certification by BSNL. A BSNL trainer shall then accompany these persons for
      their first agent training session in the Service Partner’s premises.
19.6. For training on BSNL CRM system, BSNL shall provide the required training to
      access and navigate the CRM system to 20 persons nominate by CCSP in a
      zone for 5 working days, at BSNL designated training center. All the expenses
      of these nominated persons like lodging, boarding, travelling etc. shall be borne
      by CCSP. CCSP then arrange and carry out training of further agents by these
      persons trained by BSNL, at their premises.
19.7. BSNL shall have the right to check the quality of agents as and when required
      by BSNL. In case any agent is found lacking in product knowledge / language
      skills / customer interaction skills, etc.   CCSP shall be required to take
      necessary remedial action within the time as stipulated by BSNL. Failure to act
      on CCSP`s part may attract action as deemed fit by BSNL.

20.    Penalty
20.1. Liquidated Damage (LD)- The successful firm referred as “CCSP” shall establish
      all the Contact centers operations of a zone get tested for acceptance by BSNL
      and declare “Ready to Use” within 3 months from the date of Placement of
      Order (PO) for respective contact center. Failure to declare Contact centers
      “Ready to use” for all the SSAs integrated to contact center covered by that
      Contact center in the stipulated period of 3 months from the date of firm PO,
      shall result in imposition of penalty as in the subsequent Para.


20.1.1. In case CCSP fails to start contact center services in all the SSAs of that
        contact center within 3 months, BSNL shall declare contact center ready to
        use after 3 months for whatever number of SSAs are integrated to contact
        center and contact center services can be started. Penalty for non-integration
        of remaining SSAs shall be as below:

       Delay in non-integration SSAs: For each week of delay after 3 months from
       the date of PO, damages in INR as per following formula shall be levied:

                       10,00,000 x No. of SSA left out
                       (Total no. of SSAs proposed to be
                       Covered by the contact center)

       For the purpose of above calculation, 1st Day of every week shall be the
       reference. Liquidity Damages shall have an upper ceiling of 1 Crore.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 24 of 102
20.1.2. In case, the CCSP fails to integrate with all the SSAs for more than 6 months
        (from date of PO), then BSNL at its discretion may terminate the contract and
        forfeit Security deposit/Performance security.

20.2. Penalties for Operational Performance- Operational performance, Quality
      of service and also penalty for failing to meet prescribed benchmarks, shall be
      assessed & decided every month based on SLA parameters defined in the
      Section-IV.
20.3. Calculation of penalties due to LD and non adherence to SLAs shall be done
      separately for respective contact centers in any Contact Center Project (Zone).

20.4. The applicable LD and SLA penalties are separate items and shall run
      concurrently independently.
20.5. As defined later in this tender document also, Penalty on account of non
      compliance of SLAs during the first three months of operations of contact
      center by CCSP (i.e. three months from the date the contact center starts
      rendering the service to BSNL) may be relaxed by BSNL in case BSNL decides
      the same to be justified in view of stabilization of operations. This period of 3
      months will be from the date of starting contact center services in the first
      SSA.


21.     Pricing Policy

21.1.    The pricing for Contact center services shall be made on Per Connect Minute
         (PCM) basis.
21.2.    The pricing under this model is as below:

      S. No    Pricing component                        Pricing metric
         1     Calls handled on IVRS (only              Price per connect minute*
               applicable for non-CDR SSAs)
         2     Inbound     and    outbound  calls       Price per connect minute*
               handled by agents

        * These prices include entire scope of work stated in this document including
        all infrastructure, IT and maintenance charges. These shall factor in charges for
        agents required to respond to non-voice requests through SMS/E-mail/Web
        Portal etc.

21.3.    Pricing conditions: The above pricing shall adhere to following conditions:

21.3.1. For calls on IVRS: The acceptable Average Call Handling Time (ACHT) at IVRS
        for invoicing purpose shall be capped at 120 seconds per call. The limit shall
        remain the same for calls from all three segments of customers (Entry,
        Second and third levels). In other words, in case actual ACHT for IVRS
        exceeds 120 seconds then payment shall be made @ AHCT = 120 seconds,
        only. In case ACHT for IVRS is less than 120 seconds then payment shall be
        made as per actual. ACHT defined in KPI-01 of Section-IV.


21.3.2. Same pricing rates shall be used for inbound and outbound connect minutes.
        Financial bids shall be as per format in Section-VI.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 25 of 102
21.3.3. For inbound calls handled by agents:          The acceptable Average call
        Handling time by agents for invoicing purpose shall be capped for different
        category of customers as per the table below.


           The average call handling time for agents is a measure to ascertain average
           talk time taken by agent in satisfying the subscriber while maintaining the
           required quality of content & presentation. This measures the time it takes for
           the customers to be successfully serviced by the CCF agents. Measurement of
           talk time duration will start from the moment, the agent picks up the call till
           end of conversation.


           The different segments have been defined at Para 3 in Section-III. In case
           actual ACHT for different segments exceeds their respective limits, then
           payment shall be made @ AHCT = respective limits, only. In case ACHT is
           less than respective limits, then payment shall be made as per actual.

       Sl               Segment                Tentative           Average call handling
                                               proportion     of   time (ACHT) by Agent
                                               subscriber base     (to be used as upper
                                                                   Limit   for  payment
                                                                   purposes)
       1        Entry Level (Wire line)              75%           150 Seconds
       2        Second Level (Broad Band             20%           300 Seconds
                Customers)
       3        Third   Level    (Corporate           5%           300 Seconds
                Customers,              CIC,
                Franchises etc.)

       BSNL shall provide the database of phone numbers of customers falling in third
       level and CCSP systems shall be able to identify customer based on his/her
       number and route it accordingly to provide a required service level . For CDR
       SSAs this routing of calls to third level shall be done by BSNL.

       Subscriber shall be given option in IVRS to select his/ her category i.e. wire-
       line or Broadband & VAS and according call shall be routed to agents of Entry
       level and second level. System shall have the capability to maintain a list of
       numbers belonging to third level as provided by BSNL. System shall have the
       capability to dip into such database to ascertain if the CLI belongs to third level
       of segment stated above. If found matching, the call shall be routed to the
       relevant IVRS tree branch or the third segment agents.


21.3.4. BSNL reserves the right to revise these average call handling time limits (for
        IVRS as well as agents calls) as per requirements and with mutual
        consultations within initial 6 months of date of “Ready to use”.

21.3.5. The bidding firms can use the industry standards for BSNL customer base of
        wire-line and Broadband customers as mentioned in this tender document, for
        the purpose of projecting call volumes and further dimensioning purpose. Also
        as the required service level requirements for different category of customers




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 26 of 102
          would differ, the proportion of different category of subscribers shall be as
          defined in the Technical specification Section-III of this document.


21.3.6. No payments shall be made for incoming connect minutes generating out of
        repeat calls exceeding 15% of the connect minutes from unique callers. In
        other words, if the quantum of connect minutes through repeat calls exceeds
        15% of the connect minutes from unique callers, connect minutes arising
        from such repeat calls shall not be considered for billing and payment. For
        example, there were total connect minutes 100, out of which 80 minutes were
        from unique callers and 20 minutes were from repeat callers. Payment shall
        be made for 92 minutes i.e. 80 minutes + 12 minutes (15% of 80 minutes).


21.3.7. Short duration calls which are less than 10 second duration at IVRS or at
        Agent level, shall not be considered for the purpose of invoicing and payment.


21.3.8.    A call being answered by agent might continue to be served through IVRS;
           in such a case, payment shall be made based on MOU period at agent only.

21.4.     Outbound calls handled by agents: A preliminary list of outbound call
          types is mentioned at Para 4.2 of Section-III (Technical specification).
          Outbound calls shall be made by the CCSP as per BSNL requirements from
          time to time. The processes, rules and regulations for making such calls shall
          be detailed out and agreed upon as part of statement of procedures between
          CCSP and BSNL. No separate payment shall be made for outbound calls for
          calls lost in queue , or calls where proper information was not recorded by
          agent in first instance, or calls made to inbound callers for whom the waiting
          time was more than 100 seconds and call were not answered and caller
          registered for a call back.

21.5.     For certain types of outbound calls (for e.g., telemarketing calls), BSNL shall
          provide a rolling, next 2 month, call volume forecast, month wise before the
          end of each month. BSNL shall also specify Average call handling time for
          such call types. CCSP is expected to make provisions for manpower and other
          required infrastructure to meet these requirements based on its experience
          and the said rolling forecasts.

21.6.     For every type of outbound calls an upper limit of talk time in connect
          minutes shall be fixed before this exercise is taken up by BSNL in consultation
          with CCSP. In case ACHT is less than respective limits in various outbound
          calling types, then payment shall be made as per actual.
21.7.     The Bidder is required to quote their prices as per format in Section- VI.

22.     PAYMENT TERMS
22.1. Invoices for Non-CDR SSAs and CDR SSAs shall be prepared and submitted
      separately. SLA applicability and calculation of associated penalties shall also
      be done independently in both types of invoices.
22.2. CCSP shall submit Bill, in triplicate, on monthly basis for each contact center to
      the officer nominated by BSNL as in-charge of the Contact center by 5th of
      every month for the services rendered in the preceding calendar month.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 27 of 102
22.3. Minutes of Usage (MOU) for calls successfully answered are to be calculated
      and mentioned separately in the Bill. CCSP shall provide the day-wise details of
      MOU & SLAs with break-up for each type.
22.4. For payments and raising invoices for CDR SSAs, related information from CDR
      contact center infrastructure like talk time of agents and SLA reports shall be
      provided by BSNL by the end of 3rd day of every month.
22.5. For the purpose of payment, invoice shall be submitted along with all
      supporting documents on the basis of which the invoice has been prepared like
      (but not limited to) following:
          (i)    Total qualifying connect-minutes on IVRS (for non-CDR SSAs), as
                 per conditions mentioned above.
          (ii)   Total qualifying connect-minutes on agents (for inbound calls and
                 outbound calls) as per the conditions above.
          (iii)  Performance report on all SLAs and KPIs and           calculation of
                 applicable penalties (if any)
          (iv) Any other documents as applicable

23.    FORCE MAJEURE

23.1. If, at any time, during the continuance of this contract, the performance in
      whole or in part by either party of any obligation under this contract is
      prevented or delayed by reasons of any war or hostility, acts of the public
      enemy, civil commotion, sabotage , fires, floods, explosions, epidemics,
      quarantine restrictions, strikes, lockouts or act of God (hereinafter referred to
      as events) provided notice of happenings of any such eventuality is given by
      either party to the other within 21 days from the date of occurrence thereof,
      neither party shall by reason of such event be entitled to terminate this
      contract nor shall either party have any claim for damages against other in
      respect of such non-performance or delay in performance, and deliveries
      under the contract shall be resumed as soon as practicable after such an event
      come to an end or cease       to exist, and the decision of the Purchaser as to
      whether the deliveries have been so resumed or not shall be final and
      conclusive. Further that if the performance in whole or part of any obligation
      under this contract is prevented or delayed by reasons of any such event for a
      period exceeding 60 days, either party may, at its option, terminate the
      contract.

23.2. Provided, also that if the contract is terminated under this clause, the BSNL
      shall be at liberty to take over from the Bidder at a price to be fixed by the
      purchaser, which shall be final, all unused, undamaged and acceptable
      materials, bought out components and stores in course of manufacture which
      may be in possession of the Bidder at the time of such termination or such
      portion thereof as the purchaser may deem fit, except such materials, bought
      out components and stores as the Bidder may with the concurrence of the
      purchaser elect to retain.

24.    Termination of contract

24.1. The BSNL reserves the right, without prejudice to any other remedy for breach
      of contract, by written notice of 30 days for default, sent to the Company;
       terminate this contract in whole or in part without any liability.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 28 of 102
24.1.1. If the Company fails to manage the Contact center as per contract or fails to
        perform any obligation(s) under the Contract or is penalized repeatedly;
24.1.2. If the Company in either of the above circumstances after receipt of the
        default notice from the BSNL does not remedy its failure within a period of 7
        days (or such longer period as the BSNL may authorize in writing).
24.1.3. If the company fails to maintain a reasonable performance on SLAs and KPIs
        over a reasonable period of time (3 months) then BSNL reserves the right to
        terminate its contract with the firm
24.2. BSNL reserves the right to discontinue the contract any time in future
      depending upon its network conditions or market scenario or directive from the
      regulator/ licensor or due to change in its own licensing conditions or upon
      directions from the competent Government authorities.
24.3. In case of termination of contract the CCSP shall be required to continue
      providing services for a suitable period of time (defined below) and shall extend
      all support for smooth transitioning of services through a different operator.
       In case of contract terminating at the end of contract period, this time limit
       shall be 3 months. In case of early termination this limit shall be 6 months.


25.    TERMINATION FOR INSOLVENCY

25.1. The BSNL may at any time terminate the Contract by giving written notice to
      the Bidder, without compensation to the bidder. If the bidder becomes
      bankrupt or otherwise insolvent as declared by the competent court provided
      that such termination shall not prejudice or affect any right of action or remedy
      which has accrued or shall accrue thereafter to the BSNL.

26.    ARBITRATION

26.1. In the event of any question, dispute or difference arising under this agreement
      or in connection there-with (except as to the matters, the decision to which is
      specifically provided under this agreement), the same shall be referred to the
      sole arbitration of the CMD, BSNL or in case his designation is changed or his
      office is abolished, then in such cases to the sole arbitration of the officer for
      the time being entrusted (whether in addition to his own duties or otherwise)
      with the functions of the CMD, BSNL or by whatever designation such an officer
      may be called (hereinafter referred to as the said officer), and if the CMD or
      the said officer is unable or unwilling to act as such, then to the sole arbitration
      of some other person appointed by the CMD or the said officer. The agreement
      to appoint an arbitrator shall be in accordance with the Arbitration and
      Conciliation Act 1996. There shall be no objection to any such appointment on
      the ground that the arbitrator is a Government Servant or that he has to deal
      with the matter to which the agreement relates or that in the course of his
      duties as a Government Servant he has expressed his views on all or any of the
      matters in dispute. The award of the arbitrator shall be final and binding on
      both the parties to the agreement. In the event of such an arbitrator to whom
      the matter is originally referred, being transferred or vacating his office or
      being unable to act for any reason whatsoever, the CMD, BSNL or the said
      officer shall appoint another person to act as an arbitrator in accordance with
      terms of the agreement and the person so appointed shall be entitled to
      proceed from the stage at which it was left out by his predecessors.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 29 of 102
26.2. The arbitrator may from time to time with the consent of both the parties
      enlarge the time frame for making and publishing the award. Subject to the
      aforesaid, Arbitration and Conciliation Act, 1996 and the rules made there
      under, any modification thereof for the time being in force shall be deemed to
      apply to the arbitration proceeding under this clause.
26.3. The venue of the arbitration proceeding shall be the office of the CMD, BSNL,
      New Delhi or such other places as the arbitrator may decide.

27.    SET OFF

27.1. Any sum of money due and payable to the bidder (including security deposit
       refundable to him) under this contract may be appropriated by the purchaser
       or the BSNL or any other person(s) contracting through the BSNL and set off
       the same against any claim of the Purchaser or BSNL or such other person or
       person(s) for payment of a sum of money arising out of this contract or under
       any other contract made by the bidder with the Purchaser or BSNL or such
       other person(s) contracting through the BSNL.

28.   INDEMNIFICATION
28.1. Bidder has to given an indemnity bond as per Section VIII along with the
       technical bid.

29.    Confidentiality

29.1. Bidders (CCSP) shall treat all documents / data / software or part of them,
      which BSNL may provide or CCSP shall acceess, as strictly confidential and
      maintain secrecy for the same.

29.2. The CCSP shall maintain full confidentiality of the data supplied while answering
      customer queries/complaints. Under no circumstances the CCSP shall
      divulge/reveal/share such data for the purpose other than for meeting BSNL’s
      requirement. The equipment, agents and infrastructure including the building
      meant for BSNL operations, shall not be used or shared, in any circumstance,
      with any competitor of BSNL or for telecom related service of other service
      providers. Any violation of this confidentiality clause may result in suitable
      penalty and /or termination of the contract, forfeiture of SD/ encashment of
      PBG. BSNL shall reserve the right to black-list the CCSP on all India bases. The
      decision of BSNL shall be final in this regard and binding on the CCSP.

29.3. Bidder (CCSP) shall not publish, disclose any information about, make available
      or otherwise dispose of the document / data / software or any part or parts
      thereof to any third party, directly or indirectly without prior written consent of
      BSNL.

29.4. Bidder (CCSP) shall restrict access to the documents/data/software only to
      those of their employees to whom it will be felt necessary and relevant for the
      contact center operations and shall draw the provision of this committement to
      BSNL made by the bidder, to the personal attention of those of its employees
      to whom access to the document/data/software will be granted.

30.    Court Jurisdiction:-




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 30 of 102
  (i)    Any dispute arising out of the Tender/bid document/ evaluation of bids/issue
         of APO shall be subject to the jurisdiction of the competent court at the place
         from where the NIT/Tender has been issued.

  (ii)   Where a Bidder has not agreed to arbitration, the dispute/claims arising out
         of the Contract/PO entered with him shall be subject to the jurisdiction of the
         competent Court at the place from where Contract/PO has been issued.
         Accordingly, a stipulation shall be made in the contract as under.

“This Contract/PO is subject to jurisdiction of Court at New Delhi only”.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 31 of 102
                                        Section -III

                                Technical Specifications

1.       GENERAL

1.1.     CCSP shall operate the contact centers on 24 x 7 basis as per BSNL Services
         requirement and shall have to ensure highest standards in the areas like
         acoustic effect, air-conditioning, equipment quality, security, safety of
         personnel & equipment; work station PC as per specifications mentioned in
         later part, headsets, proper spacing between two agents (at least 40 square
         feet super built-up area per workstation) and uninterrupted power supply,
         apart from professionalism. The quality of aesthetic look, lighting, space and
         over all environments in the Contact center shall be of International level.
1.2.     Each contact center shall have adequate space to accommodate agents based
         on present requirement and also to expand the contact center as per the
         increase in the subscriber base/ traffic. Details of existing network and
         systems are available at Annexure- 6.
1.3.     There shall be separate and adequate space to host technology equipments/
         servers with adequate safety & security and accessible to administrative users
         only.
1.4.     The Contact centers shall be owned installed and maintained by the CCSP
         however Passive infrastructure i.e. space, power as specified in 5.1.2, agent
         furniture, PC only are also permitted to be leased rented for at least 5 years.
1.5.     UPS shall be in at least N+1 configuration. There shall be a minimum of two
         hours UPS Battery backup. Generator back up shall be in N+1 to operate
         complete infrastructure.
1.6.     The infrastructure shall be provided with suitable fire detection and fire
         fighting equipments as per the laws
1.7.     CCSP shall be required to comply with conditions specified by Licensor/
         Regulator and Government, from time to time.

2.       AGENTS or CUSTOMER SERVICE ASSOCIATES
2.1.     CCSP shall deploy adequate number of agents for each of the languages
         spoken in the circles served by the Contact center. Agents shall be fluent to
         speak & understand/ answer in the language for which they are deployed.
2.2.     Agents shall be fully trained in class rooms with adequate exposure to CRM
         terminals so as to make them fully confident not only to answer different type
         of queries asked by the subscribers but also guide them to opt for BSNL
         products/ services/ promotional schemes/ handset and Customer premises
         equipment configurations, especially for broadband and other VAS customers
         etc.
2.3.     Deployment of Agents shall be distributed among different shifts in such a
         way that SLA as defined is met on hourly basis round the clock.
2.4.     Some of the agents are to be deployed for out-bound calling, on same terms
         & conditions, to get response on repeat callers/Lost in queue/Welcome
         call/Plan up-selling/Customer satisfaction survey/product information, as
         desired by BSNL.

2.5.     If complaint is received against any of the CCSP’s staff or his/her performance
         is found to be lacking in the opinion of BSNL then CCSP shall be informed



[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 32 of 102
         about complaint(s)/performance deficiencies and CCSP would be required to
         take necessary remedial action. Failure to act on CCSP‘s part shall attract
         penal provisions.

2.6.     The CCSP shall necessarily comply with various provisions in Labor Laws as
         may be applicable now and in future. Any violation in this regard, shall
         empower BSNL, being principal employer, to take all possible corrective
         actions and recover the cost of such actions from the CCSP and also terminate
         the contract, if need be. BSNL shall not be liable for any action
         taken/grievance made by the staff of CCSP under the provisions of labor laws.
         There shall not be any employer & employee relationship between BSNL &
         staff of CCSP.

3.       SEGMENTATION

3.1.     There shall be following three tier segmentation of the customers being
         served through Contact center as below:

3.1.1.   Entry level segment: Serving general complaints and queries of subscribers
         with entry level agents, who shall be at least under Graduate (Class XII
         pass)/ Graduate and with certification course in Computer literacy (MS Office
         etc.).
3.1.2.   Second level segment: These Agents shall be at least Graduate with
         certification course in Computer literacy (MS Office etc.) and shall have
         minimum 3 months experience at Entry level and shall come to this level by
         promotion These agents serve subscribers not covered in the entry level and
         Broadband customers. CCSP can deploy agents with at least 3 months
         experience in any other contact center as well.
3.1.3.   Third level segment: These Agents deal with important segment of BSNL
         services and shall serve franchisees/ Commercially Important Customers
         (CICs), corporate subscribers. Therefore these agents shall have minimum
         qualification as required for second level along with minimum of 3 months
         experience at second level and shall come to this level by promotion. It is
         worth mentioning here that CRM shall store Mobile number of franchisees,
         CICs and corporate users, based on input given by BSNL. CCSP can deploy
         agents with at least 6 months experience in any other contact center as well.

4.       Services

4.1.     Inbound Voice Service: Handling of calls from existing or prospective
         consumers on 24 x 7 basis to resolve queries / complaints and give
         information relating to services.

4.1.1.   For Wire-line/Broad band/VAS customers few examples of service from
         contact centers are handling and resolution of various types of
         requests/queries/enquiries, Directory Enquiry, Cross selling/up-selling, new
         connection requests, Lead capture and forwarding to sales force, VAS service
         requests, reconnection requests, disconnection requests, complaints
         registration and status check, trouble shooting, technical support over phone,
         SMS feedback on complaints, Bill payment through IVRS, Check
         balance/outstanding, Duplicate bill requests, bidd detail explanation etc.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 33 of 102
4.1.2.   Few more examples of services to be provided from contact centers are New
         Provisioning, tracking of provisioning, modifications requests for Plan change,
         modem change, CPE change, shifting, enquiry on usage, enquiry on user ID,
         enquiry on portal ID, Password reset (bridge mode), Password reset (PPPoE
         mode), E-mail password reset, Low speed of connection, particular web-site
         not opening, no web-site opening, modem fault, Broadband connection errors
         messages of various types, Enquiry/help on LAN and modem configuration,
         modem LED indications, Email problem, outlook configuration, billing enquiry,
         billing complaint, voucher based complaints in case of pre-paid services etc.

4.1.3.   Connect per minute model shall be adopted by BSNL for Inbound Voice
         Service.

4.2.     Outbound Voice Service: Outbound voice service shall operate between
         8:00 am and 8:00 pm on all days including Sunday and gazette holidays.
         Outbound calls can be made through IVRS as well as by agents.
4.2.1.   Connect per minute model shall be adopted by BSNL for outbound Voice
         Service.

4.2.2.   Indicative Outbound Calling Services
(i)      Outbound Tele-calling along with Feet on Street Integration shall cover the
         following functional areas and shall be undertaken for different functional
         areas with the permission of BSNL only:.

(ii)     Sales & Marketing: These calls maybe to BSNL customers or to non-
         customers. These include calls related to primary acquisition, cross sell/up-
         sell.

(iii)    Credit & Collections: These include calls to BSNL customers, both existing and
         exited, related to payment reminders, Cheque bounce, credit limit related
         reminders and payment collection.

(iv)     Customer Service: These calls are to BSNL customers, both existing and
         exited. The calls are related to information, general relationship management,
         complaint resolution, proactively managing relationship to avoid churn and
         retaining the customers who have requested a disconnection of their BSNL
         subscription. This shall also include zero usage new customers, zero usage
         existing customer, tariff fitment calling, 90 days health check.

(v)      CCSP shall display existing/potential functional expertise, understanding and
         capability to manage current and new campaigns in each one of the functional
         areas, especially in the context of the domestic telecom industry.

(vi)     Welcome Call: The new subscribers are proactively contacted within 3 days
         of subscription to help the customer enter the new system and develop a
         comfortable bond. This would help BSNL to delight our consumers and hold on
         to them for a longer time.

(vii)    First Bill Call: The new subscribers are proactively contacted with a view to
         explain the bill layout, calculations etc. In addition, all customer request(s) /
         complaint(s) during the call are registered.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 34 of 102
(viii)    Revenue Enhancement: Contact existing customers to give best fit plans,
          up-sell promos, cross sell internet/broadband to basic phone users etc

(ix)      Complaint Call Back: The Complaint Call back team shall receive cases
          where the inbound voice service team could not provide resolution (e.g.
          complex request/escalation, system failure during the inbound call, customer
          requests a call back in middle of call etc.). Also, this team shall proactively
          contact to inform customer about the resolution / enquire about the
          satisfaction from the resolution.

(x)       Retention Callings: outbound calling for customer retention and customer
          churn management.

(xi)      Other Outbound Calls: As per the need, other outbound calls may be
          introduced.

(xii)     Non Voice Services: Queries from all other channels – SMS, e-mail, physical
          mail, chat, fax and website.

(xiii)    Call back for trouble shooting of Complaints and call back to repeat callers
          and lost in queue or to customers who registered for a call back.

(xiv)     Call made to seek clarification from customer in case complaint was not
          correctly / specifically recorded in the first instance.

(xv)      Outbound calls for customer satisfaction survey.

(xvi)     Calls shall be made to each of the inbound callers whose inbound calls were
          not answered by the CCSP agent and the call waiting time was more than 100
          seconds. Such call shall be made within 24 hours of such incoming Call.

(xvii)    For certain types of outbound calls (for e.g., telemarketing calls), BSNL shall
          provide a rolling, next 2 month, call volume forecast, month wise before the
          end of each month. BSNL shall also specify Average call handling time for
          such call types. CCSP is expected to make provisions for manpower and other
          required infrastructure to meet these requirements based on their experience
          and the rolling forecasts.

(xviii)   Average Call Handling Time (ACHT) = Talk time + Hold time + Wrap-up time
          in handling Customer transaction on the phone, excluding idle time.

          Hold + Wrap up time shall not exceed 7.5% of average talk time.

(xix)     CCSP is expected to make provisions for manpower and other required
          infrastructure to meet its obligations herein on a day to day basis based on its
          experience and the said rolling forecast.

5.        Infrastructure for extending Contact center services to Non-CDR SSAs
5.1.      INFRASTRUCTURE & EQUIPMENT




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 35 of 102
5.1.1.   The CCSP shall carry out the job using its own resources including manpower,
         contact center agents, contact center equipment’s like CRM, EPABX, CTI,
         ACD, IVRS, Fax machines and all other necessary hardware and software.
5.1.2.   The capacity of Servers, EPBX, IVRS, announcement cards & PRI Ports shall
         be sufficient not only for current traffic/subscriber base but it shall be
         scalable/ upgradeable seamlessly, both from hardware and software point of
         view, to meet the future requirement and SLA parameters during currency of
         the contract.
5.1.3.   Transmission media i.e. EI or PRI shall be provided by BSNL in consultation
         with the CCSP.
5.1.4.   The CCSP shall specify its project implementation plan along with full details
         of the system, equipment, capacity and other details as required for technical
         evaluation and shall subsequently ensure full compliance.

5.1.5.  For monitoring the performance of Contact center, the successful bidder shall
        submit the standard report formats required to measure/ verify the various
        SLAs. In absence of live traffic before commissioning, sample calls to the
        extent of 10,000 shall be arranged by the CCSP to demonstrate satisfactory
        services/ MIS/ invoice verification.
5.1.6. The Contact center shall support Interactive Voice Response System (IVRS),
        which shall logically be front-end for all incoming calls and process them in
        accordance with a pre-configured call-flow. In case, user wants to talk to
        agent at any stage of the IVRS tree & presses pre-designated digit,
        accordingly call transfer to the agent would be made by IVRS/ PBX system.
5.1.7. The IVRS system shall also be capable of accepting online payments through
        credit card (in secure mode, without any human interaction required).
5.1.8. The Contact center shall support Automatic Call Distribution (ACD) and
        Automatic Call Routing on the basis of pre-configured Call flow to different
        segment levels i.e. Entry level, second level & CIC Class, Agent’s skill-set,
        Agent’s availability etc.
5.1.9. Adequate number of IVRS/ ACD ports to be provided to ensure that all calls
        meant for the Contact center are able to reach the Contact center and are not
        blocked at TAX of BSNL for want of IVRS ports.
5.1.10. CCSP shall provide IP Phone/ Soft phone application as well as a computer
        workstation for agents with the requisite Agent & CTI application. Excellent
        quality headsets with background noise cancellation feature shall be provided
        to agents.

5.2.     IVRS

5.2.1.   There shall be separate IVR content/tree structure, may be virtually
         partitioned in the same system, for different types of services.
5.2.2.   The CCSP shall ensure that a minimum % of the total calls reaching the
         Contact center are satisfactorily served by the IVRS, this shall also be tracked
         by the SLAs / KPI. Based on top ten queries during the month, the CCSP shall
         suggest changes and customization in IVRS content/tree structure. The same
         shall be implemented after approval by BSNL.
5.2.3.   There shall be provision to measure satisfaction of IVRS content and quality
         by enabling subscribers to press some digit like ‘star’, if he or she is not
         satisfied with the IVRS information.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 36 of 102
5.2.4.    There shall be option available to the subscriber to opt for talking to agent by
          pressing pre-defined digit any time during the IVRS announcements.
5.2.5.    There shall also be an option available in each menu (after first layer) for
          customer to opt for giving feedback on his/her interaction.
5.2.6.    The IVRS shall be capable of accepting online payment through debit / credit
          cards with required security features. Initially these shall be used for
          accepting postpaid bill payments, but shall be extendable to any other service
          required.
5.2.7.    The IVRS shall also announce expected customer’s queue waiting time when
          he/she has requested for agent and is waiting to be attended by one.
5.2.8.    The CCSP shall modify the IVR content/ tree within 3 working days from the
          approval by BSNL. The recording process shall not be delayed beyond 7
          working days, else penalty is liable to be imposed.
5.2.9.    The CCSP shall ensure circle-wise recording of IVRS content relating to
          greeting/ general announcement, service/ product information, schemes etc.
          in different languages, popularly prevailing in the Circles served by the
          Contact center, apart from in Hindi and English. Recording shall be in
          professional’s voice.
5.2.10.   Based on selection of language in the IVRS and intention of subscriber to talk
          to agent, the call shall be transferred to the agent proficient in the language
          selected by the subscriber. CCSP shall deploy sufficient number of agents with
          required language proficiency as per demographic profile of the Circles served
          by the Contact center.
5.2.11.   The Contact center shall support Queuing of calls with the facility of Queue
          jumping by special category callers. Caller shall be given an option to record a
          Voice message, if his/her turn in queue exceeds 50+ customers. Such callers
          might be later served by OBD team, as directed by BSNL from time to time.
5.2.12.   The Contact center shall provide facility of configuring announcements to the
          customer such as welcome message, information and shall update the
          customer with the current queue status at regular intervals, to be defined by
          BSNL. It shall be possible to configure advertisements during the waiting
          period. The content and time period for advertisements shall be decided by
          BSNL.
5.2.13.   Self care options shall be provided to subscribers through IVRS to the extent
          possible in consultation with BSNL

5.3.      INTEGRATION with BSNL systems deployed in various SSA

5.3.1.    CCSP shall develop the necessary Enterprise Application Integration Server
          (EAI server) or equivalent involving online retrieval of data from BSNL’s
          backend systems deployed in various SSAs of the respective contact center
          coverage areas. List of various systems is as per Annexure-6.

5.3.2.    CCSP shall ensure integration of its servers or PBX and IVRS etc. with the
          Back End systems of BSNL, which includes, but not limited to, Billing,
          commercial & Customer Care System like DOTSOFT, Trichur, Cellswind,
          CCMS, CMS, SSANeT, COSS, Suvidha, Suyog etc.

5.3.3.    For the purpose of integration to various systems in different SSAs, CCSP
          shall provide Routers, LAN switches, Aggregation routers etc. on need basis.
          BSNL shall only provide Bandwidth free of cost.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 37 of 102
5.3.4.   As the BSNL’s network is being continuously augmented, the CCSP shall have
         to ensure integration within a period of three months from the date of letter
         from BSNL with new network element as and when added by BSNL with no
         cost implication to BSNL.

5.3.5.   BSNL shall arrange to provide APIs to facilitate integration with these network
         elements. In case of addition of network element (s) or change in the make or
         technology at any time during the contract, CCSP shall integrate with the
         same without any cost to BSNL.

5.3.6.   Agents may be provided with limited access by BSNL to modify certain
         parameters in the network elements/ facility of subscribers including
         Customer equipment settings through CRM.



5.3.7.   This integration of systems would be used for giving access to agents to some
         systems that would help them in solving customer complaints on call itself.

5.3.8.   CCSP shall be responsible for integrating its systems with any new systems
         that BSNL implements in its backend during the period of this contract, with
         no cost implication to BSNL.
5.3.9.   The CCSP shall provide the requisite Network Security infrastructure
         comprising of the Firewalls, Intrusion Prevention System (IPS) and the Anti-
         Virus System at each Contact center for connectivity with BSNL Network.

5.4.     CUSTOMER RELATIONSHIP MANAGEMENT (CRM) System

5.4.1.   CCSP shall deploy its own Customer Relationship Management (CRM)
         software, customized as per BSNL requirement; to take care of all the
         services required to be serviced by Agents/IVRS. CRM shall maintain profile of
         subscribers. All other standard/ application software required to run the
         Contact center and meet SLAs shall be developed or provided by the CCSP.

5.4.2.   The CTI/ CRM functionality shall support relevant screen pop-ups, to the
         agent along with the details of the previous calls during the last 30 days, on
         the agents desktop on the basis of CLI, DNIS (Dialed number identification
         sequence) etc. The agent application shall be GUI based.

5.4.3.   CRM shall have a subscriber interface available through BSNL website/ e-mail
         to enable subscribers to view and track the status of his/her complaint. A web
         server shall be provided, which enables subscriber to have on-line response in
         3 seconds on his/her query/complaint. Web-servers shall be deployed in
         redundant configuration. Initially Web-server shall be sized assuming a
         concurrency of 250 users per contact center. Later on depending on the load
         the sizing shall be adjusted accordingly.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 38 of 102
5.4.4.   CRM shall support SMS, Email, FAX and Web based complaint lodging / giving
         feedback / registration of new services feature. Adequate number of agents
         shall be deployed to cater for the same so as to ensure that satisfactory
         response is given within 24 hours via SMS / email / call back.

5.4.5.   Agent shall capture / log every query / compliant / demand lead / input in the
         CRM system which shall be easily accessible by BSNL officials at various
         locations. CRM shall also support report generation on the same.

5.4.6.   CRM shall support SMS, email and Web based complaint tracking/ response
         feature. BSNL shall provide connectivity & access of SMSC for
         sending/receiving SMS through SMPP gateway. It is expected that CRM shall
         automatically generate at least 2 SMSs i.e. one for booking of complaint and
         second on disposal of complaint. CRM shall be able to send additional SMS
         based on BSNL requirement.
5.4.7.   Functionality shall also be capable of taking customer satisfaction feedback on
         SMS/ Web. CRM shall be capable of generating SMS in respect of select
         subscribers like every 5th caller who spoke to agent, to get a feedback about
         quality of response and satisfaction level. The criteria for defining select
         subscribers shall be as decided by BSNL from time to time. The response may
         come to CRM server or to BSNL server located remotely as decided by BSNL
         from time to time. This feature shall be used to have assessment of the
         quality of contact center service.

5.4.8.   CCSP shall build a FAQ database / knowledge bank and step by step query
         resolution workflow based on commonly asked queries/ complaints/ feedback
         e.g. configuring features in a handset to use SMS etc., WAP, UMS, GPRS
         Features and settings.

5.4.9.   Agents shall be able to control the telephony features from the agent
         application like login, logout, away, pick-up, conference, and transfer to
         another agent or to supervisor. Screen pop - ups shall be multi colored.
         Queries or call priorities shall be recognized by the color of the pop – up.
         Entire login, logout, away, total call handled, duration of calls, data of the
         agent shall be captured and produced as reports as per requirement of BSNL.

5.4.10. In case the waiting time for subscriber for speaking to agents exceeds 100
        seconds, an option shall be given to the caller to register his request for agent
        call back. In case subscriber wishes to stop waiting and registers for the said
        option, an announcement shall be played to subscriber that an agent shall call
        him back shortly. Thereafter the contact center agent (catering to the said
        subscriber segment) shall make outgoing call to the subscriber. The maximum
        time to call back by agents shall be 15 minutes.

5.4.11. If actually call meant for different segment, lands on to the agent of one
        segment, it shall be possible to transfer the call to relevant IVRS or Agent
        without disconnection of the call.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 39 of 102
5.5.      Agent’s work station PC specifications:
          Minimum specifications for PC (for Non-CDR as well as CDR SSAs) to be used
          by agents are as below:



         8.1     Processor                Dual core 2.8 GHz or better, 4 MB, 800 MHz
                                          FSB
         8.2     Motherboard              OEM mother board
         8.3     Memory                   2 GB DDR2 SDRAM @ 533 MHz dual
                                          channel or more expandable to 4 GB
         8.4     Hard Disk Drive          160 GB
         8.5     Graphics                 Integrated (on board) Media Accelerator 900
                                          to support resolution 1280X1024
         8.6     Audio                    Integrated (on board) Audio controller with
                                          Internal speaker
         8.7     Ethernet/networking      Integrated (on-board) 10/100/1000
                                          controller with remote booting facility,
                                          remote system installation, remote wake up.
         8.8     Slots                    Integrated Graphics, Minimum 4 PCI slots
                                          with one PCI Express Slot and one PCI
                                          Express Graphics Slot (x16)
         8.9     Ports                    1 Parallel, 1 Serial, at least 4 USB (Version
                                          2.0) ports with at least 2 ports in front, VGA,
                                          Speaker, ports for Microphone and
                                          Headphone,
         8.10    Form Factor              Micro/Mini Tower
         8.11    Monitor                  17” LCD monitor with minimum 1280 x 1024
                                          pixels
         8.12    Keyboard                 104 keys keyboard
         8.13    Mouse                    Optical Scroll Mouse
         8.14    Preloaded software       1. Windows XP SP2/Microsoft Windows
                                              Vista
                                          2. Norton, McAfee, Etrust or equivalent
                                              Antivirus (Latest version)


5.6.      REPORTS
5.6.1.    The CCSP shall generate standard reports including reports to verify KPI &
          SLA parameters. In addition, it shall also be capable of generating customized
          reports/ MIS as per BSNL requirement. Reports shall also be available in web-
          enabled format & shall be configurable to be e-mailed to a defined mailing
          list.

5.6.2.    System shall be able to generate reports based on time period, type of
          complaints/ queries, Zonal/ Circle/ SSA/ City wise, Repeat request or
          complaints analysis, Call response and waiting time, disposal rate by IVRS
          and Agents, Lost calls, system/ position log on-off or breakdowns, Hourly call
          details, Outbound report, complaints pending for more than hour (s), 2/ 3/ 5/
          7 days, Monthly MIS, Call Barge-in report, SLA reports and any other report
          as per BSNL’s requirement.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 40 of 102
5.6.3.    Apart from the reports requested by BSNL, the bidding firms may also
          suggest some other example report formats that could be useful for managing
          contact center operations.
5.6.4.    The report format shall be flexible and shall be available in the agreed formats
          including graphics depending on the request of the BSNL from time to time.
5.6.5.    A subscriber may have multiple queries in a single call. It shall be feasible to
          have multiple tagging for such calls so as to assess correct quantity of
          different type of queries required for ABC analysis.
5.6.6.    The CCSP shall provide on-line updated information Dashboards & secured
          web-pages, customized as per BSNL requirement for the BSNL managerial
          staff to monitor key performance indicators and to gather information on SLA
          metrics on a real time basis. Reports shall be available remotely also at
          different monitoring centers in BSNL through electronic means like web based
          access with password security and e-mails etc. The report shall include latest
          data, if the authorized report seeker does not specify period.
5.6.7.    CCSP shall be responsible for development and implementation of the
          requisite application for hosting / updating of other information (i.e.
          information not available in the BSNL’s Backend systems like FAQ, service
          details etc. in its system as well as on website notified by BSNL.

5.6.8.    Requests, query and Complaint handling

5.6.9.    Unique docket number shall be generated by the Contact center system for
          each complaint, requests, query, which shall be tagged/ classified based on
          type of service/ complaint. For example, it may be of 9 digits; 1st letter
          indicating month starting with A for January and L for December, 2nd & 3rd
          digits ranging from 01 to 31 to indicate day of the month, 4th digit may
          specify the Circle and remaining five digits may be serial number of complaint
          starting from 00001 to 99999.
5.6.10.   Subscriber Complaints and Reports shall be escalated through BSNL WAN,
          SMS and web to different Nodal officers/ next levels spread across various
          places/ cities in BSNL Circles. The system shall be capable of meeting this
          requirement near on-line to facilitate BSNL personnel sitting remotely to see
          & update the complaint/ report any time.
5.6.11.   It shall be possible to generate SMS to the Nodal officers, who did not login
          for a pre-defined period say for more than 24 hours, to view and resolve
          pending complaints.
5.6.12.   The docket generation system shall also be capable of tracking the status of
          tickets at all stages. It shall capture timestamps for each status change so
          that MIS reports can be generated on time taken at each stage for resolution
          of any complaint.
5.6.13.   CCSP shall submit monthly review report on action taken and proposed action
          to improve efficiency of Contact center and overall customer satisfaction.
5.6.14.   It shall be possible for the resolution teams to re-assign complaints to a high
          level resolution team, in cases where the complaint has been wrongly
          assigned to some resolution teams.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 41 of 102
5.7.      ROLE OF BSNL
5.7.1.    BSNL shall nominate a Project officer, Nodal officer (s) and necessary staff for
          day-to-day monitoring as well as quality audits at periodic intervals for each
          Contact center.
5.7.2.    BSNL shall define the reporting/MIS formats and the associated time
          schedules.

5.7.3.    BSNL shall provide transmission media connectivity of CCSP to various
          network elements and also to the other Contact centers in the zone, which
          can be utilized during emergencies.
5.7.4.    BSNL shall configure, in its own network elements, and provide EI, IP or/and
          PRI connectivity between BSNL server/data to CCSP switches. However, the
          CCSP shall provide equipment like router/ LAN etc. required at the Contact
          center end.
5.7.5.    BSNL shall give necessary accesses to their Back End systems on-line with
          open API interface through secured connection for integration purpose.
5.7.6.    BSNL shall provide toll-free access numbers and various SMS codes and E-
          mail address to its subscribers to access the Contact centers.

5.8.       IMPORTANT REQUIREMENTS: The Contact center Solution shall support
           following features:
         a) Call switching (PBX), incoming &outgoing routes and trunks
         b) Interactive Voice Response System (IVRS)/ Fax on demand
         c) Call monitoring and recording
         d) ACD salient features:
             (i)      Call processing through scripting
             (ii)     Skill based routing (The call from premium customers shall be
                      routed to highly informed/ skilled agents)
             (iii)    Agent/supervisor/Sr. supervisor call handling features.
             (iv)     Real time display filter.
             (v)      Graphic real time display.
             (vi)     Thresholds.
             (vii)    Data statistics
             (viii) Grid display (Agent)
             (ix)     Map display (Agent)
         e)        CRM integrated with CLI screen Pop UP.
         f)        Trouble ticketing software with every incoming Call.

5.8.1.    The agent application shall support call recording for monitoring the
          performance of agents in call recording servers, which shall record calls up to
          5% serviced by agents and store on-line for a period of about two months
          with archival facility for about six months.
5.8.2.    CCSP shall provide Supervisory application to enable supervisors to monitor
          and manage the functioning of the contact center resources such as Agents,
          call routing, call flow, message/announcements etc. The supervisory
          application shall include features of workforce management like create /
          modify agent profiles, agent optimization etc.
5.8.3.    The Reporting server shall support standard as well as customized reports on
          the performance of various contact center components including performance
          of agents. IVRS, ACD, etc, and performance statistic such as average speed of
          answer, average queuing time, peak busy hour calls etc. The reporting server
          shall also generate reports on the quantum and type of calls serviced during



[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 42 of 102
         different time periods. Reporting server shall support exception reports &
         notification for individual agent & agent groups. Reporting server shall be
         sized to store data for at least one year.
5.8.4. Following is the indicative list of reports anticipated:
5.8.4.1. Activity code reports
        Activity code By Agent
        Activity code By Application
        Not Ready Reason Code by Agent.
5.8.4.2. Agent Reports
         Agent Average Calls per Hour
         Agent by Activity Code
       Agent By Application Performance
       Agent By skill performance
       Agent DN performance
       Agent Login/Logout
       Agent Network/NACD Activity
       Agent performance
       Agent Short Calls
       Agent Transferred /Conference Activity
5.8.4.3. APPLICATION REPORTS
        Application by Activity Code
       Application By skill set
       Application Call Treatment
       Application Delay Before Abandon
       Application Delay Before Answer
       Application Performance
5.8.4.4. Call by call Reports
       Call-by-Call statistics
5.8.4.5. Resource Reports
         DNIS Performance
         Route Performance
         Trunk Performance
         DNIS statistics
         Music/ RAN Route Statistics
         Skill Set Reports
         Skill Set Performance
         Skill Set By Application
5.8.5. Wall Board display/ LCD based display system for real-time monitoring
         statistics in the Contact center be provided by CCSP.

6.       OPERATIONAL MODEL for extending Contact center services to CDR
         SSAs




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 43 of 102
6.1.      The calls landing on BSNL Network shall be handled by IVRS installed at BSNL
          CDR Data Center. Caller can get reply of their query using self service module
          of the IVRS, however in case caller wants to talk to agent then call shall be
          diverted to CCSP through BSNL’s ACD and based on the skill definition call
          shall land at respective skill set (language, technical, service etc) pool of
          agent.

6.2.      The connectivity between BSNL CDR Data Center & Contact center (CCSP
          Premise) shall be provided by BSNL free of cost.

6.2.1.     The CRM shall be provided and hosted at BSNL premises and the screen shall
          be provided to the CCSP. Logging all calls in the CRM is essential.

6.2.2.    RESPONSIBILITY MATRIX




  Sr              Parameter                            Description                 Responsibility

         Hardware and Software to          IVRS, ACD, CRM, Dialler for
  1.     provide Voice and Data traffic    outbound calls, Voice and Data          BSNL
         till CCSP                         Connectivity till CCSP premises
                                           Network Switches (Layer-3/2),
                                           Routers, LAN, PC, Headset/IP
  2.     Setup of Contact centre           Phones compatible with M/s              CCSP
                                           Nortel’s IVRS/ACD/IP-EPABX etc.,
                                           at CCSP premise
         Operations and Maintenance of
                                           To meet all SLAs during the
  3.     Contact centre including                                                  CCSP
                                           period of contract
         Manpower and Infrastructure

6.3.      Role of BSNL

6.3.1.    BSNL shall nominate a Project officer, Nodal officer (s) and necessary staff for
          day-to-day monitoring as well as quality audits at periodic intervals for each
          Contact center.
6.3.2.    BSNL shall define the reporting/MIS formats and the associated time
          schedules.
6.3.3.    BSNL shall provide transmission media connectivity of CCSP to various
          network elements and also to the other Contact centers in the zone, which
          can be utilized during emergencies.
6.3.4.    BSNL shall configure, in its own network elements, and provide EI, IP or/and
          PRI connectivity between BSNL server/data to CCSP switches. However, the
          CCSP shall provide equipment like router/ LAN etc. required at the Contact
          center end.
6.3.5.    BSNL shall give necessary accesses to their Back End systems on-line with
          open API interface through secured connection for integration purpose.
6.3.6.    BSNL shall provide toll-free access numbers, various SMS codes and E-mail
          address to its subscribers to access the Contact center.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 44 of 102
6.4.     The Contact center infrastructure to be provided by BSNL is having
         following features:
         a) Call switching (PBX), incoming &outgoing routes and trunks
         b) Interactive Voice Response System (IVRS)/ Fax on demand
         c) Call monitoring and recording
         d) ACD salient features:
                (i)     Call processing through scripting
                (ii)    Skill based routing (The call from premium customers shall be
                        routed to highly informed/ skilled agents)
                (iii)   Agent/supervisor/Sr. supervisor call handling features.
                (iv)    Real time display filter.
                (v)     Graphic real time display.
                (vi)    Thresholds.
                (vii) Data statistics
                (viii) Grid display (Agent)
                (ix)    Map display (Agent)
         e) Dialer for outbound calling
6.4.1. The agent application shall support call recording for monitoring the
         performance of agents in call recording servers, which shall record calls up to
         5% serviced by agents and store on-line for a period of about two months
         with archival facility for about six months.
6.4.2. The Reporting server shall support standard as well as customized reports on
         the performance of various contact center components including performance
         of agents. IVRS, ACD, etc, and performance statistic such as average speed of
         answer, average queuing time, peak busy hour calls etc. The reporting server
         shall also generate reports on the quantum and type of calls serviced during
         different time periods. Reporting server shall support exception reports &
         notification for individual agent & agent groups. Reporting server shall be
         sized to store data for at least one year.
6.4.3. Following is the indicative list of reports:
6.4.3.1. Activity code report
   6.1.1        Activity code By Agent
   6.1.2        Activity code By Application
   6.1.3        Not Ready Reason Code by Agent.
6.4.3.2. Agent Reports
   6.1.4        Agent Average Calls per Hour
   6.1.5         Agent by Activity Code
   6.1.6        Agent By Application Performance
   6.1.7        Agent By skill performance
   6.1.8        Agent DN performance
   6.1.9        Agent Login/Logout
   6.1.10       Agent Network/NACD Activity
   6.1.11       Agent performance
   6.1.12       Agent Short Calls
   6.1.13       Agent Transferred /Conference Activity
6.4.3.3. Application Reports
   6.1.14        Application by Activity Code
   6.1.15       Application By skill set
   6.1.16       Application Call Treatment
   6.1.17       Application Delay Before Abandon
   6.1.18       Application Delay Before Answer
   6.1.19       Application Performance




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 45 of 102
6.4.3.4. Call by call Reports
6.2    Call-by-Call statistics
6.4.3.5. Resource Reports
6.3    DNIS Performance
6.4    Route Performance
6.5    Trunk Performance
6.6    DNIS statistics
6.7    Music/ RAN Route Statistics
6.8    Skill Set Reports
6.9    Skill Set Performance
6.10 Skill Set By Application
6.4.4. Wall Board display/ LCD based display system for real-time monitoring
         statistics in the Contact center be provided by CCSP.

6.5.     IVRS
6.5.1.   IVRS shall be provided by BSNL. This is from M/s Nortel.
6.5.2.   The CCSP shall get only the filtered calls after IVRS.

6.6.     ACD
6.6.1.   ACD and auto-dialer shall be the provided by BSNL. This is from M/s Nortel.
6.6.2.   Based on selection of language in the IVRS and intention of subscriber to talk
         to agent, the call shall be transferred to the agent proficient in the language
         selected by the subscriber.
6.6.3.   Based on selection of other options at the IVRS such as service utilized
         (landline / broadband) and type of request the calls shall be transferred to
         agents’ proficient with the same.
6.6.4.   Adequate number of ACD ports shall be provided to ensure that all calls
         meant for the Contact center are able to reach the Contact center and are not
         lost at BSNL end.




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6.7.     CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
6.7.1.   CRM of the CDR system of BSNL shall be extended to the CCSP. All the nodes
         at CCSP shall have the CRM that is already procured by BSNL. In South and
         East zone Siebel CRM is being deployed while in North and West zone CRM is
         from M/s SAP.
6.7.2.   The CTI/ CRM functionality shall be provided by BSNL and shall support
         relevant screen pop-ups, on the agents desktop on the basis of CLI, DNIS
         (Dialed number identification sequence) etc. The agent application shall be
         GUI based.
6.7.3.   CRM shall have a subscriber interface available through web-self care to
         enable subscribers to view and track the status of his/her complaint. A web
         server shall be provided, which enables subscriber to have on-line response
         on his/her query/complaint.
6.7.4.   CRM shall support SMS, Email, FAX and Web based complaint lodging / giving
         feedback / registration of new services feature.
6.7.5.   CRM shall support SMS, email and Web based complaint tracking/ response
         feature. BSNL shall provide connectivity & access of SMSC for
         sending/receiving SMS through SMPP gateway. It is expected that there may
         be average 2 SMSs /call to be handled by CCSP i.e. one for booking of
         complaint and second on disposal of complaint.
6.7.6.   CRM Functionality shall be capable of taking customer satisfaction feedback
         on SMS/ Web. CRM shall be capable of generating SMS in respect of select
         subscribers like every 5th caller who spoke to agent, to get a feedback about
         quality of response and satisfaction level. The criteria for defining select
         subscribers shall be as decided by BSNL from time to time. The response may
         come to CRM server or to BSNL server located remotely as decided by BSNL
         from time to time. This feature shall be used to have assessment of the
         quality of contact center service.

6.7.7.   In case the waiting time for subscriber for speaking to agents exceeds 100
         seconds, an option shall be given to the caller to register his request for agent
         call back. In case subscriber wishes to stop waiting and registers for the said
         option, an announcement shall be played to subscriber that an agent shall call
         him back shortly. Thereafter the contact center agent (catering to the said
         subscriber segment) shall make outgoing call to the subscriber. The maximum
         time to call back shall be 15 minutes.
6.7.8.   If actually call meant for different segment, lands on to the agent of one
         segment, it shall be possible to transfer the call to relevant IVRS or Agent
         without disconnection of the call.
6.7.9.   Agents may be provided with limited access by BSNL to modify certain
         parameters in the network elements/ facility of subscribers including
         Customer equipment settings through CRM.

6.8.     Data & Voice Transmission
6.8.1.   Transmission media i.e. E1 or PRI to connect switches and IP based (MPLS)
         connectivity for integration with other networks elements as well as other
         Contact centers between BSNL switches/ servers & CCSP equipment shall be
         provided by BSNL in consultation with the CCSP.
6.8.2.   BSNL shall have the IVRS, ACD and the CRM software. The traffic after IVRS,
         ACD shall be made over to the CCSP via dedicated links between BSNL and
         CCSP. This dedicated link shall be communication media between BSNL and
         CCSP for all communication, ACD traffic, CRM nodes extension etc. The



[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 47 of 102
         dedicated link shall be provided by BSNL and BSNL shall ensure sufficient
         redundancy. The CCSP has to provide necessary uninterrupted power supply
         at CCSP end for all BSNL equipments such as STM for this connectivity.
6.9.     Role of CCSP
6.9.1.   The Contact centers shall be owned, installed and maintained by the CCSP.
         The floor space /power with backup/ light/ security/ transportation/
         accessibility to the infrastructure etc. shall be provided by the CCSP.
6.9.2.   There shall be a sufficient power backup to ensure un-interrupted operation.
         The backup shall include redundant UPS with Battery backup followed with
         redundant Generator back up The infrastructure may be provided with
         suitable fire detection and fire fighting equipments as per the laws.
6.9.3.   The CCSP shall carry out the job using its own resources including manpower,
         contact center agents, contact center equipment’s such as desktop, IP Phone
         (Soft/Hard), Headsets, Scanner, Fax machines, Printer and all other
         necessary hardware and software. While Media for connectivity to contact
         center shall be provided by BSNL, however CCSP needs to provision all
         necessary hardware such as Network Switches (Layer-3/2) at their premises,
         Routers etc for connectivity with BSNL ACD. The CCSP shall specify its project
         implementation plan along with full details of the system, equipment, capacity
         and other details as required for technical evaluation and shall subsequently
         ensure full compliance.
6.9.4.   For monitoring the performance of Contact center, the successful bidder shall
         submit the standard report formats required to measure/ verify the various
         SLAs. In absence of live traffic before commissioning, sample calls to the
         extent of 10,000 shall be arranged by the CCSP to demonstrate satisfactory
         services/ MIS/ invoice verification.
6.9.5.   CCSP shall provide IP Phone/ Soft phone application as well as a computer
         workstation for agents as per the configuration mutually agreed with BSNL.
6.9.6.   Excellent quality headsets with background noise cancellation feature shall be
         provided to agents.
6.9.7.   The CCSP shall provide the requisite Network Security infrastructure
         comprising of the Firewalls, Intrusion Prevention System (IPS) and the Anti-
         Virus System at Contact center for connectivity with BSNL Network.

6.10.   Reports
6.10.1. CCSP shall ask BSNL to generate reports from ACD, so as to monitor the
        service parameters, and the performance of the agents. BSNL shall extend
        report module to CCSP for generating such reports.
6.10.2. CCSP shall be required to submit SLA and other reports to BSNL in agreed
        format.
6.10.3. The CCSP shall provide on-line updated information Dashboards & secured
        web-pages, customized as per BSNL requirement for the BSNL managerial
        staff to monitor key performance indicators and to gather information on SLA
        metrics on a real time basis. Reports shall be available remotely also at
        different monitoring centers in BSNL through electronic means like web based
        access with password security and e-mails etc. The report shall include latest
        data, if the authorized report seeker does not specify period.
6.10.4. CCSP shall be responsible for development and implementation of the
        requisite application for hosting / updating of other information (i.e.
        information not available in the BSNL’s Backend systems like FAQ, service
        details etc. in its system as well as on website notified by BSNL.




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6.11.   Requests, query and COMPLAINT HANDLING
6.11.1. Unique docket number shall be generated by the Contact center system for
        each complaint/ query, which shall be tagged/ classified based on type of
        service/ complaint. For example, it may be of 9 digits; 1st letter indicating
        month starting with A for January and L for December, 2nd & 3rd digits
        ranging from 01 to 31 to indicate day of the month, 4th digit may specify the
        Circle and remaining five digits may be serial number of complaint starting
        from 00001 to 99999.
6.11.2. Subscriber Complaints and Reports shall be escalated through BSNL WAN,
        SMS and web to different Nodal officers/ next levels spread across various
        places/ cities in BSNL Circles. The system shall be capable of meeting this
        requirement near on-line to facilitate BSNL personnel sitting remotely to see
        & update the complaint/ report any time.
6.11.3. It shall be possible to generate SMS to the Nodal officers, who did not login
        for a pre-defined period say for more than 24 hours, to view and resolve
        pending complaints.
6.11.4. CCSP shall submit monthly review report on action taken and proposed action
        to improve efficiency of Contact center and overall customer satisfaction.
6.11.5. CCSP shall enter in to a Non–disclosure agreement with BSNL as part of main
        agreement.
6.11.6. CCSP shall build a FAQ database / knowledge bank and step by step query
        resolution workflow based on commonly asked queries/ complaints/ feedback.
6.11.7. Agents shall be able to control the telephony features from the agent
        application like login, logout, away, pick-up, conference, and transfer to
        another agent or to supervisor. Screen pop - ups shall be multi colored.
        Queries or call priorities shall be recognized by the color of the pop – up.
        Entire login, logout, away, total call handled, duration of calls, data of the
        agent shall be captured and produced as reports as per requirement of BSNL.

7.       MONITORING
7.1.     CCSP shall provide 5 positions, at each Contact center to be manned by BSNL
         support group officials, to be seated in contact center premises itself, with
         system support including hardware/software for better timely resolution of
         query/complaints and also to monitor/ record the individual conversations of
         any agent.
7.2.     CCSP shall provide suitable cabins in the Contact center premises, of suitable
         size for seating of the BSNL officer in-charge, including DGM, of the Contact
         center and one bigger cabin for the other BSNL officers/ staff (limited up to 8
         persons) posted in the Contact center.
7.3.     For Non-CDR SSAs BSNL monitoring team shall be provided administration
         level permissions to access all sub-systems/ servers (including IVRS, CRM,
         ACD) to monitor & generate reports including those required for cross-
         verification of SLAs and related payments. BSNL may also deploy tools to
         monitor performance of various systems to rule out any possibility of
         tempering with data likely to affect billing of CCSP.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 49 of 102
7.4.     CCSP shall also provide application for remote Barge-in at least at two
         locations in each Circle served by the Contact center. For this, BSNL shall
         provide required PC/ Laptop and transmission media link, which could be
         dedicated link or dialup based.

7.5.     It shall be possible to remotely monitor performance on all SLAs/ KPIs and
         also of all the applications provided by the system i.e. real time ACD
         statistics, calls in queue, number of agents logged in, number of agents
         abandoned answered calls, query of the call logs of a particular customer etc.
         by designated Contact center Circle wise coordinator or Contact center in-
         charge.

7.6.     Daily testing of each E1/ PRI shall be carried out at Contact center end by
         CCSP and report about faulty E1/ PRIs and also status of Busy Hour Call
         Attempt (BHCA) shall be provided to Contact center in-charge on daily basis.
7.7.     E-mail and/ or SMS alerts to be sent to designated BSNL authorities in case of
         requisite performance parameter is not met, say un-answered calls going
         beyond specified percentage or abnormal rise in number of a type of calls or
         queries.
7.8.     The procedure for sample monitoring of calls: The incoming and
         outgoing calls from the contact center shall be randomly recorded and
         methodology for taking feedback from the customer regarding the quality of
         call as per mutually agreed questionnaire shall be put in place in the contact
         center. The random sampling shall be done for every 20th Call (for all
         agents). The scoring of the calls which has been done by the customer at the
         first level shall be revalidated after overhearing the recorded conversation on
         daily basis by the BSNL designated officer. The average score of the month
         for every agent shall be linked with the SLA. The recorded conversation shall
         be stored for 60 days.
7.9.     All customers calls which are in the nature of new service request and
         modifications in existing services subscription and any other customer
         requests calls which have financial implication, their conversations shall be
         recorded and shall be stored for 90 days.

8.       Maintaining Quality of service (QoS) and adherence to SLAs
8.1.     All components including the technology platform, basic infrastructure,
         network connectivity and application architecture shall be designed and
         implemented with service quality as a basic consideration.

8.2.     The SLA are mentioned in Section -IV and have been built around defining
         this customer value and enabling its delivery. Specification of Average
         performance parameters in the SLA do not mean that the cases of prolonged
         or repeated failures in the same system could be tolerated or ignored.
8.3.     Corrective action shall include problem escalation, resolution and notification
         to related stakeholders. The CCSP shall adhere to the Service level metric,
         Measurement Formula, Measurement interval, Reporting interval, Data
         Sources, escalation activity and penalties / Rewards. Periodic review of the all
         the Service level parameters is also very essential.
8.4.     BSNL strongly believes that the Customer Care Executives (CCE)/Contact
         center Agent is true brand ambassadors for the organization. CCSP would
         take extreme care that Contact center Agents shortlisted and deployed to
         serve BSNL customers are professional in true sense and are able to



[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 50 of 102
          communicate fluently have a good skill sets to deal with customers in an
          impressive manner.
8.5.      The list of SLAs is only indicative in nature and BSNL retains the complete
          rights for modifying, adding or deleting any additional conditions or
          parameters as the operation progresses based on the emerging trends and
          performance of various aspects of the operation. Sub-optimal performance by
          the CCSP w.r.t. the SLA shall attract penalties and sustained poor
          performances may also result in termination of the agreement.

9.        REFERENCE TRAI BENCHMARKS

9.1.      TRAI has notified benchmark for response time to the customer for
          assistance, on 20.3.09 and the same are as stated below. TRAI Benchmarks
          as applicable / revised by TRAI during the period of contract shall have to be
          complied with by the CCSP:

 (i)     Accessibility of Call Centre   number i.e. % age of calls answered which basically
         mean that the calls should     get connected and answered. The benchmark is that
         minimum 95% calls to be        connected successfully and not more than 5% calls
         shall encounter congestion     or busy signal or no reply or any other failure.

 (ii)    % age of calls answered by operators (voice to voice) within 60 seconds =
         90% and not more than 5% calls shall encounter busy signal or no reply or any
         other failure in getting connected to operator.

 (iii)   The time taken for connecting to the operator shall be calculated from the time
         the customer has keyed the relevant number in the IVR option menu, if
         provided, for speaking to the customer care executive/operator. The menu for
         speaking to the customer care executive/operator shall be given preference in
         the menu options and this menu shall not be below the first sub-menu at the
         third layer, the first layer being the choice of language and the second layer
         the service menu.

10.       DISASTER RECOVERY (For CDR SSAs)

16.1     A Disaster situation would be declared when a Call Centre services are
         completely down for more than two hours at a single stretch. In this situation,
         Disaster would be declared jointly by BSNL & CCSP and the load taken by this
         contact center location shall be shifted to the pair contact center location.
         Time-point of restore back shall also be declared jointly by BSNL and CCSP. For
         the purpose of fall back in case of DR, DR pair site is as below:


            Name of     Contact                 Proposed
                                                                Pair site for DR (as well as
              the       center     Zone       Contact center
                                                                         overflow)
            Project       No.                   Location

            Wire-line                                                   Karnataka
                           1.1                  Hyderabad
             Contact                                                (Bangalore/Mysore)
                                   South
              center                            Bangalore/
            Project 1     1.2                                            Hyderabad
                                                 Mysore




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 51 of 102
                                               Bangalore/
                          1.3                                       Chennai/ Pondicherry
                                                Mysore

                                               Chennai/
                          1.4                                   Kerala (Bangalore/Mysore)
                                              Pondicherry



                          2.1                  Guwahati                  Bhuvneshwar


           Wireline       2.2                    Patna                     Kolkata
            Contact
                                   East
             center       2.3                    Ranchi                    Kolkata
           Project 2
                          2.4                Bhuvneshwar                  Guwahati

                          2.5                   Kolkata                     Patna



                          3.1                 Ahmadabad                      Pune




                          3.2                Bhopal/ Indore                  Pune




                          3.3                     Pune                   Ahmadabad



                          4.1              Gurgaon/ Ambala              Hindi, English
                                                                   Hindi, English, Urdu,
                          4.2                 Chandigarh
                                                                     Dogari, Kashmiri
           Wireline       4.3                 Chandigarh          Hindi, English, Punjabi
            Contact
                                  North
             center       4.4                    Jaipur                 Hindi, English
           Project 4

                          4.5                   Lucknow                 Hindi, English

                          4.6               NOIDA/ Meerut               Hindi, English



16.2   Contact center Pair site shall be able to take at least 25% load of its partner
       site in case of DR.

16.3   When any contact center location is down for a continuous period of more than
       2 hours then disaster shall be declared jointly by BSNL and CCSP. CCSP shall
       attempt to restore back the contact center services to its primary location
       within a period of 24 hours.




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16.4   BSNL and CCSP shall jointly attribute the reasons of DR either on CCSP part or
       BSNL Part. In case reasons are attributable to CCSP then during the DR period
       (starting from the time of DR declaration) of up to 24 hours 25% of SLAs
       penalties shall be levied. However after 24 hours of DR, complete SLA penalties
       for both partner sites shall start getting applicable.

16.5   The load taken by a location is generally a mix of services for example,
       catering to a particular Language requirement, catering to a particular
       customer segment like retail, Enterprise customers. These services in the Call
       Centre terminology are called Skill Sets owned by Call Centre Agents.
       Therefore partner sites shall also have Call Centre agents of languages of its
       pair site and having Skill Set of handling customers (Retail/Enterprise) of other
       pair site.

16.6   If the Karnataka (Bangalore/Mysore) Call Centre goes down, the load has to be
       shifted to AP (Hyderabad) Call Centre. The ACD and Data Centre, Hyderabad,
       shall technically enable switching the traffic of Bangalore to Hyderabad, but it
       would be important to have Bangalore Call Centre’s Skill Sets available at
       Hyderabad Call Centre to the extent of handling 25% additional load of
       Karnataka.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 53 of 102
                                             Section- IV

                  SERVICE LEVEL AGREEMENT (SLA) PARAMETERS

                Inbound Voice Service - Service Levels requirements

 1.      SLA Parameters for Non- CDR SSAs

 1.1.    System Uptime:

SLA A1 – System uptime (Voice response available to customer)
Objective             To measure the period in which no customer could be serviced
                      due to fault in the system, which includes Hardware, Software
                      & Voice infrastructure but excludes bandwidth for voice & data
                      which is provided by BSNL. This SLA implies that Contact center
                      services are fully available and system is not down for any
                      reason. If CCSP is able to start handling the calls from this or
                      other Contact center within the zone, the penalty under this
                      sub-clause shall stop from the time diversion becomes
                      successfully operative. Down time shall be jointly signed by
                      BSNL & CCSP representatives based on switch/ system logs &
                      reports.
Definition            It shall be calculated based on formula “Total down time
                      minutes / Total minutes in a month”. For example, the system
                      was down for 2 hours in July 08; Uptime shall be [100- {120/
                      (31 days x 24 hours x 60 minutes)}x 100 ]= 99.73%

                                          Method
Data Capture               System down time shall be captured by the IT systems at the
                           contact center
Measurement                Daily
Interval
Reporting Period           Monthly

                                   Service Level
   Sno      System uptime value for month                   Penalty
    1      >= 99.7%                          Nil
    2      >= 98.7% but < 99.7%              1.0% of monthly billed amount
    3      >= 97% but < 98.7%                3.0% of monthly billed amount
    4      >= 95% but < 97 %                 5.0 % of monthly billed amount
    5      >= 90% but < 95 %                 10% of monthly billed amount
    6      < 90%                             20% of monthly billed amount

 1.2.    Accessibility of call centre (electronic response)

SLA A2 – Accessibility of call centre (electronic response)
Objective               To measure the % of callers that fail to connect to contact
                        center. BSNL aims to ensure that most subscribers attempting
                        to contact call centre shall be able to connect to it.
Definition              Percentage of calls getting rejected at BSNL switch directly
                        connected to the Contact center during day Time Consistent
                        Busy Hour (TCBH) averaged over the month. This could be for



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                           want of Contact center capacity or fault in some element of the
                           Contact center that is attributable to the CCSP.
                                          Method
Data Capture               The Contact center in-charge & representative of CCSP shall
                           carry out daily reconciliation after obtaining report from all
                           connecting BSNL switches and the Contact center system.
                           Reconciled figures for all days in a month shall be totaled to
                           arrive at monthly call failure figure.
Measurement                Daily
Interval
Reporting Period           Monthly

                                       Service Level
   S. no      % of Calls not able to Connect to                Penalty
              contact center (IVRS Response )
    1        <= 4% (should it not be better Nil
                  than TRAI)
    2        > 4% but < = 10%                    5%% of monthly billed value
    3        > 10% but < = 15%.                  10% of monthly billed value
    4        > 15%                               20% of monthly billed value

 1.3.      Call Queue Waiting Time (voice to voice)

SLA A3 – Call Queue Waiting Time (Voice to voice)
Objective             To measure the amount of time subscribers have to wait before
                      they are able to speak to an operator (from the time they leave
                      IVRS). BSNL wants to ensure that the waiting times for its
                      customers are not more than a specified level.
Definition            This is the percentage of calls that are answered by the contact
                      center operators within a specified time period during TCBH
                      (Time Consistent Busy Hour). In other words, it is the
                      waiting time in Automatic Call Distributor (ACD) queue after
                      pressing prescribed digit by a subscriber to talk to the agent
                      but before being answered by the agent.
                                     Method
Data Capture          The call queue waiting time shall be calculated from the time
                      the customer has keyed the relevant number in the IVR option
                      menu, for speaking to the customer care executive/operator.

                           The menu for speaking to the customer care operator shall be
                           given preference in the menu options and this menu shall not
                           be below the first sub-menu at the third layer, the first layer
                           being the choice of language and the second layer the service
                           menu.

                           The segmentation of customer categories is described in Para 3
                           of technical specifications Section-III). The CRM shall be able to
                           recognize the customer’s category even if a short code for
                           different category is not used by the customer.
Measurement                Daily
Interval
Reporting Period           Monthly




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        This SLA for 3 different categories (Segmentation) of customers is as below:

                                     Service Metric
  S No.         Service level category                 Metric value
    1                   Entry level                     60 seconds
    2                  Second level                     45 seconds
    3                   Third level                     30 seconds
                                      Service Level
  S No.      Percentage of calls attended                 Penalty
    1       > 91% calls attended within the Nil
                specified service metric for all
                category taken together
    2       85%-91% calls attended within 10% of monthly billed value
                the specified service metric
                for    all   category    taken
                together
    3       < 85% calls attended within the 20% of monthly billed value
                specified service metric for all
                category taken together

 1.4.     Customer satisfaction (voice to voice and IVRS)

SLA A4 –Customer satisfaction (Voice to voice)
Objective             To measure the quality of services offered by CCSP through:
                      - Operators and
                      - IVRS
                       via the measurement of end user’s satisfaction.
Definition            This is the measure of customers’ satisfaction with the way her
                      query/complaint has been handled by the call centre operator /
                      IVRS system. The CCSP shall be responsible for maintaining a
                      minimum level of customer satisfaction based on the criteria
                      defined by BSNL from time to time.

                           The satisfaction level of subscribers shall be collected on a four
                           point scale of 4:“very satisfied”, 3:“satisfied”, 2:“dissatisfied”
                           and 1:“very dissatisfied”
                                           Method
Data Capture               Customer survey would be administer in two ways:

                           1. The Contact center shall have a telephonic survey/SMS
                              based mechanism in place to capture customer’s
                              satisfaction and rating for calls handled by operators or
                              IVRS.
                              BSNL in consultation with CCSP shall finalize a set of survey
                              questions that shall be administered to a statistically
                              significant number of customers. This sample shall also be
                              dynamically defined by BSNL and CCSP For e.g. every 5th
                              customer to be administered customer satisfaction survey
                              etc.
                              100% call to be recorded for satisfaction survey calls.

                           2. In IVRS tree at first layer the customer shall be given an
                              option to provide satisfaction rating by pressing ‘*’. Similar



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                              to the above process, for all customers pressing ‘*’ a
                              Telephonic survey/SMS based customer satisfaction survey
                              shall be administered once the call is over.
                           3. CCSP shall also select customers for administering
                              Customer satisfaction survey.
Measurement                Weekly
Interval
Reporting Period           Monthly

                                        Service Level
  S. No.          Average satisfaction Score                    Penalty
 1           3 or more                            Nil
 2           2 to less than 3                     5% of the monthly bill value
 3           Less than 2                          10% of the monthly bill value

 1.5       IVRS content Efficiency (% of calls disposed of successfully at IVRS)

SLA A5 –IVRS Efficiency
Objective              To measure share of calls that are successfully disposed off by
                       the IVR System. This is to track if appropriate capacity of IVRS
                       and quality of content is in place to achieve minimum
                       successful disposal rate at IVRS.
Definition             This is measured as Number of calls satisfactorily disposed of at
                       IVRS / Total number of calls reaching IVRS.
                                      Method
Data Capture           The calls considered disposed off at the IVRS are the calls that
                       are ended at a defined level in the IVRS menu and which don’t
                       request for talking to the operator.
Measurement            Daily
Interval
Reporting Period       Monthly


                       Service Level (For Entry level customer)
 S. No.      % Calls satisfactorily disposed                 Penalty
             of at IVRS
 1           > 55%                             Nil
 2           Between 50 to 55 %                5% of monthly bill value
 3           Between 45 to 50 %                10% of monthly bill value
 4           < 45 %                            15% of monthly bill value

                 Service Level (For Second and Third Level customer)
 S. No.      % Calls satisfactorily disposed                Penalty
             of at IVRS
 1           > 40%                            Nil
 2           Between 35 to 40 %               5% of monthly bill value
 3           Between 30 to 35 %               10% of monthly bill value
 4           < 30 %                           15% of monthly bill value




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 1.6      Call abandonment rate (unanswered calls by operators)

   SLA A6 – Call abandonment rate (unanswered calls by operators)
  Objective              To ensure that no more than a certain % of calls
                         requesting an agent shall go unattended
  Definition             This measures % of calls that requested for agent but
                         were not answered by the agent.
                                    Method
  Data Capture           The CCSP shall track the number of calls requesting
                         agents and % of those calls that are being answered by
                         the agents
  Measurement            Daily
  Interval
  Reporting Period       Monthly

                                   Service Level
   S. No.     Calls unanswered by agents                  Penalty
   1          < 5%                            Nil
   2          Between 5%-10%                  10% of monthly bill value
   3          >10%                            20% of monthly bill value

 1.7      Call Quality Score

SLA A7 – Call quality score
Objective                To measure the quality of calls being handled by the contact
                         center agents. BSNL wants to ensure that certain standards be
                         adhered to during the calls and quality of information provided,
                         diction, language, politeness etc.
Definition               Call quality audit score is a method of scoring agent calls
                         against predefined parameters to ensure that the agents are
                         adhering to the quality standards as defined by BSNL.
                                         Method
Data Capture             The Contact center shall have a call logging facility to record at
                         least 10% calls that have been handled by the agents on a
                         random basis. A sample of these calls shall then be graded by
                         the call quality audit team from BSNL against pre-decided
                         parameters as mentioned in call observation Annexure III.
Measurement              Daily
Interval
Reporting Period         Monthly

                                     Service Level
    Sno           Score on Call quality                      Penalty
     1      < 85%                              Nil
     2      Between 80% to 85%                 2% of monthly billed value
     3      Between 75% to 80%                 5% of monthly billed value
     4      < 75%                              10% of monthly billed value

 1.8      SLA A8 - Accuracy of complaints/requests logging by operators




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1.8.1   Accuracy of complaints/requests logging by operators

  SLA A8 –Accuracy of complaint logging by operators
  Objective         To measure the accuracy with which agents register customer
                    complaints and requests in the system. BSNL would like to
                    ensure that no more than a small percentage of
                    complaints/requests are incorrectly captured.
  Definition        This is the percentage of complaints/requests that have been
                    captured incorrectly by the contact center agents making it
                    difficult to resolve the same.

                        The complaints/requests that have been marked wrong tag
                        shall   be   used   to   calculate   the   %    of   incorrect
                        complaints/requests logged by Contact center using the
                        following    formulae:    Total    wrong     or    incomplete
                        complaints/requests logged / Total complaints/requests logged
                        for the month.

                        The CCSP shall be provided access to complaints/requests that
                        have been marked wrong tag for their own appraisal.
                                         Method
  Data Capture          The resolution teams that actually work on the
                        complaints/requests shall have an option to mark a
                        complaints/requests incorrect or incomplete based on the
                        contents of a complaints/requests logged at CC.
  Measurement           Weekly
  Interval
  Reporting Period      Monthly

  Parameter                 Units of Measure      Penalty per month

  Calls                     >99%                  Nil
  (complaints/request)s
  with all details logged   95% to 99%            1% of the billed amount for the month
  into system
                            Less than 95%         2% of the billed amount for the month



 1.9    SLA A9: Response time for complaint/requests received from
        customers via SMS / email / Web / FAX

SLA A9 : Response time for complaint/requests received from customers via SMS
/ email / Web / FAX
Objective             To ensure promptness of the CCSP in dealing with
                      complaint/requests received from customers via SMS / email /
                      Web / FAX
Definition            This defines the % of communication via SMS / email / FAX/
                      web etc. (i.e. other than voice & IVRS) on which due action was
                      taken by CCSP and also responded within set limit from the
                      time of receipt of such communications.
                                      Method
Data Capture          The Contact center shall have a facility to record the date, time



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                           and counts of the communications received via each of the
                           communication means namely email, SMS, FAX, web and the
                           time within which due action and satisfactory response is sent
                           to the subscriber for each such communication received.
Measurement                Daily
Interval
Reporting Period           Monthly



                                     Service Metric
  S No.           Medium of receipt of          Maximum time within which due action
                  complaints/requests           taken by CCSP and satisfactory response
                                                is sent to the subscriber
    1                     SMS                                     4 hours
    2                    E-Mail                                  12 hours
    3                   Web-portal                                6 hours
    4                      FAX                                    6 hours
                                      Service Level
  S No.       Percentage of calls attended                       Penalty
    1       >     95%     complaints/requests Nil
                 attended within the specified
                 service   metric    for    all
                 mediums taken together
    2       85%-95%       complaints/requests 1% of monthly billed value
                 attended within the specified
                 service   metric    for    all
                 mediums taken together
    3       <     85%     complaints/requests 2% of monthly billed value
                 attended within the specified
                 service   metric    for    all
                 mediums taken together


 1.10     SLA for ensuring call back in time

 SLA A10 – for ensuring call back in time
 Objective              To ensure that the agents are calling back to customers
                        promptly, who are registering for a call back.
 Definition             In case customer has registered for a call back by the
                        contact center, if the waiting time in queue for talking to
                        agent was more than 100 seconds, to ensure that contact
                        center has called back within 15 minutes of registering for
                        the same.
                                      Method
 Data Capture           The Contact center shall have a facility to identify the time
                        making outbound call for call back as per time of registering
                        request for the same.
 Measurement            Daily
 Interval
 Reporting Period       Monthly




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                                    Service Level
 S No         Call back within 15 minutes                    Penalty
   1       > 90%                              Nil
   3       Between 75% to 90%                 1% of monthly billed value
   4       < 75%                              2% of monthly billed value



2.      SLAs Parameters for CDR SSAs

2.1.   SLA B1 - System Uptime (Voice response available to end customer)
2.1.1. The period in which no customer could be serviced due to fault in the system
       provided by CCSP which includes Hardware and Software but excludes reasons
       attributable to IVRS, ACD, CTI, bandwidth provided by BSNL. In other words,
       this SLA implies that Contact center services are fully available and system is
       not down for any reason. If CCSP is able to start handling the calls from this or
       other Contact center within the zone, the penalty under this sub-clause shall
       stop from the time diversion becomes successfully operative. Down time
       information shall be provided by BSNL however it shall be jointly signed by
       BSNL & CCSP representatives based on switch/ system logs & reports provided
       by BSNL.

2.1.2. Example: It shall be calculated based on formula “Total down time minutes /
       Total minutes in a month”. For example, the system was down for 2 hours in
       July 08; Uptime shall be = [100- {120/ (31 days x 24 hours x 60 minutes)}x
       100 ]= 99.73%


        Service   Level (measurement period : Daily, Reporting period : Monthly)
        S no      System uptime value for month              Penalty
          1       >= 99.7%                      Nil
          2       >= 98.7% but < 99.7%          1.0% of monthly billed amount
          3       >= 97% but < 98.7%            3.0% of monthly billed amount
          4       >= 95% but < 97 %             5.0 % of monthly billed amount
          5       >= 90% but < 95 %             10% of monthly billed amount
          6       < 90%                         20% of monthly billed amount

2.2.    Accessibility of call centre (electronic response)

SLA B2 – Accessibility of call centre (electronic response)
Objective               To measure the % of callers that fail to connect to contact
                        center. BSNL aims to ensure that most subscribers
                        attempting to contact call centre shall be able to connect to
                        it.
Definition              Percentage of calls getting rejected at the Contact center
                        during day Time Consistent Busy Hour (TCBH) averaged
                        over the month. This could be for want of Contact center
                        capacity or fault in some element of the Contact center that
                        is attributable to the CCSP.
                                      Method
Data Capture            The Contact center in-charge & representative of CCSP shall
                        carry out daily reconciliation after obtaining report from all



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                            connecting BSNL switches and the Contact center system.
                            Reconciled figures for all days in a month shall be totaled to
                            arrive at monthly call failure figure.
Measurement                 Daily
Interval
Reporting Period            Monthly

                                      Service Level
 S. no       % of Calls not able to Connect to                Penalty
                      contact center
   1        <= 4% (should it not be better Nil
                than TRAI)
   2        > 4% but < = 10%                    5%% of monthly billed value
   3        > 10% but < = 15%.                  10% of monthly billed value
   4        > 15%                               20% of monthly billed value

2.3.     SLA B3 - Calls Queue Waiting Time

SLA03 – Call Queue Waiting Time (Voice to voice)
Objective             To measure the amount of time subscribers have to wait
                      before they are able to speak to an operator (from the time
                      they leave IVRS). BSNL wants to ensure that the waiting
                      times for its customers are not more than a specified level.
Definition            This is the percentage of calls that are answered by the
                      contact center operators within a specified time period
                      during TCBH (Time Consistent Busy Hour). In other
                      words, it is the waiting time in Automatic Call Distributor
                      (ACD) queue after pressing prescribed digit by a subscriber
                      to talk to the agent but before being answered by the agent.
                                     Method
Data Capture          The call queue waiting time shall be calculated from the time
                      the customer has keyed the relevant number in the IVR
                      option menu, for speaking to the customer care
                      executive/operator.

                            The menu for speaking to the customer care operator shall
                            be given preference in the menu options and this menu shall
                            not be below the first sub-menu at the third layer, the first
                            layer being the choice of language and the second layer the
                            service menu.

                            The segmentation of customer categories is described in
                            Para 3 of technical specifications Section-III). The CRM shall
                            be able to recognize the customer’s category even if a short
                            code for different category is not used by the customer.
Measurement                 Daily
Interval
Reporting Period            Monthly




                                   Service Metric
       Sr       Service level category                        Metric value


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       1                 Entry level                            60 seconds
       2                Second level                            45 seconds
       3                 Third level                            30 seconds
                                        Service     Level
       Sr     Percentage of calls attended                       Penalty
       1     > 91% calls attended within the        Nil
             specified service metric for all
             category taken together
       2     85%-91% calls attended within          10% of monthly billed value
             the specified service metric for all
             category taken together
       3     < 85% calls attended within the        20% of monthly billed value
             specified service metric for all
             category taken together

2.3.1. In case the agent does not attend the call within 100 seconds, the voice mail
       service available in the contact center shall capture the customer input
       voice/other details so that the customer shall be called back.

2.4.       SLA B4 - Customer satisfaction (voice to voice)

 Objective        To measure the quality of services offered by CCSP through
                   Operators and via the measurement of end user’s satisfaction.
 Definition       This is the measure of customers’ satisfaction with the way the
                  query/complaint has been handled by the call centre operator. The
                  CCSP shall be responsible for maintaining customer satisfaction based
                  on the criteria defined by BSNL from time to time.

                  The satisfaction level of subscribers shall be collected on a four point
                  scale of 4:“very satisfied”, 3:“satisfied”, 2:“dissatisfied” and 1:“very
                  dissatisfied”
                                            Method
 Data             Customer survey would be administer in two ways:
 Capture
                  1. The Contact center shall have a telephonic survey/SMS based
                     mechanism in place to capture customer’s satisfaction and rating
                     for calls handled by operators or IVRS.
                     BSNL in consultation with CCSP shall finalize a set of survey
                     questions that shall be administered to a statistically significant
                     number of customers. This sample shall also be dynamically
                     defined by BSNL and CCSP For e.g. every 5th customer to be
                     administered customer satisfaction survey etc.
                     100% call to be recorded for satisfaction survey calls.

                  2. In IVRS tree at first layer the customer shall be given an option to
                     provide satisfaction rating by pressing ‘*’. Similar to the above
                     process, for all customers pressing ‘*’ a Telephonic survey/SMS
                     based customer satisfaction survey shall be administered once the
                     call is over.
                  3. CCSP shall also randomly select customers for administering
                     Customer satisfaction survey.
                  The dissatisfaction could be due to
                     a) CCSP



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                     b) BSNL service
                 The average satisfaction score shall be calculated from the set of
                 satisfaction survey calls where dissatisfaction is due to services of
                 CCSP.
 Measurem        Monthly
 ent
 Interval
 Reporting       Monthly
 Period
 Monitored       Daily, so that the agent can be briefed.


                                      Service Level
 S. No.          Average satisfaction Score                   Penalty
1           3 or more                            Nil
2           2 to less than 3                     5% of the monthly bill value
3           Less than 2                          10% of the monthly bill value

2.5.      Call abandonment rate (unanswered calls by operators)

 SLA B5 – Call abandonment rate (unanswered calls by operators)
Objective              To ensure that not more than a certain % of calls requesting
                       an agent shall go unattended
Definition             This measures % of calls that requested for agent but were
                       not answered by the agent.
                                   Method
Data Capture           The CCSP shall track the number of calls requesting agents
                       and % of those calls that are being answered by the agents
Measurement            Daily
Interval
Reporting Period       Monthly

                                  Service Level
S. No.      Calls unanswered by agents                    Penalty
1           < 5%                            Nil
2           Between 5%-10%                  10% of monthly bill value
3           >10%                            20% of monthly bill value

2.6.      Call Quality Score

SLA B6 – Call quality score
Objective                To measure the quality of calls being handled by the contact
                         center agents. BSNL wants to ensure that certain standards
                         be adhered to during the calls and quality of information
                         provided, diction, language, politeness etc.
Definition               Call quality audit score is a method of scoring agent calls
                         against predefined parameters to ensure that the agents are
                         adhering to the quality standards as defined by BSNL.
                                       Method
Data Capture             The Contact center shall have a call logging facility to record
                         at least 10% calls that have been handled by the agents on
                         random basis. A sample of these calls shall then be graded



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                            by the call quality audit team from BSNL against pre-decided
                            parameters as mentioned in call observation Annexure III.
Measurement                 Daily
Interval
Reporting Period            Monthly

                                   Service Level
  Sno           Score on Call quality                      Penalty
   1      < 85%                              Nil
   2      Between 80% to 85%                 2% of monthly billed value
   3      Between 75% to 80%                 5% of monthly billed value
   4      < 75%                              10% of monthly billed value


2.7.    SLA B7 - Accuracy of complaints/requests logging by operators

2.7.1. Accuracy of complaints/requests logging by operators

 SLA B7–Accuracy of complaint logging by operators
 Objective        To measure the accuracy with which agents register customer
                  complaints and requests in the system. BSNL would like to
                  ensure that no more than a small percentage of
                  complaints/requests are incorrectly captured.
 Definition       This is the percentage of complaints/requests that have been
                  captured incorrectly by the contact center agents making it
                  difficult to resolve the same.

                       The complaints/requests that have been marked wrong tag
                       shall   be   used   to   calculate   the   %    of   incorrect
                       complaints/requests logged by Contact center using the
                       following    formulae:    Total    wrong     or    incomplete
                       complaints/requests logged / Total complaints/requests logged
                       for the month.

                       The CCSP shall be provided access to complaints/requests that
                       have been marked wrong tag for their own appraisal.
                                        Method
 Data Capture          The resolution teams that actually work on the
                       complaints/requests shall have an option to mark a
                       complaints/requests incorrect or incomplete based on the
                       contents of a complaints/requests logged at CC.
 Measurement           Weekly
 Interval
 Reporting Period      Monthly

Parameter                 Units of Measure       Penalty

Calls                     >99%                   Nil
(complaints/request)s
with all details logged   95% to 99%             1% of the billed amount for the month
into system




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                           Less than 95%          2% of the billed amount for the month



 2.8.     SLA B8: Response time for complaint/requests received from
          customers via SMS / email / Web / FAX

SLA B8 : Response time for complaint/requests received from customers via SMS
/ email / Web / FAX
Objective             To ensure promptness of the CCSP in dealing with
                      complaint/requests received from customers via SMS / email /
                      Web / FAX
Definition            This defines the % of communication via SMS / email / FAX/
                      web etc. (i.e. other than voice & IVRS) on which due action was
                      taken by CCSP and also responded within set limit from the
                      time of receipt of such communications.
                                      Method
Data Capture          The Contact center shall have a facility to record the date, time
                      and counts of the communications received via each of the
                      communication means namely email, SMS, FAX, web and the
                      time within which due action and satisfactory response is sent
                      to the subscriber for each such communication received.
Measurement           Daily
Interval
Reporting Period      Monthly




                                       Service Metric
  S No.           Medium of receipt of          Maximum time within which due action
                  complaints/requests           taken by CCSP and satisfactory response is
                                                sent to the subscriber
     1                    SMS                                      4 hours
     2                   E-Mail                                   12 hours
     3                  Web-portal                                 6 hours
     4                     FAX                                     6 hours
                                       Service Level
  S No.       Percentage of calls attended                        Penalty
    1       >     95%     complaints/requests Nil
                 attended within the specified
                 service   metric    for    all
                 mediums taken together
     2      85%-95%       complaints/requests 1% of monthly billed value
                 attended within the specified
                 service   metric    for    all
                 mediums taken together
     3      <     85%     complaints/requests 2% of monthly billed value
                 attended within the specified
                 service   metric    for    all
                 mediums taken together




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 2.9.     SLA B9: for ensuring call back

SLA B9 – for ensuring call back
Objective               To ensure that the agents are calling back to customers
                        promptly, who are registering for a call back.
Definition              In case customer has registered for a call back by the contact
                        center, if the waiting time in queue for talking to agent was
                        more than 100 seconds, to ensure that contact center has
                        called back within 15 minutes of registering for the same.
                                        Method
Data Capture            The Contact center shall have a facility to identify the time
                        making outbound call for call back as per time of registering
                        request for the same.
Measurement             Daily
Interval
Reporting Period        Monthly


                                     Service Level
   S No        Call back within 15 minutes                    Penalty
     1      > 90%                              Nil
     3      Between 75% to 90%                 1% of monthly billed value
     4      < 75%                              2% of monthly billed value


 3.       Key Performance Indicators (KPIs)

 3.1.      Similar to SLAs defined in the above sections, there are other Key
           performance parameters that shall be tracked on a regular basis to evaluate
           the contact center’s performance. BSNL reserves the right to include any of
           these KPIs as part of the SLAs from a future date in consultation with the
           CCSP.

 3.2.      Unlike SLAs, these KPI’s shall not be linked to commercial penalties, but the
           CCSP is expected to maintain and ensure that its performance on these
           parameters is acceptable. In the daily, monthly and quarterly review meetings
           BSNL and CCSP shall jointly take decisions regarding acceptable performance
           required on different KPI’s as per the governance model defined in Para 6 of
           this section. If the CCSP fails to meet these expectations over an extended
           period of time (2-3 months) that BSNL may terminate the contract with the
           CCSP.

 3.3.      The important KPI’s are listed as follows.

 3.3.1.    Average call handling time (ACHT) at IVRS

      KPI 01 – Average Call Handling time at IVRS
      Objective           It is a measure to ensure that the IVRS menus/content is
                          appropriately designed so that it does not take too long for
                          the customers to be self-serviced through IVRS.




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     Definition              This measures the time it takes for the customers to be
                             successfully serviced by the IVRS.
                                          Method
     Data Capture            The CCSP shall be responsible for design and updating of
                             IVRS content and Tree structure. Based on top
                             queries/complaint categories every month the CCSP shall
                             suggest changes in the IVRS flow / content so that the
                             customers can be serviced efficiently.
     Measurement             Daily
     Interval
     Reporting Period        Monthly


 3.3.2.   Time taken for modification of IVRS content/Tree (For Non-CDR SSAs)

KPI 02 - Time taken for modification of IVRS content/Tree
Objective               To measure if the content updates on IVRS are taking place
                        within a reasonable time.
Definition              This is the measure of time taken for CCSP to modify the
                        contents of IVRS menu/Tree after changes have been approved
                        by BSNL.

                           Normally this shall be completed within 3 working days and
                           shall never exceed more than 7 working days from the date of
                           approval
                                          Method
Data Capture
Measurement                Weekly
Interval
Reporting Period           Monthly


 3.3.3.   Percentage of repeat calls

KPI03 – Percentage of repeat calls
Objective              To measure the number of customers who call the call centre
                       more than once in a specified time period. High percentage of
                       repeat calls indicate problems at satisfying customer at first call
Definition             Repeat calls shall be defined as the calls made by subscribers
                       who have already called the contact center on the same date
                       (from 0.00 hrs to 24.00 Hrs) preceding this repeat call.

                           The purpose of this metric is to ensure that contact center
                           operators are handling calls in satisfactory manner to ensure
                           minimum need for customers to call again.

                           The measurement of this KPI shall be calculated as the number
                           of Repeat calls divided by the number of Total calls
                                          Method
Data Capture               CCSP shall monitor and report on repeat calls, as defined
                           above, on daily basis.
Measurement                Daily



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Interval
Reporting Period           Monthly

 Note: Based on report from the CCSP system regarding repeat calls from same phone
 number during specified period, BSNL may ask CCSP to make outbound calls to find out
 cause of such repeat calls, especially from the point of view to know whether the quality
 of response was satisfactory and why the subscriber had to dial repeatedly.

 3.3.4.    Time taken for resolution of complaints

KPI 04 – Time taken for resolution of complaints
Objective              To measure the time taken for resolution of complaints. Though
                       all types of complaints would not be resolved by the CCSP
                       operators, but BSNL wants to monitor this metric to track
                       resolution performance of internal and CCSP teams both.
Definition             This KPI shall measure the % of complaints resolved within
                       specified time limits. (Pending for less than 24 hours, 1-3 days,
                       3-7 days,> 7 days). These times shall be tracked for all
                       different categories of complaints.
                                       Method
Data Capture           CCSP shall monitor and report on complaints resolution times
                       for all categories of complaints
Measurement            Weekly
Interval
Reporting Period       Monthly

 3.3.5.    Calls per subscriber (for reporting Purpose)

KPI05 – Calls per subscriber
Objective               To measure the call volume generated by BSNL customers for
                        contact center.
Definition              This shall be measured by taking total number of calls
                        attempted by customers / Total number of subscriber at the
                        beginning of every month.

                           Along with calls per subscriber the CCSP shall also track total
                           calls received at contact center, total complaints received etc.
                           in the monthly performance report template
                                          Method
Data Capture
Measurement                Daily
Interval
Reporting Period           Monthly

 4.       SLAs terms and conditions
 4.1.      The SLA parameters specified above may be reviewed by BSNL annually in
           coordination with the CCSP according to Governance Model defined in this
           tender document.
 4.2.      BSNL may decide and impose other justified penalty on CCSP in case of non-
           performance of any clause of the agreement.
 4.3.      There shall, however, be a provision for scheduled maintenance downtime
           during the lean traffic hours, which shall be fixed in coordination with BSNL.


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         The total window of time for these shall not exceed 08 hours in a month with
         a limit of 04 hours for each such window. However, in this case, CCSP has to
         make alternate arrangement to route the calls during preventive maintenance
         while ensuring SLA parameters.

4.4.     BSNL/Regulator/Licensor or their designated agency shall have the right to
         conduct random Quality of Service (QoS) Audits with respect to SLA or any
         other parameters at any time without prior notice.
4.5.     BSNL shall collect customer feedback with respect to their satisfaction level
         for various services offered through medium like e-mail, SMS as well as
         various Websites of BSNL.

4.6.     The CCSP shall submit reports on all the SLA parameters defined in this
         section to BSNL in accordance with the specified formats and reporting
         periods. BSNL may ask the CCSP to provide clarifications on these reports as
         well as the measurement tools and processes utilized by the CCSP for
         Reporting. BSNL shall verify the veracity of these reports by conducting Audits
         on its own or by using the services of an external Auditor. BSNL shall have full
         excess to check the status /report at any time. CCSP shall extend full
         cooperation for conducting such audits.
4.7.     SD/ PBG shall be forfeited/ en-cashed for unsatisfactory service to BSNL after
         allowing reasonable chance to set right the service deficiencies to the full
         satisfaction of BSNL. SD/ PBG can also be forfeited/ en-cashed to set off claim
         of BSNL for penalty.
4.8.     During the period of failure of contact center, the calls shall be diverted to
         other Contact center by CCSP in the least possible time with intimation to the
         Contact center in-charge (BSNL) or any other officer nominated by the BSNL
         of the concerned Contact center.
4.9.     If the contact center goes down because of reasons other than those
         envisaged in FORCE MAJEURE clause, penalty as per SLA clause shall be
         deducted from the CCSP’s claim.

5.       SLA penalties- Upper ceiling

5.1.     The maximum penalty shall be 25% of the billed amount of that month for
         Non-CDR SSAs and CDR SSAs separately, in case multiple SLAs come into
         consideration. Penalty calculation shall be on monthly basis and separately for
         Non-CDR and CDR SSAs.
5.2.     Penalty on account of non compliance of SLAs during the first three months of
         operations of contact center by CCSP (i.e. three months from the date the
         contact center starts rendering the service to BSNL) may be relaxed by BSNL
         in case BSNL decides the same to be justified in view of stabilization of
         operations.




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6.      Governance Model
6.1.     A three tier governance model shall assist and review call centre’s
         performance on a regular basis. The objective of this structure would be to
         rigorously monitor quality of service provided by contact center, define and
         update SLAs/KPIs and issue resolution. Three types of formal joint reviews
         and frequencies have been defined, between BSNL and CCSP. Minutes of all
         the following meetings shall be necessarily issued by BSNL.

6.2.      Daily coordination meeting: This shall be a daily meeting between BSNL
          monitoring team, nodal officer and CCSP team leaders. The objectives of this
          meeting shall be:
 6.2.1.   Day to day delivery of in-scope services
 6.2.2.   Issue resolution
 6.2.3.   Performance reports / monitoring
 6.2.4.   Coordination with back end
 6.2.5.   Trainings / info sharing



6.3.      Monthly Operational review: This shall be a monthly contact center
          performance review meeting. Annexure IV is an indicative template to be
          used for these meetings. The objective and of these meeting is listed below:
 6.3.1.   Review against SLAs and KPIs
 6.3.2.   Changes in SLA / Segmentation / Customer survey etc.
 6.3.3.   Out of scope change requests
 6.3.4.   Escalated issued
 6.3.5.   Outlook for the next month

6.4.    Strategic business review meeting: This review shall happen quarterly with
        the top management participation, both from BSNL and CCSP, to review
        overall relationship with the vendor and to
 6.4.1. Review of customer satisfaction with contact center
 6.4.2. New services to be catered
 6.4.3. New SLAs/KPIs to be introduced

6.5.      The review process could be altered on need basis through consultations
6.6.      BSNL shall put in place a dedicated team to regularly liaison with Contact
          center Service Provider and participate in the above defined reviews.
6.7.      The CCSP shall be responsible for convening these meetings. The CCSP shall
          provide a dedicated team of relationship managers at different levels to
          liaison with BSNL officials and be regularly part of the joint reviews
6.8.      At the highest level there shall be a Chief Delivery Officer (account manager)
          who shall be fully responsible to maintain the BSNL account at the service
          provider’s end and take decisions in this respect.
6.9.      For each circle being served by the contact center, there shall be dedicated
          project leaders who shall work as relationship managers and liaison with
          nodal officer, audit and resolution teams at the circle level.
6.10.     For the day to day management of contact center operators there shall be
          adequate number of supervisors (team leaders) who would interact with the
          BSNL audit team that is working out of the CCSP premises. They shall also




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 71 of 102
           assist the monitoring teams in collecting and collating different MIS related to
           CC performance.
6.11.      The participants required for each of these review meetings have been
           defined below:

           Review type                                 Contact center representation
                                                       required
           Strategic Business Review (quarterly)       Chief delivery officer, Project leaders
                                                       and Team leaders
           Operational review (monthly)                Project leaders, Team leaders
           Coordination meetings                       Team leaders

7.        Quality Audits

7.1.       BSNL shall conduct scheduled quality audits at regular intervals to evaluate
           performance of contact center on wide range of parameters, including
           parameters that may not be part of SLAs / KPIs. BSNL/Licensor/TRAI reserves
           the right to conduct un-scheduled quality audits as and when required over
           and above the scheduled quality audits.
7.2.       Quality audits shall focus on two broad areas (but not limited to):

7.2.1.     Quality of infrastructure:
   i)     Quality of agent equipments like IP phones, headsets and workstations
   ii)    IT infrastructure, servers, IVRS
   iii)   Quality of ambience, lighting, air-conditioning, floor spacing, acoustic effect
   iv)    Security of personnel and data

7.2.2. Agent Quality/Product Knowledge:
   i) Content and frequency of trainings conducted
   ii) Awareness about BSNL and its products amongst agents (online tests could be
        conducted at predefined intervals to check agent knowledge)
   iii) Agent qualification levels, attrition rates and career paths



                                       *************




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 72 of 102
                                                    Section V
                                                    Bid form

Tender      No. .............................                                     Date: .................

To
         AGM (MM),
         MM Cell, BSNL Corporate office
         II Floor Bharat Sanchar Bhawan,
         Janpath New Delhi-110001

Dear Sir,

1.       Having examined the conditions of contract and specifications including
         clarifications, amendment/addenda Nos......................the receipt of which is
         hereby duly acknowledged, we, undersigned, offer to supply set up and
         deliver .............................................. in conformity with the said drawings,
         conditions of contract and specifications for the sum shown in the schedule of
         prices attached herewith and made part of this Bid.

2.       We undertake, if our Bid is accepted, to commence deliveries within (     )
         months and to complete the work specified in the contract within ( ) months
         calculated from the date of issue of your purchase order (PO).

3.       If our Bid is accepted, we shall obtain the performance guarantees of a
         Scheduled Bank for a sum Rs. 5 Crore per contact center zone project, for the
         due performance of the contract.

4.       We agree to abide by this Bid for a period of ------- days from the date fixed
         for Bid opening and it shall remain binding upon us and may be accepted at
         any time before the expiration of that period.

5.       Until a formal Purchase Order of Contract is prepared and executed, this Bid
         together with your written acceptance thereof in your notification of award shall
         constitute a binding contract between us.

6.       Bid submitted by us is properly sealed and prepared so as to prevent any
         subsequent alteration and replacement.

7.       We understand that you are not bound to accept the lowest or any bid, you
         may receive.

         Dated this .............................. day of ........................ 200


Name and Signature ------------------------
In the capacity of ----------------------
Duly authorized to sign the bid for and on behalf of ..............................................

witness .........................................
Address ......................................
Signature




[Contact Center for wire-line services, Broadband and associated VAS]           [Signature of bidder] Page 73 of 102
                                       Section- VI
                              Financial proposal (Bid) - B1

                      Wireline Contact center Project 1- South Zone

I/ We/ M/s………………………………………………………………………………offer following price for
providing professionally managed Contact center service to BSNL

S. No.                                                    Unit Rate in           Unit Rate in
                                   Pricing                figures (Up to         words
          Item
                                   parameter              two     decimal
                                                          places) in INR

1.        For Non-CDR SSAs


1.1.      Charges for                                            (Say)
                                   Per connect
          handling calls on
                                   minute
          IVRS
1.1.1.    Year 1                           -do-                   A1
1.1.2.    Year 2                           -do-                   A2
1.2.      Charges for
          handling calls by
                                   Per connect
          agents (inbound
                                   minute
          as well as
          outbound)
1.2.1.    Year 1                           -do-                   B1
1.2.2.    Year 2                           -do-                   B2

2.        For CDR SSAs

2.1.      Charges for
          handling calls by
                                   Per connect
          agents (inbound
                                   minute
          as well as
          outbound)
2.1.1.    Year 1                           -do-                   C1

2.1.2.    Year 2                           -do-                   C2

2.1.3.    Year 3                           -do-                   C3

2.1.4.    Year 4 (Optional)                -do-                   C4

2.1.5.    Year 5 (Optional)                -do-                   C5



Note:
1. The rate is inclusive of all statutory levies, duties and taxes but excluding Service
    Tax. Service Tax shall be payable by BSNL over and above the approved prices, as
    may be applicable during period of contract.
2. The rate for invoicing shall be rounded to 2 decimal points. Any figure after 2
    decimal points shall be ignored for all purposes.



[Contact Center for wire-line services, Broadband and associated VAS]    [Signature of bidder] Page 74 of 102
3. Financial evaluation shall be as per the Financial Evaluation Criteria mentioned in
   the Section II. For the purpose of evaluation (Weight-age of 20% for S. No. 1 and
   Weight-age of 80% for S. No. 2) shall be given.
4. In case of variation between rate mentioned in figures & words, the amount in
   words shall prevail.
5. Permissible upper limit of increment in any year quoted price (for all the items at
   S. No.1 and 2) is 5% over the previous year quoted price. In case bidders in any
   year quotes higher than 5% over the previous year price, then same shall be
   considered for the purpose of evaluation, however if the bidder is successful then
   payment rate for that year shall be restricted to 5% incremental over the
   preceding year price.
6. Quoted Rates of Agent connect minutes for the CDR SSAs (as in the item no. 2.1)
   cannot be higher than Rates of Agent connect minutes (at item no. 1.2 of the non-
   CDR SSAs) for corresponding year. In case bidders quotes higher rate for agent
   connect minutes for the CDR SSAs than rates for non-CDR SSAs in corresponding
   year, then same shall be considered for the purpose of evaluation, however if the
   bidder is successful then payment rate for corresponding year in the CDR SSAs
   shall be restricted to corresponding year rate of non-CDR SSAs.
7. The above rates cover the complete scope of work mentioned in the document .




                                                       (Signature of Authorized Signatory)
                                                                  Name…………………………….
                                                                               Official Seal




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 75 of 102
                              Financial proposal (Bid) - B2

                       Wireline Contact center Project 2- East Zone


I/ We/ M/s………………………………………………………………………………offer following price for
providing professionally managed Contact center service to BSNL


S. No.                                                    Unit Rate in           Unit Rate in
                                   Pricing                figures (Up to         words
          Item
                                   parameter              two     decimal
                                                          places) in INR

1.        For Non-CDR SSAs


1.1.      Charges for                                            (Say)
                                   Per connect
          handling calls on
                                   minute
          IVRS
1.1.1.    Year 1                           -do-                   A1
1.1.2.    Year 2                           -do-                   A2
1.2.      Charges for
          handling calls by
                                   Per connect
          agents (inbound
                                   minute
          as well as
          outbound)
1.2.1.    Year 1                           -do-                   B1
1.2.2.    Year 2                           -do-                   B2

2.        For CDR SSAs

2.1.      Charges for
          handling calls by
                                   Per connect
          agents (inbound
                                   minute
          as well as
          outbound)
2.1.1.    Year 1                           -do-                   C1

2.1.2.    Year 2                           -do-                   C2

2.1.3.    Year 3                           -do-                   C3

2.1.4.    Year 4 (Optional)                -do-                   C4

2.1.5.    Year 5 (Optional)                -do-                   C5



Note:
1. The rate is inclusive of all statutory levies, duties and taxes but excluding Service
    Tax. Service Tax shall be payable by BSNL over and above the approved prices, as
    may be applicable during period of contract.




[Contact Center for wire-line services, Broadband and associated VAS]    [Signature of bidder] Page 76 of 102
2. The rate for invoicing shall be rounded to 2 decimal points. Any figure after 2
   decimal points shall be ignored for all purposes.
3. Financial evaluation shall be as per the Financial Evaluation Criteria mentioned in
   the Section II. For the purpose of evaluation (Weight-age of 20% for S. No. 1 and
   Weight-age of 80% for S. No. 2) shall be given.
4. In case of variation between rate mentioned in figures & words, the amount in
   words shall prevail.
8. Permissible upper limit of increment in any year quoted price (for all the items at
   S. No.1 and 2) is 5% over the previous year quoted price. In case bidders in any
   year quotes higher than 5% over the previous year price, then same shall be
   considered for the purpose of evaluation, however if the bidder is successful then
   payment rate for that year shall be restricted to 5% incremental over the
   preceding year price.
5. Quoted Rates of Agent connect minutes for the CDR SSAs (as in the item no. 2.1)
   cannot be higher than Rates of Agent connect minutes (at item no. 1.2 of the non-
   CDR SSAs) for corresponding year. In case bidders quotes higher rate for agent
   connect minutes for the CDR SSAs than rates for non-CDR SSAs in corresponding
   year, then same shall be considered for the purpose of evaluation, however if the
   bidder is successful then payment rate for corresponding year in the CDR SSAs
   shall be restricted to corresponding year rate of non-CDR SSAs.
6. The above rates cover the complete scope of work mentioned in the document .




                                                       (Signature of Authorized Signatory)
                                                                  Name…………………………….
                                                                               Official Seal




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 77 of 102
                              Financial proposal (Bid) - B3

                      Wireline Contact center Project 3- West Zone


I/ We/ M/s………………………………………………………………………………offer following price for
providing professionally managed Contact center service to BSNL


S. No.                                                    Unit Rate in           Unit Rate in
                                   Pricing                figures (Up to         words
          Item
                                   parameter              two     decimal
                                                          places) in INR

1.        For Non-CDR SSAs


1.1.      Charges for                                            (Say)
                                   Per connect
          handling calls on
                                   minute
          IVRS
1.1.1.    Year 1                           -do-                   A1
1.1.2.    Year 2                           -do-                   A2
1.2.      Charges for
          handling calls by
                                   Per connect
          agents (inbound
                                   minute
          as well as
          outbound)
1.2.1.    Year 1                           -do-                   B1
1.2.2.    Year 2                           -do-                   B2

2.        For CDR SSAs

2.1.      Charges for
          handling calls by
                                   Per connect
          agents (inbound
                                   minute
          as well as
          outbound)
2.1.1.    Year 1                           -do-                   C1

2.1.2.    Year 2                           -do-                   C2

2.1.3.    Year 3                           -do-                   C3

2.1.4.    Year 4 (Optional)                -do-                   C4

2.1.5.    Year 5 (Optional)                -do-                   C5



Note:
1. The rate is inclusive of all statutory levies, duties and taxes but excluding Service
    Tax. Service Tax shall be payable by BSNL over and above the approved prices, as
    may be applicable during period of contract.




[Contact Center for wire-line services, Broadband and associated VAS]    [Signature of bidder] Page 78 of 102
2. The rate for invoicing shall be rounded to 2 decimal points. Any figure after 2
   decimal points shall be ignored for all purposes.
3. Financial evaluation shall be as per the Financial Evaluation Criteria mentioned in
   the Section II. For the purpose of evaluation (Weight-age of 20% for S. No. 1 and
   Weight-age of 80% for S. No. 2) shall be given.
4. In case of variation between rate mentioned in figures & words, the amount in
   words shall prevail.
9. Permissible upper limit of increment in any year quoted price (for all the items at
   S. No.1 and 2) is 5% over the previous year quoted price. In case bidders in any
   year quotes higher than 5% over the previous year price, then same shall be
   considered for the purpose of evaluation, however if the bidder is successful then
   payment rate for that year shall be restricted to 5% incremental over the
   preceding year price.
5. Quoted Rates of Agent connect minutes for the CDR SSAs (as in the item no. 2.1)
   cannot be higher than Rates of Agent connect minutes (at item no. 1.2 of the non-
   CDR SSAs) for corresponding year. In case bidders quotes higher rate for agent
   connect minutes for the CDR SSAs than rates for non-CDR SSAs in corresponding
   year, then same shall be considered for the purpose of evaluation, however if the
   bidder is successful then payment rate for corresponding year in the CDR SSAs
   shall be restricted to corresponding year rate of non-CDR SSAs.
6. The above rates cover the complete scope of work mentioned in the document .




                                                       (Signature of Authorized Signatory)
                                                                  Name…………………………….
                                                                               Official Seal




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 79 of 102
                              Financial proposal (Bid)- B4

                      Wireline Contact center Project 4- North Zone


I/ We/ M/s………………………………………………………………………………offer following price for
providing professionally managed Contact center service to BSNL


S. No.                                                    Unit Rate in           Unit Rate in
                                   Pricing                figures (Up to         words
          Item
                                   parameter              two     decimal
                                                          places) in INR

1.        For Non-CDR SSAs


1.1.      Charges for                                            (Say)
                                   Per connect
          handling calls on
                                   minute
          IVRS
1.1.1.    Year 1                           -do-                   A1
1.1.2.    Year 2                           -do-                   A2
1.2.      Charges for
          handling calls by
                                   Per connect
          agents (inbound
                                   minute
          as well as
          outbound)
1.2.1.    Year 1                           -do-                   B1
1.2.2.    Year 2                           -do-                   B2

2.        For CDR SSAs

2.1.      Charges for
          handling calls by
                                   Per connect
          agents (inbound
                                   minute
          as well as
          outbound)
2.1.1.    Year 1                           -do-                   C1

2.1.2.    Year 2                           -do-                   C2

2.1.3.    Year 3                           -do-                   C3

2.1.4.    Year 4 (Optional)                -do-                   C4

2.1.5.    Year 5 (Optional)                -do-                   C5



Note:
1. The rate is inclusive of all statutory levies, duties and taxes but excluding Service
    Tax. Service Tax shall be payable by BSNL over and above the approved prices, as
    may be applicable during period of contract.




[Contact Center for wire-line services, Broadband and associated VAS]    [Signature of bidder] Page 80 of 102
2. The rate for invoicing shall be rounded to 2 decimal points. Any figure after 2
    decimal points shall be ignored for all purposes.
3. Financial evaluation shall be as per the Financial Evaluation Criteria mentioned in
    the Section II. For the purpose of evaluation (Weight-age of 20% for S. No. 1 and
    Weight-age of 80% for S. No. 2) shall be given.
4. In case of variation between rate mentioned in figures & words, the amount in
    words shall prevail.
10. Permissible upper limit of increment in any year quoted price (for all the items at
    S. No.1 and 2) is 5% over the previous year quoted price. In case bidders in any
    year quotes higher than 5% over the previous year price, then same shall be
    considered for the purpose of evaluation, however if the bidder is successful then
    payment rate for that year shall be restricted to 5% incremental over the
    preceding year price.
5. Quoted Rates of Agent connect minutes for the CDR SSAs (as in the item no. 2.1)
    cannot be higher than Rates of Agent connect minutes (at item no. 1.2 of the non-
    CDR SSAs) for corresponding year. In case bidders quotes higher rate for agent
    connect minutes for the CDR SSAs than rates for non-CDR SSAs in corresponding
    year, then same shall be considered for the purpose of evaluation, however if the
    bidder is successful then payment rate for corresponding year in the CDR SSAs
    shall be restricted to corresponding year rate of non-CDR SSAs.
6. The above rates cover the complete scope of work mentioned in the document .




                                                       (Signature of Authorized Signatory)
                                                                  Name…………………………….
                                                                               Official Seal




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 81 of 102
                                      Section VII
                                 BID SECURITRY FORM

Tender No:

Whereas .................................. (hereinafter called “the Bidder”) has submitted its
bid dated............for the supply of ........................ vide Tender No……………………
dated............ KNOW ALL MEN by these presents that We....................... Of
.................... having our registered office at .................(hereinafter called “the
Bank”) are bound unto Bharat Sanchar Nigam Limited (hereinafter called “the
Purchaser”) in the sum of Rs.................... for which payment shall and truly to be
made of the said Purchaser, the Bank binds itself, its successors and assigns by these
present.

THE CONDITIONS of the obligation are:

1.     If the Bidder withdraws his bid during the period of bid validity specified by the
       Bidder on the Bid form or

2.     If the Bidder, having been notified of the acceptance of his bid by the
       Purchaser during the period of bid validity

       (a)     fails or refuses to execute the Contract, if required; or

       (b)     fails or refuses to furnish the Performance                      Security,    in
               accordance with the instructions to Bidders.

We undertake to pay to the Purchaser up to the above amount upon receipt of its first
written demand, without the purchaser having to substantiate its demand, provided
that in its demand, the purchaser shall note that the amount claimed by it is due to it
owning to the occurrence of one or both of the two conditions, specifying the occurred
condition or conditions.

This guarantee shall remain in force as specified in clauses 15 Section II of the Bid
Document up to and including THIRTY (30) days after the Period of bid validity and
any demand in respect thereof should reach the Bank not later than the specified
date/dates.


                                                           Signature of the Bank Authority.

                                                                        Name

                                                                        Signed in Capacity of


Name & Signature of witness                                             Full address of Branch

Address of witness                                                      Tel No. of Branch
                                                                        Fax No. of Branch




[Contact Center for wire-line services, Broadband and associated VAS]    [Signature of bidder] Page 82 of 102
                                     Section VIII
                                  DEED OF INDEMNITY

               (On Non-Judicial stamp paper of appropriate value)

This DEED OF INDEMNITY is executed on this the                              Oct ’09 , by

1.     <<Name of the Bidder>>, a company registered under the Companies Act,
       1956 and having its registered office at <<Address of the Bidder>> acting
       through << Authorized Signatory>> is hereinafter, for the purposes of this
       Deed of Indemnity, be collectively referred to as ‘Contact center Service
       Providers’ or ‘CCSP’ is authorized representative, authorized to execute this
       Deed of Indemnity on behalf of the Contact center Service Providers or
       CCSP. {Here Contact center Service Provider “CCSP” and “bidder” mentioned
       in the bid (tender) document are the same entity}.

TO AND IN FAVOUR OF

Bharat Sanchar Nigam Limited, through the General Manager MM BSNL CO New
Delhi (hereinafter referred to as the Purchaser which expression shall unless
repugnant to the context or meaning thereof mean and be deemed to include its
authorized representatives and permitted assigns) On the Other Part.

WHEREAS

 (a)      The Purchaser had invited bids vide their Tender No 11-1/2009-CC/IT
          DATED xx/xx/2009 (hereinafter referred to as ‘Tender’) for the purpose of
          contact center services for Wire-line Broadband and associated VAS, in
          BSNL.
 (b)      The CCSP had submitted its proposal dated ___ (hereinafter referred to as
          the ‘Bid’) for the provision of such services in accordance with its proposal as
          set out in its Bid and in accordance with the terms and conditions of the
          Tender.
 (c)      The Tender Document requires the CCSP to indemnify the Purchaser against
          all third party claims of infringement of patent, trademark or industrial
          design rights arising from use of goods or any part thereof in the mentioned
          work.
 (d)      The CCSP has in order to comply with the terms of the Tender agreed to
          execute the Deed of Indemnity on such terms and conditions more fully
          mentioned below.

NOW THIS DEED OF INDEMNITY WITNESSETH AS FOLLOWS:


1.      The CCSP shall, in consideration of the Purchaser making payment under and
        in accordance with the Tender Document, hereby agrees to indemnify the
        Purchaser against any costs, loss, damages, and claims from third parties or
        liabilities suffered by the Purchaser and directly arising out of the following
        reasons:
       a.       any illegal or unauthorized use (piracy) or in connection with any claim
                or proceedings relating to any breach or violation of any
                permission/license terms or infringement of any Intellectual Property




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 83 of 102
               Rights by the CCSP or any sub-contractor during the course of
               performance of the Services.
       b.      Any litigation arising out with the original software solution provider in
               case of bundled software for which separate licenses would otherwise
               have been required.
       c.      The CCSP shall protect, defend, indemnify and hold harmless to BSNL
               and its employees, officers, Directors, agents or representatives from
               and against any and all liabilities, damages, fines, penalties and cost
               (including legal costs and disbursements) arising from:

                I.    Any breach of any statute, regulation, direction, orders or
                      standards from any governmental body, agency or regulator
                      issued    with    respect    to   the    product/services    being
                      supplied/provided under this Tender.
               II.    Any claim made by third parties arising out of the use of the
                      services of BSNL being provided by the CCSP to the extent these
                      are attributable solely to the poor quality or non-compliance of
                      the products/services to the respective specifications.
              III.    Any claims arising from the customers or other service providers
                      in connection with interruptions or degradation of Services due to
                      non-availability of services beyond the stipulated time frame as
                      contained in AMC and solely attributable to the bidder of the
                      product and services under this Tender.
               IV.    Any claim that the equipment/ services or any value addition
                      component offered and supplied by the bidder in this Tender,
                      infringe any patent, trademarks or copyrights of any third party.

2.       This Deed of Indemnity shall stand terminated on expiry of or early
         termination of the contract period as envisaged in the above said Tender
         requirement.

3.       This Deed of Indemnity shall be governed by and construed in accordance
         with Indian law. The CCSP shall comply with all the laws, directives,
         guidelines etc. of the land where Service provider is located and shall be fully
         responsible for the same. The service provider shall indemnify BSNL for any
         liability arising out of non compliance of the same.

4.       This deed of indemnity shall survive the termination or expiry of the contract.




                                                                (Authorized Signatory)
                                                                  Date:
                                                                  Place:
                                                              << Name of the Bidder>>

Witness 1:



Witness 2:




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 84 of 102
                                Section- IX
                PERFORMANCE SECURITY GUARANTEE (PBG) BOND

        In    consideration   of     the    BSNL     having   agreed     to    exempt
_____________________ (hereinafter called ‘the said contractor(s)’) from the
demand under the terms and conditions of an agreement/(Purchase Order) No…………
        ……………                dated. Made between… …and……………….          For………………for
the supply     ……(hereinafter called “the said agreement”), of security deposit for the
due fulfillment by the said Agreement, on production of the bank guarantee
for………………………………………….we, (name of the bank)
               (here in after refer to as the “the bank”) at the request of
_____________________________________(contractor(s)) do hereby undertake to
pay to the BSNL amount not exceeding__________________________________
        against any loss or damage caused to or suffered or would be caused to or
suffered by the government by reason of any breach by the said Contractor(s) of any
of the terms or conditions contained in the said Agreement..
2       We (name of the bank) _______________________________________
        ____________________________________do hereby undertake to pay the
amounts due and payable under this guarantee without any demure, merely on a
demanded from the BSNL stating that the amount claimed is due by way of loss or
damage caused to or would be caused to or suffered by the BSNL by reason of breach
by the said contractor(s)’ of any of the terms or conditions contained in the said
Agreement or by reason of the contractor(s)’ failure to perform the said Agreement.
Any such demand made on the bank shall be conclusive as regards the amount due
and payable by the Bank under this guarantee where the decision of the BSNL in these
counts shall be final and binding on the bank. However, our liability under this
guarantee      shall    be    restricted     to    an     amount     not    exceeding
        _______________________________________________________

3. We undertake to pay to the BSNL any money so demanded not withstanding any
dispute or disputes raised by the contractor(s)/supplier(s) in any suit or proceeding
pending before any court or tribunal relating thereto our liability under this present
being absolute and unequivocal. The payment so made by us under this bond shall be
valid discharge of our liability for payment there under and the contractor
(S)/suppliers (S) shall have no claim against us for making such payment.
4. We (Name of the bank)___________________________________
                                       further agree that the guarantee herein contained
shall remain in full force and effect during the period that would be taken for the
performance of the said agreement and that it shall continue to be enforceable till all
the dues of the BSNL under or by virtue of the said Agreement have been fully paid
and its claims satisfied or discharged or till_____________________
                               (office/Department)
Ministry of _______________________________________                certifies  that   the
terms and conditions of the said Agreement have been fully or properly carried out by
the said contractor(s) and accordingly discharges this guarantee. Unless a demand or
claim under this guarantee is made on us in writing on or before the expiry of
TWO/TWO AND HALF/THREE YEARS (actual period as specified in P.O.) from the date
hereof, we shall be discharged from all liabilities under this guarantee thereafter.


5.    We(Name of the bank)
_______________________________________________further




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 85 of 102
Agree with the BSNL that the BSNL shall have the fullest liberty without our consent
and without affecting in any manner our obligations there under to vary any of the
terms and conditions of the said Agreement or to extend time of performance by the
said contractor (S) from time to time or to postpone for any time or from time to time
any of the powers exercisable by the BSNL against the said Contractor(s) and to
forbear or enforce any of the terms and conditions relating to the said agreement and
we shall not be relieved from our liability by reason of any such variation, or extension
being granted to the said Contractor(s) or for any forbearance, act or omission on the
part of the BSNL or any indulgence by the BSNL to the said Contractor(s) or by any
such matter or thing whatsoever which under the law relating to sureties would, but
for this provision, have effect of so relieving us.
6. This guarantee shall not be discharged due to the change in the constitution of the
Bank or the      Contractor(s)/supplier(s).
7.      We (name of the bank)__________________________ lastly undertake not to
revoke this guarantee during its currency except with the previous consent of the
BSNL in writing.




                                   Dated the  ____________________day of
                       For___________________________    (Indicate the name of
                       bank)




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 86 of 102
                                         Section- X

                      MUTUAL NON-DISCLOSURE AGREEMENT

(on Non-Judicial stamp paper of appropriate value)

       This Agreement is made as of the ______ day of ________ 2009/2010
between BHARAT SANCHAR NIGAM LIMITED (BSNL), a Government of India
Enterprise, having its registered office at Bharat Sanchar Bhawan, Harish Chandra
Mathur Lane, Janpath, New Delhi (hereinafter called BSNL) which expression shall
unless repugnant to the subject or the context mean and included its successors,
nominees or assigns and M/s__________ incorporated _______ having its office
located ________ hereinafter referred as “________” (which expression shall unless
repugnant to the subject or the context mean and include its successors, nominees or
assigns.

       Whereas in order to pursue the mutual business purpose of this project of this
particular project as specified in Exhibit A(the “Business Purpose”), BSNL and
M/S………………………… ………………………………… recognize that there is a need to disclose to
one another certain information, as defined in para I below, of each party to be used
only for the Business Purpose and to protect such confidential information from
unauthorized use and disclosure.

       In consideration of the other party’s disclosure of such information, each party
agrees as follows:~

        1.     This Agreement will apply to all confidential and proprietary information
disclosed by one party to the other party, including information listed in Exhibit A
attached hereto and other information which the disclosing party identifies in writing
or otherwise as confidential before or within thirty days after disclosure to the
receiving party (“Confidential Information”). Information consists of all type of data
related to BSNL customers/services obtained by CCF either through Back End system
or directly received from BSNL, certain specifications and/or technical information, and
all copies and derivatives containing such Information, that may be disclosed to one
another for an during the purpose, which a party considers proprietary or confidential
(“Information”). Information may be in any form or medium, tangible or intangible,
and may be communicated/disclosed in writing, orally, or through visual observation
or by any other means to one party (hereinafter referred to as the receiving party) by
the other party (hereinafter referred to as one disclosing party). Information shall
subject to this Agreement, if it is in tangible form, only if clearly marked as proprietary
or confidential as the case may be, when disclosed to the receiving party or, if not in
tangible form, its proprietary nature must first be announced and it must be reduced
to writing and furnished to the receiving party within thirty (30) days of the initial
disclosure. The term ‘affiliate’ shall mean any person or entity controlled by or under
common control with a party. The related company in relation to a party means:

(a)   that party’s subsidiaries, holding companies and any other subsidiaries of that
      party’s holding companies;

(b)   a company or joint venture in which a party has an equity interest, and which is
      or may be involved in providing a telecommunications or internet access service;
      and



[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 87 of 102
(c)    in case of M/s … … … … … … … … … … … … … … … … …

2.      ______ and BSNL hereby agree that at during the Confidentiality Period:~

 (a)    The receiving party shall use information only for the business purpose and for
        the purpose of evaluating and negotiating such potential arrangements shall
        hold information in confidence using the same degree of care as it normally
        exercises to protect its own proprietary information, but not less than
        reasonable care, taking into account the nature of the information, and shall
        grant access to information only to its employees who have a need to know,
        but only to the extent necessary to carry out the business purpose of this
        project as defined in contact center Bid document, shall cause its employees to
        comply with the provisions of this Agreement applicable to the receiving party,
        shall reproduce information only to the extent essential to fulfilling the purpose,
        and shall prevent disclosure of information to third parties take all action
        reasonably necessary to maintain the confidentiality of the other party
        confidentiality in branch, secure the other party’s confidentiality in practice
        against theft, loss or unauthorized disclosure.        The receiving party may,
        however, disclose the information to its consultants and contractors, related
        company with a need to know; provided that by doing so, the receiving party
        agrees to bind those consultants and contractors/ related company to terms at
        least as restrictive as those stated herein, advise them of their obligations, and
        indemnify the disclosing party for any breach of those obligations.

 (b)    Upon the disclosing party’s request, and or at the time documents and other
        materials are no longer required in connection with business purpose, the
        receiving party shall either return to the disclosing party all information or shall
        certify to the disclosing party that all media containing information have been
        destroyed. Provided, however, that an archival copy of the information may be
        retained in the files of the receiving party’s counsel, solely for the purpose of
        proving the contents of the information.

 (c)    That the receiving party take reasonable steps to enforce the confidentiality
        obligations imposed or required to be imposed by this agreement, including
        diligent by prosecuting at its own cost, any breach or threatened breach of
        such confidentiality obligations by a person to whom it has disclosed
        confidential information of the other party

 (d)    Neither party shall make any public announcement or press release the fact
        that the discussion is taking place between the parties or existence or content
        of this Agreement.

3.     The foregoing restrictions on each party’s use or disclosure of information shall
not apply to information that the receiving party can demonstrate :

 (a)    was independently developed by or for the receiving party/ or its affiliated or
        related company without reference to the information or was received without
        restrictions; or

 (b)    has become generally available to the public without breach of confidentiality
        obligations of the receiving party; or




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 88 of 102
 (c)   was in the receiving party’s possession without restriction or was known by the
       receiving party without restriction at the time of disclosure; or

 (d)   is the subject of a subpoena or other legal or administrative/ demand or Rules
       or Regulations of Regulator or appropriate authority, provided however that the
       receiving party has given the disclosing party prompt notice of such demand for
       disclosure and the receiving party reasonably cooperates with the disclosing
       party’s efforts to secure an appropriate protective order; or

 (e)   is disclosed with the prior consent of the disclosing party; or

 (f)   was in its possession or known to it by being in its use or being recorded in its
       files or computers or other recording media prior to receipt from the disclosing
       party and was not previously acquired by the receiving party from the
       disclosing party under an obligation of confidence’ or

 (g)   the receiving party obtains or was available from a source other than the
       disclosing party without breach by the receiving party or such source of any
       obligation of confidentiality or non-use towards the disclosing party.

     The party seeking the benefit of above exceptions shall bear the
burden of proving its existence.

4.      Each party agrees not to remove any of the other party’s confidential
information from the premises of the disclosing party without the disclosing party’s
prior written approval. Each party agrees to exercise extreme care in protecting the
confidentiality of any Confidential information which is removed, only with the
disclosing party’s prior written approval, from the disclosing party’s premises. Each
party agrees to comply with all terms & conditions the disclosing party may impose
upon any such approved removal, such as conditions that the removed confidential
information and all copies must be returned by a certain date, and that no copies are
to be made off of the premises.

5.      Each party, as a receiving party acknowledges that neither the disclosing party
nor any of its representatives has made nor makes any representations or warranty,
express, or implied as accuracy or completeness of the confidential information of the
disclosing party and arises that it must make its own assessment of the confidential
information.

6.     Upon the disclosing party’s request, the receiving party will promptly return to
the disclosing party all tangible items containing or consisting of the disclosing party’s
Confidential Information all copies thereof.

7.       Each party recognizes and agrees that all of the disclosing party’s confidential
information is owned solely by the disclosing party (or its licensors) affiliated/ related
company and that the unauthorized disclosure or use of such confidential information
would cause irreparable harm and significant injury, the degree of which may be
difficult to ascertain. Accordingly, each party agrees that the disclosing party will have
the right to obtain or seek specific performance or an immediate injunction enjoining
any breach or threatened breach of this Agreement, as well as the right to pursue any
and all other rights and remedies available at law or in equity for such a breach.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 89 of 102
8.     Access to information hereunder shall not preclude an individual who has seen
such information for the purposes of this Agreement from working on future projects
for the receiving party / affiliated / related company which relate to similar subject
matters, provided that such individual does not make reference to the information and
does not copy the substance of the information during the confidentiality period.
Furthermore, nothing contained herein shall be construed as imposing any restriction
on the receiving party’s / its affiliated / related company’s disclosure or use of any
general learning, skills or know-how developed by the receiving party’s personnel
under this Agreement, if such disclosure and use would be regarded by a person of
ordinary skill in the relevant area as not constituting a disclosure or use of the
information.

9.      As between the parties, all information shall remain the property of the
disclosing party. By disclosing information or executing this agreement, the disclosing
party does not grant any license, explicitly or implicitly, under any trademark, patent,
copyright, mask work protection right, trade secret or any other intellectual property
right.   THE DISCLOSING PARTY DISCLAIMS ALL WARRANTIES REGARDING THE
INFORMATION, INCLUDING ALL WARRANTIES WITH RESPECT TO INFRINGEMENT OF
INTELLECTUAL PROPERTY RIGHTS AND ALL WARRANTIES AS TO THE ACCURACY OR
UTILITY OF SUCH INFORMATION. Execution of this Agreement and the disclosure of
information pursuant to this agreement does not constitute or imply any commitment,
promise, or inducement by either party or its affiliated/ related companies to make
any purchase or sale, or to enter into any additional agreement of any kind.

10.   Either party’s failure to enforce any provision, right or remedy under this
agreement shall not constitute a waiver of such provision, right or remedy.

11.    Each party shall pay and bear all costs and expenses incurred by it in
connection with the preparation for, the performance of, and participation
into the Discussion providing in format under this Agreement.

12.   Nothing contained in this Agreement may construe as restricting either
party to enter into any further negotiation or agreement with third party
regarding the same subject matter as the business purpose.

13.    (a)    The Disclosing Party warrants that it has all necessary rights to
       disclose lawfully the Confidential Information and the Confidential
       Information has not been provided in breach of any other agreement
       or arrangement with third parties. The Disclosing Party indemnifies
       the Recipient against liability for third party claims on that basis.

       (b)   Each party warrants that it is a corporation with full corporate
       power and authority to enter into and do all things necessary for the
       performance of this agreement. Each signatory to this agreement
       warrants that he or she is authorized to sign on behalf of the
       corporation for whom he or she acts.

      (c)    Each party agrees to comply with all applicable Laws and
Regulations including but not limited to laws and regulations relating to
export and re-export of technical data documentation and / or providing
insofar as they relate to the information disclosed under this Agreement.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 90 of 102
14.   Except for the covenants herein, nothing under this Agreement or in
the act of disclosing Confidential Information will constitute or imply a
binding obligation between the Parties if in the future, the Parties elect to
enter into a business relationship, both Parties will execute a separate
written Agreement.

15.   Severance : If any of the provisions contained in this Agreement shall
be declared invalid, illegal or unenforceable in any respect under any
applicable law, the validity, legality and enforceability of the remaining
provisions contained herein shall not in any way be affected or impaired.

16.    Notice:      Any notice required or permitted to be given under this
Agreement shall be given in writing by personal delivery, certified or
registered mail, or facsimile and shall be addressed to the nominated
addresses set forth below or such other address as either Party has notified
the other Party in accordance with this Article.

   (i) If to BSNL:
   Attention:          Mr./Ms: …………………..
   Address:            DGM (MMT), BSNL
                       2nd Floor, Bharat Sanchar Bhawan
                       1, Harish Chandra Mathur Lane
                       Janpath, New Delhi -11 0001
                       Fax: ____________________________

   (ii) If to M/s________________:
   Attention:         Mr./Ms. ____________________
   Address:           ___________________________
   Fax:               ___________________________

17.    This Agreement and contact center Bid document attached hereto constitutes
the entire agreement of the parties with respect to the parties’ respective obligations
in connection with information disclosed hereunder and supersedes all prior oral and
written agreements and discussions with respect thereto. The parties can amend or
modify this Agreement only by a writing duly executed by their respective authorized
representatives. Neither party shall assign this Agreement without first securing the
other party’s written consent.

18.    The obligations of confidentiality imposed by this agreement survive the
expiration or termination of this agreement for a period of three years from (i) the last
date of confidential information was disclosed to the receiving party or (ii) the
completion of business purpose whichever is later.

19.    The Receiving Party take all reasonable steps to notify the Disclosing
Party immediately if Confidential Information is disclosed in violation of the
provisions of this Agreement or is otherwise lost or unaccounted for.
Furthermore, the Receiving Party will take all reasonable steps to notify the
Disclosing Party promptly of any actual or attempted use or possession of
any Confidential Information by any unauthorized person or entity which may
become known to it and extend reasonable cooperation to the Disclosing
Party in any investigation or action against any such persons or entities.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 91 of 102
20.   Notwithstanding anything to the contrary in this Non-Disclosure and
Confidentiality Agreement, if the Receiving Party learns that it is or may be
required by applicable court order, law or regulation to disclose any
Confidential Information, then the Receiving Party will (i) attempt to obtain a
protective order or other appropriate relief in lieu of Disclosing such
Confidential Information, (ii) as promptly as possible after learning of a
possible disclosure requirement, and in any case prior to making disclosure
take reasonable steps to notify the Disclosing Party of the disclosure
requirement so that the Disclosing Party may seek a protective order or other
appropriate relief, (iii) provide such cooperation and assistance as the
Disclosing Party may reasonably request in any effort by the Disclosing Party
to obtain such relief, and (iv) take reasonable steps to limit the amount of
Confidential Information so disclosed and to protect its confidentiality.

21.    This Agreement will be construed in interpreted and applied and governed in
accordance with the laws of India and jurisdiction of Court at New Delhi, India.

22.    All the disputes, differences, controversies / differences of opinions, breaches
and violation arising from or related to the agreement arises out of this Agreement
between parties then same shall be resolved by mutual discussions / reconciliations in
good faith.

        If the dispute, difference, controversies / differences of opinion, breaches and
violation arising from or related to the agreement cannot be resolved within 60(sixty)
days of commencement of reconciliations / discussions, then such question, dispute or
difference (except as to the matters, the decision to which is specifically provided
under this agreement) shall be referred to the sole arbitration of the CMD, BSNL or in
case his designation is changed or his office is abolished, then in such cases to the
sole arbitration of the officer for the time being entrusted (whether in addition to his
own duties or otherwise) with the functions of the CMD, BSNL or by whatever
designation such an officer may be called (hereinafter referred to as the said officer),
and if the CMD or the said officer is unable or unwilling to act as such, then to the sole
arbitration of some other person appointed by the CMD or the said officer. There will
be no objection to any such appointment on the ground that the arbitrator is a BSNL
employee or Government Servant or that he has to deal with the matter to which the
agreement relates or that in the course of his duties as a Government Servant or
BSNL employee, he has expressed his views on all or any of the matters in dispute.
In the event of such an arbitrator to whom the matter is referred, being transferred or
vacating his office or neglecting his work or being unable to act for any reason
whatsoever, the CMD, BSNL or the said officer shall appoint another person to act as
an arbitrator in accordance with terms of the agreement and the person so appointed
shall be entitled to proceed from the stage at which it was left out by his
predecessors.
        The Arbitration and Conciliation Act, 1996 and the rules made there under or
any statutory modification or reenactment there of or any rules made thereof shall be
deemed to apply to the arbitration proceeding under this clause.

        The Arbitration proceeding shall be in English language. The Venue of the
arbitration proceeding shall be the office of the CMD, BSNL, New Delhi, India or such
other places as the arbitrator may decide.

Exhibit-A




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 92 of 102
     1. Business Purpose Installation and Operation of Call Centre for Landline and
        broadband, other services of BSNL
     2. Confidential Information of M/s ………………………………………… …………… ……………
        ……………… ……………….
                                          Nil.

     3. Confidential Information of Bharat Sanchar Nigam Limited (BSNL) :
            Subscriber data given to CCF directly or through Backend system of
              BSNL etc .
            All other information/data shared in oral or in written form by BSNL with
              M/s ……………………………………………………………………….


IN WITNESS WHEREOF, the parties hereto have executed this Agreement by their duly
authorized officers or representatives.


FOR AND ON BEHALF OF                FOR AND ON BEHALF OF

_________________________                          BHARAT SANCHAR NIGAM LIMITED

NAME : ___________________                 NAME : ________________________

DESIGNATION: ____________                  DESIGNATION: _________________

DATE : ___________________                 DATE : ________________________




Witness                                                      Witness

1.                                                           1.


2.                                                           2.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 93 of 102
                                                                                Annexure-1

                            Details about the Firm (bidder)


Sl   Details Required              Response from the bidder

1    Full Name of the firm (in
     capital letters)
2    Address of the Firm




3    Contact No. of the firm
4    Details of the authorized
     signatory                     Name:
                                   ___________________________________________

                                   Designation:
                                   ____________________________________

                                   Phone:
                                   ___________________________________________

                                   Mobile:
                                   __________________________________________

                                   e-mail:
                                   ___________________________________________

                                   Address:
                                   _________________________________________


                                   _________________________________________


                                   _________________________________________


5    Type of firm (Proprietary
       /Partnership/Ltd. /Pvt.
     Ltd.)
6    Income Tax Account No
     /PAN     number     (Latest
     income tax clearance
     Certificate to be attached
     with Proposal)
7    Board of Directors




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 94 of 102
                                   1.
                                   _________________________________________

                                   2.
                                   _________________________________________

                                   3.
                                   _________________________________________

                                   4.
                                   _________________________________________

                                   5.
                                   _________________________________________




      I hereby certify that the above-mentioned particulars are true and correct.



Signature
Designation & seal of Firm
Name & full Address of the Firm.
………………………………………
………………………………………




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 95 of 102
                                                                              ANNEXURE -2


                      PROFORMA FOR DECLARATION BY Bidder

        “I…………..s/o…….……r/o……………. hereby certify that none of my relative(s) as
defined in the tender document is/are employed in BSNL unit as per details given in
Tender document. In case at any stage, it is found that the information given by me
is false/incorrect, BSNL shall have the absolute right to take any action as deemed
fit/without any prior intimation to me.”



Signature
Designation & seal of Firm
Name & full Address of the Firm.
………………………………………
………………………………………
………………………………………


Witnesses
Signature
Name & Address

2. Signature
Name & Address




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 96 of 102
                                                                                                                                        Annexure 3
                                                                   Call Observation Form


                                                               Call Details

  Call Category                              Sub-Type                                                                   Date

 Talk time                  xx sec                                     Post call work time                                     xx sec

                                                           Agent Identification

       Agent Id Number               11111   Name                                                                       Process

                                                        Observer Identification

       Employee Number                       Name                                                                       Function    Other


                    Combined      Category    Parameter                                                                  Rating
  ID + Call Code                                                                    Parameter                                      Weight     Score
                      Code         Code         Code                                                                      (1/0)

                                                                                   Call Opening

                                                            Greeted customer, Stated BSNL name, started call
 11111COPP1        COPP1        COP               P1                                                                       1            6       6
                                                            with a smile

 11111COPP2        COPP2        COP               P2        Introduced self (first name)                                   1            4       4


 11111COPP3        COPP3        COP               P3        Asked caller's name (first and last name)                      1            4       4


 11111COPP4        COPP4        COP               P4        Asked caller the required verification questions (if any)      1            2       2

                                                                              Call Type Identification

 11111CTIP5        CTIP5        CTI               P5        Asked caller the purpose of the call                           1            4       4


 11111CTIP6        CTIP6        CTI               P6        Verified the purpose with the caller (paraphrase)              1            4       4

                                                            Identified the call type and identified the process to be
 11111CTIP7        CTIP7        CTI               P7                                                                       1            4       4
                                                            followed

 11111CTIP8        CTIP8        CTI               P8        Identified the IT systems/tools to be used                     1            2       2

                                                                               Process Adherance

 11111PADP9        PADP9        PAD               P9        Followed all process steps/ activities in sequence             1            4       4

                                                            Navigated the system without any errors (leading to
 11111PADP10       PADP10       PAD               P10                                                                      1            2       2
                                                            increased call hold time)

 11111PADP11       PADP11       PAD               P11       Procured the required information from customer                1            4       4

                                                            Utilized all information & system access before
 11111PADP12       PADP12       PAD               P12                                                                      1            4       4
                                                            escalation

                                                                                  Verbal Contact

 11111VCTP13       VCTP13       VCT               P13       Used approved questions / language                             1            4       4


 11111VCTP14       VCTP14       VCT               P14       Demonstrated active listening skills                           1            2       2


 11111VCTP15       VCTP15       VCT               P15       Used confidence and empathy wordings                           1            4       4


 11111VCTP16       VCTP16       VCT               P16       Gave apology / reassurance / appropriate response              1            2       2


 11111VCTP17       VCTP17       VCT               P17       Explained hold time or dead air                                1            4       4


 11111VCTP18       VCTP18       VCT               P18       Upheld BSNL's positive image                                   1            4       4

                                                                                   Call control

 11111CCNP19       CCNP19       CCN               P19       Maintained focus on caller's problem                           1            4       4


                                                            Identified other issues raised (if any) during the call
 11111CCNP20       CCNP20       CCN               P20                                                                      1            4       4
                                                            and sequenced each issue


 11111CCNP21       CCNP21       CCN               P21       Gave accurate information/next steps on each issue             1            6       6


 11111CCNP22       CCNP22       CCN               P22       Transferred call appropriately (if required)                   1            4       4

                                                                                   Call Closing

 11111CCLP23       CCLP23       CCL               P23       Gave SR number (if applicable)                                 1            4       4


 11111CCLP24       CCLP24       CCL               P24       Thanked the caller for calling                                 1            4       4


                                                            Waited for caller to hangup and Appropriatly Closed
 11111CCLP25       CCLP25       CCL               P25                                                                      1            4       4
                                                            the call


 11111CCLP26       CCLP26       CCL               P26       Captured accurate notes in the CRM                             1            6       6



                                                 Methodology for Scoring                                                                    Total Score

 Assess the performance with yes (1) / no(0) for each parameter                                                                                       100

 The score is computed and displayed in the score column




[Contact Center for wire-line services, Broadband and associated VAS]                                                    [Signature of bidder] Page 97 of 102
                                                                                    Annexure-4
                        Indicative Parameters of Governance Model

 Sr   Parameter                                                           Unit           Average
  a   Subscriber base for the Contact center                              Nos.
 b    Total Agent manned positions for 24 hours                           Nos.
  c   Capacity (Maximum Agent positions)                                  Nos.
 d    Capacity (Maximum IVRS Ports)                                       Nos.
  e   Average No. of positions manned during BHCA- For                    Nos.
      Incoming calls
  f   Which hour is BHCA ?                                                Hour
 g    Total Call Attempts in Day for the Contact center                   Nos.
      (Averaged over the month)
      Calls per subscriber per month
 h    Call Attempts in switch for the Contact center (Averaged            Nos
      over the month) during BHCA
  i   Call attempts/ 100 subscribers during BHCA [(h/a)x 100]             %age
  j   Calls received at IVRS/ Day (Averaged over the month)               Nos.
  k   %age of Calls lost between total attempt & Contact center           %age
      ((g-j)/g)x100
  l   Calls disposed off at IVRS (Not intended for agent)                 Nos.
 m    %age of calls disposed at IVRS [(l/j)x100]                          %age
 n    Calls received by Agents / Day (Averaged over the month)            Nos.
 o    Calls answered by Agents/ Day (Averaged over the month)             Nos.
      %age of Calls Answered by Agent [(o/n)x100]                         %age
 p    Calls answered per Agent per day (o/b)                              Nos.
 q    Average Holding time for disposal at IVRS itself                    Seconds
  r   Average Talk time for disposal by Agent                             Seconds
      Average MoU per call
  s   Waiting time to answer by Agent -24 Hrs(from time caller            Seconds
      opted for agent)
  t   Waiting time to answer by Agent - Busy Hour (from time              Seconds
      caller opted for agent)
 u    Number of Complaints received / Month                               Nos.
  v   Number of Complaints resolved / month                               Nos.
 w    Monthly unresolved complaints (u-v)                                 Nos.




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 98 of 102
                                                                                    Annexure-5
                                          GLOSSARY
ACD            Automatic Call Distribution
BHCA           Busy Hour Call Attempts
BSNL           Bharat Sanchar Nigam Limited
CCSP           Contact Center Service provider
CIC            Commercially Important Customers
CLI            Caller’s Line Identification
CTI            Computer Telephony Integration
DNI            Dialed Number Identification
DNI            Domain Network Identification
DNIS           Dialed Number Identification Service
DGM            Deputy General Manager
EOI            Expression Of Interest
EMD            Earnest Money Deposit
EPF            Employees Provident Fund
FCR            First Contact Resolution
FOS            Foot On Street
GM             General Manager
GPRS           General Packet Radio Service
GUI            Graphic User Interface
FAQ            Frequently Asked Questions
ILD            International Long Distance
IP             Internet Protocol
IPS            Intrusion Prevention System
IVRS           Interactive Voice Response System
KPI            Key Performance Indicators
MoU            Minutes Of Usage
MPLS           Multiprotocol Label Switching
NLD            National Long Distance
OSP            Other Service Provider
PRI            Primary Rate Interface
SLA            Service Level Agreements
SMS            Short Messaging Service
SMPP           Short Message Peer-to-Peer
SMSC           Short Message Service Center
STM            Synchronous Transport Module
PGM            Principle General Manager
PBG            Performance Bank Guarantee
PSU            Public Sector Unit
TBD            To Be Defined
TFT            Thin Film Transistor
TRAI           Telecommunications Regulatory Authority of India
TTT            Train The Trainer
WLL            Wireless In Local Loop
VMS            Voice Mail Service
UASL           Unified Access Service License
UMS            Unified Messaging Service
GPRS           General Packet Radio Service
QoS            Quality Of Service
WAP            Wireless Application Protocol




[Contact Center for wire-line services, Broadband and associated VAS]   [Signature of bidder] Page 99 of 102
                                                                                                                                                  Annexure-6
                                                      List of existing systems in non-CDR SSAs

            Con                                       LL          BB                                                      Existing System Details
                                                                                        Status
            tac                       Proposed     Working     Working
Name of                                                                     No. of        of      Name of TR
             t                         Contact    connectio   connectio
  the             Zone    CIRCLE                                            SSA in     Existing    Billing &
            cen                         center    ns (As on    n (As on                                             Commercial               DQ                  FRS
Project                                                                   the Circle   Contact    Accounting
            ter                       Location     31-08-       31-08-
                                                                                        center     Package
            No.                                      09)          09)
                           Andhra                                                                 Dotsoft in all    Dotsoft in all
            1.1                       Hyderabad   2138534      394215        22        All SSAs                                       Dotsoft in all SSA   Dotsoft in all SSA
                           Pradesh                                                                    SSA               SSA
                                                                                                  Dotsoft in 18     Dotsoft in 18
                                                                                                                                      Dotsoft in 18 SSA    Dotsoft in 18 SSA
                                                                                                    SSA and           SSA and
            1.2           Karnataka   Bangalore   2116023      473818        19        All SSAs                                       and CMC S/W in        and CITMOS in
                                                                                                   Trichur in        CITMOS in
                                                                                                                                          Banglore             Banglore
                                                                                                   Banglore           Banglore
Wireline                                                                                                             SSANeT in 8
Contact                                                                                                                               SSANeT in 8 SSA      SSANeT in 8 SSA
                  South                                                                                               SSA and
center                                Trivendru                                                   C-TRA in all                        and CELLSWIND        and CELLSWIND
            1.3            Kerala                 3426176      322372        11        All SSAs                    CELLSWIND in 2
Project 1                                 m                                                          SSA                                in 2 SSA and         in 2 SSA and
                                                                                                                    SSA and CCMS
                                                                                                                                       CCMS in 1 SSA        CCMS in 1 SSA
                                                                                                                      in 1 SSA
                                                                                                  Dotsoft in 17
                                                                                                                    Dotsoft in 17     Dotsoft in 17 SSA    Dotsoft in 17 SSA
                                                                                                    SSA and
            1.4           Tamilnadu    Chennai    3027106      645719        19        All SSAs                    SSA and CIP in        and DES in          and CTBS in
                                                                                                    CTBS in
                                                                                                                      chennai             chennai              chennai
                                                                                                    chennai
                                          Total   10707839    1836124        71

                                                                                                                                                             Dotsoft in 6,
                                                                                                  Dotsoft in 7
                                                                                                                   Dotsoft in 7 SSA    Dotsoft in 7 SSA    Commandir in 1
                                                                                                     SSA of
                          Assam(Inl                                                                                   of Assam,       of Assam, Dotsoft     SSA of Assam,
                                                                                                   Assam and
                           u. NE- I                                                                                Dotsoft in 3 SSA   in 3 SSA of NE-I,    Dotsoft in 3 SSA
            2.1                       Guwahati     670628       65501        13        All SSAs   Dotsoft in 3
                           and NE -                                                                                of NE-I, SSAnet     Commandir in 2          of NE-I,
                                                                                                  SSA of NE-I,
                              II)                                                                                  in 1 SSA of NE-    and Sampark in 1     Commandir in 2
                                                                                                  Trichur in 3
                                                                                                                          II             SSA of NE-II      and SSAnet in 1
                                                                                                  SSA of NE-II
Wireline                                                                                                                                                     SSA of NE-II
Contact
                  East                                                                            Dotsoft in all    Dotsoft in all
center      2.2             Bihar       Patna      960354       43529        19        All SSAs                                       Dotsoft in all SSA   Dotsoft in all SSA
                                                                                                      SSA               SSA
Project 2
                                                                                         No                                            CCMS in 2 SSA
                                                                                                  Trichur in all                                           IVRS based in all
            2.3           Jharkhand    Ranchi      414417       44971         6        Contact                     CCMS in 4 SSA      and local Package
                                                                                                      SSA                                                        SSA
                                                                                       center                                              in 4 SSA

                                                                                                                                                           Dotsoft in 7 SSA
                                      Bhuvnesh                                                    Dotsoft in all    Dotsoft in all
            2.4            Orrissa                 620959       72903        13        All SSAs                                       Dotsoft in all SSA   and commandir
                                        war                                                           SSA               SSA
                                                                                                                                                              in 2 SSA




      [Contact Center for wire-line services, Broadband and associated VAS] [Signature of bidder] Page 100 of 102
                                                                                                                                        Web based local
                            West                                                                  Trichur in all
                                                                                                                    CMS in all 14      Pkg from Trichur
                           Bengal                                                                  14 SSA of                                                Commandir in 14
                                                                                                                   SSA of W.B and      Data in all 14 SSA
            2.5             (Inclu      Kolkata    2315856     293951        16       All SSAs      W.B and                                                  SSA of W.B and
                                                                                                                     Dotsoft in 1         of W. B and
                           Kolkata                                                                 Dotsoft in                                                Dotsoft in A&N
                                                                                                                        A&N             Dotsoft in 1 SSA
                          and A&N)                                                                    A&N
                                                                                                                                            of A& N
                                           Total   4982214     520855        67
                                                                                                  Dotsoft in all    Dotsoft in all                          commandir in all
            3.1           Chhatisgar    Raipur     218848       44505         6       All SSAs                                         Dotsoft in all SSA
                                                                                                      SSA               SSA                                     SSA
                              h
                                       Ahmedaba                                        1 SSA      Dotsoft in all    Dotsoft in all
            3.2            Gujarat                 1866481     302303        17                                                        Dotsoft in all SSA   Dotsoft in all SSA
                                          d                                           out of 17       SSA               SSA


                                                                                                                                           Dotsoft in 5        Dotsoft in 5
                                                                                                                   Dotsoft in 6 SSA
                                                                                                                                         SSA,SSANET in       SSA,SSANET in
                                                                                                                    , SSAnet in 15
                                                                                                                                       14 SSA, Cellswind         15 SSA,
                                                                                                  Dotsoft in 6      SSA, Cellswind
                                                                                                                                        in 2 SSA,Suntec       Cellswind in 2
Wireline                   Madhya                                                                   SSA and            in 2 SSA,
            3.3                         Bhopal     1049224     131287        34       All SSAs                                         in 3 SSA, Suvidha     SSA,Suntec in 3
Contact                    Pradesh                                                                Trichur in 28       Suntec in 4
                  West                                                                                                                  in 4 SSA, foxpro    SSA, Suvidha in 4
center                                                                                                 SSA         SSA, Suvidha in
                                                                                                                                          in 1 SSA and          SSA and
Project 3                                                                                                             5 SSA and
                                                                                                                                         commandir in 5      commandir in 5
                                                                                                                   Suyog in 2 SSA
                                                                                                                                               SSA                 SSA


                                                                                                                                                              Dotsoft in 24
                                                                                                                                       Dotsoft in 28 SSA
                                                                                                  Dotsoft in 28                                             SSA, Commandir
                                                                                                                    Dotsoft in 28       and Commandir
                          Maharasht                                                                 SSA and                                                   in 5 SSA and
            3.4                         Mumbai     2849385     409124        30       All SSAs                     SSA and CSMS        in 1 SSA and PHP
                             ra                                                                    CSMS in 2                                                 Centralised web
                                                                                                                      in 2 SSA         based package in
                                                                                                      SSA                                                   based in 1 SSA of
                                                                                                                                             Pune
                                                                                                                                                                  Pune
                                           Total   5983938     887219        87
                                                                                                  Dotsoft in 2     Dotsoft in 2 SSA                         Dotsoft in 2 SSA
                                                                                                                                       Dotsoft in 2 SSA
                                                                                                   SSA and          and integrated                           and integrated
            4.1            Haryana     Gurgaon     801742      123315         9       All SSAs                                          and COSS in 7
                                                                                                  Trichur in 7     with Trichur in 7                        with Trichur in 7
                                                                                                                                             SSA
                                                                                                      SSA                SSA                                      SSA
Wireline                                                                      6                   Dotsoft in 2
Contact                                                                                  No                        Dotsoft in 2 SSA    Dotsoft in 2 SSA     Dotsoft in 2 SSA
                  North   Himachal                                                                 SSA and
center      4.2                         Shimla     361581       33410                  Contact                      and CCMS in 4       and CCMS in 4        and CCMS in 4
                          Pradesh                                                                 Trichur in 4
Project 4                                                                              center                            SSA                 SSA                  SSA
                                                                                                      SSA
                                                                              5                   Dotsoft in 2
                                                                                         No
                                                                                                   SSA and           DotSoft in 2
            4.3              J&K        Jammu      231493       30358                  Contact                                         DotSoft in 2 SSA     DotSoft in 2 SSA
                                                                                                  Trichur in 3          SSA
                                                                                       center
                                                                                                      SSA




      [Contact Center for wire-line services, Broadband and associated VAS] [Signature of bidder] Page 101 of 102
                                 Chandigar                             11       5 out of    Dotsoft in all    Dotsoft in all
      4.4            Punjab                   1315029    221901                                                                  Dotsoft in all SSA     Dotsoft in all SSA
                                     h                                             11           SSA               SSA
                                                                                            Dotsoft in 5       Dotsoft in 5      Dotsoft in 5 SSA,      Dotsoft in 5 SSA,
                                                                                              SSA and        SSA, Cellswind       Cellswind in 17        Cellswind in 17
      4.5           Rajasthan      Jaipur     1444794    195093        24       All SSAs
                                                                                            Trichur in 19    in 17 SSA and       SSA and CCMS in        SSA and CCMS in
                                                                                                 SSA         CCMS in 2 SSA             2 SSA                  2 SSA

                                                                                                             COSS in 5 SSA,
                                                                                                              Suvidha in 14                             Commandir in 31
                                                                                 8 SSA      Trichur in all                       Commandir in all
      4.6            UP (E)       Lucknow     1393410    176011        33                                    SSA, Suntec in                             SSA and COSS in
                                                                                out of 33       SSA                                  SSA
                                                                                                               7 SSA and                                     2 SSA
                                                                                                             CMSS in 7 SSA
                                                                                                               Dotsoft in 2
                                                                                            Dotsoft in 2
                                                                                                             SSA, Suvidha in        Dotsoft in 2         Commandir in 2
                                                                                             SSA and
      4.7           Uttranchal   Dehradun     290809      43229         6       All SSAs                     2, cellswind in 1   ,Suvidha in 2 and      ,Suvidha in 2 and
                                                                                            Trichur in 4
                                                                                                             and Trichur in 1     Trichur in 2 SSA       Trichur in 2 SSA
                                                                                                SSA
                                                                                                                    SSA

                                                                                                              Dotsoft in 13      Dotsoft in 11 SSA,
                                                                                            Dotsoft in 13
                                                                                                             SSA, CCMS in 2      offline Dotsoft in 2   Dotsoft in 7 SSA
                                 Merrut/NOI                                                   SSA and
      4.8            UP (W)                   993025     105417        16       All SSAs                        SSA and          SSA, offline CCMS      and Commandir
                                     DA                                                     Trichur in 3
                                                                                                              Suvidha in 1          in 2 SSA and           in 9 SSA
                                                                                                SSA
                                                                                                                  SSA             Suvidha in 1 SSA

                                      Total   6831883     928734       110
                      Total                   28505874   4172932




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