Objectives

The primary objectives of this tender are to:

• Provide bidders with comprehensive information to understand and respond effectively to the FSCA’s requirements for appointing a service provider for call centre services over a 36-month period.
• Ensure uniformity in responses from all prospective service providers to facilitate fair evaluation.
• Establish a structured framework for evaluating proposals to select the most suitable service provider.

Scope

The scope of work includes:

• Provision of a modernised inbound call centre service, including peripheral services such as telephonic and digital communication channels (chatbots, instant messaging, live chats).
• Physical hosting of the call centre infrastructure and handling telephonic interactions with consumers and financial service providers within South Africa.
• Capacity to interact in multiple South African languages, grouped as English, Nguni languages, Sotho languages, Xitsonga, Tshivena, and Afrikaans.
• Implementation of a call management system with functionalities like call routing, automated recording, real-time monitoring, IVR, analytics, and API integration.
• Operational readiness by 1 January 2026, with infrastructure, staffing, and processes in place.
• Operational hours from 08h00 to 17h00, Monday to Friday, excluding public holidays.

Technical Requirements

The technical specifications include:

• Physical infrastructure meeting minimum requirements outlined in Annexure 1, demonstrating adequate facilities and resources.
• Call management system with functionalities such as call routing, automated logging, real-time dashboards, IVR, and analytics.
• Capacity to handle call volumes with sufficient staffing and operational processes.
• Provision of training for call centre agents, including onboarding and ongoing development.
• Regular reporting (monthly, quarterly, annual) on performance metrics.
• Compliance with minimum service levels: 80% of calls answered within 20 seconds, maximum 48 hours to resolve calls, 80% call quality score, and 60% occupancy rate.
• Operational infrastructure including computers, UPS, generators, and other necessary equipment.

Skills Requirements

The bidder must demonstrate:

• Proven experience in providing call centre services to corporate clients, with detailed CVs of management and operational teams showing at least 5 years relevant experience.
• Capacity to set up and implement call centre infrastructure and processes as per project plan.
• Ability to provide technical and service-related training to agents.
• Demonstrated capability through reference letters from previous clients, indicating successful delivery within the past five years.
• Facilities and infrastructure that meet the minimum requirements and demonstrate physical readiness for operation.
• Knowledge of and compliance with relevant laws, regulations, and standards, including the PFMA and BBBEE requirements.