Objectives

The primary objective of this tender is to solicit bids or proposals for Call Centre Services, aiming to establish a reliable provider capable of delivering comprehensive call centre solutions that meet the specified requirements of the contracting entity.

Scope

The scope encompasses the provision of call centre services, including incidental services such as installation, commissioning, technical assistance, training, and maintenance. It also involves supply of necessary spare parts, ensuring service quality, and compliance with contractual obligations related to delivery, testing, and warranty provisions.

Technical Requirements

• Provision of fully insured goods and services against loss or damage during manufacture, transportation, storage, and delivery.
• Adherence to specified packing, marking, and documentation standards to prevent damage during transit.
• Delivery of goods in accordance with contractual terms, with proper documentation.
• Availability of inspection, testing, and analysis processes to ensure compliance with contract specifications.
• Provision of incidental services such as installation, supervision, maintenance, repair, and training.
• Supply of spare parts, including notification of termination of production and provision of blueprints and specifications if required.
• Warranty coverage for a period of 12 months post-delivery or 18 months post-shipment, whichever is earlier.
• Compliance with applicable laws, including taxes, duties, and import/export regulations.
• Implementation of performance security measures within 30 days of contract award.

Skills Requirements

• Technical expertise in call centre operations and related services.
• Capability to conduct inspections, tests, and analyses to verify compliance with specifications.
• Proficiency in logistics, including packing, transportation, and delivery management.
• Experience in providing incidental services such as installation, commissioning, and technical training.
• Ability to manage spare parts supply, including handling of termination notifications and provision of technical documentation.
• Knowledge of warranty management and defect rectification procedures.
• Understanding of contractual and legal obligations, including compliance with government procurement conditions and dispute resolution processes.
• Financial and administrative skills to ensure timely payments, invoicing, and adherence to pricing agreements.