Outsourcing of PIA Call Centre

Pakistan International Airlines Corporation is looking for a reputable firm with international
standing to manage Contact
Centre operations in Pakistan.
SCOPE
The Contact Centre which is already operational and fully equipped with state of the art
infrastructure including
Telecommunication network, Intranet / Extranet, IVR and mobile communication facility to meet
our global customers
requirements on 24/7 basis.
The referenced facility may be visited at your Convenience during PIA Office Hours with the prior
appointment.
Solution Overview
The third party must possess right skill level and experience to manage end-to-end operations /
functions of Call Center
independently with key focus on meeting customer requirements and expectations globally, using
the above infrastructure
on ‘As is Where is’ basis.
Contract Duration
The contract period will be of 3 years.
Obiectives
Provide a scalable solution that deals efficiently and effectively with inbound/outbound customer
calls with
identified capacity and lead generation.
Incorporate CRM system that will seamlessly manage prospects and prospect conversion to
customer accounts. Recruit, train and retain exceptional brand ambassadors for PIA as members
of the call centre team.
Development of the necessary software/knowledge database.
Requirement
Infrastructure Management
• Workforce Management
Forecasting of workload and required staff.
Management of working times and accounts.
Analysis and monitoring of the entire process.
Training & development of workforce.
• Facility Management & Maintainance
Assets management
Equipment - Hardware
Facility - Call Centre Location ’As is Where is’
Communication Network
Business Case
Inbound / outbound calls handling management.
Manage / Handle calls regarding flight schedules, reservations, the frequent flyer programme,
travel advice and
travel related information.
Highly flexible and secure system with proven reliability to handle large volumes of customer
contact globally. Route customer requests to the appropriate agent in the shortest possible time.
Route calls according to agent skills.
Simultaneously provide tools for reporting real-time and historical data to PIA management.
Coordination with respective PIA back-office.
Manage efficient Telemarketing
Terms & Conditions:
1. Proposals are invited on Single Stage Two Envelope basis.
2. Technical Proposals will be opened on May 26, 2010 @ 1100 Hrs (PST).
3. Bidder must submit earnest money equivalent to 2% of total bid value in shape of pay order in
favor of PIAC with Financial
Proposal.
4. Bidders must submit pay order for Rs. 1500 along with the Technical Proposal as fee for the
documents.
5. Successful bidder will be required to submit a performance bond equivalent to 10% of total
contract value.
6. PIAC will not be responsible for any postal delay. Proposals received after date / time will not
be considered.
7. For any query, please contact undersigned @ 021-9904 4101.
DGM Purchases TechnicalCall Centre Services
Services Description
Handling reservation requests and general customer enquiries regarding
flight details, fares etc.
Agents should additionally be trained in up-selling and cross-selling
techniques, help clients increase conversion ratios and maximize revenues.
Inbound CSR:
-Receive inbound calls for:
 Flight inquiry
 Flights Schedule
 Reservation and ticketing
 Fares
 Award Plus
 Business Class Desk
 Travel Agent Desk
 Complaint Desk.
 Emails / Chat
Reservation I Ticketing
Auto dialer system and auto SMS generation for information Outbound services
related to change in flight schedule, cancellation of flight and Awards miles
balance etc.
Outbound CSR:
- Make outbound calls:
 Incidental Changes
 VSR Disassociation
 Ticket Home Delivery
 General Confirmation
 Coordination with PIA
 Flight Check
 Web Ticket Verification
 Survey Calls
Call Center
Management
Complete management of Call Centre facility & satff.
Are responsible for:
 Floor Management
 Evaluation and monitoring of agent performance
 WFM
 Reports
 Annual Appraisal
 Inbound calls in load time
Human Resource and Administrator Executive:
Responsible for complete HR functionality required for managing the medium
size call center of 194 employees
System Administrators:
Responsible for daily support:
 First Level Support for system and server
 Floor Management
 UAN Numbers maintenance PRI Monitoring
 Coordination with partners for second level support
 Maintain Technical SLA.

Manager Operations:
Responsible for overall smooth operations for PIA Call Center. Daily liaison
with PIA management for new products
Call management Routing of calls according to agent skills.
Guest Care & Support
(Inbound services)
CRM application for guest care and support with complete customer
profiling.
Turn key solution for providing end-to-end IVR E-ticketing transaction
IVR E- Ticketing facility through integration with PIA Reservation system.
Frequent Flyer Back
Office Functions
Application/Form Processing
Document Management and Workflow
Data Capture, Verification, Cleansing and Exception
Risk/Fraud Review
Handling
Database Updates and Maintenance
Risk/Fraud Review
Make outbound call and processing for:
 New Enrollment (Postal and
Online)
 Missing Point ((Postal and Online)
 Redemption ((Postal and Online)
 Coordination with PIA Back Office
 Cards Displacement
 Service Center EmailPromotions and
Marketing & Campaign
Management
Database Creation, Cleansing and Management
Direct Mail Services
Outbound Call Campaigns
Response Analysis and Reporting
Customer Behaviour
Intelligence
Efficient use of data models to handle customers effectively
Global Coverage
Global coverage through PIA already owned UAN & International Toll Free
Numbers.
Call Recording Facility
Recording and real time monitoring of calls for performance manaqement &
problem resolution.
Work Force Management
Forecast the volume of calls (or other interaction types, like emails and
chat sessions etc). Workforce management (WFM) software can help Call
Center Managers to schedule the optimal number of agents to meet
projected needs, taking into account agent breaks, training classes,
planned vacations and unplanned sickness
Email Response Auto Responders & complete history of past emails to & from customers.
Data Security Hardware & Software based data security i.e encryption etc.
Mobile Communication Provisioning of real-time SMS alerts to customers.
On-Line Chat Support
Services
Provide a chat window from the PIA website for chat support. Existing Call Centre Statistics
S.No Description Per Month Per Year
1. Number of Inbound Calls (average) 255,000 3,060,000
2. Average Talk Time Inbound 4 mins
3. Number of Outbound calls (average) 60,000 720,000
4. Average Talk Time outbound 2 mins
Total headcount as of now 194
Existing Call Centre Agent Requirement
S.No Description Shift Pattern %
1. Peak Hours utilisation 8am - 4pm 55%
2. agents in inbound 75
3. agents in outbound 15
4. agents in Award Plus 12
Total Strenght Required for Smooth operation 102
5. non-peak hours utilisation 4pm - 12am 35%
6. agents in inbound 48
7. agents in outbound 13
8. agents in Award Plus 8
Total Strenght Required for Smooth operation 69
9. non-peak hours utilisation 12am-8am 10%
10. agents in outbound 6
11. agents in Award Plus 2
Total Strenght Required for Smooth operation 23List of Existing Hardware
Workstation Details
Model
hpdl5000mt 1
HPDesktop PC (No Model Number) 1
Dx2200 3
Dx 2000 11
D330 21
Dx 7400 25
D380 31
Total workstation's 93
Server Details
Model
Compaq Proliant ML 330 (Symposium and CBI) 2
Compaq Proliant ML 570 (Genesys Main and Backup) 2
IPC-623BP-300R (IVR) (IVR main and Backup) 2
NCR-26195855 (Domain Controller) 1
SMS Server 1
NCR-4470-1000-8090 (TeraData) (in PIA IT Custody) 1
NCR-RAID Controller Model 6288-1221-8900 (in PIA IT Custody) 1
NCR-DISK ARAY 1 Model 6288-1221-8900 (in PIA IT Custody) 2
HP SAN Disk Array (MSA1000) 1
Total server's 13
Extentions Details Total
Nortel Sets 67
Nortel sets new 25
Total 92
Printer
HP LaserJet P2030 Series 1
Total 1 Head sets
Model
Plantronics Old 20
Plantronics New 16
Geo Link 20
Total 56
Switch Details
Calalyst 2950 Series 4
Calalyst 2950 Series 1
Calalyst 3550 Series 1
Total 6
Router's Details
Cisco 3600 series 1
Cisco 2600 series 1
Total 2
Nortel Devices
Nortel Passport 4460 1
Nortel signaling server 1
Nortel PBX (Meridian 51C) 1
Total 3
Recording Devices
Racal Recorder (Wordnet Series II) 64 Channels 1
Nice Recorder (NiceCall Focus III) 25 Channels 1
Total 2List of Existing Software
Agent Workstation Software Details
S.No Software
1 WindowsXP SP3
2 Genesys Agent Desktop
3 Pocket Oxford Dictionary
4 Kaspersky Antivirus
5 NC3 (CRM)
6 Sabre View
Team Lead/Supervisor Workstation Software Details
S.No Software
1 WindowsXP SP3
2 Genesys Agent Desktop
3 Pocket Oxford Dictionary
4 Kaspersky Antivirus
5 NC3 (CRM)
6 Sabre View
7 CC Pulse (Reporting)
8 SMI Workbench (Reporting)
9 Wordnet Workstation (Call Listening)
Server Software Details
IVR1 and IVR2
S.No Software
1 Windows 2000 Server SP4
2 Kaspersky Antivirus
3 Microsft SQL Server 2000
4 Dialogic System software 5.1
5 Elex
6 Genesys Solutions
7 Hostcom1 to Hostcom68 PIA_IVR Reporting
9 Mylex Workstation Aray Manager
CTI 1 and CTI2 (Genesys)
S.No Software
1 Windows 2003 Server SP2
2 Kaspersky Antivirus
3 Microsoft SQL Server 2000
4 Compaq System Tools
5 HP Management Agent
6 Microsoft SQL Server 2000
7 Java 2 Runtime Enviroment (JRE)
8 Flex Licence manager
9 Genesys Framework
10 Genesys Wizads Manager
11 Genesys Management layer
12 Genesys Routing
13 Genesys Reporting
14 Genesys Email and Chat.
15 Apache HTTP Server
SMS Server
S.No Software
1 Windows 2000 Server SP4
2 Kaspersky Antivirus
3 Microsoft SQL Server 2000
4 Net Beans IDE
5 Java 2 Runtime Enviroment (JRE)
6 TCP Inter Posting Server
7 GSSR
8 RP
9 LM
10 DBServer
11 Alert Processor
12 SMS Config Utility13 SMS Sender Utility
Domain Controller
S.No Software
1 Windows 2003 Server SP2
2 Kaspersky Antivirus
Symposium Server
S.No Software
1 Windows 2003 Server SP2
2 Kaspersky Antivirus
3 Sybase
4 Symposium Call Center Server
Application DB Server
S.No Software
1 Windows 2003 Server SP2
2 Kaspersky Antivirus
3 Microsoft SQL Server 2000Post Qualification Criteria
Pakistan International Airlines Maximum Marks 100 and Minimum passing
marks 75 with minimum 12 Marks in each
Bidder Capabilities for delivery of Call Center Solution category
Must Criteria- The under mentioned options will
only be evaluated if and only if following criteria is fulfilled)
a. PIA deals only with principals (no sub-contractor can be involved in bidding)
b. Organization must be in existence for the last 5 years
c.
Running call center facility with minimum 200+ call center full time agents currently operating in
Pakistan, and demonstrate
ability to rapidly scale upwards
Note:
PIA is providing the equipment and facilities which already exists. Bidders applying should have
call centre facilities in
Pakistan which We can visit to see to evaluate quality of man power.
Parameters
Response Ref Page
Max Marks
Allocated
Marks
Obtained
Yes / No (Evidence) 100
Financial
Capabilities Three years audited financial statements 3
Total consolidated revenue: (i) greater than PKR 1 billion (30 marks)
(ii) 0.75 billion - 1 billion (25 marks) (iii) 0.5 billion - 0.75 billion 20
Marks (iv) 0.25 billion - 0.5 billion 15 Marks (v) Less than 0.5 Billion 10
Marks 27
Staff Support
Capabilities &
Strength
20
a.
Each senior executive should have over 5+ years each experience in
global outsourcing sector, across multiple industry verticals. 8
b. Each call center agent must possess a Bachelors degree 6C.
Implementation team well versed with Call Center component's
configurations with at-least 3 years of experience, 1 marks per
specialised team member 6
Company
Experience (50 marks) 50
a.
Contract information for top 10 clients with minimum of 75 seats call
centre for contact center outsourcing services, delivered from Pakistan
facilities. (Client Name, Primary Industry, Services provided, Number
of resources, tenure) 2 Marks each 20
b. Provide average tenure of customers (should be minimum 3 years).
5
c.
Pakistan Call Center Actual Production hours (Inbound, Outbound,
Non-Voice) of minimum 20,000 hours per month. 5
d.
Pakistan contacts dialed through outbound platform minimum 10,000
leads dialed monthly 5
e.
Pakistan Call Center Actual Inbound Call Volume minimum 300,000
inbound calls per month 5
f.
Deployment, configuration, testing, management, and support
services of leading telephony platform brands (Nortel, Avaya,
Genesys, Cisco, NICE) (1 mark each) 10Functional Evaluation Criteria
These are all mandatory requirements, a Negative response would deem the bidder as
Technically non responsive unless technical proof is given to
justify the response.
Bidder Capabilities for Functional Capabilities of Call Center Slution
Parameters Response Ref Page
PIA Evaluation team
response
Yes / No (Evidence) Yes / No
The under mentioned options will only be evaluated if and only if
following criteria is fulfilled)
a.
Manage, and maintain 24/7 End-to-end Call Center Operations, Facility, Staff,
Processes on turnkey basis
b. 24/7 global coverage
c. Inbound / outbound calls handling management.
d.
Manage / Handle calls regarding flight schedules, reservations, the frequent
flyer programme, travel advice and travel related information.
e.
Highly flexible and secure system with proven reliability to handle large
volumes of customer contact globally.
f. Route customer requests to the appropriate agent in the shortest possible time.
g. Route calls according to agent skills.
h.
Simultaneously provide tools for reporting real-time and historical data to PIA
management.
i. Coordination with respective PIA back-office.
j. Manage efficient Telemarketing
Business
Functionality
Evaluation of successfully meeting the under mentioned functional
objectives:
Inbound Voice
Handling reservation requests and general customer enquiries regarding flight
details, fares etc.
Agents should additionally be trained in up-selling and cross-selling techniques
Agents to help clients increase conversion ratios and maximize revenues
CRM application for guest care and support with complete customer profiling.
Skill-based Routing of calls according to agent skills.
Outbound Voice Predictive automated dialer systemMarket Research & Satisfaction Surveys
Win-Backs and Customer Retention
IVR Services
Turn key solution for providing end-to-end IVR E-ticketing transaction facility
through integration with PIA Reservation system.
Flight Inquiries (English & Urdu)
Flight Reservations (Voice Recognition)
E-Ticketing - Credit Card (optional)
E-Ticketing via IVR – Sales Centre
E-Ticketing via CRM – Sales Centre
Last Reservation inquiry
Refunds Processing
Cancellations Processing
Special Promotions
Transfer to Customer Service Representative
E-Faxback option
Special promotions
PIA Branch / Cash Offices locations
Sales Centre working hour
Change of class
Mobile
Communication
Integrated auto-SMS generation for information
related to change in flight schedule, cancellation of flight and Awards miles
balance etc.
Provisioning of real-time SMS alerts to customers.
SMS Gateway capability
Integrated Email
Management
Systems Auto Responders & complete history of past emails to & from customers.
On-Line Chat
Support
Services Provide a chat window from the PIA website for chat support.
On-Line Web
‘Call Me Back’ Provide a functionality on PIA website for call-back service.Promotions and
Marketing &
Campaign
Management Database Creation, Cleansing and Management
Direct Mail Services
Outbound Call Campaigns
Response Analysis and Reporting
Web Advertising Strategy
Digital Marketing Plan Execution
Customer
Behavior
Intelligence Efficient use of data models to handle customers effectively
Call Recording
Facility
Recording and real time monitoring of calls for performance management &
problem resolution.
100% network voice recordings, and screen capture technology
Work Force
Management
Forecast the volume of calls (or other interaction types, like emails and chat
sessions etc). Workforce management (WFM) software can help Call Center
Managers to schedule the optimal number of agents to meet projected needs,
taking into account agent breaks, training classes, planned vacations and
unplanned sickness
Data Security Hardware & Software based data security i.e encryption etc.
Back-Office
Functions Handle Frequent Flyer program back-office functions:
Application/Form Processing
Document Management and Workflow
Data Capture, Verification, Cleansing and Exception
Risk/Fraud Review
Database Updates and Maintenance
Risk/Fraud Review
Operational
Procedures &
Management Complete management of call center operations:
Resource Recruitment & Retention
Workforce Management
Forecasting of workload and required staff.
Management of working times and accounts.Analysis and monitoring of the entire process.
Dedicated Training & development of workforce
Technology
Infrastructure
Management Assets management
Equipment – Hardware
Communication NetworkTechnical Criteria
Bidder Capabilities for Technical Specifications of Call Center Solution
These are all mandatory requirements, a Negative response would deem the bidder as
Technically non responsive unless technical proof is given to justify the
response.
Parameters Response Ref Page
PIA Evaluation
Team Response
Yes / No (Evidence) Yes / No
a.
Operate PIA owned UAN and International Toll-Free numbers for
24/7 global coverage
b.
Implement System Integration with PIA Reservation System and
existing databases
c. Experience in handling complicated call routing strategies
d.
Advanced voice recognition IVR Experience (Interactive Voice
Recording) in English and Urdu
e. 100% network voice recordings, and screen capture technology
f.
Custom Web-based Reporting portal for PIA management
access
Operations
Management
Provide Recruitment processes for hiring and retaining multiple
language skills (English, Urdu, local languages, regional
languages, international languages)
Provide Detailed Training Program Curriculum for Call Center
Customer Support Representatives and Management Skill
Development Plan (minimum. 80 hours new hire training plan)
Quality Assurance for Call Center with demonstrated
optimization using Six Sigma and other internationally
recognized Quality Assurance standards
Provide Automated Performance Management mechanism for
Call Center operations
Provide Workforce Management and Scheduling
Custom Reporting
Web-based Management ReportsProject Management skills for rapid requirements
implementation
Audit &
Compliance
Documented call center outsourcing audit and compliance
procedures, with reference audit of current clients.
Information
Security
Submission of Information Security Plan must address:
Back-up & Recovery
User activity monitoring, user assigned rights policy
Login security and controls policy
Employee confidentiality and privacy agreements
Restricted access to system functions ( on a need to know, need
to do basis ),
Restricted access to information ( on a need to know, need to do
basis ),
User/system activity audit,
Dual control over specific transactions,
Encrypted storage of information,
Transaction audit.
Call Center Facility
Facility Physical Security Requirements
Information Classification Policy
RecoveryResilience
and
Describe the attributes of the solution that will provide resiliency,
preventing downtime during live operations.
Explain fully the operations and procedures that would apply to a
situation where system operation switches to standby facilities.
Explain also the recovery process to normal operations with the
production systems.
Organization
StructureCall Center
Staff
Bidder should share operational organization chart for dedicated
account management.
Each senior management team member should have over 15+
years each experience in global outsourcing sector, across
multiple industry verticals.
The Call Centre solution should be scalable, as the number of
Customer Service Representatives (CSRs) are expected to
grow and they will be segregated in-to following roles :
Current requirement for Call Centre is round the clock operations
in three shifts.
Manager’s responsibilities would include: Staff time management, (70% coaching / Motivating,
20% Admin
Tasks and 10% handling difficult calls/situations).
The Manager will also be responsible for daily call Evaluation
which would help identify gaps where training and coaching is
required for the staff.
1/2 hour Service Level Management
Queue Management
Handling Difficult calls
Shift Schedules, Capacity Planning
Training and Development, Process Flows, System
Development, Audit /Compliance
Assistant Manager
Supervisor(Team Leader)
The Customer Service Representatives will be monitored and
coached by 2 shift supervisors whose job responsibilities would
be to spend 50% of their time on the phone and authorizing
transactions, 50% monitoring coaching and training the staff.
Daily Call Evaluation
Transaction processing
1/2 hour Service Level Management
Queue Management
Handling Difficult calls
MIS, Service Indicators
Problem Resolution Officer
Problem Resolution Manager
Customer Service Representative / Agent profile:
Bachelors degree is mandatory
Neutral accent and ability to converse fluently in English and
Urdu (regional languages optional)
Age 18 – 26 yearsSolution Summary
the proposal should provide a summary of the proposed solution,
explaining how software and hardware components of the
system will function, describing relationships with the Airline’s
existing systems, and covering internal operations and
communication with external devices and networks.
provide a comprehensive diagram illustrating the overall system
architecture for the solution.
Vendors must state how the proposed solution will integrate with
existing and future portfolio of PIA Ticketing and Sales
systems/databases, applications, and provide a detail plan in their
proposal.
IT & Networking
Systems
Demonstrate ability to manage 24/7 IT environment, with details
of:
24/7 monitoring of Network Operating Centre
Provide a network connectivity diagram, workstation platforms
and interfaces with servers, messaging protocols, and access to
external interfaces and networks.
Describe how the solution will be compatible with the Airline’s
network.
Describe how the proposed system is managed, including:
System resource utilization,
Transaction queuing management,
Performance monitoring and optimisation,
Problem reporting and diagnosis,
Database management,
Software upgrades. IT Support 24 x 7 x
365
Provide a description of how support procedures will operate,
including severity rating of problems, handling and problem
escalation process, including acknowledgement and fix time
based on severity level.
Capability for managing multiple sites
Incident and Change Management System Specifications
Call Centre
Management
The solution must include the entire Call Centre management
functions listed below:
Inbound Call Centre Management;
Outbound Call Centre Management;
Blended Call Centre Management;
On-line, real-time MIS for all of the above;
Historical MIS for all of the above.
The Call Centre will support 3 Service Channel types
Voice (telephone )
FAX
Electronic ( E-Mail, Internet, voice/video over IP , and others )
The Call Centre will support 3 CSR types
Inbound
Outbound
Blended (Inbound and outbound)
Call Centre Management will comprise the following activities for
all Service Channels Types and all CSR Types
Workflow / workforce Management
Resource Scheduling / management
Campaign Management
Customer Contact Management
Fulfilment Management
ForecastingSimulation
Tracking
Performance Measurement
Collection of On-line Statistics
Retention of Historical Statistics
The Airline requires an entire solution and all the tools required
to support all of the service channels for inbound, outbound and
blended Call Centre operations.
CSRs should be able to perform inbound contacts handling, for
all requests received through all channels, e.g. voice, paper or
electronic.
Specific CSRs will be assigned to perform both outbound call
handling, as well as handling inbound requests received through
other channels, e.g. paper or electronic.
Workforce Management, Resource Management, Performance
Measurement and Tracking will be performed across all the
service channels supported by that CSR dealing with inbound
requests, and outbound requests.
Blended Call Centre Management will extend beyond CSRs
being enabled to handle both inbound and outbound call types.
Outbound contacts will generally cover the following areas:
Telemarketing - preview dialling functionality
Market research
Customer call-backs
Blended capability will allow CSRs to shift between inbound and
outbound status and functionality.
The bidder is requested to indicate the development platform
and environment used for the proposed system.
The bidder is requested to provide details about the preview
dialling system.Management
Information System
MIS will allow for Call Centre management to do the following:
Monitor service quality
Track schedule exceptions
Evaluate CSR , supervisor ( team /group leader ) performance
The Wallboard Display Units or WDU’s, will be used as one
medium for the display of on-line, real-time Call Centre statistics.
The WDU must be able to display integrated statistics collected
from the following devices:
ACD statistics & queuing statistics;
WEB requests statistics
Dialer and Campaign Statistics
Voice Logging Statistics
IVR statistics;
Email requests statistics
The display Manager must therefore be able to gather statistics
collected from the various Call Centre components and display
them in an on-line real-time manner.
The time interval lapsed between the display of different sets of
information must be user-configurable.
Screen-based Statistics (SBS’s) includes displaying supervisory
information and CSR information.
Screen-based on-line statistics are refreshed at specific intervals
The solution must allow for the SBS’s to be exported to MS
Office programs ,or allow using a report generation tool.
Reporting: Email and Call-Statistics are available in one single
reporting tool
The screen-based application must be able to display statistics
collected from the following:
ACD & queuing statistics;
Voice Logging Statistics
IVR statistics;
Campaign Statistics
The SBS must therefore be able to gather statistics collected
from the various Call Centre components and display them in an
on-line real-time manner.
The Supervisor will configure the display of the WDU’s.
The Supervisor will configure and use the SBS applications.
The Supervisor will request and use the printed reports.
Group and System Reports.
Information on each CSR group;Queued calls per group
Calls accepted
Calls answered
Calls abandoned
Calls overflowed
Trunk performance
Half-hourly reports
Calling party details
CSR MIS.
The proposed solution shall include a software application
installed on the CSR’s desktop computer, which will enable the
CSR to monitor his/her own performance, and the performance
of the group(s) he/she is working in.
This application will display in an on-line manner statistics about
the CSR’s and the CSR group’s performance, e.g.
Number of calls processed by CSR, CSR group and service type
Number of sales by CSR and CSR group
Revenue generated by CSR and CSR group
Queue length of CSR and CSR group
Printed Reports.
The System is to include a complete List of Standard Reports
available from the system.
The printed reports must be able to generate integrated reports
collating statistics collected from the various devices:
ACD statistics & queuing statistics;
IVR statistics;
Voice Logging Statistics
Campaign Statistics
Group and System Reports.
The system must be able to support the following types of MIS
reports:
Real-time
On demand
Scheduled
Call Information
Event Information
Reporting Interval
Details reports
Summary Reports
ShiftDaily / Weekly /Monthly
System Administration and Configuration
The Call Centre will be managed and configured by a System
Administrator.
The system will provide a Graphical User Interface (GUI) tool for
all configuration and administrative functions.
The System Administrator will perform the following functions:
Access and change system configuration and database.
General maintenance for system diagnostics.
Monitor Call Centre servers usage and events.
System security – managed from another party/location in the
Airline
General administrative functions
All programs in the Administrator Terminal must be accessed by
a user ID and password.
Training will be provided for System Administration and
System Security
Management.
Access to all systems/sub systems/menu commands in all Call
Centre workstations will be through various security levels to
prevent unauthorized personnel from using system options.
The offered solution will have an efficient access control with
various levels of access. Each level of access shall restrict
access to particular, security-defined menus/tools/programs.
Passwords should have a configurable minimum and maximum
length.
System should display a warning message to the user, prior to
the expiry date. The warning period should be configurable.
User should have the access to change his password.
System should keep password history for a configurable period,
and should prevent the user from using an old password during
this period.
New users should be created with a default password.
During the first login attempt for a new user, system should force
the user to change his password.
Security Administrator should be able to reset a user’s password
to the default value. System should force the user to change his
password at the first login attempt.
System should lock the user’s account after a configurable
number of fail attempts to login. Security administrator only,
should be able to unlock the user’s account.System should provide a report for password
changes
The system will maintain an audit trail of accesses and access
attempts.
The system will maintain an audit trail of all events for each
access and session.
The event audit trail will contain all details of accessed
Menus/Data Files/directories along with date and time
The system will maintain the above audit trail for a period of 6
Months, and will have the facility to archive the audit trail.
Bidders will state clearly any limitations to their proposal.
The Bidder will indicate other security features the system can
provide.
Supervisors
The supervisor’s workstation will allow the supervisor to manage
and control the operations of ACD groups and CSRs.
The supervisor shall have all the features and functions of a CSR
The supervisor must have the facility to access the status of all
operations of the Call Centre based on the access log-on
password and security level.
Real-time Display
The supervisor must be able to view real-time information of all
CSRs assigned to him at any time.
The supervisor must be able to view the current status of all
CSRs, CSR group/s, and ACD queues and the entire Call
Centre.
The supervisor/manager workstation software will provide real
time information on the following parameters:
Number of calls waiting in different queues
Service level
Average speed of answer
Average time to abandon and average queue duration.
More than one supervisor will be able to monitor the status
screen of a particular CSR, CSR group or complete Call Centre
at the same time.
When monitoring CSRs, the supervisor can make CSRs, who
are in the temporary withdrawal or Wrap-up State, available to
take calls.
The supervisor should be able to monitor (listen in) a CSR’s
conversation for training or administrative purposes. A minimum
of three levels of monitoring should be provided:
Silent Monitoring – with and without tone indication to the CSR;Conference Monitoring – a three-
way connection between caller,
CSR and supervisor/manager.
Coach Monitoring – a one-way connection between CSR and
supervisor/manager.
The CSR monitoring function will allow the supervisor to perform
a Silent Monitoring and monitor the CSR performance.
While a CSR call is in progress, the supervisor can, at any time,
perform Silent Monitoring on this call.
The supervisor can select the Silent Monitoring option from an
on-screen menu (workstation screen) and selecting the CSR’s
name or number from the screen.
The system shall have a user-selectable option for recording
Silent Monitoring (Supervisor Station number, CSR station
number, Time, Date and Duration).
The recording of Silent Monitoring must be date and time
stamped.
The recordings will be logged as a separate file in the system.
The supervisor’s telephone set will be provided with a dedicated
button to answer CSR requests for assistance/help.
CSR Status.
The system must be able to provide an indication to each
supervisor of the status of each CSR position in the entire Call
Centre.
The supervisor must be able to view a screen representative of
only the active/ringing/Wrap-up/Temporary withdraw/Not signed,
etc., CSRs in his/her group or the entire Call Centre. This should
be done with a minimum of screen scrolling, enabling the
supervisor to view as many active CSRs as possible on a single
screen.
Announcement and message access.
The supervisor shall have the facility to control and change
announcements and messages pertinent to his/her group.
Supervisors should be able to make new recordings or change
recordings directly from his/her telephone set. Facility should
allow for the screening of recordings before loading into the live
system.
The supervisor shall have access to real-time CSR and queue
statistics and the ability to run historical / interval reports on
demand for Management Information Reporting.
The supervisor must have the ability to move a CSR from one ACD group to another.
The supervisor must have the ability to set the size of the queue
and the time threshold of each queue in his/her group.
The supervisor must have the ability to set the skill-set attributes
of each individual CSR.
The supervisor must have the ability to assign him/herself as a
CSR at any group at any time and can withdraw at any time.
The supervisor will have the facility to request a unique user ID
to the CSRs in their group. User Ids and passwords will be
issued by Systems security Dept.
CSR Workstation
Applications
The CSR will be equipped with digital console as well as a
workstation (desktop PC).
The CSR’s workstation will allow the CSRs to perform Screen
Based Telephony (soft phone).
Each CSR on the system shall have an individually assigned logon identification number.
The system should keep track of multiple log-on events by the
same individual at different terminals.
It shall be possible for a CSR to log on to the ACD system using
an individually assigned user-ID and password.
The system at all times shall start tracking individual CSR
activities as soon as the CSR logs in and end tracking as soon
as the CSR logs off.
Calls shall never be routed or transferred to a CSR who has not
logged in.
CSRs shall be able to temporarily withdraw from an active
position either for getting more information for the customer or
for short-break (break, lunch, training etc.).
The CSRs will resume normal operation by disabling temporary
withdrawal.
The system shall at all times keep track of which of the CSRs are
available/logged-on and which of the CSRs are temporarily
withdrawn.
Each CSR shall have the facility to go into Wrap-up State after
terminating a call to perform further operation related to that call.
CSRs should be able to initiate an outgoing call using either the
turret or PC soft phone.
CSRs should be able to answer calls when receiving a call from
the ACD queue.The system shall offer manual and auto answering feature to
receive calls. This feature shall be user selectable.
Manual : Receive calls by pressing a key/button on the CSR
turret/console.
Automatic : Call connected to CSR automatically after providing
an Incoming call tone on the CSR headset.
The CSR telephone set must be able to support both headset
and handset. There must be volume controls for both.
CSRs should be able to transfer calls to other CSRs in the Call
Centre ,as well as supervisors, by selecting a name/number on
screen ( soft phone ).
The system must be able to support the ability for CSRs and
supervisors to send one another either pre-programmed or
customized messages via the desktop PCs.
CSRs shall be able to put a call on hold.
CSRs can resume a call that was placed on hold.
The CSR telephone must have the facility of muting the
transmitter in the event of noise or need to confer with a
supervisor or other CSR.
A CSR can request supervisor assistance without interrupting a
call in progress by signalling to the supervisor using a help key.
CSRs must have the ability to establish a 3-party conference
call.
The conference shall be context sensitive with voice and data
seen from all parties.
The CSR shall be able to view his/her performance statistics on
his / her workstation.
The CSR shall be able to view his/her performance against
his/her group performance statistics on his/her workstation.
This feature shall be able to be controlled (enable/disable) by the
supervisor/system administration.
Workstation Screens.
The proposed system shall support GUI based easy to use
development tools to allow customization and updating of
workstation screens.
The proposed system should support Urdu enabled operating
system, as CSRs will require to edit and display Urdu
Documents (product information and telemarketing material) .
The pop-up screens must incorporate the major airline service
areas with minimal shifting between screens and minimal disruption of call management at a
workstation.
The pop-up screens must incorporate the following:
Customer Profile
Customer Search
Call Status
Add Customer (non-airline)
Quotes (Offer)
Questions & Objections
Call History
Notes History
Fulfillment
Send Literature
Call Back
Fax back
E-mail
Call Status
Transaction Clock
Schedule controlled call back
Productivity Monitor
Product Information
Cross Selling
Special Offers
Interactive Voice
Response System
(IVR).
The proposed system shall have an open architecture design.
Bidders are requested to provide a brief description about this
feature.
The Bidders are requested to list the IVR brands and models
that they can support within their solution
The Bidder should provide a detailed description of the proposed
system hardware and software.
The proposed system architecture shall prove high availability;
the Bidder shall describe and quote as an option the redundancy
features available.
The proposed system shall be easily scalable to handle larger
number of calls.
The Bidder shall mention the maximum number of lines for the
proposed system.
The system will support diagnostics programs to detect a fault in
system hardware and software.
The IVR should be capable of supporting voice recognition techniques.
When a call is routed to the IVR, the system shall prompt the
caller with a user-recorded greeting and give an option to select
a language ( the system should have Urdu and English bilingual
capabilities ).
After selecting the language all IVR prompts will be played in the
language the caller selected.
In case the caller chooses not to use the IVR system for any
reason, the call shall be routed to a CSR by:Break out & Time
out after a user defined number of seconds.
The IVR shall repeat the message again if the caller has not
responded to the IVR system prompt. Message repeat time,
number of times and action thereafter shall be user
programmable.
An error message will be played by the IVR system in the case
of the caller entering an invalid entry.
The system should provide a GUI utility to customize the voice
prompts/recording following system parameters to meet
CUSTOMER’s operational requirements.
The IVR shall have a comprehensive statistics and reporting
feature to collect and store call data.
The system shall maintain statistics of each step of the call, from
the time the call enters the IVR till the time that the call is
released from the IVR.
Recorded call data shall be date and time stamped.
The system shall provide and maintain statistical data related to
system performance and call activities such as:
Number of calls per port per day
Total calls per hour
Average Call Duration
Number of abandoned calls in IVR
“ All Ports Busy ” duration per day and time
The system shall monitor, record and report Application
availability.
The proposed system shall support a report generation tool, to
create and design customer specific reports.
The system shall have the facility to capture CLI and DNIS.
The system shall detect abandoned calls, and shall free the line
immediately
Fax on DemandThe proposed system shall support fax on demand feature.
The proposed system shall be capable of faxing stored files and
pre-scanned images.
The Bidder is requested to mention if the fax on demand feature
built in the IVR system or stand-alone server that can be used by
the CSRs.
The Bidder shall provide a brief description of the simulation and
testing tools supported by the proposed system
Computer Telephony
Integration (CTI).
The Bidder shall the following CTI Capabilty:
Ethernet LAN/WAN connectivity with TCP/IP protocols
Open , non-proprietary architecture - Desktop Integration
Standards, Enterprise databases and Operating Systems.
Industry standard data communication protocols and operating
systems
The proposed CTI solution should support Telephony Integration
with e-mail, FAX, and Internet.
The proposed CTI solution must support the following features:
Co-ordinated voice and Data (screen pop-up):
Deliver data information at the same time as the voice call:
The CTI solution must have the ability to screen pop based on
caller entered digit, network information (CLI, DNIS), data
passed from IVR, etc.
Please state the delay between the delivery of Voice and Data to
the Desktop station.
Synchronized call transfer, conference, consult:
Person to person, IVR to person
Add new information before transfer and / or present a different
but related screen Including Data / Information during that call
input by the CSR .
Intelligent call routing based on:
Network Information ( CLI , DNIS ).
Skills-based routing
The CTI software will have a Soft phone providing screen-based
telephony (SBT).
The SBT will allow setting up telephone calls by selecting the
caller from the PC screen.
The call progress will be displayed on the screen.
Access to telephony functions will be keyboard and/or point-andclick (window, menu, button, etc.)
enabled.
The Soft phone will have the similar appearance as the turret/console.
The SBT will provide access to every telephony function
available in the given telephone system.
The SBT will be able to integrate with other products on the
Desktop such as : MS Outlook, Lotus notes/ Office Automation.
The offered system shall be WEB enabled, based on thin clients
and supports e-mail integration.
The Bidder will describe the standard features/components
employed in the proposed CTI solution that will ensure high
reliability of the overall solution.
The proposed must support integration with all the Call Centre
equipment.
Application
Development tools.
The Prposed Vendor shoould have the capability for Application
development which shall include following:
The Bidder will list the development languages supported.
The Bidder is requested to describe the Application Development
environment
The Bidder must train nominated PIA Staff in Application
Development (Design tools, Testing Tools, Debugging Tools)
using these tools.
The offered CTI solution must incorporate software in order to
manage, monitor, diagnose and maintain the system.
The Bidder will indicate the type of link and speed between the
CTI server and the ACD switch.
The Bidder will provide details of the message formats and
protocols used by the ACD-CTI link.
The Bidder will indicate the following:
The maximum number of Call Centre CSR workstations
supported by the CTI server.
WEB Integration
The Biider shall have the following capabilities in WEB
Integration:
This section sets out the requirements for Integration of WEB
with Call Centre. The customers must be able to use Internet as
a means of communication channel to contact PIA Call Centre,
via voice and video.
The Bidder’s offered Web integration solution should have the
capability for processing and initiating necessary actions through
the WEB server for the following options:
E-mail
E-mail Call Back requests registrationLive chat or Web Chat with text, voice, and live image.
Voice over IP.
FAX over Internet
The Bidder is requested to submit offer for the entire above Web
integration modules and functions. Live Chat, Voice over IP, and
FAX over Internet should be offered as separate options.
The Bidders shall outline the proposed procedure and call flow
for handling the above contact choices.
The successful Bidder will train PIA nominated staff in all aspects
of developing APIs for further development of WEB interaction
applications.
The Web application running on the CSR desktop must be fully
integrated with all other Call Centre components of the offered
solution.
The offered WEB integration solution must fully integrate with the
offered complete Call Centre solution.Price Schedule
(All annual recurring charges including those costs currently borne by PIA for individual
components such as connectivity, hardware, equipment, facilities, should be reflected in the
bidding price)
Acceptable Price Schedule of Call Center Solution
S.
No
Description
Unit
Price
Quantity
Total
recurring
annually
1 Agent Cost Annual recurring

194
in figure and words
both
2 Hardware maintainance cost annual recurring lump sum
Total
This price should be quoted in the Bid Form
Final Price of Pakistan International Airlines Cal Center Outsourcing
All Quoted Prices as per RFP requirement must be stipulated based on the above
TemplatePayment Schedule
Acceptable Payment Schedule for Call Services
Response
Yes / No
Recurring Charges
Man Power Payment will be made on monthly basis after realization of services
Hardware
Maintenance &
Support
Payment will be made on quarterly basis after realization of
services
* All Amounts should be inclusive of all Taxes, Duties, withholding Tax etc.Delivery
Acceptable Delivery of service schedule Call Center services
Response Ref Page
Yes / No (Evidence)
Service Level Requirements
DELIVERY And Commissioning
REQUIREMENTS
Commissioning Time
Management of the existing call center will be made operational in the
stipulated time frame which must not exceed for more than 2 months.
Operational Time
Services will remain operational by 24x7x365 applicable for all links
with 99.9% uptime calculated on monthly basis except for scheduled
maintenance.
Support 24x7x365 support will be provided to ensure required uptime.
Services
Bidder is required to provide an end to end solution till program go-live
date and operate thereafter.
Service Level Agreement
Sign SLA for 99.9% uptime calculated on monthly basis.
Inbound Service Level 80/20: Ensure 80% of calls are answered within
20 seconds
Quality Assurance Metric of 90% or more