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Expression of Interest - Details

Eoi Name:
Nedco Multi-Lingual Call Center Services
Pack #:
ESD/IT/EOI/002
Post Date:
03rd June, 2016
Submit Date:
07th July, 2016
Tender Cat:
Technical Services
Agency:
-
Industry:
IT Services
Description:
The Northern Electricity Distribution Company Limited (NEDCo) operates a power distribution utility in the northern parts of Ghana. The customer population of NEDCo is over 700,000 and is still increasing. In line with its vision of being the electricity distribution utility of choice in Ghana and the sub-Saharan Region, NEDCo intends to outsource its complaints center. NEDCo now invites reputable business outsourcing companies to provide inbound call centre for handling customer complaints and other electricity supply related issues. The call centre, which will interact with customers of NEDCo and the general public by means of telephonic calls, will assist in docketing and transferring complaints and other concerns of the customer to the appropriate offices for quick resolution.

1.0 OBJECTIVE OF THE ASSIGNMENT
The overall objective of this assignment is to set up a customer friendly, multi-lingual call center to be located in Tamale focusing on NEDCo’s goal of service excellence.

2.0 SCOPE OF SERVICE
The scope of services includes inbound calls, outbound calls and Interactive Voice Response System (IVR) functions as detailed below:
a. The type of inbound calls received include calls from customers across the NEDCo operational area (Brong Ahafo, Northern, Upper East and Upper West Regions and some northern parts of Ashanti, Volta and Western Regions). Request for new service detail, service availability, branch locations, queries/ complaints related electricity supply.
b. The Service provider shall have outbound calls facility to meet other requirement to handle complex queries related to customer service and the operation of eGIS enabled customer trouble call system.
c. There will be the need to call back customers who may be prepared to send SMS to a short code to know more about their issues.
d. The selected vendor shall have the capability to provide services in English, French, Akan, Dagbanli, Frafra, Wala, Hausa, Ewe and other major languages in Ghana.
e. The Service provider shall be required to provide required data in the format used by NEDCo as per the project requirement on daily, weekly monthly, quarterly, and annual as well as other reports that will be requested by NEDCo from time to time.
f. The Service provider will have to operate a call center for handling service queries and registering requests and complaints received from prospective and existing consumers as well as internal users of NEDCo over a toll free telephone on 24 x 7 basis.

3.0 SHORTLISTING CRITERIA

This Request for Expression of Interest (REOI) is to short list eligible consulting firms for carrying out the above mentioned job and providing the services. Interested consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the services.
The EOIs shall be duly supported by submission of brochure and status vis-à-vis the shortlisting criteria including academic/professional qualifications and experience of key personnel. The shortlisting criteria are indicated below.

4.0 INVITATION
The Northern Electricity Distribution Company Limited (the Client) through its Engineering Department now invites eligible firms to express their interest in providing this service. Interested firms shall provide information indicating their professional capability to undertake the assignment and must be able to provide a dedicated team of staff with the required expertise to implementation, and operate the Call Center. Firms should provide their most recent profiles showing their experience, qualifications, capabilities, references and details of past experience especially in the area of their expertise. Information such as brochures, description of similar assignments, experience in similar conditions, availability of appropriate skills etc. are required.

Consultants may associate with other firms in the form of a joint venture or a subconsultancy to enhance their qualifications. The Consulting Firm should indicate whether the EOI is being submitted as a Joint Venture or otherwise. In the case of Joint Venture a copy of the MOU for the partnership arrangements, as well as information pertaining to selection criteria may be given separately in respect of each partner in the Joint Venture

Source of Funds:
Internally Generated Funds
Region:
Nothern Region
District:
REGIONAL
Contact Person:
The Managing Director Northern Electricity Distribution Company Ltd. P. O. Box TL 77, Tamale
Email :
mdnedco@vra.com
Tel :
+233 – 208181000
Fax :
Website: