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► General: West Bengal State Electricity Distribution Company Limited, hereinafter referred to as WBSEDCL, for smoothly run the Hardware at Zonal Call Centre/Data Centre/ Data recovery Centre and other places within West Bengal, intends to hire service from reputed service providers, for regular, timely and faithful maintenance of the system. WBSEDCL invites e-tender from intending vendors for effective and efficient AMC Support.
► Call Center and Field Unit Operator (CFO): To run IT enabled system at Zonal Call Center / field units for:- SW.1.3.1.1 Handling telephonic queries of WBSEDCL’s prospective and existing and consumers in line with guide line stipulated by WBERC . Providing Information service to external and internal users of WBSEDCL Managing and monitoring consumer complaints Managing Service Connection of prospective and existing consumers Generating and sending SMS to valued consumers Entering Load Shedding schedules related information, instantaneous ‘System Outage’ information etc. Making verbal communication to privileged and internal users Successful and faithful handing over of the system and task to the reliever etc. [along with any other job related to successful Call Center Operation, as may be assigned by the System Administrator of the Zonal Call Center or Station Manager of the concerned CCC. SW.1.3.1.9 Interaction with the consumers related matter including follow up of payment of the company or any other business related interfacing with the consumer.
► Requisite Credentials: At least 12th standard/ diploma (3 years course) holder in any field. Enough knowledge in handling windows OS office automation application packages and internet explorer. Certificate from intuition duly recognized by AICTE/ WBCTE is to be furnished. Minimum medical standard required for call center. All the operator must be efficient in reading and writing skills Bengali and English and fluency in speaking Bengali. 10% of the operators must be fluent both Hindi and English.
► Group Leader (GL): To run, monitor & maintain IT enabled system and to supervise Operators at Zonal Call Center for:- SW.1.3.2.1 Efficient call management & handling SW.1.3.2.2 Preparation of standard & customized reports SW.1.3.2.3 Liaison with field units regarding generation, entry and trafficking of data SW.1.3.2.4 Controlling callers’ queue SW.1.3.2.5 Assigning jobs to operators SW.1.3.2.6 Monitoring, supervising & reporting on CFO posted at Call Center. SW.1.3.2.7 Regular monitoring with the CFO attached to Customer Care Centers on day to basis in respect of Service connection of prospective & existing consumers. SW.1.3.2.8 Tit-bit troubleshooting and operating Automatic Call Distributor (ACD) & Exchange, Operators’ PC & peripherals etc. SW.1.3.2.9 Reporting to Process Manager & System Administrator about system health etc. [along with any other job related to successful Call Center Operation ]. SW.1.3.2.10 GLs have to upgrade themselves with new models and train the CFOs of ZCCs and CCCs to support the system activities. A feedback information regarding training is to be confirmed to the system administrator of ZCC within 30 days from the date of implementation of the module through PM. SW.1.3.2.11 He will have to be very conversant with WBERC rule and must update himself with changes of WBERC guide line.
► Requisite Credentials: Graduate in any stream/ diploma (3 years course) holder in any field. Enough knowledge in handling windows OS office automation application packages and internet explorer working knowledge in hardware and communication area. Certificate from intuition duly recognized by AICTE /WBCTE is to be furnished. Must have reading, writing and speaking skills Bengali and English and must have capabilities to communicate to the operators in regional language as well. At least 1years experience in IT field preferably in call center operation.
► Process Manager (PM): SW 1.3.3.1 To assist System Administrator in all matters, related to Data Warehouse and Call Center operation and maintenance during normal working hours and to oversee and monitor the jobs of CFOs & Group Leaders etc. along with any other job related to successful Call Center Operation. SW 1.3.3.2 To look after the Zonal Data Warehouse & Call Center in absence of System Administrator in case of emergency situation. SW 1.3.3.3 Liaison with GL & CFO attached to Call Centre and Customer Care Centers on day to day basis. In case of any irregularity, he will intimate in writing / verbally to the System Administrator. SW 1.3.3.4 Monitors calls and communication, soft skills, process and compliance parameters. Provide coaching and feedback to enhance GL’s and operator’s performance. Analyzed Audit data, compliance. Communication & process related data. Prepare & Implement action plans. Analyzed the coaching/ training needs of the agents & support them in delivery. Participate in calibrations to ensure consistent scoring & feedback delivery approach. Keep the agents updated on new process changes/ updates, improvement initiatives. Conduct Compliance, Communication & Process Awareness sessions for new hires. Support floor Training Initiatives. Develop Action plans and report out the improvement process in business reviews. Plan & run campaigns to drive Awareness/ Improvements on Compliance, Communication & Process. SW 1.3.3.5 Process Manager(PM) has to upgrade himself with new models and train the GLs under his control to support the system activities. A feed back information regarding training are to be confirmed to the system administrator of ZCC. SW 1.3.3.6 He will have to be very conversant with WBERC rule and must update himself with changes of WBERC guide line.
► Requisite Credentials: Graduate in any stream/ diploma (3 years course) holder in any field. At least DCA or equivalent with Enough knowledge in RDBMS, OS (like Linux and Windows) and networking certificate from intuition duly recognized by AICTE/ WBCTE is to be furnished. At least 1years experience in IT field, preferably in call center or data ware house operation. SW1.3.4 Regular Evaluation of performance CFO/GL /PM need to be assed and report must be submitted to the nodal officer. SW1.3.5 Since all the ZCC are operational, normally no new manpower is/are required, but if any new manpower in any specified category is required, Service Provider shall impart training at his own cost & initiative. The person must get hands-on training in similar field unit of WBSEDCL for three days and, will be deployed, if the System Administrator, Zonal Computer Center, certifies his/her aptitude as satisfactory. SW 1.3.6 Geographical coverage of call attendance by CFO posted at ZCC or in the field units: The CFO, posted at ZCC or in the field unit, has to attend telephonic calls of existing and prospective consumers from anywhere irrespective of any geographical barrier. SW 1.3.6 IVRS is already under operation , hence a sizable portion of telephonic query will be answered via IVRS system , without reaching to the CFO.
► Standard of performance: Essence- The essence of framing of SOP is to run Zonal Call Center efficiently for extending best customer support regarding lodging their complaint and taking best effort to percolate the complaint upto CCC level to resolve the complaint with quickest possible time for giving highest customer satisfaction.
► KPA (Key performance Areas)- To understand the entire dynamics of the performance of the Zonal Call Centers the following KPA(key Performance Areas) has been fixed.  Call opening  Call closing  Verbal contact  Process compliance.  Conducting refresher training periodically for giving better awareness about the system changes and technology changes. The following Standard of performances for the KPAs are framed for ensuring better customer satisfaction and quick disposal of grievances.
► Objective Welcome the existing and potential consumers of WBSEDCL Definition At the beginning of the conversation with the customer it is very much necessary to welcome the customer disclosing the identity of the licensee and brief about the benefit available in this system SOP  Greeted customer, stated WBSEDCL name, started in a positive voice. Introduced self (first name) Ask caller's name (first and last name) Ask caller the required verification question (if any) Ask caller the purpose of the call 2. KPA - Call closing Objective Proper call conclusion to assure 100% customer satisfaction with the support received from WBSEDCL. Definition At the end of the call it is very much important register the consumer grievances properly which will ultimately flow to the respective end for final closure or redressal of grievances and ensure that the consumer must cherish a good image of WBSEDCL for a prolong time with effect from immediate conclusion of conversation. SOP Give Docket number(Where ever applicable) Thanked the caller for calling Waited for caller to hang up and appropriately closed the call Proper recording of grievances in the CRM or ensure convey the grievances to the respective end. 3. KPA - Verbal Contact Objective To measure the quality of calls being handled by the CFOs. WBSEDCL wants to ensure that certain standards be adhered to during the calls and quality of information provided, diction, language, politeness etc. Definition The entrusted person should have proper soft skill of communication along with proper listening skill and should be very much focused on the issue to ensure dissemination of actual information to the consumer and passes the grievances to the respective end accurately for quick redressal or closure. SOP Focused on the problem and use language and question pertaining to the issue. Demonstrated active listening skills Used confidence and empathy wordings to the consumer. Grave apology/ reassurance/ appropriate response Upheld WBSEDCL's positive image 4. KPA - Process compliance Objective To ensure that the set of standard at work place are properly maintained without any deviation. Definition For better out come and maintenance of a sustained efficiency level work place should be very much disciplined and congenial. SOP Span of unready state of the system should not be more than total recess time allowable in a month. Working environment maintained at ZCC should be very congenial in nature and any abnormal situation will invite strict administrative action against the delinquent personnel. 5.KPA-Conducting refresher training among the ZCC personnel periodically Objective Making the CFO’s aware of proper behavioral pattern and soft skill for dealing with customer. Making the CFOs aware about the major procedure of WBERC. Definition Conducting soft skill and behavioural training along with major changes in the connection/compliant management and different online services provided by WBSEDCL. SOP Quarterly orientation training programme to be arranged among the CFOs, GL & PM.
► Minimum 100 calls to be checked as sample across the month for evaluation of performance. The maximum ceiling of penalty will be 10% of total monthly invoice value. However the Zonal Manager may waive the penalty at his discretion on the basis of valid ground on case to case basis. Sr Manager(HR&A) and ZCC administrator of the respective Zone will jointly coordinate to evaluate the compliance level of SOP and determined the penalty amount subsequently.
► Section: 4 General Information, Terms & Conditions General Information: No Service providers are allowed to engage any sub-vendor for execution of contract agreement Vendor shall ensure that all CFO/GL/PM deployed at Customer Care Centers and Call Centers at Zonal level possess good communication skill, voice & mannerism etc. along with requisite educational qualification. WBSEDCL shall have the right to ask for replacement of any personnel if found unsuitable at any stage of deployment. The bidder should reshuffle at the interval of every six months the deployed CFOs at Call Centers at Zonal level periodically as per instruction of nodal officer as per the feedback received from System Administrator and Station Manager. The CFOs and GL s would be under the supervisory control of the GL and PM respectively. All the PM / GL / CFO shall be under the administrative & technical control of the respective System administrator and / or Station Manager depending upon the place of posting. Notwithstanding anything contained elsewhere, all persons are required to perform any type of job as required for smooth functioning of Customer Care Center / Call Centers at Zonal level that may be assigned to them by concerned WBSEDCL personnel. Decision of WBSEDCL on all matters shall be final & binding on the service (providers. Any changes in any document, if any, shall be made only through Website. As such participating service providers are requested to go through the WBSEDCL website for all updates and relevant information. The Bid submitted by the Bidder shall become the property of WBSEDCL. Personal security, accommodation, transportation etc. for their deployed manpower shall be responsibility of the successful service provider(s) at their own cost and risk. WBSEDCL shall have no obligation in this regard in any matter whatsoever.
► Supervising officer: For Customer Care Center: The Station Manager, Respective Customer Care Center. For Zonal Call Center: The system administrator of the respective ZCC. For any other office(s): The Zonal Manager shall intimate the name of supervising officer accordingly. Controlling Officer: The Zonal Manager , respective Zone. Paying authority : The Sr Manager (F&A)/Manager(F&A) as case may be of the respective zone. Nodal Officer: The Sr Manager(HR&A) of respective Zone.