Scope of Services
The selected service provider will perform the following key functions:
Inbound Services
Handling participant inquiries related to:
Loan application processes and status updates.
Program activities, eligibility criteria, and timelines.
Resolving concerns and escalating issues when necessary.
Operating dedicated phone lines and email support for participants.
Outbound Services
Conducting follow-up calls with:
Loan applicants tverify submitted information and update them on
application progress.
Participants for post-program feedback and surveys.
Sending reminders for upcoming training sessions, deadlines, and other program milestones.
Data Reporting and Analysis
Maintaining detailed logs of all inbound and outbound calls.
Compiling reports on:
Call volumes, types of inquiries, and resolution rates.
Participant satisfaction and key issues raised.
Recommendations for addressing recurring concerns or improving communication strategies.
Value-Added Services
Providing SMS services for quick updates.
Facilitating live chat support via online platforms.
Offering multilingual support tcater tparticipants’ diverse needs.
Deliverables
The call center service provider will deliver the following outputs:
Operational Setup:
A fully functioning call center with trained personnel and necessary infrastructure.
Service Quality Reports:
Weekly and monthly performance reports covering key metrics (e.g., average
handling time, resolution rate, and participant satisfaction).
Call Records:
Accurate records of all interactions for audit and analysis purposes.
Participant Feedback:
Consolidated feedback reports highlighting key trends and actionable insights.
Duration and Timeline
Contract Duration: 1 year with the possibility of extension based on performance.
Setup Phase: The provider will complete onboarding and setup within one month from contract signing.
Operational Phase: Full-scale operations will commence immediately after the setup phase.
Reporting and Supervision
The service provider will report tthe Investments Director at HEVA. Regular updates will be provided through:
Weekly Progress Meetings: Discuss call center performance, challenges, and solutions.
Monthly Performance Reports: Detailed reports on metrics, feedback, and recommendations.
Qualifications of the Service Provider
The ideal service provider must meet the following criteria:
Demonstrated experience managing call center operations for development programs, financial services, or similar sectors.
Proven capacity thandle diverse participant groups, including marginalized communities.
Multilingual support capabilities, including fluency in [languages relevant tthe program participants].
Robust data management systems tensure confidentiality and compliance with data protection regulations.
Capacity toperate during business and non-business hours as needed.
Financial Proposal
The proposal must include a detailed breakdown of costs for:
Setup costs (if applicable).
Monthly operational costs.
Additional fees for optional services (e.g., SMS, live chat, multilingual support).
Evaluation Criteria
Proposals will be evaluated based on:
Technical Expertise: Understanding of the program’s objectives and scope.
Experience: Relevant past performance and client references.
Service Delivery Plan: Feasibility and efficiency of the proposed approach.
Financial Proposal: Cost-effectiveness and alignment with the program’s budget.
Submission Guidelines
Interested service providers should submit their proposals including the following:
Company profile and relevant experience.
Detailed technical approach and work plan.
Staffing plan and qualifications of team members.
Technology infrastructure and data management tools.
Financial proposal with cost breakdown.
References from previous clients.
If you fit the requirements, please email your proposal to sanara@hevafund.com with the subject line “Sanara Program Call Center Proposal.” The deadline for applications is 28th February 2025.
Apply via :
sanara@hevafund.com
