The Bank intends to setup a round the clock (24x7x365) Call/Contact Center as Full Outsourcing Model under the terms and conditions set by the bank. The bank wants to setup Call/Contact Center with 30 seats initially with a provision to extend the same up to 250+ agents, so as to enhance its capability to handle more calls and provide more services through this Call/Contact Center. The Bank aims at expanding the scope of services through inbound/outbound calls including Omni-channel service

Official Contract Award: The Bank intends to setup a round the clock (24x7x365) Call/Contact Center as Full Outsourcing Model under the terms and conditions set by the bank. The bank wants to setup Call/Contact Center with 30 seats initially with a provision to extend the same up to 250+ agents, so as to enhance its capability to handle more calls and provide more services through this Call/Contact Center. The Bank aims at expanding the scope of services through inbound/outbound calls including Omni-channel services to our existing and prospective customers. The plans include establishment of Call/Contact Center and also expand outbound call facility for Collection, Soft recovery, Tele-marketing of its products and other purposes. The Call/Contact Center operation set up would be on a full outsourcing model, wherein the entire infrastructure required (like Servers, hardware, solution, software, premises, various equipment’s, power requirement, furniture, security, insurance, manpower and any other equipment’s) for implementing, managing and maintaining the Call/Contact Center service would be provided by the Successful Tenderer to deliver the specific scope outlined in the Request for Proposal (RFP). In this context, the Bank invites EOI from prospective Tenderer(s) as manage service provider for implementing, managing and maintaining the Call/Contact Center service as Full Outsourcing Model. The scope of functions/work to be covered by the selected tenderer for the Managed Call/Contact Center can be broadly classified into the following categories: a) Inbound calls b) Outbound calls. c) IVR Functions & Smart (Visual) IVR d) Cross sell/Up-Sell/Marketing Initiatives e) Soft recovery & Collections f) Grievances and resolutions g) Customer Segmentation h) Online Chat & email i) Omni channel & New initiatives. Awarded Contractor: Digicon Technologies Limited and Earth Next Technologies Limited (Joint Venture). Contract Value: 140968421.0 BDT. Invitation/Proposal Ref: SBL/HO/GASD/Call Center/RFP/2022/01. Package No: SBL/HO/GASD/Call Center/RFP/2022/01. Ministry: Ministry of Finance. Agency: Sonali Bank Limited. Procuring Entity: Sonali Bank Limited, Govt. Accounts & Services Division, Head Office, Dhaka.. Procurement Method: NCT. Source of Funds: Own Funds Own Funds.