TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTION ...

• Satisfaction levels of clients using the SCH (through periodical telephonic/emailsurveys)2.2 SERVICE DESCRIPTION:2.2.1 The successful tenderer has to provide four Call Centre Assistants and oneManager to provide online counseling on consumer issues and Public DistributionSystem issues. They should receive and process any number of complaints.2.2.2. The successful tenderer has to ensure availability of all Call Centre Assistantsand manager for two years of the contract period commencing from 30 days from thedate of signing the agreement. (Annexure II) The State Consumer Help Line shallfunction during all working days of PDS outlets under Civil Supplies and ConsumerProtection Department from 09-30 AM to 6-00 PM.2.2.3 The successful Organisation has to ensure provision of legal and subject matteradvise and support to Call centre manager and periodical training and guidance to allSCH staff.2.2.4. The successful organization shall provide Overall facilitation and support forsoftware upgradation2.2.5. The successful organization shall provide Analytical and Policy inputs based onperformance of SCH2.2.6 The successful organization shall assist the TANSSCOPE and Department insetting and raising standards of performance/service levels of SCH to national andworld standards from time to time and facilitating SCH to achieve higher levels ofconsumer satisfaction in legal advise and grievance resolution.2.2.7 The successful organization shall assist in annual external evaluation of consumersatisfaction on SCH services3. TERMS AND CONDITIONSFollowing terms and conditions are intended to sensitize the tenderer to variousclauses, which may be reflected in the final Contract.3.1 Tender for ProposalThe tenderer is expected to examine all instructions, forms, terms andspecifications contained in this document. The proposal should be precise, complete14