KOLKATA _NIT - WBSEDCL

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CCEE DD/ //ZZCC CCFax- (With STD Code)Telephone – (With STD Code)Notwithstanding anything contained otherwise elsewhere in this document, all related subsequentcorrespondences from WBSEDCL to the bidders will be made through WBSEDCL’s own website(www.wbsedcl.in) only, if not circulated otherwise.IB.23. Representative of Vendors:IB.23.1 The successful bidder is required to nominate one person other than Process Managerexclusively for this project from commencement to completion as a ‘Single ExclusiveContact Person’, with whom WBSEDCL will interact on all matters related to thecontract. His telephone number (with FAX) and Mobile number including contactaddress should be made available within a week from the date of acceptance of theorder to the Concerned Zonal Manager and System Manager. He shall mainlyresponsible for Human Resource related matters.IB.23.2 The successful bidder has to specifically furnish to WBSEDCL, the name, designation, mobileno., residential phone no., e-mail address of their representative.IB.24. Liaison Office: The successful bidder will have to have a site office at the Zone in a strategiclocation headed by a responsible person along with suitable manpower and with facilities of phone,mobile & fax etc. This office need to address any query and correspondence made to the successfulbidder from WBSEDCL regarding execution of the works under the scope of the order. This office needbe made operational immediately after placement of the order and will operate during the entirecontract period.SW.1.SW.1.1.SW.1.2.Section: 2Scope of Work [SW]Task of deployed manpower (category-wise):The successful bidder will have to supply skilled manpower of specified qualification & qualityfor running and supervising the IT enabled Zonal Computer Center & Call Center andoperating IT enabled systems at various field units of WBSEDCL.Category-wise Tasks are specified as under.SW.1.2.1. Call Center and Field Unit Operator (CFO):To run IT enabled system at Zonal Call Center / field units for:-SW.1.2.1.1 Handling telephonic queries of WBSEDCL’s prospective & existingconsumersSW.1.2.1.2 Providing Information service to external & internal users of WBSEDCLSW.1.2.1.3 Managing & monitoring consumer complaintsSW.1.2.1.4 Managing Service Connection of prospective & existing consumersSW.1.2.1.5 Generating & sending SMS to valued consumersSW.1.2.1.6 Entering Load Shedding schedules related information, instantaneous‘System Outage’ information etc.SW.1.2.1.7 Making verbal communication to privileged & internal usersSW.1.2.1.8 Successful & 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 beassigned by the System Administrator of the Zonal Call Center ]SW.1.2.2. Group Leader (GL):To run, monitor & maintain IT enabled system and to supervise Operators at ZonalCall Center for:-SW.1.2.2.1 Efficient call management & handlingSW.1.2.2.2 Preparation of standard & customized reportsSW.1.2.2.3 Liaison with field units regarding generation, entry and trafficking of dataSW.1.2.2.4 Controlling callers’ queueSW.1.2.2.5 Assigning jobs to operatorsSW.1.2.2.6 Monitoring, supervising & reporting on CFO posted at Call Center.
SW.1.2.2.7 Regular monitoring with the CFO attached to Customer Care Centres on dayto basis in respect of Service connection of prospective & existing consumers.SW.1.2.2.8 Tit-bit troubleshooting and operating Automatic Call Distributor (ACD) &Exchange, Operators’ PC & peripherals etc.SW.1.2.2.9 Reporting to Process Manager & System Administrator about system healthetc. [along with any other job related to successful Call Center Operation ]SW.1.2.3. Process Manager (PM):SW.2.SW.2.1.SW.2.2.GTC.1.SW.1.2.3.1 To assist System Administrator in all matters, related to Data Warehouse andCall Center operation and maintenance during normal working hours and to overseeand monitor the jobs of CFOs & Group Leaders etc. along with any other job relatedto successful Call Center Operation.SW.1.2.3.2 To look after the Zonal Data Warehouse & Call Center in absence of SystemAdministrator in case of emergency situation.SW.1.2.3.3 Liasion with GL & CFO attached to Call Centre and Customer Care Centreson day to day basis. In case of any irregularity, he will intimate in writing / verbally tothe System Administrator.Training of manpower:In case of new engagement of CFO / GL / PM, WBSEDCL will arrange suitable training for abatch of convenient size (which will include persons of each category along with mastertrainers of the successful bidder, responsible for subsequent training) during placement in therespective job. No cost, other than the cost of training will be borne by WBSEDCL.Few details of the training to be imparted on behalf of WBSEDCL:Batch Size: 10 headsDuration: 5 daysTargeted Audience: CFO, GL, PM & Master Trainers of the successful bidderSince all the ZCC are operational normally no is normally required for existing manpower, butif training for any newly deployed person in any specified category mentioned in thisdocument is required, shall be imparted by the successful bidder 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/heraptitude as satisfactory.Section: 3General Information, Terms & ConditionsGeneral Information:GTC.1.1. No Service providers are allowed to engage any sub-vendor for execution of contractagreement. All deposit / contribution related to Provident Fund / ESI / Service Tax /Income Tax etc. should be made in the Code No/ Registration numbers mentioned inthe bid documents at the time of tender process. Any deviation, shall tantamount tocancellation of LOI (s) instantly.GTC.1.2. Vendor shall ensure that all the deployed Operators/Group Leaders/Process Managerpossess good communication skill, voice & mannerism etc. along with requisite educationalqualification. WBSEDCL shall have the right to ask for replacement of any personnel if foundunsuitable at any stage of deployment.GTC.1.3. The Operators would be placed in Call centers & Customer Care Centers of the Zone. TheGroup Leaders & Process Managers would be placed at Call Centers.GTC.1.4. The Operators would be under the supervisory control of the Group Leaders and GroupLeaders of Call Centers will be under the supervisory control of the Process Manager ofrespective Zonal Computer Center (ZCC).CCEE DD/ //ZZCC CC
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Page 3 and 4: BURDWAN`86,000/ (Rupees eighty-six
Page 5: CCEE DD/ //ZZCC CCregister maintain
Page 9 and 10: Category Working Unit Duty HoursCal
Page 11 and 12: any Schedule Bank in India as per p
Page 13 and 14: GTC.16. Contract Period:GTC.16.1. T
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Page 17 and 18: Annexure [ AN ]WEST BENGAL STATE EL

KOLKATA _NIT - WBSEDCL

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