Canara HSBC Call Centre

RFP : Call Centre Service 2020
REQUEST FOR PROPOSAL
For
Call Centre Service
Issue Date : 29-June-2020
Last Date for submission of proposal : 2 0 -July-2020
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Table of Contents
1.0 INTRODUCTION AND SCOPE..................................................................................................... 3
1.1 PURPOSE .............................................................................................................................................3
1.2 REQUEST FOR PROPOSAL DEFINITIONS ..............................................................................................3
2.0 TERMS OF THE RFP .................................................................................................................. 4
2.1 ACKNOWLEDGEMENT.........................................................................................................................4
2.2 PROPOSAL DEADLINES ........................................................................................................................4
2.3 COMPANY’S OBLIGATIONS .................................................................................................................5
2.4 PROPOSAL EVALUATION .....................................................................................................................5
2.5 RFP TERMS AND CONDITIONS APPLIED TO FINAL CONTRACT ............................................................6
2.6 TERMS BINDING ON BIDDER...............................................................................................................6
2.7 HOLD HARMLESS.................................................................................................................................6
2.8 CONFIDENTIALITY PROVISION ............................................................................................................6
2.9 SUB-CONTRACTING .............................................................................................................................7
2.10 ACCEPTANCE OF PROPOSALS .............................................................................................................7
2.11 EVALUATION AND SELECTION ............................................................................................................8
2.12 LIABILITY FOR ERRORS ........................................................................................................................8
2.13 ACCEPTANCE OF TERMS .....................................................................................................................8
2.14 OWNERSHIP OF PROPOSALS...............................................................................................................8
2.15 USE OF REQUEST FOR PROPOSAL .......................................................................................................8
2.16 RFP SCHEDULE.....................................................................................................................................8
2.17 DELAY IN PERFORMANCE OF THE OBLIGATIONS BY THE BIDDER ......................................................9
3.1 PROPOSAL PREPARATION ...................................................................................................................9
3.2 PROPOSAL FORMAT ............................................................................................................................9
3.3 NOTIFICATION OF CHANGES.............................................................................................................10
3.4 CHANGES TO PROPOSED WORDING.................................................................................................10
3.5 BIDDER’S EXPENSES ..........................................................................................................................10
3.6 COMPLETENESS OF PROPOSAL .........................................................................................................10
4.1 SCOPE ................................................................................................................................................10
4.2 BUSINESS CONTINUITY .....................................................................................................................10
4.3 INFORMATION SECURITY ..................................................................................................................11
4.4 FRAUD ...............................................................................................................................................11
4.5 CRITERIA............................................................................................................................................11
4.6 Minimum eligibility Criteria------------------------------------------------------------------------------------------11
4.7 PRICING MODEL ................................................................................................................................12
5.1 INTENT ..............................................................................................................................................12
5.2 DEVIATION SHEET .............................................................................................................................12
5.3 COMPLIANCE.....................................................................................................................................12
5.4 CONTRACT.........................................................................................................................................12
ANNEXURES (ATTACHED)
1. Annexure-I - Scope of Services
2. Annexure-II - Evaluation Criteria's
3. Annexure-III – Commercial bid format
4. Annexure-IV - Vendor Registration Form
5. Annexure V - Non Disclosure Agreement.
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1.1 INTRODUCTION AND SCOPE
Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited (“Company”) is carrying on life insurance
business in India. As part of supporting its digital sales activity, the Company is looking to engage service providers for Call
Centre Service for which this RFP is being issued.
1.2 Purpose
The purpose of this RFP is to inform potential Bidders of a business opportunity and to solicit proposals for
Call Centre Service as per requirements of the Company. Based upon the review and evaluation of proposals
offered in response to this RFP, Company may at its sole discretion negotiate and enter into contracts with
one or more successful Bidders. As such there will be no volume commitment for the services to be delivered
under this RFP by the shortlisted bidder.
Notwithstanding any other provision herein, Bidder participation in this process is voluntary and at Bidder's
sole discretion. Company reserves the right to accept or reject any or all bids from a specific or multiple
Bidders for any reason at any time. Company also reserves the right at its sole discretion to select or reject
any or all Bidder(s) in this process and will not be responsible for any direct or indirect costs incurred by the
Bidders in this process.
1.3 Request for Proposal Definitions

Throughout this Request for Proposal, the following definitions are used:
 “Bidder” means a company incorporated under the Companies Act 1956,or a partnership firm (or such
other entities or body of individuals/association) that submits, or intends to submit, a proposal in
response to this “Request for Proposal”;
 “Service Provider” means the Bidder(s) awarded a Contract resulting from this RFP;
 “Contract” means the agreement formed between the Company and the successful bidder as
evidenced by an Agreement issued to the Company;
 “Contract Documents” means the Agreement, the Bidders proposal document, the RFP and such other
documents as listed in the Agreement, including all amendments or addenda agreed between the
parties;
 “Must”, “mandatory” or “required” means an absolute minimum function or capacity, which, if not
satisfied in the proposal, may result in disqualification in the final evaluation;
 “RFP” means this request for proposal including any amendments, attachments, and/or clarifications
pertaining to this RFP that may be issued prior to the closing date; and,
 “Should”, “may” or “is desirable” means desirable but not mandatory functions or capacities. Bidders
who are able to provide these functions or capacities may be evaluated more favorably than those who
cannot. However the final decision shall rest with the company.
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2.1 Terms of the RFP
2.2 Acknowledgement
Company is releasing this RFP for Empanelment of agencies for Call Centre Service activities online on its
website (www.canarahsbclife.com) and on e-procurement website (www.canarahsbclife.abcprocure.com) with
the sole aim of making the process free, fair & transparent and user friendly.
Please send your proposal ( Technical & Commercial - Separate file ) through email on or before 20th July 2020.
( PDF Format only ).
Proposal to be sent to following mail id : sandeep.kurup@canarahsbclife.in & shaikh.qutub@canarahsbclife.in
A. File-I , Non Commercial Bid comprising of :
a. Technical evaluation detail as per Annexure-II
b. Documents as mentioned in 2.11 (e)
B. File-II, Commercial bid
Commercial proposal should be password protected and password of the file should be sent to
shaikh.qutub@canarahsbclife.in ONLY. Proposal should be printed on letter head & scanned in pdf format.
While sending proposal, please do not change the subject line
Company is not responsible for non-receipt of quotations by the specified date and time due to any
reason including holidays. All questions / clarifications should be communicated only on email id
sandeep.kurup@canarahsbclife.in marking a copy to shaikh.qutub@canarahsbclife.in and
procurement@canarahsbclife.in. Quotations received after the stipulated time or the Due date or
incomplete in any respect are liable to be rejected without any prior notice.
Kindly note below the complete details of our organization
Name - Canara HSBC Oriental Bank of Commerce Life Insurance Co. Ltd.
Regd. off. address - 208, 2nd Floor, Kanchenjunga Building, 18 Barakhamba Road
New Delhi - 110001
Corporate Identity no.- U66010DL2007PLC248825
Telephone no. - +91 0124 4535500
Fax no. - +91 0124 4535999
E-mail - customerservice@canarahsbclife.in
Website address - www.canarahsbclife.com
2.3 Proposal Deadlines
Bid Submission: Company must receive duly completed and signed proposals in the manner prescribed
not later than 20-July-20.
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2.4 Company’s Obligations
The submission and receipt of proposals does not obligate the Company in any way to commit to any
Bidder(s). The Company shall not be liable for any costs incurred by Bidders in the preparation, presentation
or any other aspect of the proposals received by reason of this request, nor is Company obligated to negotiate
separately with any sources whatsoever in any manner necessary to serve Bidder's best interests. Company
makes no representation, implied or express, that it will accept and approve any proposal submitted. Any and
all Contracts which result from this RFP shall be non-exclusive, non-commitment, as-ordered agreements.
Company shall not have any liability to bidders for any interruption or delay in access to the website to obtain
the RFP document/details irrespective of the cause. Company will also not be responsible for any damages,
including damages that result from, but are not limited to negligence. Also Company will not be held
responsible for consequential damages, including but not limited to systems problems, inability to use the
system, loss of electronic information etc.
2.5 Proposal Evaluation

Proposals submitted may be reviewed and evaluated by any person at the discretion of Company’s internal
evaluation team, including non-allied and independent consultants retained by Company now or in the future
for the sole purpose of obtaining evaluations to proposals.
The Company may, at its sole discretion, negotiate and enter into contracts with one or more successful
Bidders for the said services.
Bidders may be asked to further explain or clarify areas of their proposal in writing during the evaluation
process.
The evaluation will be done in two stages:-
Stage 1: - Stage 1 consists of two parts as follows:
i) Technical Evaluation - Technical evaluation for the proposed solution via documentation provided. Post
technical evaluation, only shortlisted bidders may be called for detailed presentation.
ii) Presentation – Detailed Presentation from the services (presentation should include case studies, work
samples, company credentials, competition benchmarking, proposed service solution, proposed methodology
etc.).
Stage 2: - Commercial evaluation of the bid - Technically shortlisted bidders (Stage-1) will be considered on the
commercial evaluation.
The only information regarding status of the evaluation of proposals that the team will give to any
inquiring Bidder shall be whether or not that Bidder has been awarded a Contract. The Company may, at its
sole discretion, inform any inquiring Bidder of the reason(s) why it was not awarded the bid.
The Company reserves the right to conduct a reverse e-auction after the completion of the RFP process, the
schedule of which will be intimated later to all the pre-qualified bidders. All Bidders must confirm if they are
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willing to participate in the reverse auction and if they have necessary digital signatures required for the
purpose.
2.6 RFP Terms and Conditions Applied to Final Contract

The terms and conditions of the RFP, including the specifications and the completed proposal, will become, at
Company’s sole discretion, part of the final Contract (the "Contract") between Company and the selected
Bidder. In the event that responses to the terms and conditions will materially impair a Bidder's ability to
respond to the RFP, Bidder should notify Company in writing of the impairment. If Bidder fails to object to any
condition incorporated herein, it shall mean that Bidder agrees with, and will comply with the conditions set
forth herein.
Any exceptions to the terms and conditions or any additions, which Bidder may wish to include in the RFP,
should be made in writing and included in the form of an attachment to the applicable Section in the RFP.
2.7 Terms Binding on Bidder

Following the date for submission of proposals, and prior to Contract award, the RFP shall be binding upon
Bidder in all respects for a period of 180 days.
2.8 Hold Harmless

In submitting a proposal, Bidder understands that Company will determine at its sole discretion which
proposal, if any, is accepted. Bidder waives any right to claim damages of any nature whatsoever based on the
selection process, final selection, and any communications associated with the selection.
Company reserves the right to award the Contract to the Bidder(s) whose proposal is deemed to be the most
advantageous in meeting the specifications of the RFP. In addition, Company reserves the right to add or
waive any requirements contained in this RFP at its sole discretion with regard to proposals submitted.
Company’s decision on award of Contract shall be final and binding on all the Bidders.
Company shall be at liberty to cancel the RFP / reverse auction process at any time, before ordering, without
assigning any reason.
2.9 Confidentiality Provision

The terms of this RFP, the information provided by the Company herein and all other information provided by
Bidder in connection with the services offered to be provided by the Bidder pursuant to this RFP, are to be
treated by Bidder as strictly confidential and proprietary. Such materials are to be used solely for the purpose
of responding to this request. Access shall not be granted to third parties except upon prior consent of
Company and upon the written agreement of the intended recipient to treat the same as confidential.
Company may request at any time that any of Company’s material be returned or destroyed.
Should Bidder choose not to respond to this RFP, please return all materials and any duplicates thereof at:
Title: RFP for “Call Centre Service "

Kind Attn: Shaikh Qutubuddin
Canara HSBC Oriental Bank of Commerce Life Insurance Company Ltd.
2nd Floor, Orchid Business Park,
Sector-48, Gurgaon
Haryana (INDIA) 122018
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2.10 Sub-Contracting
The services offered to be undertaken in response to this RFP shall be undertaken to be provided by the
Bidder directly employing their employees, and there shall not be any sub-contracting, franchisee, contract to
hire, and consultant etc. arrangement done by the Bidder. The deputed person should be only on bidder rolls.
2.11 Acceptance of Proposals

Company reserves the right to modify the terms of the RFP at any time at its sole discretion and the same will
be uploaded on the website http://www.canarahsbclife.com. The bidders have to remain updated about the
same from the website and Company will not be responsible for such information not being downloaded by
the bidder. Subsequent to the submission of proposals, interviews and negotiations may be conducted with
one or more Bidders, but there will be no obligation to receive further information, whether written or oral,
from any Bidder not to disclose the nature of any proposal received.
This RFP should not be construed as an agreement to purchase products or services. Company is not bound to
accept the lowest price or any proposal of those submitted. Proposals will be assessed in accordance with the
evaluation criteria.
a) The bidder is required to voluntarily disclose at the time of bidding if any of its sister concerns/group
companies/relatives are directly or indirectly participating in this RFP.
b) All quotes to be supported by Copy of Pan Card, Certificate of incorporation, GST registration detail and
address proof.
c) Company reserves the right to terminate the Agreement/ Contract in case Service Provider gets blacklisted
by any other organization/Department of Government of India or State Governments during the course of
supply of material or services, if Service Provider is convicted in a legal/tax evasion case or on account of any
other legal misconduct of the Service Provider, unsatisfactory past performance, corrupt or fraudulent
practices, any other unethical business practices.
d) The bidder shall disclose if any of the bidder(s) are sister concerns/group companies/associates/affiliate
entities or any of such entities employees/directors/shareholders are applying for this RFP/RFP process.
Further the Service Provider shall disclose if any of its sister concerns/group companies/associates/affiliate
entities or any of such entities employees/directors/shareholders are related to the Company and/or to its
employees/directors/shareholders.
e) Please submit the flowing document along with proposal.
Vendor Registration form. Duly filled Service Provider profile form along with the document mentioned above
in point no. b
The bidder is required to voluntarily disclose at the time of bidding if any of its sister concerns/group
companies/relatives are directly or indirectly participating in this RFP.
Duly filled Non-Disclosure Agreement to be printed on non judicial stamp paper of Rs 100/- and signed. Same
should be part of the response document.
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2.12 Evaluation and Selection

A committee will evaluate proposals against the mandatory criteria as detailed herein. Proposals meeting all
the mandatory criteria will then be assessed and scored against the evaluation criteria. Company’s decision
on evaluation shall be final and binding on all the bidders. Bidders who qualify the evaluation criteria will be
empanelled for services. Commercial bids will be asked from the qualifying bidders post technical evaluation.
Any deviations from the skill set / experience / prerequisites/ requirements and/or the terms and conditions
of the Tender Document shall be submitted explicitly along with convincing reasons in the format attached
(refer Clause 5.1). Company will not provide any justification in case it rejects the deviation and Company
reserves all rights to reject or accept any deviation.
In case the Bidder intends to notify any grievance or concerns pertaining to the fairness of the complete
process including but not limiting to bid submission or selection of Service Provider then the Bidder may send
an e-mail at whistleblower@canarahsbclife giving requisite details for seeking any clarification.
2.13 Liability for Errors

While Company has used considerable efforts to ensure an accurate representation of all the details as is
required for the proposed services, the information contained in this RFP is supplied only as a guideline for
Bidders. The information is not guaranteed or warranted accurate by Company, nor is it necessarily
comprehensive or exhaustive.. In the event Company finds that the objectives of the intended outsourcing is
better achieved by processes/procedures other than those mentioned in this document, Company shall have
the right irrespective of the fact whether it has already received proposals from intending bidders or not, to
effect such changes and enter into negotiations with one or more Bidders at its sole discretion for such
changed/modified processes.
2.14 Acceptance of Terms

All the terms and conditions of this RFP shall be deemed to be accepted by the Bidder and incorporated in its
proposal unless specifically notified otherwise.
2.15 Ownership of Proposals

All documentation, including proposals, submitted to Company will become the property of Company.
2.16 Use of Request for Proposal

This document or any portion thereof, is the property of Company and may not be used or copied for any
purpose other than the submission of the Bidder’s proposal.
2.16 RFP Schedule

 Company advertises RFP on its website 29-Jun-20
 All inquiries/clarifications regarding RFP 10-July-20
 Bidders’ deadline for submitting responses to RFP 20-July-20
 Company informs final selection to bidders TBD

Company informs final selection to bidders
Company informs final selection to bidders

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2.17 Delay in performance of the obligations by the Bidder

The short listed Bidder(s) must strictly adhere to the schedule, specified in the agreement to be executed
between the Company and the Bidder(s) for performance of the obligations arising out of the agreement and
any delay will enable Company to resort to any or both of the following:
i. Time and date stipulated for completion of work is the essence of the contract.
ii. If any part of the contract is not satisfactorily remedied within reasonable time, Company may
proceed to do the work at Bidder’s risk and expenses without prejudice to any other contractual
rights, which Company may have against Bidder in respect of any such non performance.
3.1 Proposal Preparation
This section defines the proposal preparation and submission procedures, which are to be followed by all
Bidders. Bidders are cautioned to carefully read and follow the procedures required by this RFP. Please note
that deviations may be cause for rejection of your proposal.
3.2 Proposal Format
As part of the Bid documents, the Bidder shall provide among other details, the following information and
shall also adhere to the instructions mentioned below:
a) Bidder’s name and address, Bidder’s telephone number, email address and a contact person.
b) One page letter of introduction identifying the Bidder and signed by the person or persons authorized to
sign and bind the Bidder to statements made in the proposal. The returned RFP will be referenced as an
attachment if/when a contractual agreement is executed. This document has to be uploaded and mapped
with this corresponding schedule.
c) Please follow the format of this RFP, placing answers in the text box immediately after sections requiring
responses. Please do not enter any information into any part of this document other than the boxes
provided. The boxes will expand to accommodate responses of any length.
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d) NO CHANGES TO THE LINES, FORMAT OR STRUCTURE OF ANY SPREADSHEETS IS PERMITTED. CHANGING

THE SPREADSHEETS IN ANY WAY, OTHER THAN INSERTING THE REQUIRED INFORMATION, SHALL BE
CONSIDERED CAUSE FOR YOUR COMPANY’S DISQUALIFICATION FROM FURTHER ANALYSIS AND
PARTICIPATION IN THE RFP PROCESS.
e) Any additional information, brochures, etc., can be provided at the discretion of the Bidder and should be
clearly labeled and uploaded.
f) Bidders are requested to submit the draft agreement copy along with the RFP response.
3.3 Notification of Changes

All recipients of this RFP will be notified of any changes if any made to this document prior to the due date of
submission of proposals.
3.4 Changes to Proposed Wording

The Bidder will not be permitted to change the wording of its proposal after submission to Company. No
words or comments will be added to the general conditions or detailed specifications unless requested by
Company for the purposes of clarification.
3.5 Bidder’s Expenses

Bidders are solely responsible for their own expenses in preparing and submitting a proposal to Company, if
any.
3.6 Completeness of Proposal

By submission of a proposal, the Bidder warrants that all components required to manage the program have
been identified in the proposal or will be provided by the Company at no charge.
3.7 Sub Contracting

The services offered to be undertaken in response to this RFP shall be undertaken to be provided by the
Bidder directly employing their employees, and there shall be no sub-contracting done by the Bidder.
4.1 Scope
Detailed scope shall be as per Annexure-I.
4.2 Business Continuity:
The Service provider shall mandatorily have a Business Continuity strategy in place.
The same will be taken into consideration as part of the Technical Evaluation.
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4.3 Information Security:

Information security requirements shall be put in place by the service provider to ensure protection of
confidential information of the Company and its policyholders from intentional / inadvertent disclosures to
the unauthorized persons.
The Service Provider shall provide details of their Information Security and the same will taken into
consideration as part of the Technical Evaluation.
The Service Provider shall be required to comply with information security directives/changes issued by
the Company from time to time.
4.4 Fraud:
The Service Provider shall provide details of their Anti-Fraud controls and the same will taken into
consideration as part of the Technical Evaluation.
4.5 Criteria
The purpose of this section is for Bidders to provide information to demonstrate to Company that its services
offering satisfy Company’s requirements.
The bidder should also demonstrate that it has the financial and organizational infrastructure to fulfil the
fundamental requirements set out in this RFP. Bidders not meeting them or not demonstrating that they do
meet them may not receive further consideration during the evaluation process.
4.6 Minimum Eligibility Criteria

Bidder is expected to provide response specifically to minimum eligibility criteria’s and support the same with
necessary documentation, wherever applicable.
i. Bidder should be a Company incorporated under the Companies Act. 1956. Please share the certificate.
ii. Do you have a valid Service Tax No & PF Establishment Code issued by the PF Commissioner and other
applicable licenses and certificates? If Yes, please share relevant supporting. --- Certifications.
iii. Do you have experience of working on a similar model with other life insurance companies? If yes, name
the companies which you have been working with.
iv. The Bidder must have a minimum net worth of INR 5 Crore, unless it is a scheduled commercial bank or a
post office. Please share necessary supporting.
v. In case any bidder fails to meet the Company’s Anti Money Laundering (AML) check, bid will automatically
stand rejected and no further evaluation will be carried out against the same.
vi. The Bidder should have a valid TRAI registration certificate/OSP License in place. Please share the copy of
the certificate/License.
vii. Bidder should have valid calling license for the callers.
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viii. The Bidding organizations must comply with the above mentioned criteria. Non compliance of any of the
criteria will entail summary rejection of the offer.
ix. Wherever applicable photocopies of relevant documents / certificates must be submitted as proof in
support of the claims made for each of the above mentioned criteria. Company reserves the right to verify
/ evaluate the claims made by the Bidding Organizations independently.
x. Company should have average turnover of 60 Crore +
xi. Number of seats – Minimum 2500 seats, multilingual capabilities.
xii. Total Experience or Years of existence – 10 + years.
xiii. Percentage business for BFSI – 5%.
xiv. Seat cost should not exceed 50,000/-
xv. Primary location should be in —Delhi/NCR.
xvi. Company should be profitable in the last 3 years.
The Bidding organizations must comply with the above mentioned criteria. Non compliance of any of the
criteria will entail summary rejection of the offer.
Wherever applicable photocopies of relevant documents / certificates must be submitted as proof in support
of the claims made for each of the above mentioned criteria. Company reserves the right to verify / evaluate
the claims made by the Bidding Organizations independently.
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4.7 Pricing Model
The prices have to be submitted in sealed envelopes as per the format given in Annexure III.
5.1 Intent
Please find attached the detail scope of activities proposed to be outsourced, as per Company’s current
understanding of the processes.
5.2 Deviation Sheet
Deviations from Technical Specifications and Terms and Conditions of the Tender
Sl RFP Document Clause Technical Deviation Reasons and whether
No Specification or Terms offered deviation adds to the
and Condition in the operational efficiency
RFP document in case of the systems
1
2
3
4
5
6
7
8
9
10
Note
Deviations from any of the terms and conditions of the tender document should be specified
If any deviations from the technical specifications are warranted, reasons for such variations should be
specified and if such deviations/ variations add to improvement of the overall performance of the systems,
those should be specifically mentioned and supported by relevant technical documentation as specified
above.
5.3 Compliance
If there is any deviation reported in managing IT Software & Hardware inventory, 100% software or hardware
cost would be charge from the monthly payment.
5.4 Contrac
t
The Contract / Agreement to be signed with the selected bidder(s) shall be as per the format of the Company.
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Annexure – I
Scope of Work
1. Service Provider will provide on its own for seating, hardware and other infrastructure support to its
resources for carrying out services.
2. Service Provider will designate single point of contact (SPOC) in the form of a project manager who will be
responsible for coordination with the Company.
3. Service provider should have the capabilities to do API integration.
4. API to be created and shared by the service provider as and when required for integration.
5. The agents to follow a standard script for tele-assistance provided by the Company.
6. TRAI registration certificate needs to be submitted by the Service Provider.
7. The Service Provider will maintain/preserve all the call recordings and submit these to the Company in
every 15 days.
8. Call disposition is to be recorded as per the type of dispositions mentioned by the user over the call.
9. Service Provider will send daily/bi-weekly/weekly/monthly reports with statistics as per the formats
agreed with the Company from time to time.
10. Non-contactable but prospective customers are to be scheduled for follow-up on regular basis. Scheduled
call backs are to be followed up indefinitely till the time the customer is contactable. Follow
ups/scheduled call back to be done stringently without fail during working hours.
11. Scheduled call backs where the customer becomes non contactable are to be followed up for three days.
Individuals who are non-contactable have to be tried at least three times on the same day, twice the next
day and twice the third day before closing the follow up.
12. The service provider to maintain a register having the records of all the employees hired for this process
including their training and assessment particulars.
13. Service provider should have all types of Dialer facility for calling.
14. Service Provider should have their own LMS and CRM systems to be used for this process.
15. Security testing of these systems and any additional system being used for the process to be done
periodically as per the company’s policy.
16. The enhancement and bug resolving of the LMS, Dialer and CRM to be done by the service provider as and
when required.
17. A login based dashboard should be created and shared with the company for accessing various
information like dispositions, caller productivity, non-contactable data, total data etc . This should be a
part of the LMS created for the company.
18. The Service Provider shall guide and assist the customers as per the guidance note shared by the
Company from time to time.
19. Performance review report to be shared on weekly basis.
20. The MIS reports of the daily performance and productivity of the callers to be shared by the service
provider on daily basis.
21. Feedback on the data generated and shared with service provider to be provided on daily basis by the
service provider.
22. Inputs to be shared by service provider from time to time to enhance the caller productivity.
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23. The service provider to have flexibility of live call barging and listening.
24. Service provider would be given 30 days’ notice to increase or decrease number of seats.
Special Requirements for Online Assistance:
1. Service provider will call those people who are visiting the website of the Company (or any other website
authorized by the Company), submitting their details and giving a consent to call them. This data is to be
made available to the Service Provider for call outs through the company portal.
2. Service Provider will be responsible for contacting, assisting and addressing any concerns or queries of the
customer relating to the filling up of the application form for purchase of online products of the Company.
3. Service Provider shall attempt to contact 90% of all users who showed interest and shared their details
within the first 2 minutes of submitting their details.
4. The service provider should ensure proposal form filling and submission.
5. The service provider should also assist the customers to submit the documents on the online portal.
6. The Service provider shall ensure that due provisions for work from home are in place for re-sources
without any loss of productivity in scenarios where the work force is unable to reach the respective work
location.
T&C:
1. In case of Data Leakage at service provider’s end penalty will be Rs 25% of the billing on that particular
month.
2. The Service Provider shall not solicit and/or sell insurance policies for the Company.
3. Service provider to call only the users who have shown interest and given consent to be called. Any call
made to anyone without the consent will be the service provider responsibility.
4. The services and process to be as per the SOP document which is being prepared by both the parties and
to be agreed upon.
5. Service Provider to provide services as per agreed Measures of Success.
6. The measure of success can be changed anytime during the agreement period basis mutual consent of the
Parties.
7. The call center to be operational on 7 days of the week from 9AM – 9PM except for national holidays and
festivals. In case there is a requirement of an off, should be notified to the company on prior basis.
8. We will need 24/7 Inbound services to be activated at the premise.
9. Would need support on 24/7 chat services.
10. All activities, barring the billing & collection activities to be carried out at bidder premises and the billing
and collection activities at company premises.
11. All the transactions have to be processed on the Company's systems through a secure interface.
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12. The company is open to exploring the use of service provider’s systems wherever needed.
a) There needs to be a provision for setting up a separate HNI (high net worth individuals with an
investible bank balance of Rs. 2 Cr. as per present financial assessment in India) line of business. The
overall HNI business %age would stand at 40% of the total volume.
b) For the separate HNI line of business, require specialized skill set capable of providing differential HNI
experience.
c) There needs to be a provision for implementing the channel specific strategies as and when decision by
the management.
Resource eligibility/qualification criteria:
1. 60% experienced graduates from Insurance background having expertise in reading/ writing/ speaking
both Hindi and English.
2. All agents must be comfortable on computer with good typing speed.
3. Minimum 2 years Life Insurance experience along with soft skills and communication skills.
4. We will need agents to be hired basis below Grid.
Categories A B C
Remarketing leads & regular SEM term and SEM brand Special campaigns and Organic
Data campaigns leads leads
Remarketing Leads & regular campaigns: Leads which are generated through SEM Competition face book
campaigns, redirection campaigns, remarketing campaigns, SMS and various email campaigns.
SEM term & Brand leads: These leads are special campaigns and need to deal with utmost care. We expect 30%
of our over business to come through this channel
Special campaigns & Organic leads: Customers that shows interest directly on our websites, various corporate
campaigns, and employee reference campaigns. We expect 70% of the business coming from this campaign with
better ticket size.
Supervisory staff requirement:
Service provider should ensure that proposal costs are inclusive of below proposed supervisory staff and none of
these positions are vacant for a period of more than 30 days at a stretch.
S.No Supervisory staff Ratio

1 Team Leader 1:15
2 Quality Analyst 1:20
3 Training 1:20
4 Process Manager 2:90
Page 16
There needs to be a capability for designing and providing ad-hoc customized reports with a very short turn-
around time (T+1 days where T is the date of request).
Service provider to ensure that the processes are reviewed every 6 months and improvement opportunities
identified and implemented.
Governance:
i. Service provider to arrange for monthly business reviews with the company for regular SLA monitoring
and driving efficiency and productivity
ii. Service provider to also monitor/track benchmark with piers and competitors
iii. Productivity.
iv. Attrition.
v. Process specific quality scores.
vi. Vintage of resources.
vii. Training & assessment scores.
viii. NPS (Net Promoter Score) will be included in SLA at process level besides TAT and accuracy level.
ix. SLAs.
Service provider to ensure dedicated seats are available for company staff in its premises at all times.
P.S: The above guidelines are applicable to all processes and functions.
New Business Support:
Volumes: Forecasted Volumes
Expected volume of New Business policies in year 1 15,000 NOP

(approx.)
Please Note: Growth rate for future can be taken at 30% year on year but there shall be no minimum volume
commitment.
Scope of Services:
a. MIS & Dashboard to be prepared (reconciliation, TAT , Productivity, Accuracy, Process) –> (TAT - Hourly
basis).
b. Training and Update -> (TAT - Refresher training every quarter accompanied by mandatory assessment
score of 90 %.)
c. Quality check and process re-engineering -> (TAT - Ongoing).
Mandatory and Adhoc activities:

Page 17
i. Service Provider has to deploy new T&C without any delay in case of changes.
ii. Service Provider will implement the required changes (regulatory or non-regulatory) in the documents
said by the Company on immediate basis.
iii. T&C would be available with service provider in advance and company will provide fresh T&C time to
time.
Billing:
i. Supporting billing soft data would be shared by service vendor on 2nd day of every month for verification.
ii. Post receiving confirmation from company, bills would be submitted by service provider within 3 days.
iii. Supporting Acknowledgement in hard copies would be affixed with each bill.
MIS Activities:
Types of MIS to be provided by service provider to Company as per frequency and timelines communicated to the
service provider.
Service Provider will share various MIS with Company as per frequency decided and provide real time
productivity, transaction quality monitoring dashboards for management use. Further, the NPS score target for
the Company shall be applicable to the vendor and part of the SLA.
MIS would be circulated by service provider along with the status of the case and the in transit remarks on daily
basis.
Query management:
The service provider would be required to:
a) Attend queries and provide relevant information about the new business logged including status
sharing, PFR related and queue movement related
b) The service provider shall work on ASPECT (call centre solution) for the purpose of making, receiving,
recording and indexing the calls.
Penalty on breach of SLA (applicable to all transactions/processes/ activities)
1. Service provider shall attempt to contact 90% of all users on Lead Management System within the first
2 minutes of submitting their details.
2. Overall completion rate is to be maintained at minimum 90% of the total cases received by the service
provider. i.e. the service provider will have to ensure that they get at least 90% of completion done
from the entire cases that they receive.
3. Completion is defined as completion of application filling process up to proposal form submission.
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4. Post the form is submitted the service provider to ensure completion of all the documents for the
forms submitted on the basis of requirements raised.
5. The target shall be notified by the Company on start of the Agreement through e-mail. Rewards and
penalty to be mutually decided at the time of agreement. This will be agreed upon over mail. Below
given are tentative rewards and penalty.
6. Penalty to be levied on breach of SLA (TAT and accuracy) for all transactions on the total billing
amount of the particular transactions.
7. Accuracy Penalty -In case of breach of SLA of both TAT and accuracy, penalty to be levied basis the SLA
in which the %age of breach is higher.
8. In case of SLA breach for consecutive 3 months, an additional penalty of 2% to be levied on the total
billing amount of the transaction in which breach has occurred
9. In case of SLA being met (both TAT and accuracy) consecutively for 3 months, a reward of 2% to be
passed back to the service provider on the total billing amount of the transaction in which the SLA is
being met.
10. In case of breach of TAT leading to a subsequent regulatory impact and payment of penal interest, an
additional penalty of 10% to be levied on the total billing amount of the transaction
11. Indemnification to be done for financial loss arising due to incorrect processing. Value of
indemnification to be proposed by the bidder.
12. Penalty on breach of SLA to be levied as per below table:
Target
achieved Rewards Penalty
More than
G1 100% 10% of the billing NA
5% of the over
G2 95% to 100% billing NA
G3 90% to 95% NA NA
less 5% of the
G4 85% to 90% NA billing
less 10% of the
G5 Less than 85% NA billing
Data
leakage 25% of the billing to be deducted
*Includes both accuracy and TAT
The SLA will be reviewed from time to time and basis the review, the SLA may undergo change. Any such change
to the SLA shall be communicated by the Company through email/letter which shall be considered part of this
Agreement and shall be binding on the Parties.
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Technical Evaluation Criteria’s
Organization profile & Structure
1. Background and key achievements.

2. Ownership structure &, list of directors shareholding pattern.
3. Business profile & service offered with specific emphasis on Insurance related services.
4. Copies of licenses/approvals from various authorities entitling the Service provider to conduct the
outsourced activity.
5. Presence - details of locations proposed.
6. Audited balance sheets for the last three financial years.
7. Information required if blacklisted by Central / State Governments or PSUs and in the currency of any
punitive measures against itself on the date of opening the tender.
8. Customer details – Name, DOB, Father Name, Mobile No., Alternate No., E-mail id, Qualification,
Occupation, Annual Income.
9. Service capability.
10. Certification details.
11. Manpower details.--Name, DOB, Father Name, Mobile No., E-mail ID, Qualification , 60% manpower to be
graduates and having experience in Insurance.
12. Number of break down in services --24 hrs maximum with the availability of backup facility, reported
during the last 3 years.
13. Ability to increase the seats/Manpower with all above defined control points to cater the business volume
on one month advance notice. (I.e. 100% increase in seating space for JFM period), evaluation of capacity
to meet fluctuations in demand / flexibility. Emphasis on proposed strategy to handle year end volumes.
14. Examples of major achievements while servicing to Insurance Clients.
15. Proposed strategy to handle ramp up and ramp down during volume spikes especially for year end.
Implementation approach - Transition

1. Structured approach for resources/systems/team for transition.
2. Transition process (followed with other insurance companies).
3. Timeline for transition.
Internal controls and governance

1. Structure of internal / concurrent audit / control teams, internal control framework like RCA and other
such activities. Qualification of staff and methodologies used and frequency of such activities/reviews.
2. Any legal or regulatory actions resulted for any material breaches caused by negligence, fraud or
information security, process control failures that have significantly impacted any of clients in the last 3
years and remediation actions taken place to avoid repetition of the same.
People, training & development

1. Exhibit hiring process and attrition rate.
2. Ongoing training methodology adopted to keep the team apprised of changes and for skill development.
3. Performance review methodology followed for employees.
4. Any incentive program/reward and recognition for employees.
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Team structure and delivery
1. SLA monitoring Performance review and escalation procedures.

2. Strong and reliable team structure with option of scalability
3. Periodic client reporting mechanism referencing SLA’s / KPI’s, indicating your actual achievements against
the committed performance targets, instances of slippages, reasons etc.
Security & fraud Risk
The Service Provider shall ensure following controls from a Security & Fraud perspective are complied with all
times. In case the engagement involves a sub contracted vendor the control requirements shall continue to apply
on the sub contracted entity and shall be documented in its contract with the sub contracted entity.
a) Business Continuity
1. The Service provider shall ensure that it has two sites in different geographies which shall provide active-
active/active-passive recovery for the Company process (final decision to be taken later). One vendor will
provide active/passive site during breakdown. In case of active-passive recovery, service provider to
ensure availability of requisite staff & systems at the alternate site viz. 50% recovery within 48 hours at all
times. Please confirm by when 100% can be restored.
2. Both sites shall be independent of each other with different data centers and can operate in case the
other site is not available/ primary data centre is not available. All applications provided by the vendor
should have a DR infrastructure in place.
3. The service provider shall ensure that all IS controls implemented at primary site are also operational at
the alternate site.
4. The service provider shall ensure adequate redundancies in its infrastructure (IT and utilities) at its
primary and BCP site of operations to ensure 24/7 working of processes.
5. The service provider shall ensure that work from home facility is available to the staff without any loss of
productivity in case of a circumstance arising due to government directive, natural calamities, security
issues or any other such circumstances, due to which the staff is unable to reach the primary or secondary
location premises. The service has to ensure that all the required security controls including call recording
are available for 100% work force during work from home.
b) Information Security
1. Information security requirements shall be put in place by the service provider to ensure protection of
confidential information of the Company and its policyholders from intentional / inadvertent disclosures
to the unauthorized persons.
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2. Service provider to provide area with necessary access control provision for staff working on the
Company's processes. The service provider shall follow a controlled stationary for staff working within the
said area. Camera phones and other removable media and recording devices shall be restricted.
3. CCTV's must be installed at critical areas like entry, exit and places where company's information is
processed/ stored are stored. Recording of the same should be retained for at least 30 days.
4. The premises of the service provider should be guarded 24/7.
5. The service provider shall ensure that all its applications provided are free from any known vulnerabilities.
Periodic (Prior to go live and then at least annually or as and when significant changes occur) Vulnerability
assessment & Security testing of all applications & infrastructure components provided by Service
Provider to be managed directly by the vendor. All vulnerabilities to be closed within 3 months of
identification (High-1 Month, Medium-2 month, Low-3 month.
6. All in-house applications utilized by the vendor for company processes has to undergo vulnerability
assessment, PT (if public facing) & application security testing at least annually or when significant
changes occur.
7. Monthly Patch management of systems & software provided by service provided to be managed directly
by the vendor.
8. Hardening of endpoints (USB/CD, unwanted ports & services) and deployment of AV solution on all end
points.
9. Firewall, IPS & proxy filtering solution to restrict internet. Service provider's staff working on Company's
processes shall be on separate VLAN. Additionally there shall be appropriate logical segmentation of
network.
10. Appropriate access control & logical segregation provided by services provider on its application.
11. The Company reserves the right to audit the process, premises and manpower at any point of time
without any prior notice.
12. The service provider shall ensure a Mobile device management solution is in place in case there are
applications made available on their mobile. / tablets.
13. The service provider shall ensure that its application & infrastructure components provided are
compatible in the Citrix environment proposed to be used.
14. Access to internet should be filtered to service provider staff working on Company's information.
15. Any information security breach/ business interruption incident or instance of fraud shall be reported to
designate company staff within 2 hours of the incident occurring time.
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16. The vendor shall ensure that the Company is proactively notified of any changes (on boarding, off-
boarding & transfer). Physical and logical access rights shall be revoked for the employees on last working
day. Further appropriate access control including segregation of duty shall be implemented on systems
provided by it.
17. All desktops/ PCs/ Laptops assigned to service provider's staff working on Company's data/ process should
adhere to following requirements:
i. USB/ CD/ external memory card write access and local admin rights should be disabled.
ii. Printer & scanner access rights should be restricted for all staff of Service provider.
iii. Access to Wi-Fi and Bluetooth should be disabled.
iv. In case of laptops, full hard disc encryption shall be enforced and remote proxy filtering solution
implemented.
18. Password Policy shall be implemented on all workstations/laptops/ application used for Company's
processes and shall enforce a password history of last 5 passwords wherein the maximum password age
of 30 days and minimum password age of 0 days, further the password length should be of 8 characters
and the chosen password must meet complexity requirements (i.e. alpha- numeric, special character). The
user accounts shall be locked after 5 invalid logon attempts.
19. The service provider shall have a change management process in place and shall intimate the company
prior to any change associated with the company.
20. The service provider shall ensure that outbound e-mail access is restricted for its staff. Wherever access is
needed owing to business requirements, domain level filtering to be in place to permit sending e-mail to
white listed sites only. In such cases the permitted e-mail size to be restricted to 2 MB and e-mail DLP
(data leakage prevention) solution to be in place.
21. The service provider shall not retain company/customer data beyond 7 days on service provider’s
endpoints.
22. Camera phones shall not be permitted inside the processing floor for staff having access to company’s
data.
c) Fraud:
1. Service provider to ensure adequate background verification, credit checks & criminal check for their staff
working for Company's processes.
2. Periodic training on signature verification activity for staff working on Company's processes.
3. The service provider shall indemnify Company against acts of fraud/ financial loss sustained by the
Company owing to action/ lapses attributable to their staff.
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4. The service provider shall be required to use the Insurance fraud repository solution for reference
purpose before processing cases.
5. All high risk transactions shall need to be supported and demonstrated by maker checker controls and
incase the bidder sees conflicting transactions being processed by the user, then the service provider shall
flag those up for discussion with the Company.
d) Application Access, Support and connectivity plan:
1. Network connectivity & equipment between the Company & the Service provider's site will be monitored
by the Company. Service Provider to connect to Company network using point to point or Internet
connectivity. Point to point bandwidth to be provisioned and planned by bidder as per proposed
requirement and requirement deployment preferably from Tata and Airtel network service providers.
2. The Company will extend only required applications (basis Company’s internal approvals) with relevant
access to the Service provider location.
3. Service provider to provide and manage the IT support on applications at Service provider's end.
4. The Company will extend basic application support and training to the Service provider IT Engineers
during initial transition. If incase tomorrow Company decide to use any of their IT services to continue
business then the service provider will come to Company Head office for training.
5. Service provider's IT team to visit the Company Head Office and connect with the Company IT team for
knowledge transfer. If incase tomorrow Company decide to use any of their IT services to continue
business then the service provider will come to Company Head office for training.
6. All IT issues should be raised to the Company by Service provider IT teams.
7. Service provider should connect company HO, DR location at Hyderabad and Service provider locations
(Bidder's primary and DR site).
Infra & Support Requirements
1. Required Network and desktop technical engineer support as per defined working hours. The
Bidder should provide LAN, WAN, End user desktop and application support.
2. The Bidder to submit the escalation matrix followed for reported IT problem.
3. The Bidder should provide response in 30 Min and resolution in 5Hrs for reported issues.
4. The Bidder to share technical support team ratio v/s total no of users.
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5. Company's SFTP to be used for information exchange.
6. Sub contracting not permitted. --mostly bidders have their own IT infra to avoid any data security
issues.
7. Requirement of a segregated access controlled area.
8. Service provider shall use its own applications viz. Dialer, CRM & LMS.
9. Background verification checks required for staff working on Company's process.
Criteria
The purpose of this section is for Bidders to provide information to demonstrate to Company that its services
offering satisfy Company’s requirements.
The bidder should also demonstrate that it has the financial and organizational infrastructure to fulfill the
fundamental requirements set out in this RFP. Bidders not meeting them or not demonstrating that they do meet
them may not receive further consideration during the evaluation process.
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Annexure – II ( Technical Bid )
Please submit related documents to support the remark. Total Point on Technical evaluation to be calculated
considering documentary evidence only.
S.No. Evaluation Criteria Thresholds Remarks
A Process, SLA & KPI Management
Does the Service provider have

capability to handle atleast 6
Multilingual Capability-Mixture of
regional languages other than
regional languages-Hindi/English, Yes/No and
Hindi/ English i.e Kannad, Punjabi,
1 Kannad, Punjabi, Bengali, Tamil, number/type of
Bengali, ,Tamil, Telugu, &
Telugu,Malayalam, Gujrati, Marathi languages
Malayalam ( languages also
& Assamese
preferred are Gujrati, Marathi,
Odia,)
Does the Service provider exhibit

Previous experience of handling capability to deliver SLA’s for all Will be evaluated from
Life Insurance Outbound sales call Sales processes including details of processes
2
centre and Inbound business Inbound/Outbound/Business /servicing models
communication activities communication/other services? provided.
(Yes/No).

capability to deliver SLA’s for all Will be evaluated from
Previous experience of handling
fresh business including form details of processes
3 outbound sales insurance
filling, collecting all documents /servicing models
processes for life Insurance
and getting the KYC completed? provided.
(Yes/No)
Does the Service provider have Will be evaluated from

Form filling and close all
experience in closing all details of processes
5 requirements of issuance in life
requirements from login to /servicing models
insurance
issuance (Y/N) provided.
With how many domestic

Kindly provide no of
companies, the service provider
6 Location and Seats seats with domestic life
has more than 300 seats
Insurance companies
currently?
Page 26
Does the service provider provides

services at the preferred locations
in the following:
7 Primary Location 1) Delhi / NCR Yes/No
2) Adjoining North
Region/alternate location
3) South/West
Does the Service provider have its
own CRM , LMS ,IVR , dialer and
Service provider CRM ,LMS and
8 can the Same be Yes/No
Dialer
extended/integrated to Client
based on need ?
Is there a process and Experience Support with necessary

Process for focus on Non
9 for handling non contactable process/
Contactability Resolution
customers (Y/N) documentation
Does the service provider have its

own elaborate call center Support with necessary
10 IVR technology solution (with IVR) process/
and can it be integrated with documentation
company systems ? (Yes/No)
Number of projects done by the Support with necessary
11 Project by Vendor vendor to improve renewal process/
collections in LI documentation
Is there a process and experience
for handling abandoned calls at
IVR ,Outbound customers calling Support with necessary
12 Outbound Process mentioned in RFP, Can the Same process/
be extended to Client based on documentation
need. Also is call schedule
management part of IVR (Yes/No)

capability to measure and deliver
CTQs like : Service level ,
abandoned rate ,average call Support with necessary
13 SLA's handle time, hold time, first call process/
resolution , up/cross sell rates, documentation
quality parameters and post-call
customer satisfaction, training
etc.? (Yes/No)
Page 27
Is there a Management Escalation

14 Review Mechanism Matrix in place? Does it have a
client review mechanism ? (Y/N)
Comprehensive MI/Dashboards systems, daily reporting mechanism. .
B
Please specify if report/dashboard can be provided online
Kindly provide details
of MIS tool used and
report/data extraction
and if access to
Company (admin
access) can ve
Does Service provider exhibit the provided. Ideally a
capability to provide reports as portal/website that
1 MIS Tools mentioned in SLA and capability should have defined
handle ad-hoc report dashboards and data
requirements (Yes/No) extraction capabilities.
Flexibility of tool will
also be evaluated.
Please indicate the lead
time between our
request and your
output
Does Service provider exhibit
capability for analytics capabilities Support with necessary
in terms of reporting (resource process/
Reporting & predictive analytics
2 analysis/AHT etc) and predictive documentation/Sample
capabilities
(prioritization of calling efforts, Case Study and
method of communication) examples
(Yes/No)
capability for operating Dialer Support with necessary
strategy and associated process/
Reporting & predictive analytics
3 assignment strategy. E,g HNI cases documentation/Sample
capabilities
to be assigned to specific Case Study and
resource. Due base segment base examples
allocation (Yes/No)
Support with necessary
Does Service provider has the
process/
Dialer strategy & base assignment capability to share reports on
4 documentation/Sample
strategy daily/weekly/month/on demand.
Case Study and
(Yes/No)
examples
C Quality control & Training framework
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Kindly confirm the

Do the trainers have formal
number of days per
1 Training requirements training background/certified
year for training per
trainers? (Yes/No)
employee
Kindly provide details
What is the average tenure for of average tenure of
2 satisfactory average tenure for
agent/supervisor ? resources and
resources/supervisor? (Yes/No)
supervisors
Does the TNA (traning need
analysis) cover 100% of Kindly provide
3 TNA Process
employees within a year of confirmation
joining? (Yes/No)
Kindly provide
Retention Rebuttals specific capability to provideretention
4 confirmation and
Trainings rebuttal training for Life Insurance
details if any
process? (Yes/No)
Does the Service provider has the

capability to provide online
Kindly provide
training modules, online
5 Learning Modules confirmation and
assessments and physical facilities
details if any
for training resources- traning
centers and equipments (Yes/No)
Does the Service provider

Kindly provide
practices knowledge sharing
6 Knowledge Sharing confirmation and
processes such as Quizes, contests
details if any
etc. (Yes/No)
Does the Service provider have Kindly provide
7 Management training management training programs confirmation and
for supervisors (Y/N) details if any
Does The Performance Appraisal
cover all employees? (Y/N) & Is Kindly provide
8 People the performance appraisal linked confirmation and
to their scorecards/business details if any
objectives?(Y/N)
Kindly provide
Does the Service provider have an
9 Development confirmation and
Employee Engagement Program
details if any
robust supervisory monitoring and Kindly provide
10 Process control control framework/tools to confirmation and
ensure process deliveries? details if any
(Yes/No)
Page 29
Does the Quality control process

have any penalties in case
performance is below expected
service levels ? Is there a Current
Is there a Robst Quality monitoring
Process of monitoring Fatal / Proof of such process
11 process? SOP & Customer
Compliance Audits and its available
Feedback
feedbacks?Does it have SOP's
covering the Quality assurance,
control ,monitoring & enhancing
process? (Y/N)
Is there a process to Capture
Customer Feedback & Satisfaction Proof of such process
12 CSAT
with a post feedback resolution available
mechanisum(Y/N)
D Team Structure, performance management & Hiring Process
Please share the
strategy Please confirm
Does the Service provider have a with document proof
1 Rebadging Process
robust rebadging process and plan of minimum 2
for smooth employee transition. companies rebadging
(Yes/No) process
screening tests ( written/verbal) at
Kindly provide
hiring stage ? (Y/N). Does the
2 Hiring process confirmation and
service provider have expertise to
details if any
hire agents on different salary
level
Does the Services provider has Kindly provide attrition
3 Attrition rate
satisfactory attrition rate? rate and details if any
Does the Service provider agree to
to have periodic/adhoc
process/performance reviews
4 Performance Review Kindly confirm
with the Company which could be
Monthly/Quarterly/Annually?
(Yes/No)
Kindly provide
confirmation and share
Is there a well defined
the brief of
5 Performance plan Performance Improvement Plan
performance policy
for low performers ? (Y/N)
being followed for low
performers.
Page 30
Does the Service provider have a

criteria /program for rewarding
6 R&R high performance & if high Kindly provide
performance linked to Incentive confirmation and
payouts & retention? (Yes/No) details if any
What is the supervisor to resource Provide ratios for floor
What is the supervisor to agent
7 ratio for process , Training & supervisor, quality
ratio?
quality ? supervisor and trainer
Process of maintaining bench
8 Resource efficency Strength and highlighting Kindly provide
deviation in head count numbers confirmation and
(Y/N) details if any
Service window , resource availability & Internal controls and
E
governance
Does the Service provider provide
setup for all days work Kindly provide
1 Service Window
environment & process support? confirmation and
(Yes/No) details if any
Is the Service provider willing to
align holidays to Company Kindly provide
2 Holidays
holidays for the processing staff? confirmation and
(Yes/No) details if any
Does the service provider ensure
that a DR setup exists for all its Kindly provide
3 DR Site availablity
applications used by the confirmation and
company? (Yes/No) details if any
Does the service provider provide
Skip tracing/data scrubbing/tracing Skip tracing/data Kindly provide
4
customers scrubbing/tracing customers on confirmation and
social network sites? (Yes/No) details if any
If yes, please provide
Did the service provider had any the details and please
material breaches caused by confirm whether any
negligence, fraud or information legal or regulatory
5 Audit Controls security, process control failures actions resulted. Please
that have significantly impacted provide details of
any of their clients in the last 3 remediation actions
years? (Yes/No) taken place to avoid
repetition of the same
Page 31
Kindly provide
Does the service provider have
confirmation and
the structure of internal /
details like
6 Compliance concurrent audit / control teams,
methodologies used
internal control frameworks for
and frequency of such
governance and control? (Yes/No)
activities/reviews
G Site Visit
Is Service provider is professional
1 in its approach towards the
CHOICe visiting team
Did the Service provider present
2 accodales and reference letters of
all the clients he has received
Did the Service provider have best
3 in class infrastructure to facilitate
calling
Is the Service provider ready to
4 provide a separate enclosure for
the calling process
Is communication skills of the
5 supervisory staff on the floor is
satisfactory
How qucik can the Service
6
Site Visit provider ram up the process
current insuance trained staff
7
which would be given for CHOICe
process
8 separate dialler analytics and
management team
Does the Service provider already
9 have vacant staff in Delhi NCR for
the process
Is the service provider
10 demonstrate rebadging process
towards CHOICe vsiting team
Does the service provider manage
11 end to end Life insurance for any
industry player
Page 32
Is the Service provider already

12 running a life insunace process
from Delhi/NCR
H Initial Bidding Presentation
Did Service provider presented
Usage of AV to show
details of process that is followed
1 cause the capabilities
with current clients ( Insurance
of the Call centre
clients end to end)
Does Service provider presented
best practices including customer
service level/delivery standards
and delivery mechanism,
customer engagement
2
models/strategy ,comprehensive
retention strategy and
corresponding action plan to meet
targets and online sales assistance
model/strategy.
3 accolades and reference letters of
all the clients
Pitch Presentation their Analytical capabilities and
4 details of various reporting
systems/MI /Analytical Abilities
basis
Did Service provider came out
5 with number of projected seats
with justification.
Does Service provider defined the
6
time period for ramp up plan
Does Bidder presented various
approach used towards 13th
7
Month, 61st month and surrender
retention
8 the Transition & rebadging Plan
from the LOI date
Did the service provider present
9 an elaborate solution supported
by relevant case studies
Page 33
Did the service provider present

details of any improvement
10 projects intiated to enhance
customer experiece / retention
and quantifies the same as well
I Security & fraud risk
IS requirement The service Provider should have
an Information Security
Management System (ISMS)
certified against the ISO 27001 ISO 27001 certificate
1
standard requirements which shall including scope
include the data centre and
locations from where Company's
operations are carried
CCTV's must be installed at critical
areas like entry, exit and places
where company's information is Count of CCTV's
2
processed/ stored are stored. cameras installed
Recording of the same should be
retained for at least 30 days
The premises of the service Number of guards
3
provider should be guarded 24/7 present in each shift
Any information security breach/
business interruption incident or
instance of fraud shall be reported To be answered in yes/
4
to designate company staff within No
2 hours of the incident occurring
time.
The company or other regulatory

bodies that govern the company
reserves the right to audit
(surprise as well as planned)
operational processes and
information security controls To be answered in yes/
5
implemented at the Service No
provider to ensure compliance
with Service Providers information
security policy and controls and
other controls as mandated as a
part of this agreement
Page 34
Physical and logical access rights

To be answered in yes/
6 should be revoked for the
No
employees on last working day
The service provider shall ensure
that periodic VA/PT exercise is
conducted for its network and
applicable inscope Information
Systems used for the purpose of
this engagement. All the Last Network VA/PT
7
vulnerabilities emanating from the test report (PR & DR )
above mentioned exercise shall be
addressed within 3 months of
identification ( 1 Month-High risk,
2 Months- Medium risk, 3
Months- Low risk)
Service provider should have a
Patch management process in
8 Frequency of patching
place and patching should be
done on periodic intervals
AV solution should be installed on
Frequency of updation
9 all endpoint devices and signature
of signature database
database should be updated daily
Outbound email should be
permitted to white listed domain
as agreed with the company and
Control in place to
attachment size shall be restricted
restrict attachment size
10 to 2MB for all service provider
and domain white
staff having access to company's
listing
information .Data communication
between the service provider and
company should be encrypted
Access to internet should be
filtered to service provider staff Controls in place to
11
working on company's filter web traffic
information
Page 35
Following password policy should

be enforced on all desktops/ PC's:
- Password history - 5
- Maximum password age - 30
days
Mark the deviation if
- Minimum password age - 0 days
12 any from the
- Password length - 8 characters
requirement stated
and containing at least one alpha
numeric and one special character
- Lockout duration - 9999 mins
- Lockout after 5 invalid logon
attempts
Remote access on systems/

endpoints containing company
No. Share the BYOD
13 information should be disabled or
solution details if
should be controlled using BYOD
applicable
solutions
The service provider shall be To be answered in yes/
required to deploy a VLAN for No. Share the
14
staff working on Company's proposed plan for the
process same
The service provider shall be To be answered in yes/
required to deploy an internal No. Share the
15 firewall to Whitelist and filter proposed plan for the
traffic emanating from Company's same
VLAN
All desktops/ PCs/ Laptops
assigned to service provider's staff
working on company's data/
process should adhere to
following requirements:
- USB/ CD/ external memory card No. Share end user
16 write access and local admin hardening document &
rights should be disabled solution basis which
- Printer & scanner access rights the same is achieved
should be restricted for all users
- Access to wifi and Bluetooth
should be disabled
- Unwanted port & services
restricted
Page 36
Camera phones shall not be

permitted inside processing floor To be answered in yes/
17
for staff having access to the No
Company’s data
The service provider must follow
controlled stationery concept for
the Company defined work
whereby the vendor staff working
on the Company work shall be
given controlled stationery for To be answered in yes/
18
working on Company’s data (if No
required) and the same stationery
must not be allowed to be taken
outside the vendor premises. The
service provider's staff shall not
have access to printer/ scanner
The service provider shall ensure

that it has a segregated access To be answered in yes/
19
controlled area for staff working No
on CHOICe process
The service provider shall
indemnify the Company against To be answered in yes/
1
any acts of fraud committed by its No
staff/ vendor staff
Requirements pertaining to Fraud The service provider shall ensure

risk background verification , criminal
& Cibil checks are conducted for To be answered in yes/
2 all its staff as well as those No
belonging to any subcontracted
partner working on Company's
processes
Page 37
Service Provider should have

mirror sites for business
processing at different
geographical locations and at least
one site in low seismic zone .
Share the network
These sites shall be operated in an
architecture diagram
1 active-active mode (split to be
with security
agreed) wherein balance critical
infrastructure captured
staff shall be moved to secondary
site within 24 hours. Incase of
complete shutdown of sites
service provider should have work
from home option available
Information Security posture at Share the network

both the sites should be in line architecture diagram
2
with company's information with security
Requirements pertaining to BCP security requirements infrastructure captured
Both sites should be independent
of each other with different data Share the network
centers and can operate in case architecture diagram
3
the other site is not available/ with security
primary data centre is not infrastructure captured
available
The above controls shall also
apply to any sub contracted entity To be answered in yes/
4
which the vendor might empanel No
to provide services to CHOICe
The service providers shall ensure
that periodic (at least semi
annually) internal audits are To be answered in yes/
5
conducted by the vendor for all its No
sub contracted entities and
reports shared with the Company
J Financial Perspective
Details of shareholding for capital Share the shareholding
1 Shareholding pattern and vintage
and technical support pattern
Please provide Line of Business & Please provide
2 Line of Business
Diversified business model Segment wise revenue
Provide Copy of
3 Revenue growth vs. Previous Year Details of Year on Year revenue
Annual report
Page 38
Gross Profit ratio Profitable

Please provide Gross Profit ratio Provide Copy of
4 business will sustain for longer
Details Annual report
period
Please provide Net worth of the Provide Copy of

5 Net worth. Return on capital
bidder Annual report
Financial ratios( such as NP ratio, Please provide Details of Financial Provide Copy of
6
Current ratio etc.) Ratios Annual report
Operating cycle (.Avg inventory

plus Avg debtor over gross revenue Please provide details of Provide Copy of
7
less Avg Creditor over gross Operating Cycle Annual report
revenue)
K Information and Technology

IT infrastructure design and
architecture to support CHOICE Please support with
1 requirement,state any documents wherever
assumptions made in planned required
connectivity approach explicitly
Data communication between the Please support with
2 service provider and CHOICE is documents wherever
encrypted required
Capability to manage the IT Please support with
3 support on applications at Service documents wherever
provider end required
IT Knowledge transfer approach to Please support with
4 their IT team sustainable for long documents wherever
term required
Please support with
Anti-Virus solution deployed and
5 documents wherever
updated on endpoint devices
required
Please support with
Capable to control access to
internet as filtered
required
Please support with
Systems/ endpoints will be
accessible from mobile devices.
required
Page 39
Share IT Support SLAs for Please support with

8 resolution of IT related documents wherever
incidents/requests. required
Share planned configuration of
Please support with
workstations/desktops (Processor
type, OS, other softwares) for
required
service provider team
How often do you carry out stress
testing of your systems to ensure
10
the ability to process large
volumes at acceptable speeds?
11 Comply to Firewall Requirements
Comply to Server and Software
12
needs to provisioned by Partner
Comply to Desktop , Desktop’s Please support with
13 software and Hardening documents wherever
requirements required
Page 40
Annexure – III (Commercial Bid ) Should be printed on letter head with sign & stamp
RFP : Call Centre Service
Company Name :
Contact Person :
Email ID :
Contact No :
Category DESCRIPTION Unit Rate/FTE

A Remarketing leads & regular campaigns
B SEM term and SEM brand leads
C Special campaigns and Organic leads
Total Cost/month = No. of FTE* x Unit Rate

*Min no of login hours has to be 208 ( 8hr Perday for 26 days ) /caller/month.
No. of FTE to be determined by the below mentioned formula:
*FTE= total number of actual login hours/ 208

The Company may increase or decrease the numbers of required hours for the Services basis mutual agreement.
In case of any such change the number shall be notified to the Service Provider through email. The rates shall
remain same.
Other costs that should be included:
 API creation
 LMS and CRM creation and access for us
 Telecom cost to be on actual ( Please share breakup)
 Payment to be done from the date when the resources get activated on the floor for calling basis the
number of hours worked by the resources.
 Company will be responsible for providing data for support services to Service Provider.
 Taxes will be extra
Please mention tax percentage
Page 41
ANNEXURE-IV
For vendor registration document please send your request to shaikh.qutub@canarahsbclife.in

In case you are already registered, no need to submit documents again
Bidders are requested to share the draft of agreement along with RFP response
Page 42
ANNEXURE-V
(To be printed on stamp paper)
NON DISCLOSURE AGREEMENT
THIS Non Disclosure Agreement (this "Agreement") is made on ................ day of ...................... 201_
(“Effective Date”), by and between:
Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited, a company incorporated under
the Companies Act, 1956 having its registered office at Unit No. 208, 2nd Floor, Kanchenjunga Building, 18
Barakhamba Road, New Delhi - 110001, India and corporate office at 2nd Floor, Orchid Business Park, Sector-
48, Sohna Road, Gurgaon 122018, Haryana (hereinafter referred to as the ‘Company” which expression shall,
unless it be repugnant to the context or meaning thereof, be deemed to mean and include their respective
subsidiaries, affiliates, successors and permitted assigns and affiliates) of the ONE PART, AND
a company incorporated under the

Companies Act, 1956 having its registered office at
(hereinafter referred to as the ‘Service Provider” which expression shall, unless it be repugnant to the
context or meaning thereof, be deemed to mean and include their respective subsidiaries, affiliates,
successors and permitted assigns and affiliates) of the OTHER PART
(The Company and the Service Provider (jointly and severally) hereinafter are referred to as 'Parties'
collectively and ' Party' individually).
WHEREAS
(i) The Parties are, or will be, evaluating, discussing and negotiating a potential contractual relationship
concerning the (the ‘Project’).
(ii) The Parties may, in these evaluations, discussions and negotiations, disclose to each other information that
is technically and /or commercially confidential.
"Confidential Information" means (a) any information disclosed by either Party to the other Party, either directly
or indirectly, in writing, orally, electronically, other media format, and/or in tangible objects, including,
without limitation, algorithms, mask works, business plans, customer data, customer lists, customer names,
financial analysis, forecasts, formulas, hardware configuration information, know-how, ideas, designs,
discoveries, market information, marketing plans, processes, products, product plans, research, specifications,
software, source code, trade secrets or any other information whether designated as "confidential,"
"proprietary" or not or any third Party information that the disclosing Party has an obligation of confidentiality
to protect (collectively, the "Disclosed Materials") and (b) any information otherwise obtained, directly or
indirectly, by a receiving Party through inspection, review or analysis of the Disclosed Materials. Information
disclosed orally shall be considered Confidential Information only if such information is stated as such at the
time of disclosure and is confirmed in writing as being Confidential Information within thirty (30) days after
the initial disclosure.
Page 43
Exceptions: Confidential Information shall not, however, include any information that (i) is available in the
public domain; or (ii) is independently developed by the receiving Party without use of or reference to the
disclosing Party's Confidential Information, as shown by documents and other competent evidence in the
receiving Party's possession; or iii) is required to be disclosed by the receiving Party by order of a court,
administrative agency or governmental body, or by any law, rule, regulation, subpoena, or any other
administrative or legal process.
Non-use and Non-disclosure: Each Party agrees not to use, directly or indirectly, in whole or in part, any
Confidential Information of the other Party other than for the purposes of the Project and as specifically
provided for in this Agreement. Receiving Party may disclose the other Party's Confidential Information to
employees of the receiving Party on a need to know basis. If a receiving Party is required by law to make any
disclosure that is prohibited or otherwise constrained by this Agreement, the receiving Party will provide the
disclosing Party with prompt written notice of such requirement so that the disclosing Party may seek a
protective order or other appropriate relief. Subject to the foregoing sentence, such receiving Party may
furnish that portion (and only that portion) of the Confidential Information that the receiving Party is legally
compelled or is otherwise legally required to disclose; provided, that the receiving Party provides such
assistance as the disclosing Party may reasonably request in obtaining such order or other relief.
Maintenance of Confidentiality: Each Party agrees that it shall take reasonable measures to protect the secrecy
of and avoid disclosure and unauthorized use of the Confidential Information of the other Party. Each Party
shall ensure that its employees who have access to the other Party's Confidential Information are legally
obligated not to disclose such Confidential Information, prior to any disclosure of Confidential Information to
such employees. No Party shall make any copies of the other Party's Confidential Information except upon the
other Party's prior written approval. A Party receiving Confidential Information shall promptly notify the Party
disclosing such Confidential Information of any use or disclosure of such Confidential Information in violation
of this Agreement of which the receiving Party becomes aware. The Parties shall at all times have systems in
place having adequate security measures required for the protection of the Confidential Information from
leakage or unauthorized usage.
Return of Materials: All documents, data and other tangible objects (in whatever media or format) containing
or representing Confidential Information that have been disclosed by either Party to the other Party, and all
copies or extracts thereof that are in the possession of the other Party, shall be and remain the property of the
disclosing Party and shall be promptly returned to the disclosing Party upon the disclosing Party's written
request and on expiry or termination of this Agreement.
No License, Testing or Publicity: Nothing in this Agreement is intended to grant any rights to either Party under
any discovery, disclosed invention, patent, mask work right, copyright, trade secret, trademark or service
mark, or other intellectual property right of the other Party, nor shall this Agreement grant any Party any
rights in or to the other Party's Confidential Information. Nothing herein grants any rights whatsoever to the
Parties to test, disassemble, decompile, reverse engineer, replicate, or otherwise copy any of the Confidential
Information or a Party’s intellectual property. No Party shall use or cause to be published in any kind of media
or communication the name, logo or other identifying information of any of the Parties to this Agreement
without the prior expressed written consent of the specific Party.
Term: The Agreement shall be valid until its expiry or termination as per the below terms:
The obligations of each receiving Party under this Agreement shall survive until such time as all Confidential
Information of the other Party disclosed hereunder becomes publicly known and made generally available
through no action or inaction of the receiving Party.
The Parties shall return all Confidential Information to the disclosing Party on or before the termination of this
Page 20
Agreement.
a) The Company may terminate this Agreement by giving 30 (Thirty) days of notice in writing to the Service
Provider. Nothing in this Agreement shall obligate either Party to proceed with any transaction between
them.
Availability of Equitable Relief: Each Party understands and agrees that its breach or threatened breach of this
Agreement will cause irreparable injury to the other Party and that money damages will not provide an
adequate remedy for such breach or threatened breach, and both Parties hereby agree that, in the event of
such a breach or threatened breach, the non- breaching Party will also be entitled, without the requirement
of posting a bond or other security, to equitable relief, including injunctive relief and specific performance.
The Parties' rights under this Agreement are cumulative, and a Party's exercise of one right shall not waive the
Party's right to assert any other legal remedy. Should any proceeding or litigation be commenced between
the Parties hereto concerning the terms of this Agreement, or the rights and duties of the Parties hereto, the
prevailing Party in such proceeding or litigation shall be entitled, in addition to such other relief as may be
granted, to a reasonable sum as and for the prevailing Party's attorneys' fees.
Governing Law and Jurisdiction: This Agreement shall be subject to the laws of India and the Parties agree to
the exclusive venue and jurisdiction of the courts situated in New Delhi.
10. Counterparts and Facsimiles: The Parties may execute this Agreement in counterparts, each of which is
deemed an original, but all of which together constitute one and the same Agreement.
11. Expenses: Each of the Parties shall be responsible for its own expenses. Receiving Party shall be completely
responsible for its cost and expenses in conducting any evaluations, and reporting the results of an evaluation,
unless other specific arrangements are made in writing prior to the expenses being incurred.
12. Notice: All notices required or permitted to be given under this Agreement to either Party shall be in writing
and delivered to the address set out in the first paragraph of this Agreement or as changed by the Parties by
written notice delivered to each other from time to time in accordance with this Agreement. Notice shall be
deemed given upon actual receipt.
13. Miscellaneous: Nothing in this Agreement shall be construed as creating an agency, partnership, joint
venture, or other business relationship or association between the Parties. No provision of this Agreement
may be waived except by a writing executed by the Party against whom the waiver is to be effective. A Party's
failure to enforce any provision of this Agreement shall neither be construed as a waiver of the provision nor
prevent the Party from enforcing any other provision of this Agreement. No provision of this Agreement may
be amended or otherwise modified except by a writing signed by the Parties to this Agreement. If any
provision of this Agreement is found to be illegal or unenforceable, the other provisions shall remain effective
and enforceable to the greatest extent permitted by law.
IN WITNESS WHEREOF, this Agreement was duly executed on behalf of the Parties on the day and year first
above written.
By:
Name:
Title:
Witness:
Page 21
By:
Name: _
Title:
Witness
Page 22

Canara HSBC Call Centre

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RFP : Call Centre Service 2020

REQUEST FOR PROPOSAL

Call Centre Service

Issue Date : 29-June-2020

Last Date for submission of proposal : 2 0 -July-2020

1.1 INTRODUCTION AND SCOPE

1.3 Request for Proposal Definitions

2.1 Terms of the RFP

2.3 Proposal Deadlines

2.4 Company’s Obligations

2.5 Proposal Evaluation

The evaluation will be done in two stages:-

Stage 1: - Stage 1 consists of two parts as follows:

2.6 RFP Terms and Conditions Applied to Final Contract

2.7 Terms Binding on Bidder

2.8 Hold Harmless

2.9 Confidentiality Provision

Title: RFP for “Call Centre Service "

2.11 Acceptance of Proposals

e) Please submit the flowing document along with proposal.

2.12 Evaluation and Selection

2.13 Liability for Errors

2.14 Acceptance of Terms

2.15 Ownership of Proposals

2.16 Use of Request for Proposal

2.16 RFP Schedule

 All inquiries/clarifications regarding RFP 10-July-20

 Bidders’ deadline for submitting responses to RFP 20-July-20

 Company informs final selection to bidders TBD

Company informs final selection to bidders

2.17 Delay in performance of the obligations by the Bidder

3.1 Proposal Preparation

3.2 Proposal Format

d) NO CHANGES TO THE LINES, FORMAT OR STRUCTURE OF ANY SPREADSHEETS IS PERMITTED. CHANGING

3.3 Notification of Changes

3.4 Changes to Proposed Wording

3.5 Bidder’s Expenses

3.6 Completeness of Proposal

3.7 Sub Contracting

Detailed scope shall be as per Annexure-I.

4.2 Business Continuity:

4.3 Information Security:

4.6 Minimum Eligibility Criteria

4.7 Pricing Model

5.2 Deviation Sheet

Special Requirements for Online Assistance:

8. We will need 24/7 Inbound services to be activated at the premise.

9. Would need support on 24/7 chat services.

Resource eligibility/qualification criteria:

Supervisory staff requirement:

S.No Supervisory staff Ratio

New Business Support:

Volumes: Forecasted Volumes

Expected volume of New Business policies in year 1 15,000 NOP

Mandatory and Adhoc activities:

The service provider would be required to:

Penalty on breach of SLA (applicable to all transactions/processes/ activities)

*Includes both accuracy and TAT

Technical Evaluation Criteria’s

Organization profile & Structure

1. Background and key achievements.

Implementation approach - Transition

Internal controls and governance