Request For Proposal For Implementation Of Contact Centre (Outbound .

issues/compliant with respect to the products/service availed,CSA should capture the details and then create a case in CRMsoftware of the bank via Public Web service exposed or therespective call has to be added as a conference call with SIB‟sinbound Call Centre and make sure that the Customerrequirement has been conveyed to the SIB‟s Inbound ContactCentre.All the customer interactions happening through Contact Centre has to be stored/captured inContact Centre Solution which shall also be passed to Bank‟s CRM software viaonline/offline mode. For online mode Bank is expecting for web service integration and foroffline mode, data has to be provided in required format shared by bank on daily basis, suchfiles shall be encrypted.Suitable Provisions has to be configured in the software that if a customer is not reachable inmultiple contact attempts, SMS has to be send to the Customer by informing the same andproviding a call back option.4. MODEL OF CONTACT CENTER4.1 The Bank proposes to have a Fully Outsourced Outbound Call Center which can belocated on the vendor's premises or any location maintained by the vendor itself,preferably in Kerala or South India. Vendor team should have at least 10dedicatedoutbound agents for supporting the outbound call operations of the bank initially,which shall be increased subsequently to 30 or above on need basis. The contactcenter shall be functional on all days, except for Sundays and National holidays,between 9 am to 7 pm. Initially Bank is planning to service the resident customer(Customers in India) only. In future bank may service the International customersthrough Contact Centre in which case the working time will be local to the specificcountries.4.2 Software & Hardware which includes Contact Center Software, IVR, Auto dialer,Agent PC's, Servers and supporting peripherals, telephone with PRI, interfacesoftware etc should be owned and provided by the vendor.4.3 For the purpose of business continuity in case of a disaster of any kind which mayrender the vendor's Primary Centre incapable to provide services, the secondary siteof vendor should be equipped with the similar Infrastructure (including agents) as thePrimary Centre and will be as capable as the Primary Centre in respect of delivery ofservices.4.4 Vendor should inform the bank on any regulatory sanctions/approvals from TRAI/anyother agency in running a Contact Center with Outbound call / video service etc aspart of RFP and should assist the Bank in procuring such approvals. Vendor shall bepenalized if it failed to bring any legal formalities to the notice of Bank.Request for Proposal for Outbound Contact CentrePage 8

4.5 The vendor will be required to provide a Transition Plan to be approved by the Bankfor establishing the Proposed Outbound Contact Center owned by the vendor withoutaffecting existing toll free set up run by the bank during the transition period. Theproposed plan needs to ensure that services remain uninterrupted for the Bank'scustomers.4.6 The Bank requires the Vendor to deploy the manpower resources required for runningthe Outbound call in the Contact Center and to maintain the same. The resources shallbe at various levels viz. agents, team leads, MIS/Analytics engineer, qualityAssurance Staff, Training Personnel and Project Manager. In addition to vendor staffBank will depute its officers in managerial positions to ensure quality of service andcontrol over day to day functioning of the Contact Center. The decision of the Bankwill prevail in every case of dispute.4.7 The Bank will also score a random sample survey of calls on Call Quality as well asbarge into calls on a daily basis. For this purpose vendor shall provide the bank,access to its Contact Center Software Solution/MIS System so that Bank shallmonitor and generate reports including those required for cross-verification of SLAsand related payments.4.8 Vendor shall provide necessary access to Bank's officers so that entire working of thecontact center operations can be monitored by the bank on a real time basis. Vendormay need to take actions based on the recommendations of the Bank's officer forincreasing the quality of contact center operations.4.9 Suitable seating arrangements have to be made in the Contact Centre Premises for theBank‟s Deputed officials. Bank reserves the full right to inspect the Contact Centre atany point of time in the working hours.4.10Vendor should record all the call done to the customers, the call recordings shall beprovided to the bank on a monthly basis so that bank can archive the same. Vendorshall also make arrangements to archive the immediate previous 3 months callrecordings.4.11 The Vendors(Agents in Contact Center) should be capable of providing services inlanguages English, Malayalam, Hindi, Tamil and Telugu. At any point of time thereshould be multiple agents capable of handling different languages as per therequirement of the Bank.4.12 Agents should possess the skill which is indicated below: With Graduate Degree Able to communicate confidently and politely, with good speaking skills Expertise in the contact center software solution.Request for Proposal for Outbound Contact CentrePage 9

Experience of at least 1 year in a Contact Center, or in direct selling/telemarketing in the service industry but fresh candidates can beconsidered(Not more than 40% can be fresh candidates)Teaming qualityLeadership qualityBanking KnowledgeAbility to sell banking products/servicesVendor should submit the profile of the agents to the Bank with their BioData. Before adding a new agent to the team, Vendor should take priorapproval from the Bank.The vendor should conduct background / credential verification of theemployees selected for the call center services and necessary undertaking inthis regard should be furnished to the Bank.Agents are expecting to be of Multi skilled, capable of handling multiple typesof calls.4.13Team Structure - Resources allotting to the Outbound Call Centre is expected to bein portfolios of Customer Service Agent, Team Leads, MIS/Analytics engineer,Quality Assurance Staff, Training Personnel and Project Manager. Basic outboundcalls are entrusted with Customer Service Agent. Team Leads are basicallyauthorized to monitor the CSA activities. For outbound calls to premium customersor for special cases Bank may specifically ask the Team Leads to handle theoutbound calls. MIS/Analytics staff needs to take care of the MIS/analyticrequirements of the bank. Quality assurance staff is responsible for ensuring theservice quality of the contact Centre. Quality assurance staff should ensure that thevarious directions provided by the bank for the Contact Centre Operations areimplemented. Respective person should also co-ordinate and work with the bank incase of audit related activities of the Contact Centre. Bank is opting for a train aTrainer concept by which the Bank should give periodic training to the TrainerMember of the Contact Centre. Trainer should in turn give training to the CSA andother members of the team. All above one Project Manager should be there who willbe in charge of the Contact Centre.4.14Vendor is required to submit their proposal in strict adherence with the followingrequirements:Request for Proposal for Outbound Contact CentrePage 10

1. Design, the required solution and procure the IT infrastructure hardware/softwareincluding telephone, premises and the agents and supervisors for the proposedcontact center both at the Primary site and Disaster recovery site.2. Provide implementation services for the application provided to carry outa.System installationb.Network implementationc.System configurationd.Application Development Interface & Any customizatione.System Testingf.Telephone setup with PRIg. Training to the bank‟s officers and agentsh.Go-Live and Post implementation support.3. Provide annual maintenance and support services for the implemented solutionthroughout the contract period(Hardware, Software, telephone & networkequipment‟s etc.).4.15NETWORK IMPLEMENTATIONThe vendor should device architecture considering government/ regulator guidelines,security and cyber security guidelines, RBI guidelines, customer convenience, callingcosts etc. The selected vendor should provide fail safe Data Network to transport data,voice, web etc. to Contact Center locations with adequate bandwidths. The entire networkshould have inbuilt redundancy to ensure high uptime. Adequate Network Securityshould be in place. Network security should be maintained by having password and auditcontrol on Network equipment. Internet connectivity should be restricted (i.e., onlynecessary sites are accessible). Firewall and IDS/IPS protection must be in place.Separate VLAN, proper Antivirus security with centralized updates, LAN maintenance atcontact center location should be in place for the Bank. If agents location and vendorData Centre are in different site, Mode of connectivity between Data Center and Agentlocation shall be a secured one preferably MPLS VPN connectivity.5 PRICING, INVOICINGAND PAYMENT TERMS5.1 Vendor should submit the various pricing models for the Contact Centre operationson the basis of parameters such as1)Number of active seats/agents basis2)Number of Outbound Calls/Call Duration.Request for Proposal for Outbound Contact CentrePage 11

3) Number of new potential business obtained through outbound calls (new accounts,activation of services, operationalization of account, KYC/Document collection, etc.).Vendor can submit other pricing models other than the model proposed above by thebank.5.2 Three copies of the invoice should be submitted within 30 days of the end of thebilling period. This shall also include all supporting documents on the basis of whichthe invoice has been prepared including (but not limited to) the following: Total qualifying connect minutes on agents (for outbound calls) Total number of seats (for outbound calls) Performance report on all SLAs and KPIs and calculation of applicable penalties(if any) Any other documents as applicable The payment for the invoice received along with all stipulated supportingdocuments shall be done within 4weeks of bill receipt date.6. SERVICE LEVELAGREMENT COMPLIANCE AND PENALTIES6.1 System Availability - Availability is defined as the amount of time the agents areable to make outbound calls and contact the customers.ObjectiveTo ensure that the agents can make the calls to the customers duringthe working time of 10 hours a day between 9 am to 7 pm1. Hence thesystems should be up and running during the working hours.DefinitionThis is measured as Total down time minutes/ Total minutes in amonth. For example, if there were 2 hours in July when a customer'scall could not be made ,then the system availability will be[100- {120/ (31days x 24 hours x 60 minutes)}x 100 ] 99.73%Data Capture System availability should be captured by the Contact CenterSolution. Period of non-availability should be clearly split by causesi.e. power failure, network downtime, telecom link failure, manpowerfailure, hardware downtime, software failure, ervice LevelSl NoSystem Availability Value For MonthPenalty1.2.3.4. 99.7% 99% but 99.7% 98% but 99% 96% but 98%Nil1% of monthly billed amount2% of monthly billed amount4% of monthly bill amount1 Vendor shall ensure that while rendering service for the requisite working hours stated in RFP, same does not amount to orviolate the statutory regulated working hours.Request for Proposal for Outbound Contact CentrePage 12

5.6. 90% but 95% 90%7% of monthly billed amount10% of monthly billed amount6.2 Call Quality ScoreTo measure the quality of outbound calls being handled bythe agents and ensure that certain standards are adhered toObjectiveduring the calls with respect to quality ofinformationprovided, diction, language, politeness etc.This is measured by scoring a random sample of calls onDefinitionpre-defined parameters, as mentioned in Annexure BThe Contact Center needs to have a call logging facility torecord all the different calls that have been handled by theagents. A random sample of these calls will then begraded by the Bank's call quality audit team against preData Capturedecided parameters as mentioned in Annexure B. Bankwill ensure that there are at least one or two dedicatedemployees from SIB to monitor and score these calls.These employees will audit at least 50 calls per day andshould cover all agents at least once in 2 weeks.Measurement IntervalDailyReporting PeriodMonthlyService LevelSl NoScore on Call qualityPenalty 85%Nil1.Between 80% to 85%5% of monthly billed value2.Between75%to80%7.5%of monthly billed value3. 75%10% of monthly billed value4.6.3 Short Logins for outbound callsTo ensure the ordered number of agents are provided byObjectiveVendors for outbound calling on each day.Bank expects around 20 calls are done by an agent in anhour. Bank will inform the vendor the number of agents tobe posted initially and incase of any change in the numberDefinitionthe same shall be intimated 15 days in advance and thevendor to make sufficient alteration accordingly. Vendorto ensure that the numbers of agents are provided withoutany issues.Measurement IntervalDailyReporting PeriodMonthlyService LevelRequest for Proposal for Outbound Contact CentrePage 13

% of total agentspresent on any day 99%Between 70% to 99% 70%% of total agents present on any dayNil2% of billed value100% of billed value6.4 PENALTIESPenalty shall be levied for Short Logins as mentioned above, except on Sundays andNational Holidays.Bank will also levy penalty in case the manpower profiles are not maintained as perbank's requirement specified .The penalty structure shall be of 2 types:1) The personnel do not meet the minimum qualifications as laid out by bank fortheir designation/profile or Agents Working without bank’s Prior ApprovalFor assessing this requirement, the bank may conduct periodic sample checks of theagents at any time of the month. If any personnel are found to be not qualified, duringthe sample check, as per bank‟s guidelines, 1% of the monthly amount payable forthat month will be deducted. If more than 20% of the personnel are found to be notmeeting the criteria during the sample check, 5% of the monthly amount payable forthat month will be deducted.2) The ratio of the team structure must be maintained as laid out by the bankIf the difference between the number of Sr. CSAs and CSAs is more than 10% at anypoint of time during the month, 1% of the monthly amount payable for that monthwill be deducted. If the number is more than 30%, 3% of the monthly amount payablefor that month will be deducted and if the number is more than 50%, 5% of themonthly amount payable for that month will be deducted.If the number of TLs, AMs and trainers is short by more than 1 from the numberstipulated as per bank's required ratios, 1% of the monthly amount payable for thatmonth will be deducted. If this number is short by more than 5, 3% of the amountpayable for that month shall be deducted.These penalties may be relaxed during the initial set-up period of the Contact Centeri.e. the application of these penalties shall begin from 3 months for primary and 4months for secondary site.The overall penalty of all SLAs shall be levied up to a maximum of 20% of monthlybill amount. However, if the maximum penalty limit is reached continuously for 2billing cycles then the cap may be removed by the bank and actual penalty may becharged.Request for Proposal for Outbound Contact CentrePage 14

6.5 SECURITY AND PRIVACYPrivacy of the customer information guidelines must be pushed to customer servicecenter agents to ensure that customers are told how their personal data will be used andthat they be given the chance to access the information and to correct the same, ifnecessary. System access to information proprietary to South Indian Bank must complywith the bank‟s privacy and access to Bank‟s information policy. System must maintainlog including date, time, terminal number of each operation, done by every user/groupand the same should be appended to transaction data or a separate log should bemaintained. There should be a complete and comprehensive security from unauthorizedaccess and misuse. System should be capable of blocking/deleting/relocating users.Access to system should be available to all the users through menu section for the userinterface. Access to data should be based on parameters such as viewing, modifying,authority level to access etc and should be linked to user access rights. Supportencryption of data during exchange internally and with external systems. Any web pagecollecting customer‟s personal information or login credentials should be protectedthrough SSL/TLS and the information should be stored in encrypted format in database.System should encrypt all financial information.7. KEYPERFORMANCE INDICATOR (KPI) PARAMETERS7.1 Similar to SLAs defined in the above sections, there are other critical performanceparameters that shall be tracked on a regular basis to evaluate the Contact Centre‟sperformance. The Bank reserves the right to include any of these KPIs as part of theSLAs from a future date in consultation with the Vendors. Unlike SLAs, these KPIsshall not be linked to commercial penalties, but the Vendors are expected to maintainand ensure that its performance on these parameters is acceptable. In the quarterlyreview meetings, the Bank and Vendors shall jointly take decisions regardingacceptable performance required on different KPIs.7.2 Call handling efficiency of

Request for Proposal for Outbound Contact Centre Page 1 Request for Proposal For Implementation of Contact Centre (Outbound Functions) Version SIB/CC/2016 - 17/1.0 Date of issue of RFP 23.11.2016 Last date for Receipt of Proposal 10.12.2016 The South Indian Bank Ltd., Transaction Banking Department,