Establishing LTAs for Call Center Services Tender, Lebanon - 104114180

Procurement Summary

Country : Lebanon

Summary : Establishing LTAs for Call Center Services

Deadline : 06 Aug 2024

Other Information

Notice Type : Tender

TOT Ref.No.: 104114180

Document Ref. No. : LRPS-2024-9191478

Competition : ICB

Financier : United Nations Secretariat

Purchaser Ownership : Public

Tender Value : Refer Document

Purchaser's Detail

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Tender Details

Tenders are invited for Establishing Ltas for Call Center Services.

Closing Date: Tuesday, 06. Aug 2024

Intervention Sector(s): Communications & Media, Research & Studies, Social & Cultural Development

The objective of the establishment of Call Center(s) is to provide a mechanism for effective and timely two-way communication with affected populations aimed at addressing queries and complaints tied to the assistance programmes and services provided by partner agencies, in addition to supporting the agencies- diverse information campaigns following agreed scripts provided.

The Call Center(s) will be supported by a strong management information system(s) that will facilitate accurate categorization of calls, internal and external referrals, follow-ups, closure of the loop with callers,

trend analysis, and programmatic adjustments, according to the agency-s decision-making processes. With this objective, the call center(s) will cater to the partner agencies programmatic needs to ensure that they can communicate and provide feedback on their different programmes to all relevant vulnerable populations. Vulnerable populations will thus be able to directly communicate their needs and concerns to the relevant agency.

To ensure clarity and effectiveness in processing requests linked to the different programmes implemented, UNICEF will be able to set up separate hotline numbers upon programmes- needs and requirements, with separate teams of dedicated operators trained on how to handle specific queries and follow established procedures, and their corresponding management information system that is developed and managed by the agency. Another important objective of the call center(s) is the ability to directly refer callers from one line to another, depending on the respective concern, thereby ensuring the smooth redirection of concerns to the relevant programme and avoiding imposing additional burdens on callers.

How to apply
You are kindly requested to quote your best price and submit your proposal by e-mail ONLY to: lebtender@unicef.org not later than 12:00h, 06 August 2024; otherwise it will be considered invalid.



Proposals should be sent by email ONLY to lebtender@unicef.org in two separate emails not later than 12:00h, 06 August 2024: one email for the technical proposal and one email for the financial proposal.

- Email for technical proposal:

Subject line of the email must indicate: LRPS number- name of your company- technical proposal. The email must include: The technical proposal only without prices.

- Email for price proposal:

Subject line of the email must indicate: LRPS number- name of your company- price proposal. The email must include: The price proposal.



The reference LRPS-2024-9191478 must be shown in the e-mail's subject.

Proposals sent in another manner will be invalid.

IMPORTANT NOTES:

Please note that any inquiries related to this request will be acceptable through e-mail ONLY (rallam@unicef.org & sselwan@unicef.org) and will not be considered through phone calls.

Kindly make sure that the e-mail mentions the LRPS reference number: LRPS 2024- 9191478.



Annexes attached:

Terms of Reference
LRPS
Annex 1: Estimation of incoming calls per call center
Annex 2: Pricing annex

Documents

 Tender Notice