Procurement of Call Centre Solution for Several Offices in Uganda

The United Nations Office on Drugs and Crime Regional Office for East Africa (UNODC ROEA) invites qualified interested firms to submit Expression of Interest (EOI) to participate in the upcoming solicitation for Supply, delivery and installation of Call Centre Solution for Several Offices in Uganda. The United Nations Office on Drugs and Crime Regional Office for Eastern Africa (UNODC ROEA) is looking to procure Call Centre Solution sevices and equipment as below: 1. Call Center Software: Software that provides automatic call distribution, call monitoring, and call recording features. 2. Phone System: VoIP phone system that supports high-quality audio, call routing, and call queuing. 3. CRM: A CRM system that allows agents to manage individual interactions and track individual history. 4. Helpdesk System: The call center should be equipped with a helpdesk system that allows agents to manage customer issues and support tickets. 5. Data Network: A data network that provides sufficient bandwidth, high speed, and a secure and scalable network topology. 6. SMS Services: SMS are commonly used for providing specific details to the relevant stakeholders. An integrated SMS solution will enable the call center agents to send the required information to the stakeholders. 7. Monitoring Screen: A large monitoring screen that displays call information and helpdesk ticket information in real-time. 8. Training: Regular training sessions for agents on call handling, customer service, and product knowledge. 9. Quality Assurance: A quality assurance program that includes regular call monitoring, agent coaching, and feedback. 10. Performance Metrics: Track performance metrics such as average handle time, first call resolution rate, stakeholder satisfaction, and agent productivity. • Provide evaluation services for the UN interested stakeholders with an overall independent assessment of the performance of the ‘Maritime security in the Red Sea area’ programme, with attention to the different levels of results measured against the expected objectives. • Identify key lessons learned, conclusions and make recommendations to inform decision makers on how to improve potential future interventions. • Assist stakeholders to understand the performance of the interventions from project inception until the project’s finalization and to inform the planning of the future interventions. • Assist stakeholders to understand whether the governance mechanism of the intervention allows for a suitable and efficient representation of the interests of key stakeholders. • To prepare an evaluation document on implementation of the Red Sea Programme between 2021 to 2026. The following deliverables are expected: a) Local Area Networking: o Detailed network design and implementation plan o Deployment of call center server and related software. o Installation of racks, routers, firewalls, and other necessary network hardware3 b) Agent Computers: o Computers: Provide and install desktop and laptop computers that meet the minimum hardware specifications required for the call center software and applications. This could include specifications such as a minimum of 8GB RAM, a quad-core CPU, and a solid state drive. The computers should also have at least two network ports to support the use of a softphone and network connectivity. o Operating System: Install and configure a compatible operating system such as Windows 11, depending on the call center software and applications. o Softphone software: Install and configure a compatible softphone software such as Zoiper or X-Lite, depending on the call center software and applications. Each computer shall have a unique extension assigned to it for easy identification. o Network connectivity: Configure network connectivity for each computer, including static IP addresses, DNS server settings, and routing configurations. o Antivirus and Firewall: Install and configure an antivirus and firewall on each computer to ensure that the call center software and applications are protected from security threats. o Compatibility testing: Test each computer to ensure compatibility with the call center software and applications and ensure that the software is functioning correctly. c) Call Center Headsets: o Noise cancellation: Provide headsets with active noise cancellation (ANC) technology to reduce ambient noise and improve call quality. The ANC feature should be adjustable, so that the user can set it to the desired level depending on the noise level in their environment. o Comfort: Provide headsets with comfortable ear cushions and headbands that can be adjusted to fit different head sizes. The headsets should also be lightweight and have a flexible boom microphone for easy positioning. o Compatibility: Ensure that the headsets are compatible with the call center software and applications, and that they can be easily integrated with the softphone software. o Microphone quality: Provide headsets with high-quality microphones that have noise-cancelling capabilities to eliminate background noise and ensure clear communication. o Controls: Provide headsets with inline controls that allow call center agents to adjust the volume, mute the microphone, and answer or end calls with ease. o Durability: Provide headsets that are durable and can withstand daily use in a call center environment. The headsets should be made from high- quality materials that are resistant to wear and tear. o Warranty: Provide headsets with a warranty that covers defects in materials and workmanship for a certain one year. d) Training: o Software and hardware use: Provide comprehensive training on the call center software and hardware, including softphone use, CRM usage, and any other relevant software applications. The training should cover basic and advanced features of the software and hardware, as well as troubleshooting procedures. o Call handling procedures: Provide training on call handling procedures, including call routing, call scripting, and escalation procedures. The training should cover various scenarios that agents may encounter during calls, such as difficult customers, technical issues, or complex queries. o Customer service best practices: Provide training on customer service best practices, including communication skills, active listening, empathy, and conflict resolution. The training should also cover compliance with regulatory and quality standards, such as data protection laws and service level agreements. o Training delivery: Provide the training in a format that is suitable for the call center agents, such as instructor-led training, e-learning, or a combination of both. The training should be delivered in a clear and concise manner, with interactive exercises and practical examples. o Training materials: Provide training materials such as user manuals, quick reference guides, and cheat sheets. The materials should be up-to- date and easy to understand, with clear instructions and screenshots. o Training evaluation: Evaluate the effectiveness of the training by conducting post-training assessments, surveys, and feedback sessions. Use the feedback to improve the training content and delivery, and to identify areas where additional training may be needed. e) Odoo CRM: o System analysis: Conduct a thorough analysis of the call centre’s needs and requirements for a CRM system, including customer data management, reporting and analytics, and integration with call center software. o Odoo customization: Customize the Odoo CRM system to meet the call centre’s specific needs and requirements, including a public web-based interface; the creation of custom fields, workflows, and reports. The customization should be done in a way that does not compromise the system's stability and compatibility with future upgrades. o Integration with call center software: Integrate the Odoo CRM system with the call center software, such as the call manager based on Asterisk, to enable seamless data exchange and real-time reporting. The integration should be done in a way that does not compromise the system's security and performance. o Data migration: Migrate the call centre’s existing customer data to the Odoo CRM system, ensuring data accuracy, completeness, and consistency. The data migration should be done in a way that minimizes disruption to the call centre’s operations and ensures data privacy and security. o User training: Provide comprehensive user training to call center agents and managers on the use of the Odoo CRM system, including data entry, reporting, and analytics. The training should be tailored to the specific needs of the call center and delivered in a format that is suitable for the agents and managers. o Support and maintenance: Provide ongoing support and maintenance for the Odoo CRM system, including operationalization of data backup mechanisms, bug fixing, performance optimization, and system upgrades. The support and maintenance should be provided in a timely and responsive manner, with clear communication and escalation procedures in case of issues. f) Asterisk Call Manager: o System analysis: Conduct a thorough analysis of the call centre’s needs and requirements for a call manager system based and on Asterisk, including call routing, call queuing, IVR, voicemail, call recording, integration with other call center components. o Asterisk installation: Install and configure the Asterisk call manager system on the call centre’s server or cloud infrastructure, ensuring system stability, scalability, and security. The installation should be done in a way that is compatible with other call center components and software. o Call routing and queuing: Configure the call manager system to enable intelligent call routing and queuing based on various criteria, such as caller ID, time of day, and agent availability. The call routing and queuing should be optimized for maximum efficiency and customer satisfaction. o IVR and voicemail: Configure the call manager system to enable interactive voice response (IVR) and voicemail, allowing callers to navigate through various options and leave messages when agents are not available. The IVR and voicemail should be customized to reflect the call centre’s branding and customer service standards. Specific Requirements/Information IMPORTANT: Please note that this REOI is not an invitation for submission of tenders. Its purpose is to identify companies that would be interested and eligible to participate in the solicitation when issued. UNODC will examine the outcome of this request for EOI and will consider those companies that have expressed their interest. UNODC reserves the right to change or cancel the requirement at any time during the EOI and/or solicitation process. Thus, submitting a reply to this Request for EOI does not automatically guarantee your company will be considered for receipt of the solicitation when issued.