Bank of India is proposing to have a call center at Bhopal and a DR center at a different seismic zone (either at Bengaluru or Hyderabad. The bank had first set up a small call center in 2006, which was further improved upon under a professionally managed totally outsourced model at two locations – Mahape near Mumbai and at Bhopal. The bank now wants to give improved services to its customers through a hybrid model – a professionally run call center from two sites. The bank is looking for a service provider who can provide the premises and set up the call center facilities. The bank will provide required telecom and data connectivity and IVR and CRM system required for the operations. The selected service provider will be required to arrange for the necessary infrastructure including resources (agents, team leaders, trainers and quality managers) and attend to the day-to-day operations. It will also be the responsibility of the service provider to get and customize the necessary middleware and component to connect/integrate with the existing Siebel CRM/IVR of the bank.
