REQUEST FOR PROPOSAL (RFP) SUPPLY, INSTALLATION AND COMMISSIONING OF CALL CENTRE SYSTEM

(AKPK/RFP11/OCT001)

Agensi Kaunseling dan Pengurusan Kredit (AKPK) Level 8, Maju Junction Mall 1001 Jalan Sultan Ismail 50250 Kuala Lumpur

Issue Date : 13 October 2011 Closing Date / Time : 21 October 2011, on/before 12.00 noon

RFP Call Centre System

1.0

INTRODUCTION Agensi Kaunseling Dan Pengerusan Kredit (AKPK) was set up by Bank Negara Malaysia (BNM) in April 2006 as a pre-emptive measure to ensure the sustainability of the household sector within the economy. AKPK is a nonprofit organization who provides the services to the public free of charge. The objectives of AKPK are to proactively ensure that the household sectors continue to be resilient by providing an avenue for individual borrowers and potential borrowers to seek advice on managing their credit while at the same time promote a sound and robust banking system by facilitating debt repayment efforts and minimizing incidence of nonpayment arising from bad debt management.

2.0

BACKROUND The management of AKPK is desirous to set up its own in-house Call Centre which will be hosted internally via AKPKs toll free line. The inbound calls are mainly from the public making general enquiries about AKPKs services as well as calls to enquire about the status of customers debt management program (DMP).

3.0

PURPOSE OF REQUEST FOR PROPOSAL(RFP) AKPK is conducting a request for proposal for the supply, installation and commissioning of an in-house Call Centre System from interested providers of call centre solution. This system must provide AKPK with complete call centre solution according to our requirement. The system should be able to integrate all communications and contact enquiries in a
consistent manner across all contact channels.

RFP Call Centre System

4.0

High level Business requirements The above Call Centre System (CCS) should be able to meet our high level business requirement as follows: i) Bring down risks and cost; ii) Provides technology options (system flexibility)-should be flexible enough to upgrade & integrate with other system. iii) Scalable - able to add users and projects quickly and easily iv) Quick implementation/setup time should be able to implement this system within 60 days from date of awarding the contract. v) Call Centre System should meet AKPKs expectations.

5.0

SYSTEM REQUIREMENT 5.1 Description of proposed system

The proposed system should be able to accommodate 13 agents to answer calls at any point of time and flexible enough to scale up to more users when required in near future. The system must incorporate new generation technologies.

The proposed solution should contain the following:Integrated Voice Response System (IVR) Customer Relationship Management (CRM) Voice Recorder Automated Call Distribution system (ACD) with CTI (Standard computer telephony integration ) and skill based routing features Supports web services to ease application integration Supports user preferences for receiving communications on mobile devices

RFP Call Centre System

5.2

The system Functional Requirements The proposed Call Centre System solution must be scalable to AKPK current environment and projected growth. Vendors should also describe the proposed systems ability to integrate with other system should a need arise.

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Requirement Scalable up to at least 25 call centre agents.

Remarks Flexibility to add additional call agents should the need arises in future.

Call recording function to manage call monitoring and quality.

The

ability

to

store,

archive and retrieve call records for verification or investigation.

Automated Call Distributor (ACD) with standard Computer Telephony Integration (CTI)

IVR with features to conduct caller surveys. The IVR should contain Skill based routing features. i) Selection by: Language selection Product type ( DMP, General Inquiry, POWER, etc) ii) Ability to distribute the call by Identity Card (I/C) if the caller is a DMP applicant and to distribute to agents for others queries.

Easy-to-follow prerecorded voice menus will guide caller through the system as well as those automatable frequently asked questions.

Ability to route calls to agents accordingly

RFP Call Centre System

Real-time supervisor console to provide the supervisor with vital information needed to ensure optimum control of call distribution enabling him/her to reach appropriately to specific situation

Administrator/supervisor interface provide realtime view of call centre activity.

Monitoring/reporting tools to display call centres key indicators. Key indicators include but not limited to:No. of abandon calls No. of agents in queue No. of agents on the phone No. of calls waiting in queue Average holding time Average talk time Call transfer from one agent to another Longest of call waiting in queue To leave voice message (if agents lines are busy)

The system should allow custom reports to be built: Hourly / daily Weekly Monthly Quarterly Yearly

Voice terminals for agents to handle phone calls. Such terminal can be either telephone set or a PC based softphone.

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Cater for increase in number of lines to at

RFP Call Centre System

least 55 lines to cater for expanded role of the 1-800 toll-free number

11

The solution should be in-line with industry best practices for security aspects in the deployment of Call Centre

12

Wall board for prominent display of key performance indicators (KPIs).

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Support for industry-standards: ODBC-compliant database Support for TCP/IP, SOAP and XML

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HARDWARE/SOFTWARE REQUIREMENT The following is a summary of hardware and software, which are required: No. i. Items Personal Computers (PCs) Anti-virus software (Enterprise Version) for desktop PCs/ Notebook. Qty 13 Suggested Specification Refer to Appendix 1. Pre-installed Trend Micro Office Scan configured with Trend Micro Enterprise Solution. User friendly

ii.

13

iii.

Headsets

13

iv.

Work Stations

13

Class room type

TV / LCD Screen 42

Flat Screen

RFP Call Centre System

vi

Any other hardware/software deemed necessary for this project

7.0

HARDWARE/SOFTWARE ENVIRONMENT The system proposed shall be hosted in AKPKs headquarters in Maju Junction office.

8.0

SUPPORT & MAINTENANCE a) AKPK requires that vendors provide phone and on-site support with next-business-day response time b) c) Software updates should be provided Documentation and warranty information for all proposed hardware and software components should be provided d) Relevant user guides and user guide manuals should be provided

9.0 TRAINING a) The vendor shall install and test the system prior to commencement of user training b) Training should include separate sessions for system administrators and end-users. Training should be hands-on and on-site. 10.0 IMPLEMENTATION The vendor should include in its proposal, the general approach, timelines for installation and implementation stages including the level of involvement that would be required from AKPK personnel at each stage. 11.0 COST BREAKDOWN and COMPANY BACKGROUND The proposal should include the following:-

RFP Call Centre System

a) Detailed cost breakdown on each components of this Call Centre System solution.

b) Company background including last three (3) years audited financial statements with the latest following information: Paid-up Capital Shareholders Fund Turnover, Gross and Net Profit List of Shareholders Key Management team, Number of years in operation c) Two(2) local references / customer with similar, relevant or related services, including contact name, title, organization, address and phone number.

12.0 SUBMISSION OF PROPOSAL All proposals must be submitted into the Tender Box located at: Agensi kaunseling dan Pengurusan Kredit (AKPK) Level 8, Maju Junction Mall, 1001 Jalan Sultan Ismail, 50250 Kuala Lumpur. Closing Date : 21st October 2011 Closing Time : 12.00 p.m 13.0 ACCEPTANCE OF PROPOSAL Proposal received after the due date and time will be rejected. AKPK does not bind itself to accept the lowest or any proposal, nor to assign any reason for the rejection of any proposal.

RFP Call Centre System

14.0 ENQUIRIES Any enquiries regarding this RFP can be addressed to the following contact person:

En.Azwani Zam Abdul Rani Head, Procurement and Administration Agensi kaunseling Dan Pengurusan Kredit Level 8, Maju Junction Mall, 1001 Jalan Sultan Ismail, 50250 Kuala Lumpur. Tel. No E-mail : : 03-26167777 azwan@akpk.org.my

Mr Segaran @ Gunasegaran Head, Customer Service Department Agensi kaunseling Dan Pengurusan Kredit Level 8, Maju Junction Mall, 1001 Jalan Sultan Ismail, 50250 Kuala Lumpur. Tel. No E-mail : : 03-26167775 segaran@akpk.org.my

END OF DOCUMENT

RFP Call Centre System

APPENDIX 1 SPECIFICATION FOR NEW DESKTOP INTEL PC

No Specification Proposed Equipment Configuration

1.

Desktop PC Brand : HP / Compaq / Dell / Acer / Lenovo / IBM BIOS : Manufacturers own Mechanical size (WxDxH) : Please specify form factor Processor : intel Core i5-2400 Processor Chipset : Intel Q67 Express Cache : At least 3MB Memory : 2GB At least 250GB SATA HDD At least CD-RW/DVD-R Combo drive (specify speed) Expansion slots : At least 2 PCI + 1 PCI-e At least 4 memory slots support for DDR-2 (Please specify max memory capable) Support at least 2 hard disks Support MS Windows Active Directory environment Video memory onboard: Please specify Sound card: Please specify Monitor: 19 LCD monitor Keyboard : Standard USB with101-keys OS : Genuine Windows 7 Professional Network card : 10/100 NIC Software (Pre-loaded): o Trendmicro Office Scan (Enterprise Edition). o Media Kit o Microsoft Office to be installed in 2 PCs ONLY. ............................................. . . . .............................................. No. of units = 13 Warranty: 3.. years Delivery: weeks . ............................................. . . . . . . . . . . . . . Specify proposed model . .

END OF APPENDIX

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