Postdate:January 25th 2018

Deadline: January 31st 2018

Migration Information Communication in Afghanistan

CRM Software for EAA Call Center

Project Objectives

The goal of this communication initiative is to increase awareness on the risks associated with illegal migration from Afghanistan to Europe. More specifically, it aims at enabling an environment, embedded in communities, where Afghans can challenge the information they receive about Europe and migration.

The objectives are to produce communication content, through highly trusted media platforms, based on key findings from field research to inform and educate target audiences about migration. It also aims at implementing community work to challenge potential migrants who might leave their country for Europe.

Scope of Work

Required Features of the Call Center Software or Portal

  • Compulsory Features:
  • Built-in soft phone telephony to make call and allow two or more people to communicate.
  • Answer every calls to short code: Allow agents to answer any phone number within Soft telephony tools or portal features. And make a call.
  • Predicative Dialer (important for outbound calls) Automatically calls several incoming calls at the same time just before an agent becomes available “Not Busy Line”, Once a caller answers, the predicative dialer transfer the live all to the available agent, Outbound calls should be managed by CRM-Admin (MSISDN, Log, CR, Graph, Traffic, Permission and MIS”.
  • Interactive Voice Response- IVR, Enable routing caller to call flows to allow for DTMF selection and Informative Prompts of EAA Call Center IVR flow and a telephony menu system that identifies, segments and routes callers to the most appropriate agent/team. IVR controls the waiting queue, directs caller to a pre-recorded message/greetings and direct to a series of prompts before routing to the most appropriate agent.
  • Skills-based routing: to optimize the call distribution based on customized rules (Survey geographical areas, Language, caller profile).
  • Call Control: basic call handling functionality such as hold, mute, conference, transfer and hang up should be entirely in the softphone application or Protal, so call center agents can place callers on hold or transfer call to Admin.
  • CR – Call Recoding: Enable recording of calls for later replay or monitoring and recording messages if not picked up by an agent due the out of working hours or no agent available.
  • CRM Admin “Call Monitoring”: enable supervisor to listen in on live calls without the agent or caller knowing for monitoring purposes.
  • Automatic Screen Pop, enable display of information about the caller automatically in the computer as the phone rings.
  • Disposition codes: enable agents to record the final outcomes of the calls (#Not answered, #Follow-Up required. #Escalated to Manager, #Rejected, #Refund requested, etc) in the caller profile for an improved database for future use.
  • Voicemail: a feature that allows callers to leave a message when agents are not available, and allow a notification to be sent to agents or managers.
  • User-friendly interface for users and administrators to use the software/system with all compulsory and optional features.
  • Software should have options to be installed on the cloud or use local servers, Installation in the EAA DC.
  • Data storage: Management of responses by keeping them in a database, Visualization and dashboard.
  • The Call Center main dashboard must be securely accessible remotely via HTTP with different levels of access for users and administrators.
  • Training on the use of Call Center software for EAA CC Manager: The service provider shall provide written user guide and training materials in English (in both hardcopy and electronic versions) and a user guide in English.

SN# / Description / Unit / Cost Per Unit (AFA) / Total (AFA)
1 / Core Software “Call Center Software + CRM” / 1
2 / Installation + Activation / One Time
3 / License cost / One Time

Requirements:

  • Observation of professionalism in all work procedures.
  • Submission of valid legal agency license registered with Afghan Government.
  • Quotation in company’s official letterhead (All Pages Stamped)

Equal Access Afghanistan

Equal Access (EA) is a communication and outreach implementing partner for the Migration Information Communication in Afghanistanproject and collaborating with client and other key implementing partners (KIPs) to design specific media and outreach activities to further support project’s activities through proven methods of communication for the realization of objectives and overall goal of the project. EA will leverage its experience working in the target provinces to identify, negotiate and facilitate access to multiple media outlets and develop media and outreach activities in consultation with the EU team, disseminating important project’s messages.

Submission Guidelines:

All interested companies can submit their Quotation to Equal Access Afghanistan organization, before

January 31st 2018, 2:00 pm local time through email to .

All official quotations should be attached with a cover letter bearing the applicant company’s stamp and update valid license copy. The documents providing Quotations should be in English.

For delivering hardcopies please follow below address; Taimany Street#08, House#506 – Kabul – Afghanistan or call: 0794278578 & 0786 770 380 for any elaborations.