Project Inbound Customer Support For Shiprocket

Project Proposal Shiprocket Customer Support Solution

Project Objective

To collaborate with experienced firms, enterprises, startups, or contact centers for delivering exceptional inbound customer support to Shiprocket's existing and prospective customers.

Project Overview

• Duration: 35 months
• Type: Inbound Customer Support
• Company Background: Shiprocket is a leading logistics service provider across India, known for its robust and scalable delivery solutions. As part of our customer-first strategy, we aim to enhance our customer experience by partnering with high-performing contact centers.

Who We’re Looking For

To achieve our goal of expanding customer satisfaction, we seek professional Contact Centers with proven expertise in managing inbound customer support operations.

Selection Criteria

Contact Centers will be selected based on the following key parameters, prioritized in order:

1. Proven Expertise: Demonstrated excellence and experience in BPO operations or call center services, supported by a track record of successful projects.


2. Flexible Payment Models: Willingness to operate on fixed pay-per-seat models with periodic (weekly, fortnightly, or monthly) payouts.


3. Robust Infrastructure:
   
   
   • Predictive dialing capabilities
   • Call recording systems
   • Internal quality assurance and training modules
   • Ability to provide CRM and outbound tools. Call recordings must be made available upon request.


4. Scalability: Flexibility to manage workforce ramp-ups and ramp-downs as per business needs.


5. Quality Recruitment: Ability to hire skilled, multilingual professionals at the rate of 10 Full-Time Equivalents (FTE) per week.


6. Innovation and Creativity: Capacity to propose “out-of-the-box” solutions for delivering competitive advantages.

Important Compliance Notes:

• All employees, whether direct or subcontracted, must have a clean criminal record.
• The company will not bear liability for employee-related crimes or misconduct by the Contact Center or subcontractors.

Expectations from Contact Centers

1. Team Composition:
   
   
   • Minimum initial team size of 20 FTE (excluding team leaders and supervisors).
   • Capability to scale up by an additional 20 FTE without prior notice.
   • For team expansions exceeding 20 FTE, a 15-day prior notification is required.
2. Training:
   
   
   • Shiprocket will provide a comprehensive “Train the Trainer” session and recorded calls.
   • Ongoing training for new hires and adherence to quality feedback is the responsibility of the Contact Center.
3. Compliance: Ensure adherence to data privacy regulations, local health and safety legislation, and labor laws in the operational region.


4. Technical Requirements:
   
   
   • Internet bandwidth: Minimum of 100 Mbps.
   • Workstations with the following specifications:
   • Windows 10, Pentium Core i3 or higher
   • Minimum 2GB RAM (4GB recommended)
   • 60+ GB HDD
   • 17” monitor or larger
   • Google Chrome installed
5. Service Infrastructure: Self-funded infrastructure, including internet access, phone lines, headsets, switches, and software. Tools to efficiently manage customer inquiries via phone, email, or chat.

Compensation and Payout

• Fixed Payout: ₹63,000/seat/month, with payments processed every 30 days.
• Performance Incentives: Additional incentives based on agreed KPIs.
• Contract Term: Initial term of 35 months, with the flexibility to extend. Contact Centers can scale operations up to 100 seats or reduce them to a minimum of 10 seats as required.

Manpower Requirements

We require highly skilled individuals who possess:

• Strong communication and interpersonal skills.
• Ability to handle inbound calls effectively and resolve customer queries.
• Proactive problem-solving abilities and customer-focused service skills.
• Multilingual capabilities to cater to diverse customer bases.

Evaluation Process

Contact Centers must submit responses via our qualification form, including detailed information about their capabilities and proposed costs. Submissions will be reviewed to assess feasibility and alignment with Shiprocket’s objectives.

Please note:

• This Request for Information (RFI) is for planning purposes and does not guarantee the award of a contract.
• Business Drive reserves the right to perform background checks, conduct compliance inspections, and decline partnerships if requirements are not met.

By collaborating with us, Contact Centers have the opportunity to contribute to the customer experience of one of India’s most trusted logistics companies while achieving mutual growth.