Name: RSoft Technologies
Brand: RSoft

Objective:

To partner with firms, enterprises, startups, or contact centers to provide exceptional customer support for Airtel’s broadband, prepaid/postpaid phone, and TV services. This includes resolving customer queries and ensuring a seamless support experience for both existing and new customers.

Project Details:

Duration: 35 months.
Type: Inbound customer support.
Company Background: Airtel is a leading telecom provider in India, offering a wide range of services, including telecom, broadband, and television, to millions of customers nationwide.

Our Ideal Partners:

To expand into new markets and enhance customer support, we seek a professional contact center specializing in inbound call handling.

Selection Criteria:

Our selection process will prioritize the following

Proven Expertise: Demonstrated experience and success in BPO operations and call center services.
Payment Structure: Willingness to operate on a fixed pay-per-seat basis with weekly, fortnightly, or monthly payouts.
Infrastructure & Tools: A robust infrastructure with capabilities for predictive dialing, call recording, quality assurance, and training. Ability to use proprietary CRM systems and outbound infrastructure.
Scalability: Flexibility to ramp up or down based on business needs.
Workforce Recruitment: Capability to onboard skilled agents (up to 10 FTEs/week) with proficiency in native or near-native languages.
Innovative Solutions: Ability to offer creative and competitive strategies for enhanced customer experience.
Compliance: Background-verified employees and adherence to local labor laws and privacy regulations.

Contact Center Requirements:

Minimum starting team size: 20 Full-Time Equivalents (FTE), excluding supervisors or team leads.
Ability to expand the team by up to 20 FTEs without prior notice. For expansions beyond 20 FTEs, a 15-day written notice is required.

Training And Development

Airtel will conduct an initial “Train-the-Trainer” program and provide recorded calls for training purposes. Ongoing training for new recruits and implementation of quality feedback will be the contact center’s responsibility.

Infrastructure Standards

Internet: Minimum bandwidth of 100 Mbps.

Workstations:

Windows 10 desktops with Intel Core i3 or higher processors.
Minimum 2 GB RAM (4 GB preferred), 60 GB HDD, 17-inch monitors (19-inch preferred).
Access to Google Chrome and other standard tools.

Compliance

Adherence to local labor laws, privacy regulations, and health and safety legislation.

Compensation Model

Fixed Pay: ₹72,000 per seat/month, with monthly payments. This rate is subject to revision based on additional responsibilities and roles.

Performance Incentives: Additional payouts based on metrics such as customer satisfaction and call resolution rates.

Contract Duration: 35 months, with flexibility to scale from 10 to 100 seats as needed.

Desired Skills For Support Agents

Strong verbal communication and interpersonal skills.
Ability to handle and resolve inbound queries effectively.
Multilingual proficiency.
Proactive and customer-focused mindset.

Evaluation Process

Responses to this Request for Information (RFI) will be reviewed to shortlist potential contact centers. This evaluation will consider the feasibility and budgetary alignment of the proposals.

Next Steps:

A final decision will be communicated within 10 business days after submission of the RFI.
Selected contact centers will undergo a thorough compliance check and infrastructure inspection before project allocation.

Note: Bharti Airtel reserves the right to withhold project allocation if compliance standards are not met.