Project Overview:
Objective:
To engage firms, enterprises, startups, or contact centers in delivering seamless chat
support for Swiggy’s customers.
- Duration: 47 months (Renewable)
- Project Type: Inbound Chat Support
About the Project:
At Swiggy, chat support is the preferred mode of communication, with over 70% of customers
opting for it over calls. While chatbots handle most level 1 interactions, human
intervention is required for escalated cases, which will be managed by your team.
Scope of Work.
- Address customer queries escalated by chatbots through Swiggy's app.
- Coordinate with delivery partners (PDPs) and stores to resolve issues.
- Handle queries related to order status, cancellations, delivery instructions, and
location issues.
- Build rapport with customers, delivery partners, and stores to ensure smooth
resolutions.
- Maintain records of interactions, transactions, complaints, and resolutions.
Selection Criteria:
Contact Centers will be evaluated based on
- Experience Proven expertise in BPO operations and chat support services.
- Payout Flexibility Willingness to work on a fixed pay/seat model with weekly,
fortnightly, or monthly payouts.
- Infrastructure Robust computing infrastructure and management capabilities.
- Scalability Ability to ramp up or down based on business needs.
- Workforce Recruitment Capacity to onboard up to 10 FTEs/week, with a strong focus on
language proficiency.
- Innovation Creative solutions that provide competitive advantages.
- Communication Ability to conduct discussions and business transactions in English.
Additional Notes:
- Subcontracting is prohibited without prior written consent.
- All employees must have a clean criminal background.
Requirements for the Contact Center:
- Minimum 10 FTEs per language (excluding team leaders/supervisors).
- Scalability up to 20 FTEs without prior notice. For increases beyond 20 FTEs, a
15-day notice and written approval are required.
- Initial "Train the Trainer" sessions and recorded training materials will be
provided by Swiggy.
- The center must handle ongoing training for new hires and comply with quality
feedback from Swiggy.
- Adherence to local labor laws, privacy regulations, and health and safety standards.
Infrastructure Requirement:
Internet:
- Minimum 50 Mbps reliable connection.
Workstations:
workstation ratio with the following specifications
- Windows 10 desktops
- Intel Core i5 or higher
- 4GB RAM or more
- 60GB HDD
- 17” or larger monitors with 1024×768 resolution (19” recommended)
- Chrome browser
Compensation
Fixed Payout:
- ₹68,000/seat/month (including GST)
- Performance-based incentives available.
- Monthly payments, subject to revision based on responsibilities and roles.
- Flexibility to scale from 10 seats to 100 seats based on business requirements.
- Initial training sessions and recorded call samples will be provided.
- Ongoing training for new hires and adherence to quality feedback is required.
Infrastructure:
- Reliable internet connection with at least 200 Mbps bandwidth.
- Workstations for agents (1:1 ratio) equipped with.
- Windows 7 or higher with Pentium i5/i7 processors
- 4 GB RAM (8 GB recommended)
- 500 GB HDD, 17” monitors (19” recommended)
- Google Chrome and standard office tools
Required Manpower:
Ideal candidates should:
- Skilled in outbound sales and lead generation
- Strong communication and persuasive abilities
- Proactive problem-solving and customer service skills
- Multilingual capabilities to cater to diverse clientele
Evaluation and Review Process
- Responses to the RFI will be reviewed for informational purposes and feasibility.
- Selection/rejection decisions will be communicated within 10 business days.
- Business Drive retains full rights to approve or decline centers based on
compliance, background checks, and inspections.
