TERMS OF REFERENCE FOR CALL CENTER SURVEY MESSAGING

Background

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Irembo’s values include continuously improving our processes which enhance user experience. Irembo call center receives a high volume of calls monthly, on average > 40,000 calls in a month. To improve efficiency and collection of feedback, surveys are vital. Accordingly, the call center will run both CSAT(Customer satisfaction) and NPS (Net Promoter) surveys in the form of automated messaging instead of call center agents having to manually collect feedback through phone calls.

This Terms of Reference (TOR) document outlines the objectives, scope, responsibilities, timelines , vendor requirements, and deliverables for implementing the call center survey messaging project

Objectives

The main objectives of the Call Center Survey Messaging initiative are as follows:

• Collection of NPS data to measure customer loyalty and identify promoters, passives, and detractors.
• Collection of CSAT data and gathering real-time customer feedback
• To provide actionable insights from feedback collected to improve customer experience and drive continuous improvement initiatives
• To foster a customer-centric culture within the organization
• To collect accurate data through efficiency and streamline customer data collection by eliminating manual processes

Scope

The scope of the Call Center Survey Messaging project includes the following elements:

• Implementing scripted survey messaging for NPS and CSAT Surveys that will be delivered to users after interactions with call center agents
• Monitoring and tracking survey responses and feedback
• Analyzing survey data and generating regular reports for review
• Training call center agents on the process flow of the surveys

Responsibilities:

This section defines the responsibilities of all stakeholders involved in this project

Call Center Management:

This includes the Call Center coordinator and the Customer Experience Manager

1. Oversee the implementation of survey messaging and ensure its integration into call center operations.
2. Provide the needful training to call center agents
3. Monitor survey responses and address any challenges or issues that arise during the data collection process.
4. Collect and analyze the data and provide recommendations to the CX team
5. Use data collected for improvement through initiatives that would run both in the call center and digital support channels

Survey Messaging Vendor/Provider

• Provide a CRM (Customer Relationship Management) tool that collects feedback and can provide Analytics, Tracking, and Monitoring of data, as well as sending automated reports.
• Create a streamlined workflow that effectively utilizes the CRM to gather responses for NPS and CSAT Surveys, aligning with the process flow guidelines provided by the Irembo team
• Collaborate with Call Center Management on Survey and CRM tool administration.
• Ensure that survey messaging complies with the Rwanda data protection law.
• Provide a Service Level Agreement document between Irembo and the vendor
• Provide an Account manager who would manage any change requests and support required from the provider
• Complete all necessary integrations within the agreed timeframe

Timelines

Internally (Irembo)

The project will commence on 1st August 2023 and is expected to be completed by 21st November 2023. It will be divided into 2 phases as per below:

• Phase 1- Project conception and definition: 31st July 2023 - 11th September 2023
• Phase 2- Project execution: 12th September 2023 - 21st November 2023:

Externally(Vendor)

From Development /implementation to Production, the project will commence on the 18th of October 2023 and is expected to be completed by the vendor on the 14th of November 2023. Regular progress updates will be provided both by Irembo and the stakeholders

Vendor requirements

The preferred vendor/ service provider must have the below requirements for a successful implementation of the project

1. Experience and Expertise: The service provider should have a proven track record of more than 3 -5 years in providing survey messaging solutions for call centers. They should have handled similar projects or offered similar solutions
2. Customization Capabilities: A reliable provider should offer customizable survey messaging solutions to tailor the surveys according to the specific needs and requirements of the Irembo Call center
3. Multi-Channel Support: Can deliver survey messaging across various communication channels, such as phone calls, SMS, email, and web-based surveys.
4. Automated Survey Administration: The service provider should offer automated survey administration to streamline the proposed workflow by Irembo
5. Compliance with Data Privacy Regulations: The service provider complies with Rwanda's Data Protection law
6. Scalability: The service provider must be able to scale their messaging capacity (if need be) to accommodate changes in the number of surveys or Irembo’s growth as a business.
7. Integration with CRM and Call Center Software: The service provider can seamlessly integrate with the Irembo call center software and the proposed customer relationship management (CRM) tool (which will be provided by the vendor).

Deliverables

The details of deliverables can be found Here OR requested on procurement@irembo.com

Irembo Ltd invites all interested and capable firms to submit their proposals in this regard. For full information about this tender, a Request For Proposals document in English may be obtained upon an email request sent to;  procurement@irembo.com 

The following administrative documents are required for the technical proposal to be considered:

• Copy of a trade license;
• A valid certificate issued by the Rwanda Social Security Board
• A valid tax clearance certificate issued by Rwanda Revenue Authority 

Enquiries regarding this tender may be addressed to:

The Chief Executive Officer

Attn: Procurement Office

E-mail: procurement@irembo.com 

Proposals in PDF must be sent to the above mentioned email No later than Friday, 18/08/2023 at 10:00AM (CAT).  Late bids will not be accepted. The tender reference number is: 05/01/Irembo/2023. Technical Proposals and Financial Proposals shall be submitted separately. 

Done at Kigali, on 11/08/2023

Israel BIMPE

Chief Executive Officer

Irembo ltd