Bangalore Electricity Supply Company Limited Tender Result

The Scope of the contract will include the following: 1. Providing the manpower services of Sl No. Designation Regular Staff in Nos. Buffer Staff in Nos. Total Quantity in Nos. including Buffer staff 1 Customer Support Executive 300 75 375 2 Team Leaders 18 05 23 3 Team Managers 03 01 4 to BESCOM for a period of One Year. 2. The bidder shall provide Manpower Services for the integrated 24 X 7, 100 Seater Helpline at Centre of Excellence, HSR layout, BESCOM, Bangalore. The integrated BESCOM Customer Helpline has to work round the clock (3 shifts) through the professional Manpower. Consumers call Customer Helpline Number 1912. The Helpline has multi-channel complaint Registration Facility modes (Phone, SMS, Online, E-mail, Facebook, Twitter and other modes). 3. The bidder shall provide 300 (100 in first shift, 100 in second shift, 100 in third shift and 75 as buffer) Customer Support Executives for receiving and closure of complaints received from the Consumers. The engaged manpower personnel has to work in shift basis around the clock. 4. The Bidder shall provide 23 Team Leaders (06 in first shift, 06 in second shift, 06 in third shift and 05 as Additional Man Power to compensate weekly off (Buffer)). The Team Leaders have to manage the activities of the Helpline and generate various MIS reports indicating the number of complaints, nature of complaints received, complaints attended, complaint pending and reasons for not attending the complaints (Section/subdivision/division/circle/ zone wise) and other works assigned by the BESCOM officers. 5. The Bidder shall provide 04 Team Managers (01 in first shift, 01 in Second shifts, 01 in third shifts and 01 as Additional man power to compensate weekly off (Buffer)). The Team Manager, who will be answerable to the BESCOM regarding the activities of the Helpline i.e., the team Manager has to monitor all the activities of helpline activities and supervise the complaints till closure as per KERC norms and to co-ordinate TMs and CSEs.