Bangladesh Telecommunications Company Limited Tender

Expression Of Interest for Firm For Inbound Call Center Service For Btrc The consultant%s duties and responsibilities will include but not necessarily be limited to the following (Details arc specified in the TOR) (a) Receiver user complaints about telecom services through inbound calls and emails. (b) Insight capture in CRM from Complaint box of BTRC web site (c) Escalate complaints from BTRC Web Box and Call Center to respective MNOs% through CRM. (d) Customer query, services and complaints management. (e) Social media and Website Chat Bot integration to redirect complaints to BTRC Complain Box. (f) IVR based Smart link for customers to register complaints through IVR and Complain Management box. (g) 24/7 Service Hour (Per Day):- Government Holidays- 63 Hours(08 Seat) & General day-78 Hours(10 Scats). (h) Delivery of report on a daily, weekly, monthly. Quarterly & yearly basis as per the requirements and prescribed formats of BTRC. The formats may be changed from time to time.