| Ministry/Division |
: |
Ministry of Post, Telecommunications & Information Technology |
| Agency |
: |
Bangladesh Telecommunication Regulatory Commission (BTRC) |
| Procuring Entity Name |
: |
Director, Administration Division, BTRC |
| Procuring Entity Code |
: |
Not Applicable |
| Procuring Entity District |
: |
Dhaka |
| Expression of Interest for Selection of |
: |
Consulting Firm (National) (Lump-Sump) |
| Title Of Service |
: |
The Selection of a Firm to provide Inbound and Outbound Call Center Services for BTRC, in order to address Subscriber Complaints Regarding Telecommunication Services. |
| EOI Ref. No. |
: |
14.32.0000.000.400.07.0008.25.1257 |
| Date |
: |
17/09/2025 |
KEY INFORMATION
|
| Procurement Sub-Method |
: |
Quality and Cost Based Selection(QCBS) |
FUNDING INFORMATION
|
| Budget and Source of Funds |
: |
Own Funds GOB |
| Development Partners |
: |
Not Applicable |
PARTICULAR INFORMATION
|
| Project/Programme Name |
: |
Not Applicable |
| EOI Closing Date and Time |
: |
09/10/2025 02:00PM
|
| Publication Date |
: |
21/09/2025
|
INFORMATION FOR APPLICANT
|
| Brief Description of Assignment |
: |
The Bangladesh Telecommunication Regulatory Commission (BTRC) intends to upgrade its existing Call Center-100 to enhance stakeholder communication and feedback management. The assignment involves modernizing the call center by integrating advanced technologies for the efficient handling of complaints, queries, and feedback. The Key objectives include improving operational efficiency, deploying intelligent complaint and query management systems, enabling omni-channel and automated customer interactions, utilizing data analytics for actionable insights, and introducing a voice-bot system to facilitate natural voice communication with users.
This assignment includes, but is not limited to, the above-mentioned components. Detailed Terms of Reference (TOR) and other relevant information are available on the BTRC website: www.btrc.gov.bd
|
| Experience, Resources and Delivery Capacity Required |
: |
a) Must submit valid and updated Trade License, TIN, VAT, Incorporation Certificate, and Income Tax Certificate.
b) Must be a local company with at least 05 years of experience in the call center/BPO industry, serving both local and global clients and must have experience in 24/7 inbound and outbound call center operations.
c) Must have worked with Government/Banks/Multinational Organizations in the last 2 years.
d) Minimum capacity of 80 seats, with at least 50 seats currently in operation.
e) Own platform development team for CRM, workforce management and support for SMS and IVR systems in call center operations.
f) Must have training facilities.
g) ISO 9001:2015 certified for Quality Management Systems.
h) Quality control and reporting to meet Quality Standards Definition Document (QSDD).
i) Last 03 years' financial audit reports must be submitted.
j) Annual turnover of at least Tk. 3 Crore for the previous year.
k) The minimum amount of Liquid assets of the firm shall be TK. 1 crore. (Certificate for providing available liquid assets must be issued 03 (Three) months from the date of tender submission).
l) Must provide necessary evidence, including completion certificates to prove compliance with eligibility requirements.
|
| Other Details (if applicable) |
: |
Submission of the EoI should be made in a sealed packet bearing the name and address, EoI No. and date and be addressed to the EoI issuing authority in 02 (Two) copies, including 01(One) “ORIGINAL” in a separate packet, in the form of book binding. Both the “ORIGINAL” and the “COPY” shall be covered within a single packet. The bidder must number the pages serially on every page of the submitted EoI document. In addition, a soft copy of the relevant EoI documents should be saved on a pen drive and submitted.
Detailed ToR and other relevant information are available at BTRC website (www.btrc.gov.bd) and Late submission will be rejected.
|
| Association with foreign firms is |
: |
Not Encouraged |
| Eoi Detail Information |
|---|
| Ref No |
Phasing Of Services |
Location |
Start Date |
Completion Date |
| 14.32.0000.000.400.07.0008.25.1257 |
Single |
Dhaka |
From contract award |
50 Days |
|
PROCURING ENTITY DETAILS
|
| Name of Official Inviting EOI |
: |
Mohammad Rohol Amin |
| Designation of Official Inviting EOI |
: |
Director, Administration Division |
| Address of Official Inviting EOI |
: |
E-5/A, Agargaon Administrative Area, Sher-e-Bangla Nagar, Dhaka |
| Contact details of Official Inviting EOI |
: |
Phone : +880255667766 (Ext.-105), Fax : , Email : secretary@btrc.gov.bd |
| The procuring entity reserves the right to accept or reject all tenders |
