Procurement of Call Centre Solution for Several Offices in Uganda

The United Nations Office on Drugs and Crime Regional Office for East Africa (UNODC ROEA) invites qualified interested firms to submit Expression of Interest (EOI) to participate in the upcoming solicitation for Supply, delivery and installation of Call Centre Solution for Several Offices in Uganda. The United Nations Office on Drugs and Crime Regional Office for Eastern Africa (UNODC ROEA) is looking to procure Call Centre Solution sevices and equipment as below: 1. Call Center Software: Software that provides automatic call distribution, call monitoring, and call recording features. 2. Phone System: VoIP phone system that supports high-quality audio, call routing, and call queuing. 3. CRM: A CRM system that allows agents to manage individual interactions and track individual history. 4. Helpdesk System: The call center should be equipped with a helpdesk system that allows agents to manage customer issues and support tickets. 5. Data Network: A data network that provides sufficient bandwidth, high speed, and a secure and scalable network topology. 6. SMS Services: SMS are commonly used for providing specific details to the relevant stakeholders. An integrated SMS solution will enable the call center agents to send the required information to the stakeholders. 7. Monitoring Screen: A large monitoring screen that displays call information and helpdesk ticket information in real-time. 8. Training: Regular training sessions for agents on call handling, customer service, and product knowledge. 9. Quality Assurance: A quality assurance program that includes regular call monitoring, agent coaching, and feedback. 10. Performance Metrics: Track performance metrics such as average handle time, first call resolution rate, stakeholder satisfaction, and agent productivity. • Provide evaluation services for the UN interested stakeholders with an overall independent assessment of the performance of the ‘Maritime security in the Red Sea area’ programme, with attention to the diffe