Tender Board - Kingdom of Bahrain

Tender Details

Outsourcing of Call Center Agents

Tender Number: 439/2022/BTB (LF-196)

PA Ref Number: LF-196

Tender Description

Tamkeen seeks to outsource the call center resources to meet the potential increase in public need and to be more accessible to its customers. Additionally, recent operational improvements have allowed call center resources more direct authority and first call resolution, which enables them to serve customers faster and more efficiently. Tamkeen’s call center won ‘The Best Government Call Center Award’ in the Middle East for two consecutive years (2018 and 2019). The call center receives an average of six hundred (600) calls per day, ranging from new customer queries, service follow up calls and complaints.

Issued by: Tamkeen
Internal/External: External
Invitation Method: Public (LOCAL GCC)
Initial Bond: BD 1000
Bid Validity / Initial Bond Validity Period (Days): 180 days
Tender Fees: BD 100
Contract Duration: 3 Year
Is Alternate Bid Allowed: No
Publish Date: Wednesday, 15 June 2022
Purchase Before: Thursday, 07 July 2022
Closing Date: Wednesday, 20 July 2022
Opening Date: Thursday, 21 July 2022

Additional Notes

تسعى تمكين إلى الاستعانة بشركة توظيف لتوفير موظفين لمركز الاتصال لديها و ذلك لتلبية الزيادة المحتملة في عدد

استفسارات العملاء. حيث أن مركز الاتصال في تمكين يهدف إلى خدمة العملاء بشكل أسرع وأكثر كفاءة.

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How to Participate?

Those who are capable and wish to participate in the above tender have to purchase the Tender Documents online through the Bahrain Tender Board’s portal https://etendering.tenderboard.gov.bh starting from Wednesday, 15 June 2022
Bidders are requested to enclose with their bids the Initial Bond for the amount specified above or at the rate of 1% of the tender value whichever amount is lesser, provided that no initial bonds value shall be less than BD 100/-. (Except for the Two-envelope tenders).
For Two-envelope tenders, bidders, are requested to enclose with their bids the Initial Bond for the amount specified above.
The initial bond should be in the form of a Certified Cheque, Bank Guarantee, Insurance Policy or Cash (or as specified in the Tender Documents) valid for the duration specified above.
The bids deposit place: (As Mentioned in the Tender Documents)
This tender is subject to the provisions of the Tender Law issued by the Legislative Decree No. 36 of 2002, its amendments, and its Implementing Regulations issued by the Decree No. 37 of 2002.
In addition, these conditions have to be considered:
- Enclose copy of a valid Commercial Registration Certificate (CR) in line with the tender's subject.
- Enclose copy of a valid certificate of compliance with the employment percentages for Bahraini manpower (Bahranization Certificate) issued by the Ministry of Labour.
This advertisement is considered supplementary to the tender documents. In case of any discrepancy between the Advertisement and the Tender Document, the Tender Document prevails.
Micro, small and medium enterprises are eligible to obtain 10% preference in the financial evaluation stage, when submitting the "SMEs Classification Certificate" during bidding for this tender. The certificate is awarded by Ministry of Industry Commerce and Tourism to the SMEs and can be obtained when applying on the SMEs Registration System which can be reached via the following link: https://www.moic.gov.bh/en/eServices/sme
Vendors who are not registered in the Tender Board's e-tendering system shall be required to register through the below-mentioned link, and for assistance please contact the Tender Board through email helpdesk@tenderboard.gov.bh or call on Tel No. +97317566617.
For Registration

Inquiries

For further inquiries please contact on:

Tamkeen

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