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SOW for Tele-verification Contact Center Services_Version:2016

Annexure 1

AIRCEL STATEMENT OF WORK

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INSTRUCTIONS TO SERVICE PARTNERS

1. The following is the structure of the Statement of Work (SOW) that Service Partner is expected to
follow. The Operational specifications should be treated as mandatory technical scope of work
byService Partner. It is the responsibility of the Service Partner to ensure that all the requirements in
the SOWare addressed under our agreement.
2. Except as otherwise set forth in this SOW, this SOW incorporates by reference, and is deemed to be a
part of, the Legal Agreement.

Table of Contents

1. Introduction..................................................................................................................................................4
2. Scope of Work..............................................................................................................................................4
3. People...........................................................................................................................................................4
3.1. Organization Structure..........................................................................................................................4
3.2. Operations Team...................................................................................................................................4
3.3. Manpower Ratios..................................................................................................................................4
3.4. IT Support.............................................................................................................................................5
3.5. Contact Center Analytics Team.............................................................................................................5
3.6. Governance..........................................................................................................................................5
3.7. Human resources..................................................................................................................................5
3.8. People selection and grooming.............................................................................................................5
3.9. Training.................................................................................................................................................5
4. Process.........................................................................................................................................................7
4.1. Telecom Process...................................................................................................................................7
Inbound Activities –..........................................................................................................................................7
Outbound Activities –.......................................................................................................................................8
4.2. Functional Requirements......................................................................................................................9
4.3. Innovation and Quality.......................................................................................................................10
4.4. Knowledge Management....................................................................................................................10
4.5. Innovation Focus.................................................................................................................................11

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4.6. SLAs and KPIs......................................................................................................................................11
4.7. Analytics & Reporting.........................................................................................................................11
4.8. Outsourcing Guidelines.......................................................................................................................12
4.9. Termination:.......................................................................................................................................12
5. Information Security...................................................................................................................................13
6. Infrastructure..............................................................................................................................................14
6.1. Technology..........................................................................................................................................14
6.2. Physical infrastructure........................................................................................................................14
6.3. Power Backup.....................................................................................................................................15
6.4. Environment Protection......................................................................................................................15
6.5. Physical Security Systems....................................................................................................................16
7. Capability / Experience and Compliance....................................................................................................16
7.1. Language Capabilities.........................................................................................................................16
7.2. Ability to provision services in required time-frame...........................................................................16
8. Business Continuity / Disaster Recovery Plans............................................................................................16
9. Regulatory Compliance...............................................................................................................................17
10. IT Security and Policy..................................................................................................................................17
11. Commercial Compliance.............................................................................................................................17
12. Legal...........................................................................................................................................................17
13. Audit...........................................................................................................................................................17
14. Performance, Reward and Penalty Metrics.................................................................................................18
15. Forecast for call volume, AHT and commercial levers.................................................................................21
16. Short Calls....................................................................................................................................................22

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1. Introduction
The following sections describe the operational specifications that shall be used for delivery of services for the
Tele-verification Contact Centre. The operational specifications are abiding for all the processes and locations
as proposed by the Service Partner.

2. Scope of Work
To operationally manage Inbound Tele-verificationcall centers for AIRCEL’sOrissacircles as per the guidelines
defined. Service Partner will be responsible for providing & managing leased lines between AIRCEL &Service
Partner’s Call Center premises.
To also manage outstation customer reference calling process as per the guidelines defined. Service partner is
expected to make outbound voice calls for outstation customer reference calling process for Aircel for and
other outbound Tele Verification related activities. The Service Partner will be responsible for providing and
managing the IVR and dialer aligned to the process.
The service partner is expected to setup Call Center(s) centrally or de-centrally at a location mutually agreed as
per the Operational & cost efficiency of the service partner considering the scope of future expansion and
deliverables as per below scope of work

3. People

3.1. Organization Structure


The Service Partnermust provide a 4 tier organization structure covering the strategic, operational,
migration and project management roles. Operations, migration and project management teams should
be exclusive to Aircel Operations

The Service Partner should have a defined organization structure with clearly defined job description,
roles and responsibilities for each position.

3.2. Operations Team


a. The individuals designated to perform the role of Project Manager, Team Leaders and Transition
managers for the Aircel Contact Center should have adequate relevant experience on managing
operations of such scale.
b. Project Managers and Team Leaders should have mandatory experience in handling domestic telecom
contact center operations
c. The individual designated as Business Continuity Manager shall be responsible for handling business
continuity and disaster management operations. Such individual shall act as a Single Point of Contact
to coordinate crisis management and communication with Aircel.

3.3. Manpower Ratios


It is expected that the partner would be following the accepted norms of manpower deployed in the call center.

Project Phase Post Project Phase


Inbound &
Supervisory Staf Outbound Inbound Outbound
TL to Agents 1:20 1:25 1:25
QA to Agents 1:30 1:75 1:50
Trainer to Agents 1:70 1:100 1:100
AM to Agents 1:100 1:125 1:100
QTL to agents 1:200 1:200 1:200
Q Manager 1 for 3 or more circle / > 150 Seats />300 FTEs
Training Manager 1 for 3 or more circle / > 150 Seats />300 FTEs
Operations Manager 1 for 3 or more circle / > 150 Seats />300 FTEs
Account Head 1 for 3 or more circle / > 150 Seats />300 FTEs
MIS Resource Minimum 1 - Dedicated for Aircel Process/ 24*7 Support

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KB SPOC 1

3.4. IT Support
 Service Partnershall provide a dedicated IT support team dedicated for Aircel Operations throughout the
operational window, physically present at the call floor.

3.5. Contact Center Analytics Team


 The Service Partner shall deploy a team with experience in Contact Center Analytics and workforce
planning to ensure consistent Service Level delivery on the forecasted volumes

3.6. Governance
 The Service Partner shall have a governance model for managing the on-going relationship (a.) Strategic
and Contractual (b.) Operational.The governance model shall clearly indicate the participants from
Service Partner side, their roles, accountability, and expectations. The Service Partner shall have a
clearly defined escalation matrix for resolution of any issues that the Aircel may have with the operations
of the Service Partner

3.7. Human resources


a. The Service Partner shall ensure that resources with minimum agreed upon qualification (under
graduate / 10+2) and experience are deployed on the project.

b. Service Partner should adhere to Labor Laws and other HR best practices to ensure healthy and
motivated workforce.
c. The Service Partner shall employ methods for Early Warning System (RYG) and control manpower
attrition. Attrition levels shall be regularly monitored, analysed and minimized for delivering high
performance levels.
d. The Service Partner shall have the on-boarding process and tools used for the new Executives

3.8. People selection and grooming


a. The contact center shall have pre-defined parameters that would be considered for the selection of
the potential candidates for the role of contact center.Executives along with minimum
criterion(number of years of relevant experience, educational qualification, soft skill and other
certifications, language proficiency etc.) shall be employed for call management.
b. The Service Partner shall strictly follow a merit based selection policy.
c. The recruitment process shall include written and oral tests conducted before an employee is offered
the role of aCall Centre Executive for call management. Tests should gauge executive skills set around
language proficiency, soft skills, situation handling and telecom knowledge.
d. The Service Partner shall ensure that at least one round of interviews and hiring assessment is done
by process leadership from operations, quality or Training.
e. The Service Partner shall ensure that hiring for supervisor / leadership level is done with sign off from
the operations manager / campaign manager post relevant experience check and competency
assessment
f. The Service Partner shall have a well-defined Reward and Recognition process for agents and the
leadership team basis their monthly Stack score / Ranking or other criterion defined prior to the
contest roll out. Only Green band agents should qualify for any Reward and Recognition.
g. The Service Partner shall have the career development process catering to the executives of Mass
Contact Centre.
h. The Service Partner shall have a defined Career Development process for the agents and leadership
team basis their Stack score/ranking.
i. The Service Partner shall incentivize the Green Band agents for their better performance by an
additional variable payout/ bonus or rewards.

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3.9. Training
a. Service Partner should follow a structured approach and methodology for training executives as per
Aircel guidelines. The Aircel training guidelines will include (but are not restricted to) Pre and Post
Training assessment, Refreshers, Trainer Selection and adherence to Aircel Training and Training
norms etc.
b. All executives must be regularly trained and updated about Aircel and its processes, products and
services and policies so that they are able to provide extremely high quality service to its customers.
c. Aircel will have the right to check the quality of executives as and when required (through periodic
audits conducted by Aircel training team). In case any executive is found lacking in processes /
services or resident interaction skills etc. Service Partner will be required to take necessary remedial
action within the time as stipulated by Aircel.
d. All Executives in addition to Service Partner’s training programs must undergo the initial Aircel
induction program around Aircel Products, Services, Process Training and Communication Skills
Training as per the defined/agreed timetable & module approved by the Aircel.
e. The Service Partner shall have various training modes and process for each mode adapted in detail
(classroom training, simulations, online tutorial, experiential learning, one-to-one coaching etc.)
f. The Service Partner shall have structured processes and tools around following activities –
i. New Hire Induction Training (NHIT) - Duration, Training content etc.
ii. Training Need Analysis (TNA)
iii. Re-fresher Roll out Mechanism and Update cascade
g. The Service Partner should cater to training hours (technical and soft skills) agreed between the
Service Partner and Aircel for executives as required to ensure the service quality.
h. The Service Partner shall have a well-defined TNI based refresher training mechanism and structured
programme for improving Red band/ bottom quartile agents
i. The Service Partner shall have various assessment techniques and calendar for JKQ, briefing dipstick
and KB dipstick for executives
j. The Service Partner shall have dedicated training rooms with following infra compliance:
 1:2 PC
 Adequate / comfortable chairs
 Comfortable air conditioning

 LCD Projector, White screen, Speaker & whiteboard in working condition

k. The Service Partner shall ensure that the training / learner PCs in training room meet the following
requirement:

 Windows XP Pro with SP3 or Windows 7


 Internet Explorer Version 8 only
 2 GB RAM
 80 GB disk space
 Intel G31 Chipset
 Intel Core 2 Duo E7200 processor(2.53 GHz)
 Intel GMA 3100 Integrated Graphics Card
 Internal Speakers
 USB Full Keyboard and Optical Mouse
 No Diskette Drive and DVD ROM
 Gigabit Ethernet PCI/PCIe tower (4X5)
 LAN / Internet connectivity
l. The Service Partner shall ensure that all the applicable applications are installed on training / learner
PCs & working properly
m. The Service Partner shall ensure that none of the training batch size exceed 25 trainees for any
training

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n. The Service Partner shall ensure that the trainers undergo a Facilitator calibration and certification
every six months by the Aircel team
o. The Service Partner shall ensure that all the trainings should be done using Aircel defined and
approved modules and guidelines
p. The Service Partner shall ensure that adequate system navigation and application hands on is
provided to all trainees on all the relevant applications during the training
q. The Service Partner shall ensure that an updated repository of role plays and call recordings is
maintained and adequate role plays are done/ call recordings are played for top call scenarios
r. The Service Partner shall ensure that regular briefing updates and key observations from call audits
from Quality team are shared with the trainees
s. The Service Partner shall ensure that adequate fun, motivational, team bonding exercises,
motivational & service attitude quotations and videos are conducted/shared during the training
sessions
t. The Service Partner shall define a Reward and Recognition programme for rewarding trainees during
training and post certification / on graduation
u. The Service Partner shall provide trainees with adequate Y-Jack, buddy up and mentor mentee
exposure in order to handle the calls efficiently post go live
v. The Service Partner shall define the trainer KPIs and a weekly trained scorecard and stack ranking shall
be published to review the trainer performance
w. The Service Partner shall ensure that the trainers log in and answer minimum defined calls on a
monthly basis as defined by Aircel. Minimum call audits per trainer per month should be conducted as
defined by Aircel
x. The Service Partner shall ensure compliance to the Aircel defined certification process. The
certification records and reports shall be shared with Aircel as per requirement
y. The Service Partner shall have various training tools to be employed for executive trainings
z. The Service Partner must ensure training of respective staff on business continuity and disaster
recovery procedures and implementing a process to obtain immediate access to such procedures in a
disaster situation.
aa. The Service Partner shall maintain the records of all such training activities and produce same as per
Aircel requirement

4. Process

4.1. Telecom Process

Inbound Activities –
a. The Service Partner will be required to handle calls of Aircel customers as per the respective skill-set
and KPI’s as defined in this SOW

a. The Service Partner should be able to answer inbound calls in all regional languages as per Aircel
requirement including English & Hindi
b. The executives will be required to capture customer details and approve/decline/put on hold
customer activation as per the process in the system directly as per Aircel processes
c. The Service Partner shall maintain an updated database of CRM / ACD Ids of all the agents mapped
to the Aircel process. The training team shall raise request for creation of ID for new joinees/ trainees
as per the Aircel defined format and process and delete IDs for agents who are not certified or have
attriated in training.
d. The Service Partner shall ensure constant monitoring of ID misuse of attriated / absent agents and
ensure immediate deletion of IDs for attriated/ absconding agents.

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e. Service Partner shall be responsible for any use or misuse of all such rights by Service Partner’s
manpower. Further any financial implication on Aircel on account of misuse of rights by Service
Partner’s manpower will be borne by Service Partner and shall be deducted from the subsequent
monthly bills raised by the Service Partner
f. Service Partner shall implement a strict quality regimen for the center with a clearly defined Zero
tolerance Policy. For all instances falling under ZTP as mentioned below, the employment of the
agent will be terminated within 24 hours
i. Call Disconnection/ Avoidance
ii. Misusing customer information
iii. Being abusive Irate or Rude with customer
iv. Accessing customer information for reasons other than resolution of customer query
v. Accessing any Aircel official number for reasons other than resolution of a query
vi. Using system in any way for personal benefit
vii. Flirting with the customer
viii. Manipulating with hardware / software to escape call recording
ix. Playing games on the system (Computer) while on customer call
x. Asking for CSAT on call / calling the customer for same / doing extra tagging for CSAT
xi. Sharing of CRM Id and/or Avaya Id
xii. Call Ignorance (customer’s call being left unattended for any reason whatsoever)
xiii. Agent deliberately putting himself on “others / extension busy” while he is logged in
xiv. Putting customer on hold and going on break
g. Service Partner shall ensure that any agent with a tenure of over thirty days in the Aircel process and
in Red performance band basis stack score/ranking continuously for 2 months, will be put on
Performance Improvement Plan for 30 days. During the PIP period, various interventions shall be
made for improving the agent performance and abridging him/ her to Yellow/ Green performance
band.
i. Constant performance monitoring and feedback
ii. Product Refreshers
iii. Weekly JKQ and KB dipstick audits
iv. Daily mandatory briefing dipstick
v. Attending weekly call listening sessions
vi. Having 3 audits per week instead of 2
The PIP form shall be signed off by the agent, his team leader and operations manager and filed with
HR. In case of no improvement in performance and the agent continuing to operate in Red
performance band after 1 month of PIP (2 months of nonperformance + 1 month of PIP), the agent
shall be removed from the Aircel Operations.
h. 100% Call Recording to be ensured by Service Partner and the same to be stored for minimum 3
months on the online system and for another 6 months in retrievable format. This requirement may
change as per Regulatory / DoT requirements from time to time
i. Service Partner has the flexibility to use any call Logger
j. A detailed MIS to be published by Service provider as per agreed frequency and format. A dedicated
MIS resource with access to Microsoft office is must at each center. Aircel Reserves rights to demand
for additional reports as per business requirement. All such reports / data points to be arranged
within 24 Hours from the request placed

Outbound Activities –
a. Service partner is expected to make outbound voice calls for Aircel for Tele Verification activities like
Outstation customer reference calling
b. All such activities ( Aircel O/B campaign ) would be time bound and payable at as per agreement
c. The Service Partner should be able to make outbound calls in all regional languages as per Aircel
Outbound Contact Centre requirements including English & Hindi

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d. The campaign script will be as per directions given by Aircel. The partner should strictly adhere to the
scripts provided by Aircel.
e. The service partner must use only Aircel mobile numbers for out-calling activities of Aircel. In case of
auto-call dialers the service partner is required to integrate/provision Aircel mobile numbers
approved by Aircel with its auto-dialers at service partners own cost. For any telemarketing related
outbound activity Service Partner needs to comply to TRAI guidelines and use CLI as defined by TRAI
for telemarketing series
f. The Outbound team must attempt each no–contact call at least thrice before declaring the following
as un-contactable. Preferably first 2 attempts to be made on the first day on different timings and the
third attempt to be made on the subsequent day
g. On the basis of Campaign ,the Outbound team is expected to provision customers’ query, request or
complaint directly in the system during or at the end of the call as per the process and rights by Aircel
through its applications
h. The executives will be required to raise capture customer details and approve/decline/put on hold
customer activation as per the process in the system directly as per requirement of the outbound
campaign.
i. Specific cross-sell/up-sell campaigns shall be subject to meeting conversion targets and audit
verification norms on the basis of mutually agreed commercials.
j. The Service Partner shall conduct team briefings before start of each shift to update executives with
new products/processes/services of Aircel (as and when required) and will ensure adherence to the
Communication Process.
k. The Service Partner must keep Aircel updated for new user IDs required due to additional hiring or
Previous user IDs to be blocked or deleted in case of resignation/termination of any Outbound
Contact Centre executive
l. Service Partner shall be responsible for any use or misuse of all such rights by Service Partner’s
manpower. Further any financial implication on Aircel on account of misuse of rights by Service
Partner’s manpower will be borne by Service Partner and shall be deducted from the subsequent
monthly bills raised by the Service Partner.
m. 100% Call Recording for all up selling campaigns / confirmation Calls to be ensured by Service Partner
and the same to be stored for minimum 3 months on the online system and for another 6 months in
retrievable format. This requirement may change as per Regulatory / DoT requirements from time to
time.
n. Service Partner has the flexibility to use any call Logger which supports the current ACD setup and is
certified by Aircel.
o. A detailed MIS to be published by Service provider as per agreed frequency and format. A dedicated
MIS resource with access to Microsoft office is must at each center. The following Supervisory
Process reports/ dashboards to be circulated by the Partner on a daily / weekly / monthly basis
which must have the following:
 Target base attempted
 Successful contacts
 Successful conversion / activation
 Target Vs. Achievement
 No of seats deployed for the day / week/ month
 No of hours operated
 Productivity report per seat
 Dialer disposition code
 Unique/ overall tagging %
p. Aircel Reserves rights to demand for additional reports as per business requirement. All such reports
/ data points to be arranged within 24 Hours from the request placed
q. Service partner should strictly maintain data confidentiality and under no circumstances AIRCEL data
base should not be shared with any third party without approval of AIRCEL authorities.

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r. In case the Service Partner chooses to partner with ABS / Aircel Enterprise as its bandwidth Service
Partner for the Outbound Contact Center then the Service Partner shall have end to end ownership
of the SLA's and uptime requirements from ABS / Aircel Enterprise. The cost of bandwidth to be
borne by the service partner only.
s. Service Partner must have the monitoring tools for network/BW management.

t. Any violation of on-boarding regulation or process as specified by DoT/ TRAI will be subject to
penalty as per DOT guidelines at the service providers own cost.

4.2. Functional Requirements

Hours of Operation – Operational timings for Aircel Tele-verification Contact Centre shall be 24/7, 365/366
days a year for inbound and Outbound Call Center Services shall be 12/7, 365/366 days a year

a. Language Support –
i. For the Tele Verification Contact Centre operations, the Service Partner shall provide 24 hour
services in all the Aircel mandated languages of the Aircel Telecom Circles catered.
ii. Proficiency of spoken language (Regional / English / Hindi) should meet Aircel requirements. This
would be periodically measured through Mystery Audits from Aircel and 100% scores are
expected on the same. This is a mandatory requirement and has to be ensured by the Service
Partner at all times. Failure to meet this criteria even post Aircel alerts / notice can even lead to
pull back of the particular Circle operations from the Service Partner without any liability to
Aircel.
b. The Tele Verification Contact Centre must have a dedicated team to manage call escalations and the
executives must be adequately skilled to perform the same.
c. The Contact Center agents must provide call resolution basis standard Operating Process defined for all
Query, Request and Complaint scenarios.
d. The Service Partner is expected to handle all the standard contact center processes like customer detail
validation, data entry, customer activation and escalations. Hence, the executives are required to have
adequate knowledge of these processes.
e. The floor/area earmarked for Aircel Contact Centre operations at the Service Partner premises shall be
branded with Aircel signage, posters, danglers etc.

4.3. Innovation and Quality


a. The Service Partner shall have documented policies & procedures to monitor quality of service rendered
through multiple channels in the contact center. The quality related policies and best practice must cover
call transactions, call center processes and overall efficiency improvement.
b. The policies and procedures shall clearly outline various quality measures, sampling techniques, minimum
sample sizes etc. for monitoring quality across multiple channels.The Quality Team of the Service Partner will
conduct at least 2 monitors per Agent, per week and provide documented feedback signed off by the Agent
and the Quality Auditor.
c. The Service Partner shall have a quality plan for managing the contact center operations of Aircel.
d. The Service Partner shall also have the group comprising of type and number of quality certifications held by
individuals within the organization who shall be available for managing the contact center for Aircel.
e. The Service Partner shall have detailed quality monitoring policies and procedures for KPI delivery
f. All front -line executives shall be empowered in-line with Aircel guidelines taking into consideration the
business objectives of the Aircel Tele Verification Contact Centre. These guidelines shall be shared by Aircel
with the Service Partner.
g. The Service Partner shall follow Customer Experience improvement approach towards improving efficiency
& quality to ensure long term efficiency gains. This will be in addition to the proposed processes and best
practices to meet the KPI's and SLA's defined later in the document.
h. Aircel reserves the right to randomly audit the service quality at the Tele Verification Contact Centre and the
Service Partner shall support with infrastructure to facilitate the same.
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i. The Service Partner shall have various feedback mechanisms to be implemented for the Tele Verification
Contact Center. Service Partner is expected to manage the feedback from 2 sources (one internal to Service
Partner and the second from Aircel quality scores) for Quality Monitoring including a quality reporting
calendar (daily, weekly, monthly, quarterly and annual).
j. The Service Partner must have a detailed process to manage flow of Aircel feedback on quality and
operations to the Manager and Executive level.
k. The Service Partner shall have a span of control for QA teams and QA managers, as per the defined ratios.
l. The Service Partner shall have processes to manage entry and exit of agents and ensure that IDs are deleted
within 24 hours of any Agent’s exit.
m. The Service Partner shall have the process to handle role transition of agents across processes.
n. The Service Partner shall be compliant to Aircel professional code of conduct for all executives. The Aircel
professional code of conduct has guidelines around rude behavior, usage of abusive language etc. during
customer interaction scenarios (e.g. Complaints).
o. The Service Partner should ensure that every agent logs in using the assigned user id only. The same will be
monitored and reported as part of the compliance audits conducted by internal Aircel teams as well as third
party agencies. Service Partner shall periodically (as soon as the agents attrite, the agent id should be
reported to Aircel within 24 hours) report any unused agent-id’s to Aircel so that they can be
decommissioned on time (e.g. Siebel CRM id’s , AMT IDs and Cisco log in ID).Also there should be no sharing
of any login passwords.

4.4. Knowledge Management


a. The Service Partner shall have access to Aircel knowledge management portal. Aircel will provide
adequate access permission to the Service Partner for managing information and knowledge updates
(Post approval of relevant Aircel teams). This includes regular updates on Aircel products & services,
process SOP's and other relevant documentation pertaining to service delivery
b. The Service Partner shall have robust process to manage Knowledge dissemination within the operations
team
c. There will be minimum 1 dedicated KB SPOC and communication SPOC - subject matter experts and
proficient in terms of spoken and written languages in which calls are handled by the process
d. The Service Partner shall conduct team briefings before start of each shift to update executives with
new processes/services of Aircel (as and when required)
e. The Service Partner shall deploy a structured briefing process wherein every team / shift shall have a
designated Briefing Spoc/ TL for cascading daily briefings. A Briefing Note shall be prepared & circulated
to the complete leadership group (ops, training & quality) and updated in shared folder and on
Knowledge bank.
f. The Service Partner shall ensure daily Briefing dissemination audits and briefing dipsticks and define a
process to address regular defaulters - (i) Not attending briefing, (ii) coming late for briefing, (iii) scoring
noncompliance in briefing dipstick.

4.5. Innovation Focus


 The Service Partner shall propose innovations that they shall bring to address the complexities and
uncertainty involved in effectively and efficiently serving the subscribers of Aircel.

4.6. SLAs and KPIs


a. The Service Partner is expected to comply with all the stated KPI's and the corresponding target Value.
Some of these KPI's will have implication on payouts made to Service Partner.
b. In the scenario of any Service Partner not meeting the KPI's consecutively for a period of 3 months, Aircel
shall appoint a SPOC to supervise the Service Partner performance on all KPI's (operational/compliance
and strategic) for a period of 2 months.
c. Aircel has the right to revise KPI's in line with market conditions and business requirements. KPI's there
would be stretched targets that will be achievable as defined by Aircel based on benchmark data or
customer requirements. Any KPI's having cost impact shall be discussed with the Service Partner. The final

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decision to revise/modify or launch any KPI rests with Aircel, although due consideration shall be given to
the Service Partner's point of view
Please refer to relevant Section within this Annexurefor a detailed description of various applicable KPI and
SLA’s.

4.7. Analytics & Reporting


a. The contact center Service Partner shall provide for extensive reporting/monitoring capabilities. The
user interface for reporting tools shall be online and GUI based.
b. The system shall generate various statistical reports (hourly, daily, monthly), based on Call completion
of Executive position/groups.
c. The Service Partner shall provide advanced analytics and dashboards in electronic format which is end-
user specific, periodic (daily, weekly, monthly, quarterly) and multi-level (serves various levels of Aircel).
d. The MIS formats may be changed by Aircel from time to time or additional MIS may be asked
depending on changing business needs. The Service Partner is expected to implement and start
circulating the same MIS formats as per the agreed upon timelines.
e. The Service Partner is required to maintain an archive of 1 year for MIS reports and transactional data.
(3 months of data to be maintained in the source system).
f. Any MIS/raw transaction data will be removed from the backup servers of the Service Partner only after
the receipt of written approval from Aircel to remove such files.
g. The Service Partner is required to keep dedicated manpower who will be the Single Point of Contact for
all MIS and Data related requirements of Aircel.
h. An indicative list of reports needed to be supported include:
 Root cause analysis of the most frequent (e.g. Top 10) queries/complaints
 Analysis of regional/state-wise trends in queries/complaints/requests
 Operational Daily MIS
 Agent Performance report
 Hourly KPI report
 ZTP tracker
 PIP tracker
 Bottom quartile improvement plan
 Quality MIS
 Training MIS
 Capacity planning
 Batch plan & adherence tracker
 Executive Activity Reports, both real-time and historical.
 Historical reports shall be available for Executives, skills, trunk groups etc. on daily, weekly, monthly
and yearly basis
 Short Call Reports
 Repeat Call Report
 Peak Seat Utilization Report
 Agent Transfer % Report
 Agent disconnection report
 Dialer Reports
 IVR utilisation, AHT, logs and performance report

4.8. Outsourcing Guidelines

a) Hours of Operation
Operational timings for Tele verification center would be as given below:
Inbound Call Center Services 24/7, 365/366 days a year, Outbound Call Center Services 12/7, 365/366 days
a year

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The Service Partner is expected to provide offs to manpower dedicated for AIRCEL Call Center
Management in accordance with AIRCEL’s National & Festival Offs days Calendar circulated at the
beginning of each year. Moreover, the Service Partner will be required to provide such offs only after
ensuring that the Call Center operations will continue to run smoothly during the entire Hours of
Operation even after declaring off for such manpower.

(b) General Guidelines

 Validity of the contract - The contract shall be awarded for the term of 3 years, subject to clause E below:
 AIRCEL Branding - The area earmarked for AIRCEL Call Centre operations at the Service Partner premises
will be branded with ‘AIRCEL’ signage, posters, danglers, etc.

4.9. Termination:
The contract may get terminated upon any of below conditions:-

a. Aircel OR Service Partner may terminate the contract without assigning any reasons by giving 30
days advance notice.
b. If the Service Partner does not meet AIRCEL Service Standards for a consecutive period of 2
consecutive months after initial 1 month of operation, then AIRCEL shall, at its option may
terminate the contract.
c. If the service partner is in material breach of the contract and either such material (at the sole
discretion of AIRCEL) is not capable of remedy or, if the breach is capable of remedy but the
service partner has failed to cure such breach to AIRCEL’s satisfaction within 15days of AIRCEL’s
notice requiring to do so then the contact can get terminated immediately at the sole discretion
of AIRCEL
d. If there is some change of Control of company which is not acceptable to AIRCEL then the contact
can get terminated immediately at the sole discretion of AIRCEL.
e. Without prejudice to any other rights or remedies it may have, AIRCEL shall have the right at any
time to terminate the agreement forthwith by serving a written notice of termination on Service
Partner, and to recover from Service Partner the amount of losses and expenses suffered by
AIRCEL as a result of such termination, including the cost of providing Service or having service
provided by another party to a standard satisfaction to Service Provider if:
i. Service Partner becomes insolvent or ceases to trade or enters into any composition
with ite creditors;
ii. a bankruptcy order is made against the service partner;
iii. a receiver or an administrative receiver is appointed in respect of significant part of
Service Partner’s assets;
iv. an administrative order is made against the Service Partner; and/or
v. an order to wind up the service partner is made or an official liquidator is appointed in
respect of Service Partner (otherwise than for the purposes of reconstruction or
amalgamation);
vi. Service Partner is prevented from providing services pursuant to any Court , other
judicial, quasi-judicial, government orders , for any reasons attributable to service
partner;

f. However, at any time during the term of this Agreement, if there is any material management,
ownership and control change occurs in service partner due to equity/share purchase by any
third party, AIRCEL hereby reserves it’s right to terminate this agreement pursuant to such
changes.
g. Any Termination by AIRCEL will not invoke any cancellation charge or other such liabilities (except
the payments due up to the date of Termination subject to all obligations under the Contract
being met till the date of Termination). Any advance or any other payments made by AIRCEL, for

13
which IT & ITES Outsourcing have not been rendered by the Company shall be fully refunded by
the Company to AIRCEL.
h. During the termination period, if Aircel does not give volumes, Aircel will be liable to pay
minimum guarantee amount during the notice period basis the forecasting mail shared 30 days in
advance or earlier.
i. During the termination period, if partner does not answer 95% of 120% of the forecasted
volumes or does not deliver 95:90 service levels on the forecasted volumes on days when
projections are within forecast variance, only 80% of the PCM commercials shall be payable for
the calls answered in the notice period. This shall be in addition to the regular monthly and
repeat offence penalty grid.

j. No rewards will apply in the notice period. However, all penalty clauses will be applicable during
the notice period.
k. Selected Service Partner shall not recruit any Call Centre employee from AIRCEL/existing service
partner, until or unless specifically agreed in the transition process & fulfilling the internal
recruitment standards of the partner.
l. Service Partner to provide dedicated space and networked PC to at least three AIRCEL employees
per Circle covered, inside the Call Centre
m. Service Partner performance evaluation & management - Formal weekly, monthly & quarterly
reviews to be held between AIRCEL & the Service Partner to monitor performance of outsourced
Call Centre operations. Agenda and format of reviews to be agreed between AIRCEL and the
Service Partner. In addition to monitoring KPIs (both operational & Quality), review to focus on
root cause analysis, corrective actions planned & implemented, Value additions to process etc.
n. Any process, tool or training developed especially to improve AIRCEL process, will be the property
of AIRCEL and may not be shared or deployed elsewhere without the written consent from
AIRCEL’s competent authority.
o. For outbound operations of less than 20 seats AIRCEL may terminate the contract / campaign
without assigning any reasons by giving 30 days advance notice
p. For outbound operations of more than 20 seats either party may terminate the contract /
campaign without assigning any reasons by giving 60 days advance notice

5. Information Security
a. Service Partner shall ensure separate Server rooms with limited access. Proper air conditioning and
firefighting equipment

b. Service Partner shall ensure that all systems being used for Aircel operations have licensed versions of
Microsoft office and Antivirus
c. Service Partner shall ensure dedicated IT support availability for Aircel operations throughout the
operational hours
d. Service Partner will comply with the latest version of the IT OSCC Guidelines Document & Aircel Third Party
Security Policy. In future, the Service Partner is expected to comply with the latest specifications of the same
as and when revised by Aircel (as appropriate).
e. The systems shall be designed in a way that guarantees that information is collected directly from the caller,
and shall only be used for the specific purpose for which it was collected. Privacy of customer information
guidelines shall be made available to Contact Center Executives to ensure that callers are told how their
personal data will be used, and that they be given the chance to access the information and to correct it, if
necessary.
f. The Service Partner shall comply with Aircel’s privacy and security guidelines which govern access to
information.
g. The Service Partner shall provide the requisite Network Security infrastructure as mandated by the OSCC IT
Guidelines and Aircel Third Party Security Policy.
h. There shall be a complete and comprehensive security from unauthorized access and misuse.

14
i. Access to data shall be based on parameters such as viewing, modifying, authority level to access etc. and
shall be linked to user access rights.
j. All data and information collected and accessed by the Service Partner is owned by the Aircel and shall not
be used for any other purpose than for delivering contact center services.
k. Aircel reserves the right to appoint third parties to audit information security procedures, processes,
systems put in place by the Service Partner at any time without giving prior notice.
l. The Service Partner shall separate Aircel data from other client’s data in case Aircel data is copied to local
servers or desktops.
m. Aircel provided IT infra (ACD and outbound Seats/ports) must be utilized 100% in the peak hour. Else, OSCC
Service Partner must return unutilized seats to Aircel CCT team. Noncompliance with this requirement will
be noted as a breach of IT OSCC Guidelines.
n. Incase Service Partner goes with any other service bandwidth provider except ABS then Service Partner may
need to invest in appropriate infrastructure to connect bandwidth(Primary & Secondary) on Aircel Network
as well as their end. To connect to a different bandwidth Service Partner if certain additional software and
hardware needs to be purchased by Aircel, then the Service Partner will bear the cost for the same. Such
purchases must adhere to Aircel IT policies and guidelines.
o. In the current commercial model where telecom is included, any downtime on account of ISP will be service
partner’s responsibility.
p. If Service Partner chooses to shift or migrate its operation to any other location, intimation should be made
and approvals taken from the Aircel Call Centre Head and Customer Service Head minimum 2 months prior.
Any related cost on account of same, including the shifting of links shall be fully borne by the Service
Provider and will not be Reimbursed, even in case of telecom reimbursement commercial model.

6. Infrastructure

6.1. Technology
a. Service Partner will comply with the latest version of the IT OSCC Guidelines. In future, the Service Partner
is expected to comply with the latest specifications of the same as and when revised by Aircel (as
appropriate).
b. All costs associated with the above compliance to be borne by the Service Partner.
c. Service Partner must have the monitoring tools for network/BW management.
d. Service Partner must ensureat least90% Seat Utilization
e. Service Partner must ensure IT Uptime % per targets specified.
f. Service Partner mustfollow standard Naming convention for Host name to the PCs.
g. Service Partner shall have the provision for SFTP at their end to facilitate file sharing.
h. Service Partnermust conduct Incident Reporting and Root Cause Analysis for OSCC attributed outages
(freezing timelines for sharing the same).
i. Incase the Service Partner chooses to partner with ABS / Aircel Enterprise as its bandwidth Service Partner
for the Tele-verificationContact Center then the Service Partner shall have end to end ownership of the
SLA's and uptime requirements from ABS / Aircel Enterprise.
j. All exceptional scenarios for allowing downtimes need to be mutually discussed agreed and signed off
between Aircel and the Service Partner.
k. In case resources at the disaster recovery site are shared with clients other than Aircel, the Service Partner
should ensure that relevant information security measures are in place to control access, prevent misuse
of data and fraudulent activities.

6.2. Physical infrastructure


a. The Service Partner shalloperate out of the specified location(s) to be used for providing services to Aircel.
As new locations are added, those details shall also be provided to Aircel and prior permission from Aircel
shall be taken
b. The Service Partner shall mandatorily ensure that Tele-verification Contact Centre facility has a separate
room holding the voice and data recording equipment to facilitate executive trainings

15
c. The Service Partner shallhave industry standards on lines of Work station space, environment, ambience,
wash-room, sick-room etc. that will aid in customer experience improvement. The Service Partner must
provide well equipped rooms that are required to support the team (e.g., Training rooms, VAS lab, Break
rooms, Quality & feedback room, Buddy bay, Catering/dining facilities, Wash-rooms etc.).

Please refer below for details on expected facility norms for Tele-verification Contact Centre -

S. no Heads Tele-verification Contact Centre


1 Executive work-station >= 15 sq. feet per executive work-station (well insulated to accommodate noise levels on
space the workstations)
2 Training room and Available of adequate number of training rooms with a minimum seating capacity of 2
equipment agents and 1 trainer along with adequate number of PC, air conditioned acoustic proo
Training resources to include LCD projector, white-board, speakers, dummy IP phones etc.
Trainer computer to be equipped with CD/DVD ROM drive. The training facility shall hav
intranet/internet access available.
3 Environment Proper air-conditioning (according to season) and adequate lighting operational during a
working hours. The floor area shall be acoustic proof.
4 Technology uptime >99.5%
System level* up-time >99.5% (managed by Service Partner)
5 Rest-room Adequate number & size, basic first aid kit available etc.
6 Quality and feedback Adequate size ensuring work-station for each QA with needed infra. Adequate spac
room between each work-station to ensure no disturbance to QA exists while audit feedback.
7 Briefing room Should be able to easily accommodate at least 20 executives at a time. It shall consist o
white-board and infra as needed to ensure proper Briefing to executives / agents.
Note*- The system level up-time includes the connectivity and infrastructure (power, routers, LAN, UPS
etc.) aspects owned by the Service Partnerincluding up-time of executive work-stations.
Infra/connectivity up-time will be reviewed periodically by Aircel entities and Service Partner needs to
ensure complete compliance.

 The room ambience must at a minimum adhere to the following Aircel mandates:
Lively ambience- use of bright colors on walls & overall enclosed area
Neat & Clean, comfortable and spacious seating area for agents
Internal signage: Safety, customer focus, and AIRCEL brand signage in the facilities
Proper Air-conditioning (cold & hot)
Adequate lighting
Acoustic floor area
Sound absorbing equipment like carpeting, false ceilings, soft board partitions, decibel meters to
measures sound
 The Service Partner must ensure that the Aircel production floor has a detailed fire exit plan with exit
routes clearly marked and visible to employees from all places to handle emergencies like fire/bomb
threats and natural calamities etc.
 The Service Partner should ensure that the similar levels of controls and operating environment to be
made available at the disaster recovery site (alternate site) from where the operations would be recovered
during crisis.

6.3. Power Backup


 The proposed contact center should provide appropriate power back to ensure that there is NO disruption
(irrespective of power outage durations) to operations on account of power failures.
 There shall be adequate redundancy in power backup systems to support operations in case of downtime of
power backup systems. Dual separate power sources for data center to ensure Power Redundancy has to be
maintained.
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6.4. Environment Protection
 The Service Partner shall ensure that all centers handling Aircel operations are insured under Facility
Insurance
 The Service Partner shall ensure that the facility has NOC from Fire Department for all itscenters where
Aircel operations are being run.
 The Service Partner shall ensure that adequate systems for fire detection and firefighting are in place as per
the applicable laws, like fire detectors, fire extinguishers (adequately placed and clearly visible and have not
crossed the expiry date), a detailed fire exit plan with glow sign & exit routes clearly marked and visible to
employees on all the floors

6.5. Physical Security Systems


 The Service Partner shall ensure adequate physical security systems to restrict access of unauthorized
personnel in the premises
 It shall be possible to isolate the Executives managing call volumes for Aircel from other Executives of the
company for confidentiality purposes.

7. Capability / Experience and Compliance

7.1. Language Capabilities


 The Service Partner shall have demonstrated capabilities of serving in-bound contact center operations in
languages as per the Aircel requirements. In case of any language challenges highlighted from Aircel, Service
Partner will ensure needed mitigation plan to overcome the same, even mitigating the risk by starting up a
new Centre within the relevant State if need be.

7.2. Ability to provision services in required time-frame


 The Service Partner shallmanage spare capacity in their existing operations that could be made available
to Aircel for its in-bound contact center operations on an immediate basis.

8. Business Continuity / Disaster Recovery Plans


 The Service Partner shall have detailedBusiness Continuity approach for:
 Systems connectivity and applications
 Operations
 The Service Partner shall provide a detailed disaster recovery plan to address resumption of services in
event of natural and environmental disasters along with recovery time lines
 The Service Partner will be required to provide relevant business continuity, disaster recovery and
other crisis management plans to the Aircel within 15 days of signing the Letter of Intent. Aircel along
with the top management of the Service Partner shall retain all approval rights to these plans.
 The Service Partner will provide the details of IT DR implementation plan
 The Service Partner should provide DR locations details & operating model.
 The Service Partner shall indicate the following in the BCP/DR plan:
a. Defined roles and responsibilities for people and identified lines of communication
b. Key tasks and reference information
c. Method by which each plan is invoked and a process for standing down once the incident is over
d. Details to manage the immediate consequences of a business disruption giving due regard to
strategic and operational options for responding to the disruption and prevention of further loss
e. Prioritized objectives and processes in terms of continuity and recovery of critical activities
f. Details of actions and tasks that need to be performed and the resources that will be required for
disaster recovery
 The Service Partner shall provide continuity of services to Aircel’ s operations in all of the scenarios
listed below –
a. Loss of access to a site e.g. riots, curfew, blockades, terrorist attacks, etc.
b. Loss of systems (include loss of applications, database, network, telecom, utilities services like power
etc.)

17
c. Loss of people (mass absenteeism, mass attrition, pandemic, workforce disruption etc.)
d. Any disruption to services due to natural disasters like earthquake, flood, fire extreme whether etc.
e. Loss of third party Service Partner services (Service Partners deployed by the Service Partner
 The Service Partner shall provide a high level disaster recovery plan to address resumption of services
in event of above mentioned scenarios along with recovery time lines.
 Following the closure of the business disrupting event, Service Partner must update Aircel regarding
the root cause and the corrective actions to reduce recurrence of such events.

9. Regulatory Compliance
a. The Service Partner shalladhere to various Govt.'s rules and regulations against which compliance is
currently mandatory e.g. activation post confirmation of correct details and rejecting activation in case of
incorrect details.
b. The Service Partner shall ensure adequate insurance cover for people/facility as well as equipment to be
used in Tele-verification Contact Centre operations.
c. The Service Partner shall ensure PF deduction and ESI facilities for all the employees as per the current
government guidelines
d. The Service Partner shall ensure registration with Service Tax and timely deposit of Service tax as per
government guidelines
e. The Service Partner shall ensure it complies with all provisions/applicable laws and regulations necessary
for operating Outsourcing Contact Centre Business in India.
f. The Service Partner must have effective crisis management, business continuity & IT disaster recovery
framework as per industry leading standards such as BSI BS 25999 etc.

10. IT Security and Policy


a. The Service Partner must comply with latest OSCC IT guidelines& Aircel Third Party Security Policy, Anti-
virus Policydocument of Aircel.
b. Revision of “Aircel IT -OSCC Guidelines”,“Aircel Third party Security Policy”, “Anti-Virus Policy” documents is
a continuous process and that must be adhered to by the Service Partners and Service Partnermust be
bound to follow that in every circumstances. Any deviations would need to be specifically approved by
Aircel.
c. Service Partner to develop software which will be used by the agents at the time of CRM downtimes as
per the format prescribed by Aircel. The output of same needs to be shared with the Aircel team as per
the shared process.

11. Commercial Compliance


 The Service Partner is required to share any proposed changes (if at all) at the management level on
account of any mergers and acquisition related activities that may have an impact on the contract.Aircel
reserves the right to review the contract in its entirety.

12. Legal
 As far as Outbound is concerned, complete outbound methodology must be approved by Aircel Legal
team due to various government / DOT/TRAI regulations/CLI Requirements etc.
 Complete outbound methodology (if applicable) must be approved by Aircel Legal / Regulatory team, as
applicable.
 Adherence to the working hours w.r.t. females working in the night shift as per the local Shop’s and
Commercial Establishment Act and compliance of all applicable conditions.

13. Audit
 Aircel or third party entities appointed shall conduct scheduled quality audits at regular intervals to evaluate
performance of contact center on wide range of parameters, including parameters that may not be part of
SLAs / KPIs
 Aircel reserves the right to conduct un-scheduled quality audits as and when required over and above the
scheduled quality audits.

18
 Quality audits shall focus on two broad areas (but not limited to):
Quality of infrastructure:
o Quality of Executiveequipment like IP headsets and workstations
o Quality of Physical Infrastructure
o Physical and logical security
Executive Quality:
o Content and frequency of trainings conducted
o Executive qualification levels, attrition rates and career paths
o Awareness about Aircel queries, resolution mechanisms and grievance redressal mechanisms

Quality of Facility Inspection must cover the following facility norms:


o The Service Partner shall ensure that there isa regular repair and maintenance of the
infrastructure and call center facility.
o Regular Facility Inspection by concerned team to notice Structure deformation, paint patches,
sagging, broken keyboard trays, peeled branding or sign-ages, loose cables, Broken or damaged
power points or sockets, Hung false ceiling, damaged wood-work or plaster work etc.
o General repairs of all types including plumbing, electrical, carpentry, cabinetry, doors & hardware,
flooring, fencing, roofs, equipment, furniture, work station etc. to be carried out within 48 hours.
Recommended Paint job as and when required ensuring proper upkeep at all times.
In addition to the Aircel conducted audits, the Service Partner should share monthly self compliance
reports and quarterly third party conducted compliance reports (appointed by Service Partner ) for all
the areas covered under the Operational Compliance Index (viz. Agent Hiring, Conduct, Training, Facility
Norms, Legal,Regulatory &Aircel Third Party Security Policy norms)
Aircel or third party entities appointed shall conduct scheduled quality audits as and when required
encompassing business continuity arrangements, across People, Process, and Technology etc.

14. Performance, Reward and Penalty Metrics


The Service Partner is expected to comply with all the stated KPI's and the corresponding target Tele
Verification as indicated in the tables below. Some of these KPI's (Commercial linked) have implication on
payouts made to Service Partner.
The Reward and Penalty matrix covering the various categories of KPI’s is mentioned after the KPI list.

The parameters/KPI defined in the reward and penalty matrix can be revised (parameter, definition, targets) by
Aircel at the beginning of any quarter with at least 45 days prior intimation to the partner. This can be
incorporated through a circle level sign off by the call center head, customer service head, circle business head
and commercial head along with acknowledgement on sign off from the authorized signatory of the partner. A
copy of such changes needs to be submitted to circle commercial for keeping along with the contract papers and
circle CS needs to maintain a file for such changes.

However, if the overall penalty or payout contribution / cut off is undergoing a change, same needs to be
undertaken through a formal addendum to the contract.

QUALIFIER FOR REWARD


S.
Parameter Score
No
1 Normalised Answered Level >=95%
2 Process Adherence Fatal <=1%
Partner quality team to have minimum 90% audit coverage for the month (minimum 90% of the
3 >=90%
headcount with >=20 days present in the month * 8)
4 Not more than 7 days of voice logger downtime / non availability of call recordings <7 days
Note: All the above parameters need to be delivered for earning any reward

19
REWARD MATRIX
%age %age
reward reward
to to
S. Slab
Parameter Slab 1 invoice invoice
No 2
amount amount
for the for the
month month

Healthy days
>=27 days All
1 (SL>=95%, Abandoned<5%, For exception days calls answered >=95% 1.5% 2.5%
**Feb >=25 days days
of the 120% of the forecasted volumes)

<1%
2 Call Handling Quality (soft skills) <2% fatal 1.5% 2.5%
fatal
Note: All the reward qualifiers need to be met in order to earn any reward amount
Both reward and penalty can be earned simultaneously and the final payment/debit shall be on the net amount
There is an overall opportunity to earn rewards up to 5%
** Calculations of Quality scores/ fatal should be done using the correct /Updated Evaluation sheet as defined.
Healthy day definition: a) Service Level >=95% , b) Abandoned <5%, c) Incase actual offered is greater than 120% of the
projections and SL or/and AL targets are not delivered, Day will be considered as a Healthy day provided partner has answered
>=95% of 120% of projections

PENALTY MATRIX
REPEAT OFFENSE DISINCENTIVE
MONTHLY
(In addition to monthly penalty)

S. %age penalty to invoice Second month in Third month in


Parameter Score
No amount for the month (M1) succession (M2) succession (M3)

Normalised Service 90% - 94.99% 3%


1 +1% +2%
Level (95:90) <90% 5%
Normalised Answered 90% - 94.99% 3%
2 +1% +2%
Level <90% 5%
Call Handling (soft >=2% Fatal 3%
3 +1% +2%
skills) >=5% Fatal 5%
>=2% Fatal 3%
4 Process Adherence +1% +2%
>=5% Fatal 5%

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Note:
Quality score to be arrived basis random audit of 200 sample calls per month
There is an overall provision to levy monthly (M1) penalties up to 20%, however the maximum penalty that can be levied in any given
month is capped at 7.5%
There is an overall provision to levy penalties up to 8% for repeat offense disincentivisation for all parameters, however the
maximum penalty on for same in any given month is capped at 5%
For any given month a maximum penalty up to 7.5% for monthly default and up to 5% additional for repeat offense disincentive can
be levied
(1) There will be an additional repeat offense penalty of 1% for any parameter not met for second month in succession (M2) in
addition to the monthly penalty amount on the invoice value for that month.
(2) First Continuous Process Default (CPD) / warning will be issued to partner basis noncompliance on the defined KPIs continuously
for two months (M2). A period of 30 days shall be given to the partner to show improvement/be compliant
There will be an additional repeat offense penalty of 2% for any parameter not met for third month (M3) in succession in additional
to the monthly penalty amount on the invoice value for that month
(3) Second Continuous Process Default (CPD) /Warning Letter will be issued only when partner has not shown any improvement even
after issuance for first CPD in 30 days (M3). In this letter, it will be conveyed that there has been no improvement despite warning.
The repeat offense penalty of 2% for any parameter not met for >3 months in succession despite the CPD initiation, shall continue in
additional to the monthly penalty amount on the invoice value for the month, till the benchmark of delivered for any given month
(4) The CPD will be closed/ completed only once the partner delivers compliance on the non-compliant parameter for a month
Aircel reserves the right to terminate the contract on account of nonperformance on any parameter for more than 90 days or
repeated instance of CPD as per the termination clause in the contract

Outbound R & P

Note:
a. All the commercially linked KPI’s mentioned above are linked to certain Rewards and Penalty on a monthly
and quarterly basis.
b. The maximum monthly penalty to be levied will not be more than 5%. Quarterly penalties will be
additional.

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c. This Rewards & Penalty (R & P) matrix shall be subject to revision every quarter at the sole discretion of
Aircel.
d. All R & P related to Service level and answered levels will be applicable from the 15th days of go live for
the first circle / process go live. In case of subsequent processes/ circles go live the same will be applicable
from day 1
e. Rest of the R & P will come into effect from third full month of operations for each of the process / circle
to go live
f. In the scenario of Service Partner not meeting the KPI's consecutively for a period of 2 months, the
operator would be put under a DAP and Aircel shall appoint a SPOC to supervise the Service Partner
performance on all KPI's (operational/compliance and strategic) for a period of 1 month. Volumes may be
revised downwards (Circle Specific / Overall) in case operational performance does not stabilize.
g. KPI's can be revised at the sole discretion of Aircel in line with market conditions and business
requirements
h. The Rewards and Penalty (R & P) matrix defined by Aircel shall be final and binding on the Service Partner
i. The Service Partner can express/raise clarifications on the penalty related disputes of the R & P matrix
with Aircel with detailed reasoning within a defined period of 7-10 days
j. The final decision on the resolution of disputes on R & P matrix shall rest with Aircel
k. Any other compliance matrix introduced by TRAI for telecom operators with regards to call center Qos, will
be applicable to the service partner from the day of commencement of the guideline
l. In event of the actual offered calls for the month >120% of the forecasted volumes, the partner will not be
liable for AL/ SL penalty PROVIDED (1) the calls answered for the exception days is >= 95% of 120% of the
forecasted volumes. In case this condition is not met, the partner will be liable for penalty as per the
penalty grid for AL and SL.
m. In event of the actual offered calls for the month's actual volume is <120%, however there are days when
the actual calls offered is >120%of the forecasted volumes, those days would be excluded from reporting
the month end “Normalised” AL/ SL PROVIDED (1) the calls answered for the exception days is >=95% of
120% of the forecasted volumes. In case this condition is not met, the partner will be liable for penalty as
per the penalty grid for AL and SL.
n. Reward on monthly billing on account of Normalised AL/SL will come into effect if the exception days are
<10 in the month. In case the exception days are >10, the reward on normalized AL/SL will be applicable
on the billing for the days when AL/SL was achieved
o. Reward and penalty amount to be calculated on the total invoice amount for the month for which the
same is applicable
p. Reward and penalty amount to be added to invoice before service tax
q. In case of any calls are answered by using any attriated agent’s log in ID, the same will not be billable
r. Outbound billing will be on FTE model. The FTE rate includes 80% fixed component and 20% variable
component

15. Forecast for call volume, AHT and commercial levers

Volume Projections & Forecasting


a. Aircel shall provide the service partner with a rolling 90 days volume forecast and lock in such forecast at
least 30 days in advance of each month
b. The Volume forecast will be shared circle wise
c. Service Partner needs to share acknowledgement on the projections in response to the mail received or
raise a dispute/ point of disconnect within next 3 working days. In case of no revert in 3 working days, it
will be deemed that the forecasted volumes have been accepted and there is no disconnect on same
d. Service Partner shall share Manpower and Capacity planning for handling the forecasted volumes and
delivering the agreed service levels, within 10 working days post receipt of forecasted volumes
e. The month on month variation in forecast shall not be more than 15% upwardly to the previous month's
forecast. Any variation more than 15% will be mutually discussed & agreed

22
f. The month on month variation in forecast shall not be more than 15% downwardly to previous month's
forecast or available capacity on floor in month end, whichever is lower. Any variation more than 15% will
be mutually discussed & agreed. The floor capacity will be derived at actual average attrition, shrinkage,
AHT trends for the last two months at an agent utilization on 80% or actual last three month trends
whichever is lower
g. The Service Partner is expected to manage workforce planning on an hourly basis using the standard best
practices on the above forecasts.
h. The Service Partner is expected to absorb any variation in call forecast to the extent of 120% on a monthly
basis and daily basis without impacting the committed service levels.
i. In case the Service Partner is not able to meet Service Level for three consecutive days or 5 days in a
month when forecast deviation is less than 120%; Aircel reserves the right to cross map the skill set
mapped to the partner with any other partner
j. For any new circle added to the scope of services, Aircel shall provide a 45 day’s notice to the Service
Partner to allow for recruitment and training of the required personnel.
k. The Service Partner should use a workforce management tool for staffing and scheduling.
l. The Service Partner would be provided Staffing & Scheduling guidelines, by Aircel, from time to time and
Service Partner would have to abide by them.
m. The Service Partner should do seat planning for the peak interval volume for the week. To drive the peak
volume interval weight age should be given to last four weeks of volumes, excluding any special causes of
spikes or trough
n. The Service Partner should staff manpower based on actual prevalent AHT and shrinkage (attrition &
absenteeism) trends with due consideration to ramp-up and agent vintage

Average Handling Time


a. Billable AHT shall be base-lined on mutual agreement for each circle / process periodically by studying a
representative sample of calls for each circle and / or specific process. Such sample may be sourced from
all or some partners servicing the relevant process / circle
b. To start with billable AHT will be taken as 50 seconds
c. Billing shall be done on billable AHT or actual AHT whichever is lower. (This is not applicable on per call
charging).
d. Wrap up time will not be billable

16. Short calls


 All calls answered in <5 second shall be treated as short calls
 Short calls will be excluded from billing

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