National Congress of Ukrainians of Moldova ("NCUM") announces a tender for the procurement of call center services to provide effective support to refugees in the country.

The National Congress of Ukrainians of Moldova (hereinafter referred to as NCUM) is a non-commercial and non-governmental organization, registered in the Republic of Moldova on May 6, 2021. It unites ethnic Ukrainians of the Republic of Moldova, including representatives of civil society, leaders of public organizations, the diaspora, and youth. NCUM adheres to the principles of neutrality and non-discrimination, in line with its core values of cooperation, transparency, and inclusiveness.
The mission of NCUM is to preserve and develop the identity and vital interests of Ukrainians in the Republic of Moldova. This includes uniting and supporting Ukrainians in Moldova by protecting their rights, ensuring their effective participation in economic and social processes at all levels, and integrating them into local society for the most efficient use of available community resources.
Introduction:
Within the framework of a project implemented in partnership and with the financial support of the UNHCR, the National Congress of Ukrainians of Moldova (NCUM) announces a tender for the procurement of call center services to provide effective support to refugees in the country.
The aim of this tender is to select a qualified provider who will offer prompt and professional assistance to refugees.
Contract duration will be from the date of contract signature by both parties, until 31 December 2024, with the possibility of extension for additional 2 periods of 1 year each, subject to satisfactory performance and availability of funding. NCUM will notify the contractor in writing of its intent to extend the contract under the same terms, 30 days prior to the contract’s date of expiry.
The call center must operate 7 days a week, from Monday to Friday, from 09:00 to 17:00, weekends will be covered by two operators taking calls from 09:00-17:00.
The operators are tasked with providing callers with information about their rights to protection, available services in the country (including accommodation), their rights and obligations, and information about their integration into society.
Additionally, feedback and/or complaints are received and recorded on the line. All information is recorded by the operators in a state system, specially developed for the current situation.
As an official information channel, it adheres to national and international data protection standards, as well as humanitarian principles.
This initiative is a continuation of the Green Line, accountable to UNHCR and the Government of Moldova.
Service Description:
The provider must offer the following call center services:
We request a complete suite of call center services, including technological solutions for its operation, call center operators, equipment, premises (based in Chisinau), and all necessary resources. A customer relationship management system will be provided.
The call center should operate from Monday to Friday, from 09:00 to 17:00. Weekends will be covered by two operators taking calls from 09:00 to 17:00.
A requirement for 5 operators and 1 manager to oversee the process.
The provider must specify the exact number of operators and required shifts to respond to an average of 4500 calls per month, each call averaging 3-5 minutes.
Required languages for operators: Romanian, Ukrainian, Russian, and English.
All operators will be trained in providing initial consultations within the project framework and entering data into the system upon receiving calls related to employment matters.
Outside of operating hours, callers connect to a voicemail, which can be accessed for return calls. The call center software/system used should allow managers to monitor the operation. It is important to track at least the number of incoming messages, the status of each, response speed, call duration, and agent performance. Information will be passed on to NCUM, UNHCR, and the Government.
Additionally, the call center software/system must have certificates for secure data transmission. It must comply with international data protection and privacy standards (e.g., HIPAA) and implement data protection security measures. The selected provider will sign a data protection agreement as part of the contract, although it is not expected that solutions will store personal data of end-users.
Supplier Requirements:
Experience in providing call center services, preferably with experience serving refugees.
Qualified personnel and technical equipment.
Contract Duration
Contract duration will be from the date of contract signature by both parties, until 31 December 2024, with the possibility of extension for additional 2 periods of 1 year each, subject to satisfactory performance and availability of funding. NCUM will notify the contractor in writing of its intent to extend the contract under the same terms, 30 days prior to the contract’s date of expiry.
Request for Proposal Submission:
Interested companies should provide the following information in response to the request, based on which companies will be evaluated:
• Company description and qualifications, including a company presentation: the company's capabilities, client list, and other projects.
• Proof of the company's licenses to operate in Moldova is required. The company must have all necessary licenses and certificates to provide call center services in accordance with legislation and regulations, including compliance with personal data protection and consumer rights laws.
List of technical specifications.
• The call center should have a modern infrastructure, including software and hardware, automated client request management systems (CRM), a telephone system with IVR (Interactive Voice Response) functionality, and the capability to process multimedia requests (email, chat, etc.).
• The company must have experienced and trained staff capable of effectively communicating with clients via phone, email, chat, and other communication channels. Typically, training in customer service, company products, and CRM system application is required.
• The company must provide a high level of customer service, including fast response times, a high level of first-contact resolution, and friendly communication with clients. Typically, a quality control and feedback system for continuous process improvement is required.
• The call center must ensure the security and confidentiality of client data. This may include compliance with information security standards, data encryption, and the implementation of security measures to protect against data breaches and cyber-attacks.
• The call center should provide clients with reports and analytics on the effectiveness and productivity of customer service. This may include data on waiting times, call durations, customer satisfaction levels, and other key performance indicators.
• A valid company registration certificate.
• A tax certificate.
• A properly completed, signed, and stamped supplier registration form.
• Prices should be presented in Moldovan lei excluding VAT.

Detailed technical specifications are available at the link:
https://drive.google.com/file/d/1XnXoiOhQZYpv661XCfIX33toTisfOkJS/view?usp=drive_link

Attention! The vendor’s offers will be accepted over the etenderbox.unhcr.org platform exclusively and not by e-mail. Reference number is: NCUM/ITB/1

DEADLINE FOR SUBMISSION: 06.05.2024 23:59 EET

Following the link, you can find guidance on the use of the platform https://drive.google.com/file/d/1-QrOOnKUyVwc0KYxf5EA6eLLO0FjNwAV/view?usp=drive_link
If the vendor shares it by e-mail, this will lead to their disqualification from the process.