Consultancy Services for Independent End-to-End Assessment of Contact Centre Operations

Pakistan Revenue Automation Pvt Limited (PRAL) in Islamabad Capital Territory is procuring consultancy services for an independent, end-to-end assessment of its Contact Centre operations. This procurement aims to identify operational inefficiencies such as low First Call Resolution (FCR), repeated customer contacts, and workforce capability gaps, and to develop a practical, evidence-based improvement roadmap. Items being procured: - Consultancy Services for Independent End-to-End Assessment of Contact Centre Operations The scope includes operational performance assessment covering FCR analysis, average handle time, call transfer patterns, call abandonment rates, repeat contact analysis, escalation trends, peak demand analysis, workforce utilization, call complexity mapping, and knowledge management effectiveness. Customer experience assessment involves customer satisfaction, voice of customer analysis, speed of answer, waiting time management, accessibility, language support, IVR experience, customer effort assessment, mystery shopping, and end-to-end customer journey mapping. Workforce and capability assessment covers competency frameworks, learning and development maturity, agent confidence, team leader effectiveness, scheduling, capacity planning, and staff turnover analysis. Technology assessment evaluates telephony, CRM, and supporting platforms. Governance and operating model review includes operating model maturity, quality assurance framework, performance reporting, accountability, KPI management, decision-making, and risk controls. Quality assurance assessment involves call quality evaluation, communication effectiveness, compliance, product/process knowledge, customer handling skills, and call calibration. Stakeholder engagement and customer research are also part of the scope. Eligibility requires firms to have SECP incorporation, FBR active taxpayer registration, and may apply individually or as a joint venture with a maximum of three members. Applicants must not be blacklisted and must submit audited financial statements for the last three years. Experience in comparable projects, strong methodology, qualified team with relevant certifications, and understanding of the assignment are critical. The evaluation is based on technical merit with a minimum qualifying score of 70 out of 100. The deadline for submission is Tuesday, July 28, 2026 at 11:00 AM through EPADS v2.0. Applications must be submitted electronically; manual submissions are not accepted. The opening of applications will be on the same day at 11:30 AM. The procuring agency's address is Manager Galaxy Business Center, 2nd Floor, Plot # 266-B, Street # 9, Sector I-9/3, Islamabad. A practical tip for bidders: Ensure your submission includes all mandatory documents such as company profile, registration certificates, client references, detailed methodology, CVs of key personnel, and financial statements. Register early on EPADS v2.0 and carefully follow the electronic submission process to avoid disqualification due to technical errors or late submission.