Human Resource Service for NBP Call Center

The National Bank of Pakistan (Operations Group) invites bids for the procurement of Human Resource Service for its NBP Call Centers located in Karachi and Islamabad. This procurement is for the financial year 2026-27 and aims to secure experienced call center outsourcing companies to provide high-quality customer service through inbound and outbound call handling, complaint management, and related support services. The contract duration is three years with a possibility of termination after the first year with 30 days' notice. Items being procured: - Call Center Agents (500 total, split between Karachi and Islamabad) - Supervisors (20 total) - Quality Assurance Officers (20 total) - Trainers (4 total, not charged to NBP) - Call Center Managers (2 total, not charged to NBP) - Workforce Managers (4 total, not charged to NBP) The scope includes inbound call handling such as responding to customer queries on account balances, debit cards, mobile banking, ATM issues, complaint logging, card activation/blocking, and escalation of complex cases. Outbound services include customer satisfaction surveys, transaction verification, product awareness campaigns, complaint follow-ups, and cross-selling of bank products. The service provider must ensure 24/7/365 operations with multilingual staff, disaster recovery planning, and dedicated supervisors and quality assurance resources. Eligibility criteria require bidders to be registered entities in Pakistan with SECP, registered taxpayers on the FBR active tax payer list, not blacklisted by any government entity, and with at least five years of experience in HR services for call centers. Bidders must provide documented evidence of at least two similar contracts in Pakistan in the last three years, audited financial statements showing at least PKR 250 million in gross revenue over the last three years, and have offices in Karachi and Islamabad. The call center agents must have minimum graduation, computer literacy with typing speed of 25 WPM, strong Urdu and English communication skills, and customer handling experience. Supervisors and quality assurance officers have additional experience and leadership requirements. The bid submission deadline is Tuesday, August 4, 2026 at 11:00 AM via EPADS v2.0, with technical bids opening at 11:30 AM the same day. Manual submissions are not accepted. The bid security of PKR 3,000,000 must be submitted as a pay order or banker's cheque. The contract price is to be quoted in Pakistani Rupees and payments will be made monthly based on deployed resources and attendance. The performance guarantee is 5% of the contract price. Bidders must comply with all regulatory and security requirements including signing NDAs and adhering to SBP and NBP policies. A practical tip for bidders: Ensure timely registration and submission on the EPADS platform well before the deadline to avoid last-minute technical issues. Also, provide complete and clear documentation with proper references to avoid disqualification during technical evaluation. This tender is issued by the National Bank of Pakistan (Operations Group), Wing Head - Call Center, Department Head - Tender, Procurement Division, 3rd Floor, Right Wing, NBP Head Office Building, I.I Chundrigar Road, Karachi. Contact Phone: +92-213-890-2533, Email: teemar@nbp.com.pk.