Operational Services (IT Enabled Services) for Call Center at Pakistan State Oil Company Limited PSO House Karachi

Pakistan State Oil Company Limited (PSO) invites quotations for Operational Services (IT Enabled Services) for its Call Center located at PSO House, Khayaban-e-Iqbal, Clifton, Karachi. This procurement is for annual operational services to support customer service functions through multiple communication channels including inbound/outbound calls, emails, social media platforms, WhatsApp chatbot, and website chat. The call center handles approximately 36,800 monthly customer interactions, which may vary as per operational needs. Items being procured: - Annual Operational Services for Call Center with 12 Agents - Ten (10) Agents for Call Center Services - Five (5) Agents for WhatsApp (Chatbot) and other Live Agent Services The scope includes managing customer and dealer queries, complaint lodging and resolution, customer profiling, reporting, and feedback. Services must maintain high service levels including talk time, call pick-up time, and call queue management. Agents must demonstrate clear communication, flexibility, time management, teamwork, proficiency with CRM and other software, and strong problem-solving skills. The vendor must ensure compliance with labor laws, HSE guidelines, and company policies. The call center operates in three shifts from 8:30 am to 12:00 am midnight, with possible extension to 24 hours. Eligibility requires vendor registration with relevant authorities, compliance with labor laws including EOBI and social security, and submission of undertakings regarding blacklisting and litigation status. The contract is for one year with possible extension for three months. Payments will be made monthly based on verified services. Penalties apply for delays or unsatisfactory performance. Vendors must provide monthly training to staff and maintain attendance records. Bidders should note the importance of timely service delivery and adherence to PSO's operational requirements. Submission deadline is 09 September 2026. Interested vendors should prepare their quotations carefully, ensuring all terms and conditions are met. A practical tip for bidders is to ensure thorough understanding of PSO's service level agreements and readiness to provide flexible staffing as per PSO's discretion to avoid penalties and ensure contract renewal.