Outsourcing of Call Center for Complaint Management, RLNG New Connection Inquiry and LPG Cylinder Distribution Business

Sui Northern Gas Pipelines Limited (SNGPL) Lahore invites qualified bidders for outsourcing a comprehensive Call Center to manage consumer complaints, RLNG based new connection inquiries, and LPG cylinder distribution business. This tender covers setting up a 24/7 call center with seasonal agent adjustments, integrating with SNGPL's Customer Care & Billing (CC&B) and LPG management systems, and handling inbound/outbound calls, website, social media, and mobile app queries. The scope includes complaint registration, escalation of critical issues, consumer satisfaction surveys, IVR implementation, intelligent call routing, and maintenance of call recordings for one year. The call center must maintain a disaster recovery site and ensure uninterrupted service through fiber-optic or remote connectivity. The service provider will manage technical network issues and provide detailed analytical reports on KPIs, agent attendance, and feedback. Bidders must have at least five years of call center experience with a minimum of 100 agents, including utility sector references, and maintain offices in Lahore and at least one other city for redundancy. Compliance with FBR active status, valid call center registration, and professional tax clearance is mandatory. The contract requires submission of bid security of PKR 1,500,000 and performance bond guarantee of 10% of contract value. The contract term is from 1st July 2026 to 30th June 2027, with possible extension. Submission deadline is **31-03-2026 15:00:00** with bid opening at 15:30 hours at SNGPL Head Office, 21 Kashmir Road, Lahore. Bids must be submitted online via PPRA's e-procurement portal in two sealed envelopes for technical and financial proposals. Ensure all required documents including CNIC, GST/PST certificates, and call center registration are included. Pro-Tip: Carefully review the bid bond and performance bond requirements and ensure timely submission to avoid disqualification. Also, verify your FBR portal status and maintain all certifications current for the 2025-26 fiscal year to meet eligibility criteria.