REQUEST FOR PROPOSAL – CALL CENTRE SERVICES
(REF: EAAB RFP- CRM 2018/005)
The Estate Agency Affairs Board (‘the Board’) was established in 1977, pursuant to the provision of the Estate Agency Affairs Act, 112 of 1976 (‘the Act”), with the mandate to regulate and control the real estate industry in the public interest. The Board is a schedule 3A public entity in terms of the Public Finance Management Act, reporting to the Department of Human Settlement (the DHS) as its Executive Authority. The Board is committed to Broad Based Black Economic Empowerment Act 55 of 2003 and the Codes of Good Practice.
The mandate of the Board is built on five key regulatory pillars, namely Registration, Education, Inspection and Investigation, Disciplinary and Claims. The core function of the Board is to enforce industry compliance through effective regulation of estate agents in general and protecting members of the public.
The Estate Agency Affairs Board (‘Board’) invites prospective service providers to submit proposals for the PROVISION OF CALL CENTRE SERVICES to include, but not restricted to providing project plans and costs of delivery of a call centre solution that is fully fledged, reliable, scalable and adaptable with a call centre management and reporting tool including staffing of call centre agents and or relevant personnel, training, setup, testing, and reporting through innovative solutions that would bring about a more effective and efficient service offering to EAAB. This Contact is for a period of Three years.
General call centre services to include but not limited to; Inbound and Outbound Live Operator services; Service or Product Information; Scripted Information Dissemination; Mailing of Literature and Information Requests; Automatic Call Distributor (ACD), Interactive Voice Response (IVR), Email Correspondence, Call Centre Overflow Capabilities; Handling Surveys and Questionnaires, etc.
NB: Please note that the call centre services shall be rendered at the EAAB offices in Sandton, Gauteng.
The Board reserves the right not to award the tender and also to conduct vetting and preliminary checks of the successful bidder.
Evaluation Criteria: Tender Proposals will be evaluated in accordance with the principles of the Preferential Procurement Policy Framework Act (Act 5 of 2000).
RFP Documents: Tender documents can be collected from the EAAB offices from 28 January 2019, between 08h00 and 16h00 or downloaded from the EAAB website www.eaab.org.za under Tenders or www.etender.gov.za
The closing date for submissions for these tenders is Monday, 11 March 2019 at 12h00. No faxed, e-mailed proposals will be accepted.
Completed RFP documents, three (3) hard copies and an electronic copy, must be clearly marked “CALL CENTRE SERVICES PROPOSAL” reference number
RFP-CRM 2018/005 and logged into the EAAB office’s Tender Box in the main reception area BLOCK A for attention of the Procurement Officer, Mr Bhekisane Maseko, Estate Agency Affairs Board House, 63 Wierda Road East, Wierda Valley, Sandton, 2196.
All bidding enquiries to be directed to: Mr Bhekisane Maseko, tel +27 11 731 5657 or e-mail bheki@eaab.org.za
All technical enquiries to be directed to: Ms. Thokozani Khumalo, e-mail thokozani.khumalo@eaab.org.za
