CC-3911 - India - 24x 7 Zoonotic National Grievance and Query Management Helpline Service - Deadline October 14,2026

(1) Vendor needs to provide 24x 7 zoonotic national grievance and query management helpline service.• The helpline will operate under a hub–and–spoke model, with the main helpline as the central hub which is 24*7 National Zoonotic helpline, Calls requiring support in regional languages are transferred to designated state call centers, acting as spokes.• The National Zoonotic Helpline will provide the dialer, call recording, and ticketing management system logins for seamless operations.• Level 1 (L1): The initial point of contact for end–users reaching out to the technical helpline.• Human Resources: 15 Agents login in a day (24*7), 1 Team Lead (in any given point in time), IT Lead (1), IT Team (2), Trainer (1), Quality analyst (1), Project Manager/Director (1) and other necessary personnel.• Dedicated Number: A dedicated Number for Rabies helpline.• Auto Dialler: – A cloud–based auto dialer is required.– The auto dialer will be utilized by both Level 1 and Level 2 teams to ensure efficient call handling.– State call center agents working for the 24*7 National Zoonotic Helpline will also use the same auto dialer. • Ticket Management system: – A cloud–based ticket management system is required. – The TMS will be used by Level 1 and Level 2 teams to create tickets, maintain, and track ticket histories.– State call center agents serving the 24*7 National Zoonotic Helpline will also use the TMS. – The system should provide customizable reports and dashboards, enabling end users and administrators to monitor tickets for each grievance or query. – A state–specific dashboard should be available.