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FSSAI issues RfP for first point of contact or contact centre
Thursday, 19 August, 2021, 08 : 00 AM [IST]
Ashwani Maindola, New Delhi
The Food Safety and Standards Authority of India (FSSAI) has issued a Request for Proposal (RfP) for contact/call centre service provider for the FSSAI.

According to the FSSAI, the purpose of this project is to operate Contact Centre activities of FSSAI through outsourcing and this Contact Centre will operate as the first point of contact of the food authority.

The services include inbound and outbound calls with IVR (Interactive Voice Response) function that would be related to general queries on food safety and compliance system, food import clearance system, laboratories, hygiene related grievances by consumers, and others including related to initiatives or recruitments. The IVR should include an indicative list related to all the services provided by the FSSAI.

According to the notice, the services were to be provided in English and Hindi. The service agents were to provide support services on: a) Current software application like Food Safety Compliance System (FoSCoS), Food Import Clearance System (FICS), FSSAI initiatives' websites etc. b) Register grievances on food safety related issues submitted by consumers through calls, SMS, emails and social media platforms. c) Address the various queries related to the Food Safety and Standards Regulations, Food Product Approval, food testing laboratories and other related queries. d) Coordinate with internal and external stakeholders for closure on issues raised. And e) Record all issues raised by various stakeholders and forward the same to corresponding division and track to closure.

An official with the FSSAI said that there was an approximate daily call volume of 600-800 calls at the Contact Centre. This number was increasing with growing awareness about FSSAI initiatives. Also, social media platforms receive another 100 complaints/queries. Emails received may vary from 50-100 each day.

Meanwhile, the last date for submission of the bid documents is September 8, 2021, 3pm, says the notice.
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