Qualification · AK-GICU-DEDC
Who can apply for this project.
One provider is selected. Criteria are published so you can judge for yourself before spending time on an application.
Minimum criteria
You need to say yes to all of these.
- A registered entity — private limited, LLP, partnership or proprietorship — with PAN and live GST in the entity's name.
- An operating floor with at least 18 usable seats, able to run two shifts and a seven-day rota including Sundays.
- Twelve months of live domestic experience on a voice or blended process, or a promoter with three years in BPO operations who will be on the floor.
- Real chat and WhatsApp capability. Roughly half this desk is written English and Hindi. Agents who can only talk are not enough — the writing has to be clean, warm and free of shouting capitals.
- Hiring capacity — 18 people trained and certified within 21 days of award.
- Language — fluent Hindi and English on every seat. Tamil, Telugu, Marathi or Bengali on part of the desk is a genuine scoring advantage.
- Working capital for the setup investment plus at least two months of your own running cost before the first payout lands.
- Clean record — no blacklisting, no unresolved data misuse allegation, no pending criminal proceeding against the promoters.
- Acceptance of monitoring — recording on 100% of calls, chat transcript access, QA sampling, weekly governance.
- Willingness to sign the MSA, NDA, SOW, Rate Annexure, Data Protection Addendum and a 24-month non-circumvention undertaking.
Infrastructure baseline
What the floor has to have.
| Item | Requirement for 15 seats | Checked how |
|---|---|---|
| Seats | 18 positions (15 live + 3 float), plus 2 desk seniors, 1 team lead and 1 QA position | Video floor walk |
| Shift capability | Two shifts covering 09:00–21:00, seven days on a rota with Sunday fully staffed | Roster + transport arrangement |
| Workstations | i3 / Ryzen 3 or better, 8 GB RAM, licensed 64-bit Windows; typing speed matters more than raw specification | Sample screenshots |
| Internet | Two independent providers, 75 Mbps primary, 30 Mbps failover, automatic switchover | Speed test + bills |
| Power | 100% backup, tested changeover under 90 seconds, UPS on every workstation | Video floor walk |
| Telephony | Your own dialler and SIP channels; recording on 100% of calls retained 90 days | Dialler screen share |
| Written channel readiness | Agents comfortable holding three concurrent chats with correct spelling and tone | Written test at qualification |
| Security | No personal phones on the floor, USB write disabled, no personal email on production machines, CCTV | Policy + floor walk |
| Supervision | 2 working desk seniors, 1 team lead, 1 QA — all on your payroll | Roster |
| Continuity | Written plan for power, link or premises failure, preserving recording and panel control | Document review |
Not a fit
Please do not apply if this is you.
- You are an individual looking for work-from-home income. This is a B2B contract with a registered company.
- You want guaranteed monthly income regardless of output.
- You cannot staff Sundays or a shift that runs to 21:00.
- Your floor is voice-only and your agents cannot write clean Hindi and English.
- You cannot fund your own salaries for two months.
- You want to negotiate away recording, transcript access or the weekly governance call.
- Your idea of support is closing the ticket rather than solving the problem. On a desk where the customer is a first-time business owner, that shows up in public reviews within a fortnight.
- You are looking for a franchise, distributorship or a returns-based investment.
- You want to start with six seats. The four-desk structure does not exist below fifteen.
Selection
The 100-point matrix
| Capacity, shift & infrastructure | 22 |
|---|---|
| Support process experience | 20 |
| Written channel capability | 18 |
| Manpower & language depth | 15 |
| Quality & supervision maturity | 15 |
| Financial readiness | 10 |
| Total | 100 |
Seventy is the floor for award. Written channel capability is scored on an actual test, not a claim. Below 70 we tell you which sections cost you the points.