Tender Details
Description / Scope of Work
Punjab Skills Development Fund (PSDF) invites sealed bids for the hiring of comprehensive call center services under Procurement No. 136/PSDF/CC. The scope includes both inbound and outbound call centre operations, customer relationship management systems, complaint handling, SMS and IVR services, and integrated digital communication channels. The contract encompasses call centre infrastructure and technology, human resources and training, quality assurance, reporting and analytics, call recording and retention, campaign management, and business continuity provisions. Services are to be provided from the PSDF office located at 21 A, H-Block, Dr. Mateen Fatima Road, Gulberg II, Lahore, in Punjab province. The tender seeks a service provider capable of delivering scalable, secure, and high-performance call center operations with compliance to data security and confidentiality requirements.
Bidders must be registered with relevant authorities and demonstrate prior experience in call center operations. The notice specifies requirements for performance guarantees, bid security, and submission of detailed technical and financial proposals. Bidders must submit affidavits, bidder profile information, and evidence of organizational capability. Blacklisting and debarment provisions apply to bidders with prior contractual failures or regulatory violations.
Sealed bids must be submitted on or before 03:00 PM on October 30, 2026, at PSDF's Lahore office. Bid documents are available from PSDF, and bidders should contact UAN: 042-111-11-PSDF (7733) or toll-free line 0800-48627 (HUNAR) for clarifications. The bid opening and evaluation will proceed according to the schedule specified in the tender document, following standard procurement procedures outlined in the Instructions to Bidders.
For Bidders: Our Analysis PAKISTANTENDER INSIGHT
Independent analysis by PakistanTender, written with AI from the official notice and checked by our quality rules — not part of the official notice. Always confirm details against the original tender document.
PSDF seeks a call center service provider for full-spectrum inbound and outbound operations, CRM integration, quality assurance, and digital communication services in Lahore.
The procurement document spans 78 pages with extensive technical specifications, suggesting a significant, professionally-managed contract. Notable requirements include CRM integration, compliance with data security and confidentiality frameworks, and business continuity capabilities. The tight 3-week bidding window and emphasis on blacklisting/debarment procedures indicate a formal competitive process. This appears to be a standalone annual or multi-year services contract rather than a project-based engagement, requiring bidders with mature call center infrastructure and certified personnel training protocols.
Who can bid: Bidders should typically be registered with SECP (for companies) or hold valid NTN from FBR. The notice implies experience in call center operations is essential; PEC category is not applicable. Prior experience with CRM systems, data security certifications, and compliance with telecommunications regulations in Pakistan are typically prerequisite. The document references blacklisting and debarment checks, indicating only vendors with clean regulatory history are eligible.