Comments
SEBI has decided to outsource an investor guidance helpline for its procedures.
It has called for bids to set up and operate a toll-free helpline that will function from 9.30 am to 5.30 pm Monday to Friday on a national level in multiple languages. The regulator proposes to extend the timings after examining the number of calls received over a three-month period.
The scope of work for the vendor consists of attending phone calls on how to lodge a complaint, against whom to lodge a complaint, how to open a demat or client account, and updating callers on the status of their complaints. The helpline would also assist callers in various procedures such as transfer, transmission of shares and IPOs.
Guidance on status of companies – whether unlisted, sick, vanished, delisted — matters related to other regulators not under SEBI purview and matters in SEBI's FAQ on different topics would be give to callers.
The third party vendor is expected to revert to SEBI within 24 hours on status of processing and will be responsible for recording and tracking of calls.
The toll-free helpline would not offer legal opinions and investment advice.
In a prequalification tender notice, SEBI has specified that only those incumbents from Mumbai and Thane regions who have a minimum capacity of 500-seater call centre on a shift (1,500 for three shifts) with a minimum of 50 optic fibre cable lines with multi-exchange connectivity are eligible to apply.
Profit-making vendors for the last five years with a minimum turnover of Rs 50 lakh during the last three years in the call centre business who have provided similar services to PSUs have been asked to apply.
Incumbents should have satisfactorily completed at least two similar works, one of which should not be less than Rs 40 lakh — preferably for the Central Government, a State Government or PSUs — in the last five years.
BPOs with five years of experience in the customer relationship management business of Indian origin or with foreign partners have been asked to apply.
SEBI is in the process of finalising a set of regulations for outsourcing of work by various market intermediaries such as brokers, mutual funds and investment bankers. The regulator is said to be against outsourcing of the market entities' core and investor-sensitive activities.
Comments
Comments
Comments have to be in English, and in full sentences. They cannot be abusive or personal. Please abide by our community guidelines for posting your comments.
We have migrated to a new commenting platform. If you are already a registered user of TheHindu Businessline and logged in, you may continue to engage with our articles. If you do not have an account please register and login to post comments. Users can access their older comments by logging into their accounts on Vuukle.