SoW - Hiring of External Agency – Call Centre Outsourcing

Scope of Work for Hiring of External Agency – Call Centre Outsourcing

1. Organization Overview

Found in 2000 on the belief that World Change Starts with Educated Children®, Room to Read is creating a world free from illiteracy and gender inequality through education. We are achieving this goal by helping children in historically low-income communities in developing literacy skills and a habit of reading, and by supporting girls as they build life skills to succeed in school and negotiate key life decisions. We collaborate with governments and other partner organizations to deliver positive outcomes for children at a scale. Room to Read aims to benefit 40 million children by 2025.

Room to Read India was established in 2003 and presently has programs in twelve states – Andhra Pradesh, Bihar, Chhattisgarh, Delhi NCR, Jharkhand, Karnataka, Madhya Pradesh, Maharashtra, Rajasthan, Telangana, Uttarakhand, and Uttar Pradesh. 

2. Project Details - Strengthening Foundational Literacy Project (SFLP)

Goal: To strengthen foundational literacy skills of Grade 1 and Grade 2 children enrolled in government schools of Hazaribagh and Giridih district through Structured Pedagogy and Quality Children Literature.

The project combines structured pedagogy, teacher and CRP capacity building, and access to age-appropriate children’s literature through cluster libraries. Using a three-pillar Early Grade Literacy approach—oral language, orthographic skills, and exposure to diverse texts—the initiative seeks to improve reading fluency and comprehension. With over 1 lakh children targeted, the project addresses gaps highlighted in the Foundational Learning Study (2022), where only 45% of Grade 3 students in Jharkhand achieved minimum proficiency in reading with comprehension.

3. Scope of Work

Duration: Oct’25-Feb’26
Location: Jharkhand - Giridih/ Hazaribagh/ Ranchi
Engagement: 4 hours/day, 6 days a week.

Objective:

To strengthen project implementation through the deployment of tele-callers who will maintain periodic contact with Cluster Resource Persons (CRPs) and Teachers. Tele-callers will collect data to inform program decision-making, reinforce academic priorities, and provide project team with required data and insights to provide required support to teachers in schools.

Key Responsibilities (R&R)

Information sharing, Data Collection & Tracking

Agency:

• Conduct structured telephonic calls with CRPs and teachers as per call schedules.
• Collect data on multiple indicators such as lesson plan usage, practice time, teacher-led assessments, CRP visits, etc.
• Enter collected data accurately into designated formats.
• Share daily/ weekly call logs and reports with the district project team as per set timelines.
• The calls will be completed on a defined script capturing questions on the following themes:
  • Reinforce key academic messages related to lesson plan adherence, classroom practices, and student assessment.
  • Guide CRPs and teachers on upcoming academic priorities, trainings, or review meetings.
  • Provide clarity on using Teacher Guides (TG), Student Workbooks (SW), and other academic resources if required.
  • Escalate common doubts/challenges to the project team for timely resolution.

Room to Read India Trust:

• Provide the finalized call scripts and guidelines, ensuring alignment with project objectives and academic priorities.
• Conduct orientation and refresher training sessions on project expectations, call protocols, and data quality standards.
• Share backend data required for the calls, including contact details of CRPs/teachers.
• Provide ongoing feedback and updated information by reviewing weekly reports with the agency, assessing call quality, data accuracy, and reporting, and ensuring tele-callers have access to current project updates, training calendars, and key academic messages for reinforcement.

Team Requirements

• Tele-callers                 06
• Supervisor                  02

Note: Female Callers preferred

Monthly Deliverables

• 25 successful calls per caller per day.
• Accurate as well as timely data entry and submission of all the calls made every day (both attended and not attended).
• Block-wise weekly and monthly reports highlighting trends, challenges, and recommendations from CRPs/ teachers.
• Call logs or sample call notes as evidence of reinforced academic support messaging through
• One-day monthly review meeting of calling team and project team

Qualifications & Skills

• Preferred Minimum Graduate (Education background preferred).
• Atleast 2 years of prior experience in education projects, surveys, or tele-calling preferred.
• Clear voice and strong communication skills in Hindi and other local languages (both verbal and written).
• Basic computer literacy and ability to work with data entry tools (Excel/Google Sheets).
• Positive attitude, Patience, Integrity and ability to engage respectfully with teachers and CRPs.

Evaluation Criteria (Ranking of the Agencies as per the cut offs of 75%)

• Prior experience in similar projects/surveys/tele-calling (5marks)
• Experience in Jharkhand or similar geographies(5marks)
• Years of team experience(5marks)
• Systems for accurate/timely data entry, report generation maintaining ethical standards(5marks)
• Alignment of budget with deliverables(5marks)

Data Security and Safety

• Ensure confidentiality of all data collected during calls; no data may be shared externally without prior written approval from Room to Read.
• Personal information of teachers, CRPs, or students must not be stored on personal devices of callers.
• All data to be entered only into designated project systems (e.g., SurveyCTO, Google Sheets) with restricted access.
• Any data breaches, accidental or deliberate, must be reported immediately to the Room to Read project lead.
• Calls should be conducted in a professional manner ensuring dignity, respect, and safety of respondents.
• Voice recordings (if applicable) can only be done with prior consent and must be deleted post-validation.

Payment Terms:

• Monthly on the basis of completing deliverables successfully and approval by project point person from RtR.

How to Apply:

Proposals are invited from the interested agency for the above assignment and the last date for receiving the proposal is

5^th October 2025 at procurement.india@roomtoread.org  [do not copy anyone from RtR]

Kindly submit your proposal with the following subject line:  

• EMAIL (1): TECHNICAL PROPOSAL – Call Centre Outsourcing
  • A technical proposal should include a comprehensive company profile.
  • The proposal should clearly outline the approach and methodology for executing the activity.

Submission terms:

• All agencies are strongly advised to carefully review the Scope of Work (SoW) before submitting their application.
• Incomplete submissions or any deviation from the stated submission guidelines will lead to automatic disqualification.
• Proposals received after the deadline will not be considered.
• Only shortlisted agencies will be contacted for financials and may be invited for a face-to-face or online interaction/presentation.
• The organization reserves the right to accept or reject any proposal, in whole or in part, without assigning any reason.
• Canvassing in any form will lead to disqualification.

For queries :

All queries or requests for clarification must be submitted in writing to Ms. Neha Premchandani at Neha.Premchandani@roomtoread.org no later than 1 October, EOD.

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