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Podr\u00edamos considerar el per\u00edodo 2023, 2022 y 2021 para los c\u00e1lculos solicitados?\n\u2022\tEn el pliego hacen menci\u00f3n a la modalidad de teletrabajo. Para este servicio podr\u00edamos cotizar bajo este modelo? o podr\u00eda incluirse un % de la dotaci\u00f3n ? Favor confirmar", "answer": "En atenci\u00f3n a la consulta realizada, consideramos necesario mantener los periodos 2020, 2021 y 2022 para los c\u00e1lculos de los ratios financieros, a modo de obtener informaci\u00f3n m\u00e1s clara, sostenible y comparable sobre la situaci\u00f3n financiera del oferente. Por otro lado, tener en cuenta que, en etapa de planificaci\u00f3n y preparaci\u00f3n del presente llamado muchos contribuyentes aun no realizaban su cierre de ejercicio fiscal 2023., por lo que resultar\u00eda en datos inconsistentes, la finalidad de dichos c\u00e1lculos justamente es demostrar la capacidad del potencial proveedor para cumplir sus obligaciones con nuestra instituci\u00f3n en caso de ser adjudicado. Favor remitirse al PBC para la cotizaci\u00f3n de servicios requeridos. Favor, remitirse al PBC.", "dateAnswered": "2024-04-29T13:23:14-04:00"}, {"id": "521376849e40006815f01c3b763b403a-1", "date": "2024-05-09T15:51:04-04:00", "title": "Consulta", "description": "1- El requerimiento m\u00ednimo de un total de 37 recursos humanos, \u00bfes exclusivo para atenci\u00f3n al cliente? Porque el pliego menciona tambi\u00e9n un m\u00f3dulo de cobranzas pero no especifica la cantidad asociada a esa gesti\u00f3n.", "answer": "En atenci\u00f3n a la consulta realizada, aclaramos que conforme a lo establecido en el Pliego de Bases y Condiciones el Requerimiento M\u00ednimo de Recursos Humanos se distribuye de la siguiente manera:\n-\t1 (Un) Jefe Responsable\n-\t2 (dos) Supervisores\n-\t30 (treinta) Operadores\n-\t3 Operadores de Backup\n-\t1 Soporte Inform\u00e1tico\nEsta distribuci\u00f3n no especifica que el total de 37 recursos humanos sea exclusivo para el servicio de atenci\u00f3n al cliente, sino que deber\u00e1 abarcar las gestiones y/o funciones asociadas a los servicios descriptos en todos los \u00edtems que mencionamos en las especificaciones t\u00e9cnicas. Favor ajustarse a lo establecido en el Pliego de Bases y Condiciones.", "dateAnswered": "2024-05-10T14:54:00-04:00"}, {"id": "c4518698e972903b538f910708372c48-1", "date": "2024-05-09T15:53:17-04:00", "title": "Inscripci\u00f3n", "description": "\u00bfPara participar como oferente, es necesaria la inscripci\u00f3n electr\u00f3nica? O ya ser\u00eda suficiente presentando el sobre de la oferta en la fecha estipulada como fecha de entrega de ofertas.", "answer": "Conforme a lo establecido en la Ley 7021 Articulo 22 - Del Registro de Proveedores del Estado. Crease el Registro de Proveedores del Estado en el cual se inscribir\u00e1n todas las personas f\u00edsicas, jur\u00eddicas y consorcios constituidos o con acuerdo de intenci\u00f3n, para participar en los procedimientos de contrataci\u00f3n regidos por la presente LEY. Toda persona f\u00edsica, jur\u00eddica y consorcio constituido o con acuerdo de intenci\u00f3n que pretenda presentar ofertas en el marco de la presente LEY, deber\u00e1 inscribirse al registro, salvo en los procedimientos excluidos conforme a la reglamentaci\u00f3n correspondiente.\nDecreto 9823 - Articulo 20 Registro de Proveedores del Estado. Toda persona f\u00edsica, jur\u00eddica o consorcio deber\u00e1 estar inscripto en el Registro de Proveedores del Estado para participar en los procedimientos de contrataci\u00f3n regidos por la ley. Para la inscripci\u00f3n respectiva presentaran los formularios que habilite la DNCP a trav\u00e9s del SICP y presentaran los respectivos documentos respaldatorios de los datos e informaciones que se hagan constar. La presentaci\u00f3n se realizar\u00e1 en formato f\u00edsico o digital, seg\u00fan lo determine la DNCP. Admitida la inscripci\u00f3n se emitir\u00e1 una constancia que contendr\u00e1 la fecha de su emisi\u00f3n y la indicaci\u00f3n respecto a la vigencia de los documentos de la persona inscripta.", "dateAnswered": "2024-05-10T14:53:43-04:00"}, {"id": "49802ac4ad31817643261e3945381bf9-1", "date": "2024-04-22T17:25:40-04:00", "title": "Calidad", "description": "\u2022\tCalidad Essap estable kPIs a ser considerados al momento de auditar los audios de las llamadas - WhatsApp.\n\u2022\tLas muestras aleatorias a ser monitoreadas de que cantidad estamos hablando: por colaborador, por mes.\n\u2022\tCuentan con manuales -instructivos de monitoreo  de llamadas, WhatsApp\n\u2022\tAnalista de calidad, \u00bfdebe ser exclusivo de la cuenta?\n\u2022\t\u00bfLas devoluciones o coaching  lo realizan supervisores de la cuenta?\n\u2022\t\u00bfSe cuenta con cronogramas de reuniones de calibraci\u00f3n?", "answer": "Para auditar la calidad de las llamadas y mensajes de WhatsApp en Essap S.A., ser\u00edan las siguientes:\nKPIs de Calidad: Al auditar las llamadas y mensajes de WhatsApp, los KPIs clave a considerar podr\u00edan incluir la precisi\u00f3n de la informaci\u00f3n proporcionada (referente al tipo de reclamo: t\u00e9cnico, comercial y/o solicitudes), la claridad de la comunicaci\u00f3n (se realizar\u00e1n ex\u00e1menes sobre las pol\u00edticas comerciales de la empresa), la cortes\u00eda y el profesionalismo en el trato con los clientes. Estos par\u00e1metros deber\u00e1n ser establecidos con la empresa adjudicada de acuerdo con las disponibilidades tecnol\u00f3gicas existentes al momento de iniciar las actividades o ejecuci\u00f3n contractual. Las mismas deber\u00e1n poder ser medidas, verificadas y auditadas. El medio para establecer estos par\u00e1metros ser\u00e1n actas de entendimiento.\nMuestras Aleatorias: La cantidad de muestras a ser monitoreadas puede variar seg\u00fan la carga de trabajo (de lunes a viernes existe una mayor cantidad de llamadas en relaci\u00f3n a los s\u00e1bados, domingos y feriados) y la necesidad de evaluaci\u00f3n precisa. Puede ser \u00fatil establecer un porcentaje fijo de llamadas o mensajes auditados por colaborador y por mes, como un 10% o 20% de las interacciones que tambi\u00e9n deber\u00e1n ser establecidos en el Acta de entendimiento entre el oferente adjudicado y la contratante.\nManuales e Instructivos: Las pol\u00edticas comerciales se encuentran establecidos en la Ley 1614, Reglamento de Calidad para Concesionarios, Reglamento Tarifario para Concesionarios y el Reglamento del Usuario, asimismo las pol\u00edticas operacionales y procedimientos documentados en el marco de la Norma de Requisitos M\u00ednimos para Sistemas de Control Interno - MECIP 2015. \nAnalista de Calidad: El analista deber\u00e1 tener la capacidad para manejar m\u00faltiples cuentas, as\u00ed como la capacidad para atender los diversos canales de recepci\u00f3n de reclamos (Telef\u00f3nico, Escritorio Virtual, Redes Sociales)\nDevoluciones y Coaching: Las devoluciones y el coaching para mejorar la calidad de las interacciones pueden ser realizados tanto por el analista de calidad y los supervisores asignados a trav\u00e9s de la Gerencia Comercial Gran Asunci\u00f3n. Es importante garantizar que el feedback sea constructivo y contribuya a la mejora continua de los procesos.\nReuniones de Calibraci\u00f3n: Los cronogramas de reuniones de calibraci\u00f3n se realizan con frecuencia de cada 15 d\u00edas, en forma presencial o virtual y cuando la necesidad lo requieran o existan promociones, planes y/o cambio de las pol\u00edticas comerciales de la empresa a los efectos de que los analistas de calidad, supervisores y otros miembros del equipo puedan revisar y alinear los criterios de evaluaci\u00f3n, discutir hallazgos y compartir mejores pr\u00e1cticas para garantizar la consistencia en la evaluaci\u00f3n de calidad, as\u00ed como la comunicaci\u00f3n eficaz a los usuarios.\nTodas aquellas cuestiones no previstas y que surjan para mejorar la atenci\u00f3n a los clientes ser\u00e1n establecidas es las ACTAS DE ENTENDIEMIMIENTO, esto tambi\u00e9n se debe a que las aplicaciones puedan variar sus pol\u00edticas de uso y necesariamente se deber\u00e1 adecuar a ellas, pero en ning\u00fan caso podr\u00e1 ser objeto la variaci\u00f3n de las tarifas que se establezcan. Por lo tanto, se solicita ajustarse al PBC.", "dateAnswered": "2024-04-29T13:20:50-04:00"}, {"id": "2d000c2413d72c0fa3a9af6285d063e4-1", "date": "2024-04-22T17:26:30-04:00", "title": "Recursos Humanos", "description": "\u2022\tSi dentro de los 37 rrhh ya se encuentran los operadores para la gesti\u00f3n de cobranzas\n\u2022\tSolicitamos remitir el detalle del perfil del jefe responsable/Supervisore/Operadores/soporte inform\u00e1tico\n\u2022\tActualmente, \u00bfEssap cuenta con un servicio tercerizado? en el caso afirmativo, se podr\u00e1 presentar nuestra propuesta a trabajadores actuales?", "answer": "Los recursos humanos requeridos en el Pliego de Bases y Condiciones son los m\u00ednimos establecidos para la gesti\u00f3n de los servicios solicitados en el presente llamado. La empresa adjudicada deber\u00e1 contar con personal id\u00f3neo para garantizar la ejecuci\u00f3n de tareas y actividades, no obstante, la Essap S.A. cuenta con perfiles de cargo definidos para supervisores, operadores y soporte inform\u00e1tico. Actualmente la Essap S.A., cuenta con un contrato vigente de Servicios de Contact Center, dato que se puede corroborar en el portal de la DNCP. 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