Qualification · AK-CISA-8D06
Who can apply for this project.
One provider is selected. The criteria are published so you can judge for yourself before spending time on an application.
Minimum criteria
You need to be able 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 for this project. Not a coworking desk, not a residence.
- Eighteen months of live domestic voice process experience, or twelve months plus a promoter with five years in BPO operations who will be on the floor daily.
- A supervisor who can hold a compliance line. This matters more here than anywhere else. If your floor culture is "say whatever closes it", this project will fail its first audit.
- Hiring capacity — 18 people trained and certified within 25 days of award.
- Language — fluent Hindi and English on every seat. Regional depth is a 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 — call recording on 100% of calls, QA access, screen monitoring on request, weekly governance.
- Willingness to sign the MSA, NDA, SOW, Rate Annexure, Data Protection Addendum and a 24-month non-circumvention undertaking.
Preferred, not required: prior healthcare, insurance, diagnostics or pharmacy process experience. It shortens training materially and scores well, but a disciplined general domestic centre with a strong QA function is equally acceptable.
Infrastructure baseline
What the floor has to have.
| Item | Requirement for 15 seats | Checked how |
|---|---|---|
| Seats | 18 positions (15 live + 3 float), plus 3 pod leads, 1 team head and 1 QA position | Video floor walk |
| Workstations | i3 / Ryzen 3 or better, 8 GB RAM, licensed 64-bit Windows 10 or 11 | Sample screenshots |
| Headsets | Noise-cancelling USB, one per seat plus 20% spare | Declaration + audio sample |
| 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 minimum | Dialler screen share |
| Data security | No mobile phones on the floor, USB write disabled, no personal email on production machines, CCTV, clean-desk policy | Policy copy + floor walk |
| Supervision | 3 working pod leads, 1 team head, 1 QA — all on your payroll | Roster |
| Certified insurance seat | At least one agent who will complete IRDAI certification, with expiry tracked | Certificate copy at go-live |
| Continuity | Written plan for power, link or premises failure, including a work-from-home fallback that preserves recording and CRM 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 want to sublet the process or split it across sites without written approval.
- You cannot fund your own salaries for two months.
- You want to negotiate away recording, QA access or the compliance training.
- Your sales culture depends on saying whatever it takes. On a healthcare desk that is not a style difference, it is a liability.
- You are looking for a franchise, distributorship or a returns-based investment.
- You want to start with five seats. Fifteen is the minimum viable desk — the pod structure does not exist below it.
Selection
The 100-point matrix
| Capacity & infrastructure | 20 |
|---|---|
| Relevant process experience | 20 |
| Manpower & language depth | 15 |
| Quality & compliance maturity | 20 |
| Data security posture | 15 |
| Financial readiness | 10 |
| Total | 100 |
Seventy-five is the floor for award on this project — higher than our general domestic threshold, because compliance and quality carry 35 of the 100 points. Below 75 we tell you which sections cost you the points.