OVERVIEW
Brief description of project:
What is a call center or
how the calls centre work?
A
call center is a physical place where customer and other phone calls are
handled by a live person or persons, organization, usually with some amount of
computer automation. Usually, a call center has the ability to handle a
considerable volume of calls at the same time, to screen calls to multi level
and forward them to someone experience and qualified to handle those incoming
call, and to log calls. Call centers are used by phone, skip, msn messenger,
yahoo messenger, mail order catalog organizations, telemarketing companies,
computer product help desks, and large companies that use the telephone to sell
products and services or provide information or help customer to resolve a
problem. Some most popular terms of call centers are virtual call center and
contact center.
A
call centre is operated by a company to administer incoming product support or
information inquiries from consumers. Outgoing calls for telemarketing, product
marketing, product or service feedback, and debt collection are also made. In
addition to a call centre, collective handling of any kind of live personal
helps with the voice communication.
Call Center in Bangladesh web corner is designed
specifically to fulfill your information needs regarding call centers with
special reference to Bangladesh.
Our
site aims to provide resources and information to everyone in the call center
arena. Whether you are a prospective business owner, or an entrepreneur, or an
organization needing services of a call center or anyone within the call center
industry
Why Call Center in Bangladesh
Efficient Human Resource from BangladeshIt is very well known that Bangladesh is the country where the most attractive resource is ‘human resource’. We can offer highly skilled and educated workforce because of our increasing number of Universities and training industries. Our training industries are successful for preparing the efficient manpower for the Call Center.
Location of our call center
We have location advantage because of the 11 hour time difference with the USA. For the time zone advantage American, West European and Asia Pacific’s organizations can enjoy 24 hours customer service round the week.
In spite of the lowest cost of manpower, Bangladesh can provide the Call Center Service in cheap rate. Today we also have a vast amount of educated people from inside or outside of the country in IT sector and they are ready to serve at a very minimum cost rather than the rest of the world.
Appropriate Government’s Policy
The Government of Bangladesh offers the tax free import policy for the IT sectors that will able to create a wide range of opportunity for the establishment of Call Center. The Government’s Policy also suitable for continuing the business for long run and them always welcome the foreign investors to our country without any hesitation.
Infrastructure
our low tariff on communication sectors will add an extra advantage for the Call Center business.
our low tariff on communication sectors will add an extra advantage for the Call Center business.
Even more than how goals define
a mission statement, objectives defines a goal. In fact some people refer to an
objective as a sub goal. Formally then, an objective is a statement, derived
from a business goal, that describes a short-term, specific, verifiable
condition that must exist to fulfill the affiliated goal.
As its name implies, project
objectives are linked to a project. Goals don't just happen. To carry out the
tasks inherent in a goal statement one or more projects are started. The
outcomes or deliverables of a project are its objectives.
If a mission statement expresses
what is to be done and goals state how the promise of the mission statement is
to be fulfilled, then project objectives state when, where, who, and by how
much.
A popular rule for writing good
objectives is that they be SMART objectives. The characteristics of a SMART
objective are:
- Specific: The objective tells exactly what, where, and how the problem or need is to be addressed.
- Measurable: The objective tells exactly how much, how many, and how well the problem/need will be resolved.
- Action-oriented: The objective uses "activity indicators" to insure that something will be done. As with goal-setting, use action-oriented verbs such as deliver, implement, establish, and supply.
- Realistic: The objective is a result that can be achieved in the time allowed.
- Time-bound: The objective includes a specific date for its achievement.
Deliverables:
We wish the project will deliverable
within next nine (9) months. The project is a complex work, so we need more
time to deliver the project. The project wills deliverable at January 2010.
Milestones:
We will deliver our project within four milestones such as:
·
From
May to July is needed to prepare structure and gathering materials, equipment
etc.
·
From
August to October we will complete the whole work of call center and replace
the equipment.
·
In
the month of November we will test the call center, if we found any problem we
will solve it.
·
Finally
in January 2010 we will open the call center for all.
Expected profitability &
competitive impact:
The call center concept in Bangladesh is new. In Bangladesh
there have few call center. We know the more competitors in the market, the
more competition and the less profit. In Bangladesh there has only few call centers,
so there have low competition and here profitability is more.
OBJECTIVES
Detailed description of projects deliverables: Our aim is to establish a call center named
‘Solution call center’ and our objective is to deliver excellent service to the
customer. To deliver prompt, effective and efficient service to the client, we
must work hard and it need more time to complete the project. We wish the
project will deliverable within next nine (9) months. The project is a complex
work, so we need more time to deliver the project. The project wills
deliverable at January 2010.
Vision and Values of Solution Call
center:
The Vision of solution call center is to be every
client's trusted outsourcing partner on a long term basis. To set the next
standard in outsourced contact center tale services by improving our client
experience, and meet up their expectations. And we deliver one call at a time,
every call, every time.
We have strived to meet the
outsourcing needs of our clients through:
ü Using of
superior technology and infrastructure.
ü Training,
recruiting and retaining skilled personnel.
ü Maintaining a
high standard and focus on quality.
ü Maintaining a
healthy business relationship with our clients.
With
our vision, client focus, and a commitment to operational excellence,
Solutions has become the premier provider of diversified business process and
outsourcing services offering innovative and effective solutions for clients
around the world. We manage programs with rigorous processes and procedures to
integrate all program components into one seamless operation. We deliver added
value to customer-contact at every stage of the customer lifecycle, from
acquisition to cross selling, customer care to help desk and technical support
to receivables management. Every detail of every contact focuses on increasing
customer value and loyalty.
Mission is to
provide our clients with information they can put to use immediately in making
critical business or organizational decisions. Our goal is to be extraordinary
in every aspect of our work with clients. Extraordinary means premium-quality
market information that is:
ü Customized to
meet the needs of our client's company or organization, rather than
"canned" or generalized.
ü Specific to
our client's unique industry, company or organizational characteristics,
products and services, reputation and image, and markets served, rather than
generic to a particular industry.
ü Focused on the
decisions our clients are facing, rather than based on broad industry trends or
"expert opinions”.
ü Usable
given the decisions our clients face, their company's characteristics,
resources, and markets, and their timeline.
Every day, our clients entrust their customers
and business to our employees, who engage in telephone and Internet contact,
call center operations, information technologies and management,
telecommunications, sales, customer service. “Solution” is a provider of
offshore Contact Center Solution. We offer inbound and outbound call center services,
order taking, customer service, class and seminar registration, answering
service and web enabled customer support.
How can we help you? It's not just a question; it is our philosophy and the cornerstone of everything we do. Since Inception our focus has been to continually find new and better ways to help our clients "make profitable connections with their customers". Whether by traditional telephone based contact, email, chats or web collaboration, we make the most of every contact.
How can we help you? It's not just a question; it is our philosophy and the cornerstone of everything we do. Since Inception our focus has been to continually find new and better ways to help our clients "make profitable connections with their customers". Whether by traditional telephone based contact, email, chats or web collaboration, we make the most of every contact.
Our Commitment as an Offshore Contact Center
Solution Provider
- You will always receive a prompt call back if you leave a message.
- You will always receive a prompt response to an email inquiry.
- We do what we say. That means on time and on budget.
- You will never get the corporate "run around".
We provide clients with:
- higher quality telephone and web-based customer service
- lower base operating cost
- maximum customer value
Businesses
intent on growth simply cannot cost effectively develop the same in-house level
of sophistication in technology and human resources.
General
Approach
Market & Demand Analysis:
As firms seek
competitive edge, it has become increasingly important to have complete
information regarding the market that they aim to dominate. With market
research, they can have singular information regarding the demand and supply
for various products, solutions and services, demographic and geographical
data, competition analysis and strategic planning. You can provide meaningful
and lucrative data to such organizations that are looking to gather genuine
information via various means such as market surveys, questionnaires,
interviews, and feedback forms. You can enable your customers to analyze
product trends and market statistics, while offering them additional
value-added services such as tracking customer opinions. If you wish to offer
them a value proposition aimed at increasing their market penetration, or
increasing brand loyalty, you need a solution which empowers you to gather and
organize valuable business data with ease.
With Solution
call center repertoire of innovative contact center solutions, you can collect comprehensive data
via direct calls, multimedia messaging, and voice records and present that data
to your customers. Solution call center blended (outbound, inbound)
solution empowers you to get in touch with the right set of audience, obtain
information and manage the data. You can expand your set of contacts by
maximizing your outbound interactions via voice, E-mail, Chat, SMS, or FAX.
Market Analysis
In this chapter we will define:
1.The market
2.Geographical area
3.Consumer behavior
Market segmentation
In this chapter we will define:
1.The market
2.Geographical area
3.Consumer behavior
Market segmentation
- The market is the people or organizations that will participate in the buying and selling processes of the products or services or use these products or services.
- The geographical area refers to a type or range of products in a defined geographical zone.
- Once we
have defined the market and the geographical area you need to summaries
the needs and behavior of the consumers. Who are they? Why do they need
the product or service?
- Different groups of customers will have different requirements. The market for any product can be split into individual segments, where each segment describes customers with similar requirements, tastes, characteristics, interests, or lifestyles. Segmentation indicates gaps in the market and highlights requirements of different types of users, enabling products to be positioned to meet those needs.
Demand Analysis
In this section weare going to make a numerical evaluation of the market and the segments of the market that you have defined in the following areas:
Potential demand
Actual demand
Future demand
In this section weare going to make a numerical evaluation of the market and the segments of the market that you have defined in the following areas:
Potential demand
Actual demand
Future demand
Evolution of demand
1. The potential demand is the maximum the consumers could buy in a determined period of time.
1. The potential demand is the maximum the consumers could buy in a determined period of time.
2. Actual demand is the demand for the product or
service this year or the previous year if the data is not available. It is
possible to obtain sales data on a national or regional level from many
different sources. If there is no data available you need to make estimates
using other methods.
3. To establish future demand, estimate the
increase in demand for the next year as a percentage of actual demand.
4. To see the potential evolution of demand make a graph of historical sales in your sector, using this you can see the market trends and define the phases of the product life cycle. Using the actual, potential and future demand figures and applying them to the market segments previously identified by geographical region, objectives can be created as detailed later.
4. To see the potential evolution of demand make a graph of historical sales in your sector, using this you can see the market trends and define the phases of the product life cycle. Using the actual, potential and future demand figures and applying them to the market segments previously identified by geographical region, objectives can be created as detailed later.
Technical Analysis
Technology used in the Call Centre
is given below:
Call centers use a wide variety of different technologies to allow them to manage large volumes of work. These technologies facilitate queuing and processing of calls, maintaining consistent work flow for agents and creating other business cost savings.
These include :
* ACW (After call work - Sometimes called "wrap" or "wrap-up")
* ACD (automatic call distribution)
* Agent performance analytics
* AHT (Average Handle Time)
* ANI (automatic number identification)
* Automated surveys
* BTTC (best time to call)/ Outbound call optimization
* Call Recording (call recording software)
* CIM (customer interaction management) solutions (Also known as 'Unified' solutions)
* Chat and Web Collaboration
* CTI (computer telephony integration)
* CRM (customer relationship management)
* Desktop Scripting Solutions
* Electronic performance support systems
* Email Management
* Enterprise Campaign Management
* Issue tracking system
* IVR (interactive voice response)
* Knowledge Management System
* Outbound predictive dialer
* PDS (Predictive Dialing System)
* Outsourcing
* Quality Monitoring (call recording software)
* Speech Analytics
* Third party verification
* TTS (text to speech)
* Virtual queuing
* Voice analysis
* Voicemail
* VoIP
* Voice recognition
* WFM (workforce management).
Call centers use a wide variety of different technologies to allow them to manage large volumes of work. These technologies facilitate queuing and processing of calls, maintaining consistent work flow for agents and creating other business cost savings.
These include :
* ACW (After call work - Sometimes called "wrap" or "wrap-up")
* ACD (automatic call distribution)
* Agent performance analytics
* AHT (Average Handle Time)
* ANI (automatic number identification)
* Automated surveys
* BTTC (best time to call)/ Outbound call optimization
* Call Recording (call recording software)
* CIM (customer interaction management) solutions (Also known as 'Unified' solutions)
* Chat and Web Collaboration
* CTI (computer telephony integration)
* CRM (customer relationship management)
* Desktop Scripting Solutions
* Electronic performance support systems
* Email Management
* Enterprise Campaign Management
* Issue tracking system
* IVR (interactive voice response)
* Knowledge Management System
* Outbound predictive dialer
* PDS (Predictive Dialing System)
* Outsourcing
* Quality Monitoring (call recording software)
* Speech Analytics
* Third party verification
* TTS (text to speech)
* Virtual queuing
* Voice analysis
* Voicemail
* VoIP
* Voice recognition
* WFM (workforce management).
Financial analysis:
Cost of project
Start up capital
Call
center agents are the main ingredient of success in any call center. Solution
call center understands this; our asset is certified call center. We put in
practice the best Customer relationship management (CRM) services. We understand
the importance of call center agents training, that the product is only as good
as those delivering it, hence we train our Telemarketing agents with state of
the art interactive training programs developed by International Telemarketing
experts, thereby allowing each staff member to benefits from hands-on training
prior to dealing with live calls. When it comes to telemarketing services our
team is made up of Telemarketing/Telesales experts.
Solution firmly believes in the importance of training, learning and benchmarking for achievement of outstanding quality calls standards.
Training inputs are imparted to every call center agent on an ongoing basis to maintain enhanced performance levels and individual growth.
Since learning and development is a continuous process special attention is paid to the requirements of the candidates in terms of knowledge, skills and attitude.
The following programs and workshop are mandatory for all Associates joining our call center:
Solution firmly believes in the importance of training, learning and benchmarking for achievement of outstanding quality calls standards.
Training inputs are imparted to every call center agent on an ongoing basis to maintain enhanced performance levels and individual growth.
Since learning and development is a continuous process special attention is paid to the requirements of the candidates in terms of knowledge, skills and attitude.
The following programs and workshop are mandatory for all Associates joining our call center:
- Listening Skills
- Telephone etiquette's
- Customer relationship management
- Communication and Team Effectiveness
- Team Building/leadership skills
- Time Management
Training
is a continuous process that begins with fundamentals and philosophies and
expands with e-commerce customer services & e-business solutions. Through
customer product knowledge and internet marketing research we train our call
centre staff to get the best result. To this end, emphasis will be placed on
customer product knowledge and role-playing. We will encourage our clients to
be involved in the training process, as they can be instrumental in sharing
background and real life experiences.
·
All the financial information & amounts are we assume in
this project
List of Equipment
|
Equipment
|
cost
|
|
Mainframe computer
|
250000
|
|
Desk
|
150000
|
|
Desktop
|
125000
|
|
Headset
|
45000
|
Plant & machineries:
Solution needs a huge number of machineries. The cost amount is
also big. Solution will be 20 seats
call center.
|
capital requirement
|
Amount
|
|
Land
Building
Equipment:
Desk 1,50,000
Desktop 1,25,000
Mainframe computer
2,50,000
Headset 45,000
Utilities 1,80,000
Total equipment
cost
Total project cost
|
20,00,000
18,00,000
7,50,000
|
|
45,50,000
|
|
|
|
|
|
|
Debt capital
The debt equity is shared by the
several financial organizations like below:
|
Financial Partners
|
Shared Capital
|
|
Bank
|
20,50,000
|
|
Investment
|
25,00,000
|
|
Total
|
45,50,0000
|
Five Year Projections
|
Financial Year
|
2009
|
2010
|
2011
|
2012
|
2013
|
|
Price per call Unit
|
Tk.
20
|
Tk.
20
|
Tk.
20
|
Tk.
20
|
Tk.
20
|
|
Call number of Volume
|
9,00,000
|
15,00,000
|
20,00,000
|
22,00,000
|
27,00,000
|
|
Sales Revenues
(Price per Unit
x Sales Volume)
|
1,80,00,000
|
3,00,00,000
|
4,00,00,000
|
4,40,00,000
|
5,40,00,000
|
|
Total Variable Costs
|
90,00,000
|
1,50,00,000
|
2,00,00,000
|
2,20,00,000
|
2,70,00,000
|
|
Gross Margin
(Sales Revenues
– Cost of goods sold)
|
90,00,000
|
1,50,00,000
|
2,00,00,000
|
2,20,00,000
|
2,70,00,000
|
|
Less:
Expense
Net Profit
|
55,62,000
34,38,000
|
63,54,000
86,46,000
|
63,60,000
1,36,40,000
|
62,90,000
1,57,10,000
|
78,20,000
1,91,80,000
|
* Here, Fixed Cost = Tk. 3, 00, 00,000
Projected Expense List
|
|
2009
|
2010
|
2011
|
2012
|
2013
|
|
Rent
|
2,00,000
|
2,00,000
|
2,00,000
|
2,00,000
|
2,00,000
|
|
salary
|
2,50,000
|
3,54,000
|
3,60,000
|
3,90,000
|
4,20,000
|
|
Promotion
|
36,12,000
|
43,00,000
|
43,00,000
|
42,00,000
|
57,00,000
|
|
Interest
|
15,00,000
|
15,00,000
|
15,00,000
|
15,00,000
|
15,00,000
|
|
Total
|
55,62,000
|
63,54,000
|
63,60,000
|
62,90,000
|
78,20,000
|
Break even Point
·
Break even volume =
= 
= 30, 00,000 Units
·
Our Profit Volume ratio = 
= 0.5
·
Our break even sales volume = 
= 
=6,00,00,000
|
|
|
|
Loan
Repayment
|
Year
|
Principle amount outstanding
|
Installment
|
Interest
|
Principle repayment
|
|
1
|
20,00,000
|
5,27,790
|
2,00,000
|
3,27,708
|
|
2
|
16,73,278
|
5,27,790
|
1,67,240
|
3,60,746
|
|
3
|
14,11,855
|
5,27,790
|
1,32,182
|
3,96,522
|
|
4
|
8,80,245
|
5,27,790
|
91,450
|
4,36,174
|
|
5
|
5,16,567
|
5,27,790
|
48,932
|
4,79,792
|
Contractual
aspects:
Agreements with
various parties: At
the beginning of the project we need to collect trade license and we must
do an agreement with BTTB for 20 seats call center.
Organizational legal
form:
·
Solution will
be a partnership organization. It followed the rule of 1932 partnership
business.
·
All of promoters have a written agreement of investment &
profit distribution.
·
Total profit will allocate among promoters according to
promoters investment percentage.
Bangladesh Telecommunication Regulatory Commission
started issuing licenses for call centers in April, 2008. BTRC invited the
general public and call-center enthusiasts to attend the public hearing where
the proposed Licensing Guidelines, and terms and conditions were discussed
openly.
BTRC would provide the license as long as there would be the market demand, he said, adding that there is no condition for getting the license at this moment. Anyone could get the license at a cost of Tk 5,000 for five years, which was proposed Tk 50,000 earlier, and no renewal fee for the license.
BTRC would provide the license as long as there would be the market demand, he said, adding that there is no condition for getting the license at this moment. Anyone could get the license at a cost of Tk 5,000 for five years, which was proposed Tk 50,000 earlier, and no renewal fee for the license.
BTRC said the license fees for five years will be
taka five thousand and there will be no renewal charge. Maximum 40 per cent
foreign investment (FI) will be allowed for hosted call centre service
providers, BTRC officials said at the public hearing.
The licenses will be in three categories for both national and international services, such as hosted call centre services provider, hosted call centre license and call centre license.
Up to 40 percent foreign investment will be allowed to set up a hosted call centre services provider but 25 percent for others.
The licenses will be in three categories for both national and international services, such as hosted call centre services provider, hosted call centre license and call centre license.
Up to 40 percent foreign investment will be allowed to set up a hosted call centre services provider but 25 percent for others.
Project review date: We
wish the project will deliverable within next nine (9) months. The project is a
complex work, so we need more time to deliver the project. The projects will
deliverable at January 2010. We
will deliver our project within four milestones such as:
·
From
May to July is needed to prepare structure and gathering materials, equipment
etc.
·
From
August to October we will complete the whole work of call center and replace
the equipment.
·
In
the month of November we will test the call center, if we found any problem we
will solve it.
·
Finally
in January 2010 we will open the call center for all.
Schedules
Schedules: Schedule is the list of all
milestones and events which indicates the individual responsibilities and the
predecessor relationships.
We will deliver our project within four milestones such as:
·
From
May to July is needed to prepare structure and gathering materials, equipment
etc.
·
From
August to October we will complete the whole work of call center and replace
the equipment.
·
In
the month of November we will test the call center, if we found any problem we
will solve it.
·
Finally
in January 2010 we will open the call center for all.
Personnel
Training &
Development
Some general training issues of Solution
call center:
Focus Areas of
Solution’s Training:
We believe life is all about learning and an organization's success depends increasingly on the knowledge skills and motivation of its work force. Employee success depends on having opportunities to learn and to practice new skills. We hire the best of breed talent, train them and provide them with a winning and growth oriented work culture and best practices along with strong ethics. Our motivation at Green Esta BPM helps us deliver exceptional performance in areas of:
We believe life is all about learning and an organization's success depends increasingly on the knowledge skills and motivation of its work force. Employee success depends on having opportunities to learn and to practice new skills. We hire the best of breed talent, train them and provide them with a winning and growth oriented work culture and best practices along with strong ethics. Our motivation at Green Esta BPM helps us deliver exceptional performance in areas of:
1. Accuracy
2. Courtesy
3.Effective Communication.
2. Courtesy
3.Effective Communication.
Our Customer
Care Associates are trained to understand customer’s expectations to response
in their fittest way. Handling irate & difficult customer which imbibes
negotiation skills, Telephone skills, customer care, and sales techniques.
Proper control and command over the language. E-mail and typing techniques.
Plan for a successful
implementation.
During
the purchase process, it is critical to communicate and motivate everyone in
the center to participate in the process. While implementing workforce
management results in a more efficient operation and a less stressful
environment in the long run, it is important to realize that such an
implementation may mean a cultural change for agents, supervisors, and
management in the short term. The largest potential benefit is more efficient
scheduling, but in order to accomplish this, some agents’ schedules will have
to change. It is important to devise a strategy to accentuate the positive
effects and to include all involved in the workflow and schedule planning.
Legal requirements:
Organizational legal
form:
·
Solution is a
partnership organization. It followed the rule of 1932 partnership business.
·
All of promoters have a written agreement of investment &
profit distribution.
·
Total profit will allocate among promoters according to
promoters investment percentage.
License legal form:
·
Has trade license for opening business.
·
Solution call center will need License from BTTB as 20 seats
call center.
Services:
Generally Solution
is a service oriented company. It provide high quality, value added contact center
services. Mostly it involved the services bellow:
. 1. Outbound services
2.
Inbound services
3.
Training center
4.
BPO services
Bangladesh Telecommunication Regulatory Commission (BTRC)
started issuing licenses for call centers in April, 2008. As a follow-up
to Public Consultation on the Proposed Licensing Guidelines for Call Centre,
BTRC invited the general public and call-center enthusiasts to attend the
public hearing where the proposed Licensing Guidelines, and terms and
conditions were discussed openly. Anyone could get the license at a cost of Tk
5,000 for five years, which was proposed Tk 50,000 earlier, and no renewal fee
for the license.
BTRC said the license fees for five years will be
taka five thousand and there will be no renewal charge. Maximum 40 per cent
foreign investment (FI) will be allowed for hosted call centre service
providers, BTRC officials said at the public hearing.
The licenses will be in three categories for both national and international services, such as hosted call centre services provider, hosted call centre license and call centre license.
Up to 40 percent foreign investment will be allowed to set up a hosted call centre services provider but 25 percent for others.
The licenses will be in three categories for both national and international services, such as hosted call centre services provider, hosted call centre license and call centre license.
Up to 40 percent foreign investment will be allowed to set up a hosted call centre services provider but 25 percent for others.
As the BTRC is proposing for the entrepreneurs to
use IPLC (International Private Leased Circuit) for operating the call centers
initially, the participants of the public hearing found it much expensive and
asked the BTRC to look into the matter.
Description of designation:
CEO: Chief of organization Founder and main investor of Solution
call center. He will take the decision of any matter related with the call
center. He has to set the goals related with the executive matter. He also has
the responsibility of organizing among the elements of organization.
Director administration: Director Admin has the responsibility of
organizing and managing things related to administration. He makes all decision
happen according to CEO’s directions. All International business and
communication will handled by him.
Director operation: He is the key person of technical
management. He has the responsibility of made the certain operational project
of call center.
Director finance: Finance Director has to observe the
financial sector of Solution call center. Finance director has to create Budget
and to make final financial statement. Auditing fund is the responsibility of
finance director.
Quality assurance supervisor: Quality assurance manager observe the
quality that are providing to customer. He has to make policies for better
customer service quality.
Operation manager: Operation manager has to control whole
operating system of call center. Operation manager has to do all technical work
and monitor the main system of network. He is the main control of mainframe
computer and networking issues.
IT Supervisor: IT supervisor has to make solution of any
kind of troubleshooting related technical operation.
Training supervisor: Training supervisor will train staffs and
agents for customer service. He has to make the both technical and customer
service training strategy.
Shift supervisor: Shift supervisor has to manage all shifts
of agent. Solution is 20 seats call center. It has 4 teams. Each team has to
work 4.6 hours. Approximately per agent has to work 4.6 hour. Shift supervisor
has to control the shift management.
Team manager: Solution call center has 4 teams containing
4 team managers. Each team has 5 agents. Team manager has to manage his team
during work hour and to report shift supervisor after end of shift work.
Customer Agent: Customer agents are the main stuff of
call center. Customers will talk with agents for giving support. A customer
agent must have some quality to talk with customers. Qualities of our customer
agents are given below:
- Comfortable with internet and e-mail,
- Pleasant telephone voice and manner
- Good speaking ability
- Above –average oral and written communication skills
- Refined sales and customer service abilities
- Keyboarding and computer skills
- Ability to multitask in a fast-paced environment
Call Center
Recruitment
Usually
call center recruitment follows a simple three-step process, which is very
stringent and allows no loopholes or chances for any slack during the process
of choosing the right people.
Set
on a fast growth track, the Call Center Industry is faced with an unprecedented
entry of young, educated talent. Statistics prove that attracting the right
candidates, training and most significantly retaining them is one of the main
challenges faced by the call center business. Good call center recruitment and
training process ensures that our call center is staffed with world-class
personnel, and manages one of the lowest employee turnover levels in the
business. Call Center’s team of customer service agents
empowers clients worldwide towards consistent business growth and higher
operational efficiency.
Three-step call center
recruitment process involves:
Selection
of Customer Service Agents
The channels we have
identified for agent selection are:
- Internal Employee Referrals
- Internet Job Sites
- Campus Interviews
- Press advertisements
- Job Fairs
- Tie-ups with strategic accounts
- Official Website/online applicants
- Bill Boards
- Radio
- Internet
- Direct Mailers
- Visibility and Branding
- Screening
- HR - The candidates' track records are verified and references, attrition risk, no hire zone and salary fit are checked.
- Group Discussions - Candidates are assessed for verbal communication skills with a focus on accent, diction, clarity of speech and thought, and their overall confidence.
- Operations - Highly effective methodologies have been developed to evaluate candidates on teamwork, initiative and ability to work under pressure. Basic tests are administered to check written English, numerical and analytical skills. Based on their assessment and skills inventory, candidates are assigned roles ensuring the best fit.
- Induction - The final step of the call center recruitment process is an induction for the team members, where they would be imparted information on:
§ An introduction
§ Basics of the Business Process
Outsourcing (BPO) Industry
§ Company Code of Conduct
§ Security & Data Integrity
§ Benefits & Perks
§ Joining Formalities
§ Baseline Evaluation
§ Pre-Process Training
§ Process Training
Evolution
methods
The monitoring system:
The first step in setting up any monitoring system is to
identify the key factors to be controlled. The project manager wants to monitor
performance, cost and time but must define precisely which specific
characteristics of performance cost and time should be controlled and then
establish exact boundaries within which control should be maintained.
Milestones of the project must be review. The labor hours used, the number or
extent of process or output changes, the level of customer satisfaction and
similar items may be worthy of note on individual projects. The monitoring system
is a direct connection between planning and controlling.
Marketing plan
Situational analysis:
Situational
analysis includes present relevant background data on sales, cost the market,
competitors and the various forces in the macro environment. How is the market
defined, how big is it, and how fast is it growing? What are the relevant
trends affecting the market? What is the product offering and what are the
critical issues facing the company? All this fact is discussed in this part.
Size
Call center has not started in Bangladesh yet.
So, much business organization will pay concentration to this call center. Many
of the business organization are facing a common problem and that is
communication gap stuck between the customer and the organization. Sometime
they fail to satisfy their customer only because of their week communication.
Many other foreign companies are having the same problem. Those business
organizations are looking for a proper solution. This call center will help
them to come out from this problem. So we can state that, this our call center
is going to have a large number of possible customers.
Needs
Now a day’s many
companies are customer orientation. This implies that the company focuses its
activities and products on consumer demands. Generally three ways of doing
these activities such as: the customer driven approach, the sense of
identifying market changes and the product modernism approach.
From call center
customer wants to get following services:
- Best services in near to the ground of the cost
- Expert customer care service.
- Telemarketing service.
- Current marketing condition report.
- Enlarge market coverage.
Trends
Solution distinguishes
themselves by marketing services not only previously to customer in Bangladesh. The
number of customer is not restricted to any one country. Call centers almost a
new phenomenon in Bangladesh.
A survey shows that 86% call center serves to their local customer & only
14% serves to their international customer. In India call center is now a very
popular service. So the market trends are showing continued growth if call
center.
STP ANALYSIS
STP analysis is required
to growing marketing skills. STP analysis is to categorize the segments &
give them service according to their need create a brand image on customer
brain.
Segmentation
The process of
dividing a total market into subgroups with similar characteristics is market
segmentation. Market segmentation consist a group of who share a similar set of
need. Call center technology makes it possible to access a large,
geographically dispersed customer base, so organization are now able to target
particular group of customers, rather than serving the general population or
all customer in a given area. Customer segmentation strategies in call centers
are becoming wide sprite. We can divide our market into two part, local market
& international market. We can subdivide these two segments into Manufacturer
Company; services oriented company mass media etc.
Targeting
Target market is
defined the group of potential customers. The target market of Solution is
shown below:
ü
Different
kind of organization
ü
Multinational
companies
ü
Foreign
companies
ü
Serve
them a cheap rate services to handle their large number of customer.
Positioning
Positioning is the
act of designing the company‘s offering & occupancy distinctive place in
the mind of the target market. The goal is to locate the brand in the minds of
customer to maximize the potential benefits to fastest help service. This
positioning will be achieved by latest by technology and trained staff. Our
management is able to use vast experience to develope the services.
Marketing
mix:
The
efficient meshing of Product, Price, Promotion & Distribution strategies to
accomplish success is known as the marketing mix. Our marketing mix is
comprised of the following approaches.
Promotion
& distribution:
Through a
scalable state-of-the-art outbound call center infrastructure, the companies
can be assured of a solutions-based approach that meets its telephonic and e-commerce
needs related to a particular product campaign and its successive promotion.
The
outbound call centers offer solutions that can be tailor-made as per client
requirements. They offer fully integrated solutions for acquiring more
customers and building a stronger customer base helping to launch the product
and build awareness.
Outbound
call centers provide exclusive product promotional support to customers through
tale-services. They help generate momentum and grow new customers to create
awareness and excitement for client's newest products. Outbound calls to the
target audience provide promotional product messages consistent with the
company's product promotion strategies.
The service also
supports
- New product launches and line extension introductions
- Product recalls
- Product advisory notices
- New product indication announcements
- Product hotlines
- Outcomes research
Our
Process for Appointment Setting Services
Fig: Process for appointment
setting service.
Our Process
Solution’s mission
is to provide our clients with information they can put to use immediately in
making critical business or organizational decisions. Our goal is to be extraordinary
in every aspect of our work with clients. Extraordinary means premium-quality
market information that is:
- Customized to meet the needs of our client's company or organization, rather than "canned" or generalized
- Specific to our client's unique industry, company or organizational characteristics, products and services, reputation and image, and markets served, rather than generic to a particular industry
- Focused on the decisions our clients are facing, rather than based on broad industry trends or "expert opinions"
- Usable given the decisions our clients face, their company's characteristics, resources, and markets, and their timeline
- Delivered as promised in a high-quality, usable format, on-time and within budge.
Our marketing
mix is comprised of the following approaches.
Advertisement
Advertisement is
the way to promote any business. We can take following steps for advertisement.
ü Using internet.
ü Using hoardings
ü Using
of mass media
Outsourcing
In a truly customer driven market, success depends on a company's ability to be with the customer on a round the clock basis satisfying all their product and service specific needs. For large Fortune 500 corporations, outsourcing their business processes makes sense. It allows the corporation to focus on its core competencies enabling it to manage growth and quick implementation models for cost cutting.
We a growing Bangladeshi CRM company, which offers a cost effective range of integrated customer care services. We offer an unparalleled level of customer satisfaction across our world-class competencies viz. email response, real-time chat, call center services, knowledge management, customized CRM architecture and related value added services.
Our key performers are our team of professionals and consistent process transitioning methodology. We complement our strong global orientation with a thorough understanding of the Indian call center operating environment. Importantly, we enjoy an enviable employee satisfaction level.
In a truly customer driven market, success depends on a company's ability to be with the customer on a round the clock basis satisfying all their product and service specific needs. For large Fortune 500 corporations, outsourcing their business processes makes sense. It allows the corporation to focus on its core competencies enabling it to manage growth and quick implementation models for cost cutting.
We a growing Bangladeshi CRM company, which offers a cost effective range of integrated customer care services. We offer an unparalleled level of customer satisfaction across our world-class competencies viz. email response, real-time chat, call center services, knowledge management, customized CRM architecture and related value added services.
Our key performers are our team of professionals and consistent process transitioning methodology. We complement our strong global orientation with a thorough understanding of the Indian call center operating environment. Importantly, we enjoy an enviable employee satisfaction level.
Solution will assure encompasses the following:
- Excellent quality and consistency
- Reduced turnaround time
- Significant cost reduction
- Reduced time to market
- 24X7 customer support services
Pricing:
Pricing
strategy is involved with establishment pricing for the product that will return
a profit. The pricing decision made by the organization is critical for the
range survival of the company.
Cost:
ü The up-front infrastructure costs
involved in providing customer service whether via phone, email or live
Internet chat, are enormous.
ü An in-house call center requires
investment in the space and technology to handle the highest demands that are
expected in the foreseeable future.
ü Backup systems need to be built to deal
with system down times, maintenance or repair.
ü Customer care is a labor-intensive
activity. Because of high turnover and tight domestic labor pools, it requires
on-going investment in recruitment, training, checking and other human
resources costs.
ü Thus the HR department may end up
spending a disproportionate amount of time seeing to the needs of what may be a
relatively small part of the overall operations of your organization.
ü Dramatic shifts caused by seasonal or
even hourly volume changes also translate into high costs.
ü Additionally, a partner with
overseas-based facilities can provide your organization with the cost benefits
associated with a global talent pool, without the hassle and expense of
establishing a base so far from home.
Workforce management
The Need for Automated Systems
The changing mix of contact
volume, coupled with the growing complexity of staff scheduling (longer
operating hours, weekend shifts, mixture of full- and part-time staff, etc.)
make the problem of workforce management ideally suited for the computer.
Workforce management (WFM) software,
combined with the historical and real-time statistics of the ACD, is an essential tool for today’s
professionally managed call center.
The basic functions associated
with a workforce management software system are as follows:
- Call volume forecasting. A WFM system uses historical and current call information from the ACD and other contact center systems to predict future call volume based on overall calling trends, seasonal factors, and other predictable calling patterns. Forecasts are automatically updated with new information about contact patterns through a direct interface with contact center systems such as the ACD, outbound dealer, or email/fax servers.
- Staffing calculations. A telephone traffic engineering technique is used to determine the required number of staff based on the forecast workload for incoming calls. This technique, called Erlang C, takes into account the random arrival of calls into the center, as well as the “hold for the first agent” queuing that typically takes place. Other mathematical models are used to factor in the sequential workload of emails and/or outbound calling.
- Staff scheduling. “Bodies in chairs” staff requirements along with non-productive time estimates (for breaks, trainings, meetings, etc.) are used to determine a schedule requirement for each half-hour or quarter-hour period. A set of optimal schedules is then created based on these requirements and a call center’s unique scheduling rules and constraints. These schedules are then assigned to staff based shift bid rules and employee preferences.
- Day-to-day performance tracking. Perhaps the most critical component of a workforce management system is the intra-day comparison of actual performance against the plan. Call center management must actively compare actual workload by half an hour to the forecast, and actual number of staff on the phones to the schedule plan. The call center manager needs to see these changes as they are happening, in order to make necessary adjustments to meet service goals.
Cost Justifying Workforce
Management Tools
Not all call centers need an
automated system to accomplish workforce management tasks. Necessity of
automated system depends on function, size and operating complexity. Generally
call centers with more than 30 agents with an increasingly complex scheduling
environment (round-the- clock operations or an increasing volume of
emails/faxes, for example) can cost justify automating these functions.
An automated workforce
management system generally produces measurable improvements in the following
areas:
- More efficient scheduling. The savings associated with more efficient scheduling can take many forms, including reduced overall staff hours, reduced need for overtime, and identification of overstaffed periods to offer time off without pay. Workforce management system users generally experience a minimum reduction of staff hours of 2 % and average potential is in the 5 – 10% range.
- Automation of workforce management tasks. Depending on how often forecasting and scheduling tasks take place and to what degree they are currently automated, there is a wide range of potential savings in staff time by automating these tasks with a full-featured workforce management system. It is generally expected that at least 25% of administrative and managerial time currently devoted to the manual performance of these tasks can be saved.
- Reduction in workforce shrinkage. Many hours of staff time are lost in most call centers due to excessive amounts of non-productive time (time spent not handling calls). An automated workforce management system can provide historical and real- time information on schedule adherence and schedule exceptions for better management and control of staff, reducing workforce shrinkage by 2-5% in most call centers.
- Reduction in network costs. By creating a set of schedules that minimizes understaffing as well as overstaffing, implementing workforce management results in a more consistent level of service to callers and may reduce queue time and toll-free network costs.
- Increased revenues. For call centers that realize revenue by answering calls (catalogs, reservations centers, etc.), workforce management automation can help reduce queue times and improve service, thereby reducing the number of abandons and increasing the number of revenue calls completed.
In addition to these measurable
cost savings, there are many intangible benefits. Perhaps the biggest of these
is the addition of a sophisticated “what-if” planning capability that allows
management to forecast and plan staff needs for the short term to respond to
unexpected changes, as well as long-term budgeting and planning.
Selection Guidelines
Organizations considering a
workforce management purchase should need the following guidelines:
- Cast a large net. Invite all qualified vendors to present their products. Insist on a detailed demonstration and ask lots of questions about how the package would work in meeting your center’s specific mode of operation. Remember you’re looking both for full range of functionality in addition to ease of use.
- Talk to others that have done it. At a minimum, talk to four or five other organizations similar to yours (in size, type of operation, ACD brand) that have implemented a system. Visit at least two of these and talk to managers about the benefits they’ve received as well as the day-to-day users about ease of use and customer support.
- Consider the support capabilities of each vendor. Workforce management software systems are not simple, off-the-shelf packages. They typically require specialized training and ongoing consultative support to make the most of their capabilities. Ask about documentation, training, and access to customer support. It’s also important to understand what to expect about future upgrades and enhancements.
From all these, employees are
acquainted with the actual call handling techniques in the call center by way
of extensive mock-calls sessions.
Potential Problems
Any
project may face some problems.
Conclusion
Green Esta where great people and innovative
technology combine to bring you the best in Call center services. Every day,
our clients entrust their customers and business to our employees, who engage in
telephone and Internet contact, call center operations, information
technologies and management, telecommunications, sales, customer service.
“Green Esta” is a provider of offshore Contact Center Solution. We offer
inbound and outbound call center services, order taking, customer service,
class and seminar registration, answering service and web enabled customer
support.
Call center agents are the main ingredient of success in any call center. Green Esta understands this; our asset is certified call center. We put in practice the best customer relationship management (CRM) services. We understand the importance of call center agents training, that the product is only as good as those delivering it, hence we train our Telemarketing agents with state of the art interactive training programs developed by International Telemarketing experts, thereby allowing each staff member to benefits from hands-on training prior to dealing with live calls. When it comes to telemarketing services our team is made up of Telemarketing/Telesales experts.
Green Esta firmly believes in the importance of training, learning and benchmarking for achievement of outstanding quality calls standards.
Training inputs are imparted to every call center agent on an ongoing basis to maintain enhanced performance levels and individual growth.
Since learning and development is a continuous process special attention is paid to the requirements of the candidates in terms of knowledge, skills, and attitude.
References
1.
Call Center Operation: Design, Operation, and
Maintenance_ by Duane Sharp
Digital
Press 2003 (303 pages)
Gives
complete coverage of the critical issues involved in the design, implementation, organization,
and management of a customer call center.
2.
The manager’s step by step guide to outsourcing _ By Linda R. Dominguez
Copyright
2006 by the McGraw-Hill Companies, Inc. All rights reserved. Manufactured in
the United States of America.
Except as permitted under the United States Copyright Act of 1976, no part of
this publication may be reproduced or distributed in any from or by any means,
or stored in a database or retrieval system, 0/07/148310/1
The
material in this e-Book also appears in the print version of this title: 0-07-145824-7.
3.
Marketing management Philip kotler
& Kenvin lane Keller
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