TO THE
PRESENTATION
OF
VIGILANCE
VIGILANCE
Kamrunnahar
Sila
Roll No. -011
Reg. No. -01873
Md.Shahinuzzaman(GL)
Roll No. -017
Reg. No. -01879
NaJifa Akter
Roll No. -048
Reg. No. -02065 Badiuzzaman
Shoaib
Roll No. -040
Reg. No. -01909
Md. Abu Sayeed
Roll No. -013
Reg. No. -01875
Tusar
Karmoker(AGL)
Roll No. -07
Reg. No. -01869
GROUP PROFILE
2Call Center Business in Bangladesh
Design Phase Of Call Centre
Strategy Phase
Definition Phase
Planning Phase
Implementation Phase
Management and Continuous Improvement Phase
SUPPORTING TECHNOLOGY
There are four types of supporting technology
1.Automatic call distribution (ACD)2.Interactive voice response (IVR)3.Computer telephony integration (CTI)4.Customer relationship management (CRM)
INDUSTRY SOLUTION
Figure I: Industrial Solution Process
TYPES OF CALL CENTRE
There are four types of Call Center
•Inbound Call Centre
•Outbound Call Centre
•Call Blending Call
Centre
•Multi-Site Call Center
TYPES OF CALL CENTRE
•Inbound Call Centre
Figure II: Procedure of inbound call center
TYPES OF CALL CENTRE
•Outbound Call Center
An outbound call center provides tools for proactive customercontact. Outbound dialing module includes predictive andpreview dialing, campaign and call list management, automatedmessaging, scheduling calls and many other features that makeagents more productive and enhance the success of outboundcontact campaigns.
•Call Blending Call Center
Call blending is used to describe a call center in which agents can
receive inbound calls as well as make outbound calls. Administrators
and supervisors can assign agents to both inbound and outbound
campaigns. This helps to save time on manually shifting agents from
one type of campaign to another. Call blending helps to increase
agent productivity by minimizing agent idle time.
TYPES OF CALL CENTRE
•Multi Site Call Center
With its expertise in call center solutions and VoIP, a company can
help design integrated call center solutions across global locations.
By combining the cost-effectiveness of IP telephony with a world-
class call center solution, multi-location call centers can benefit
largely from economies of scale and a superior customer
experience.
Figure III: Procedure of multi-site call
center
FEATURES OF CALL CENTRE
Telecommunication system regardingcall centre is a feature-rich application,ideal for call centers of varying size andrequirements. They have severaldifferent features like:•Agent Features•Supervisor Features•Campaign Management•Administrator Features•Call Recording
IMPLEMENTATIONS OF CALL CENTRE
Typical Telecom companies lend itself to multiple applications in various industries. There are various ways to implement such as:•Virtual Call center•Outsourced Call center•Call Blending•Telemarketing•Hotel Management Solution•Hosted Call center
IMPLEMENTATIONS OF CALL CENTRE
•Virtual Call center
A virtual call
center allows
businesses to
access call center
services at a fixed
monthly cost - the
services are
managed outside
the premises by a
service provider.
Figure IV: Virtual call centers
IMPLEMENTATIONS OF CALL CENTRE
Outsourced Call centers
An outsourced call centers enablesbusinesses to meet all theirtechnical requirements quicklyand in a cost-effective way -ensuring a faster Rivaling with theequipment, the solution providerprovides consultancy and criticalproject support for initiating callcenter operations. Once the callcenter is functional, the solutionprovider can continue to providesupport on a need basis.
Figure V: Outsourced call centers
IMPLEMENTATIONS OF CALL CENTRE
Call Blending
Call blending is used to describe a
call center in which agents can
receive inbound calls as well as
make outbound calls. Using this
concept, administrators and
supervisors can assign agents to
both inbound and outbound
campaigns. This helps to save
time on manually shifting agents
from one type of campaign to
another. Call blending helps to
increase agent productivity by
minimizing agent idle time.
Telemarketing
Telemarketing is the ideal solution for
call centers that are launching an
intensive sales drive. However,
manual dialing ties up agents in the
repetitive task of dialing and waiting
for an answer. TeleContact is a
preferred choice for telemarketers
trying to improve agent productivity.
Compared to a predictive dialer,
manually dialing phone numbers
wastes over 75% of each hour. Using
the Auto Dialer function of
TeleContact, businesses can benefit
from increased efficiency and reduced
cost. The Auto Dialer can also filter
out calls in the Do Not Call list.
IMPLEMENTATIONS OF CALL CENTRE
Telemarketing
Figure VI: Tele marketing
Hosted Call centers
TeleSynergy's contact center
solution, TeleContact, consists of
the call center infrastructure
coupled with the interfaces for
administrators, supervisors and
agents. In a hosted call center, the
infrastructure is remotely managed
so that administrators and
supervisors can focus on call
center activities rather than call
center maintenance. Using the
intuitive interfaces, users can
manage customers without
worrying about the technicalities of
the call center.
SCENERIO OF CALL CENTER BUSINESS IN
BANGLADESH
Bangladesh is now trying hard to grab a share of the multibillion dollar outsourcing pie bygearing up to join the bandwagon. Licenses for the country’s first-ever telephone-based callcenters are issued in February 2008. The Bangladesh Telecommunication RegulatoryCommission (BTRC), which is the licensing authority, has invited individuals and firms toapply. Bangladesh is also planning to have first of its own telephone based call center incountry. The ministry and the corporate figures of country is amazed by the growth and thewealth generated by its neighbor India by this Call Centre, Business Process Outsourcing(BPO) industry.
Customer care has been creating a great market for short-term job. Already BTRC hasbeen issued call center license to 300 institutions. According to the information BTRC, 60call centers has been started their work. Actually these centers are served by the students.By working minimum four hours a student can earn six to ten thousand taka. If anyonewant to work in call centers he need to know well English speaking and expert incomputer operating. For working in call center should be communicated directly with hisbio-data. This institution give advertise on newspaper and various web portal of job.
BTRC TO JOIN CALL CENTER BUSINESS
Anyone could get the license at a cost of Tk 5,000 for five years, which was proposedTk. 50,000 earlier, and no renewal fee for the license. "The advertisements forapplying for the license are circulated on the BTRC website from the first week ofApril 2008 and also go on television and radio.
Moreover, the BTRC proposed only 0.5 percent revenue sharing after the terminationof holiday period.
Besides, the Commission proposed to facilitate the entrepreneurs of the potential newindustry with tax holiday for three years in Dhaka and Chittagong and five years inthe rest of the country starting from the licensing.
Any good citizen having trade license can apply for the license," BTRC chairmanAlam told journalists at the break of the daylong public hearing. BTRC wouldprovide the license as long as there would be the market demand, he said, addingthat there is no condition for getting the license at this moment.
As a follow-up to Public Consultation on the Proposed Licensing Guidelines for CallCentre, BTRC invited the general public and call-center enthusiasts to attend thepublic hearing where the proposed Licensing Guidelines, and terms and conditionswere discussed openly. Over 2,000 stakeholders took part in the hearing.
CALL CENTER TRAINING
The field for call center training is expanding rapidly - perhaps because there are so many new call center agents being hired on a daily basis. It is staggering that even in the US the pace of call center growth is brisk. As these agents are hired, call center training becomes a more important issue as some call centers have had turnover rates in the hundreds of percent range.
This subject came up recently as I was discussing Call center training with a coworker who told me Ulysses Learning wants to be known as the call center training company.
Certainly there are many companies looking to be leaders in call center training and with thousands of new agents being hired each day there is lots of opportunity out there. Hopefully companies like Ulysses are targeting Dell and other companies who are getting slammed for hiring untrained call center agents.
One can only hope companies take call center agent training more seriously as the world becomes more competitive and people like Lou Dobbs begin to berate companies who not only use overseas agents but who take a customer service hit for doing so.
LIST OF CALL CENTER BUSINESS IN
BANGLADESH
24 Hours Call
Aeon Technologies
Alvee Telecom
Bangladesh Professional Training
Institute
Concord InfoTech
Dial Management
HMC Technology
Imam Network
Institute of Call Center technologies
(ICCT)
MinutesXchange Communications
Nihan Technologies and Consultancy Ltd
OneCall
REVE Systems
RT Telecom and IT Services
SysTel Communications
TZCalling:
VocalLogic
Wave Consortium Limited:
Xways Soft Pvt. Ltd.:Zamir Telecom
Limited:Niagra Systems
LimitedProgeny Services:Roy VoiceSakaimexSiddiqui
TelemarketingSun Info-Tech Ltd.:Virfice Call Center:Voicetel
Communications
FINDINGS AT A GLANCE
•Call center is a centralized physical place that responses and contracts withcustomers.•It should be located on suitable position or place where modern facilities areavailable.•Where have acute unemployed problems in Bangladesh, call center are playinggreat roll by creating employment.•It is playing a great roll to fill the dream of digital Bangladesh.•Call centers are generally set up as large rooms, with work stations that include acomputer, a telephone set (or headset) hooked into a large telecom switch and oneor more supervisor stations.•Working people in call center are mostly young and students.•Work in Call centers are generally more stressful, while back office positions, suchas in accounting, tended to offer higher quality jobs, the study found.•Among the stress factors, staff typically worked the telephones all night to servesometimes difficult customers in distant time zones.•Call centers employees suffered from higher than normal stress levels, with theindustry driven by pressures to cut costs, and this led to a high rate of staffturnover.•Health and safety risk of Call center stuffs working at night.
RECOMMENDATIONS
•BTRC should minimize the condition for licensing.•Taking more care about the health and safety risk of Call centerstuffs working at night.•Training facilities should be more moderated to make expert
employees.
•Supply of call center technologies should be available and its price
should be reduced.
•Government should encourage more this sector to make digital
Bangladesh.
•Government should create awareness especially among the young
people to solve our acute unemployment problem.
CONCLUSION
With a booming call-center business in Bangladesh,
technology companies are focusing on complying with
developed countries (U.S., India, etc.) rules for offshore
dialing and are finding themselves expanding into other
countries -kick-starting a new era in call-center technology.
"The reason why the developed countries exist as a bigger
market is because they are more amenable to outsourcing -
- they are used to working on telephones". Although
Bangladesh is also amenable to outsourcing in this time but
it is lacking behind for the shortage of suitable and modern
technology
THE
END
THANKS TO ALL
FOR BEING
WITH US
