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PROJECT PROFILE OF CALL CENTER

WHAT IS A CALL CENTRE

A typical call center is a service center which has adequate telecom facilities, trained consultants, accessto wide database, internet and other on-line information support infrastructure to provide information andsupport to a customer. It operates to provide round the clock and year round service i.e. 365 days and 24hour service.

CLASSIFICATION & APPLICATIONS

Thus, it is evident that Call Centers are primarily needed in an industry that has frequent interaction with a

broad client base and intensive stakes in services being offered to the customer; where time and materialvalue is of paramount importance. These services are very popular in countries such as USA, Europe,Japan and Australia . Some of the latest trends and value added services deployed as part of call centerdesign and operation are:

State of the art "Web Enabled" call center environment

Customized call handling applications

The trend toward PC/IP platform

Live, interactive call response 24 hours per day, 7 days per week.

Technical Support/ Helpdesk Services on-line

Automatic call distribution

Commitment to customer satisfaction, retention and relationship building

Comprehensive and ongoing training programs

Motivation performance driven concepts.

Professional corporate philosophy and culture.

Amongst other, the service application areas which may be addressed by call center include.

Sale Support Complaint

Handling Technical

Queries

LeadGeneration

Relationshipand Accountmanagement

Telemarketing Market

Research

DatabaseDevelopment

Billreceivables

Credit andBillingproblems

Salary cost for Call Center operations in India can sometimes be substantially lower than salaries ofdeveloped nations. This cost- effectiveness more than offsets any additional telecom costs. Therefore, foroverseas clients e.g. airlines or banks etc. it is worthwhile proposition to set up a call centers in India

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POTENTIAL CUSTOMERS

Potential Customer industries for call centres are essentially those industries which require customerinterface and transactions success is based entirely on information availability. Theses industries include:

Airlines

Banks/ Insurance/ Financial Services/ Boutiques to provide services to the customer/ callers.

Telecom services

Companies providing customized and high value services

IT products companies

Tourism & Hotels

Other services industries

SETTING UP THE CALL CENTER

Establishing a Call centre effectively needsw efficient integration and management of telecom and IT

infrastructure. A prerequisite to setting up a call cantre is having dedicated communication connectively,or leased circuit.

A global standard ratio of telecom link and capacity to maintain conversation is that an E1 link can provideupto 30 simultaneous conversations. However with available data compression technologies, it ispossible to increase this capacity by as much as 3-4 times

A call center with seating capacity of 100 persons is estimated to cost about Rs4- 4.5 crore. Essentialequipment are:

Premises

Leased circuit

Data Compression and Decompression equipment Voice enabled PCs connected to high performance servers.

Predicitive Dialers ( Considered an advantage as they help to maximize efficiency ofinfrastructure of a well as call taker)