3. PLUG IN TECHNOLOGIES
Headquartered in Washington D.C. & listed on the London Stock Exchange, PLUG IN TECHNOLOGIES is a Business Process Outsourcing
(BPO) firm that delivers not just onshore, but also, near-shore & offshore solutions employing over 10,000 customer service professional
s
PLUG IN TECHNOLOGIES has redefined its global presence in countries such as USA, UK & UAE establishing 21 contact centers & providin
g support in 20+ languages. Delivering innovation for over 14 years. We offer an integrated suite of services in a wide range of industrial
sectors including but not limited to financial, telecommunications, marketing, human resources, healthcare & insurance industries to su
pport & streamline an expansive array of customer-facing solutions.
Its global network of offices is a cost-effective & strategic way to outsource key customer management & back office requirements to a
partner with Fortune 100 project experience.
WE RISE BY LIFTING OTHERS
4. BACKGROUND
Call centers have arrived as a boon for the business world of today
Providing world-class services at highly competitive prices
Equipped with all the necessary features, tools
Sophisticated call center executives to make your customers feel special by being with you
Support services at economical prices
Saving you from the challenges of running an internal customer support system
In Pakistan the telecommunication industry is booming & so are the consumer. The competition is very tough &
so are the expenses. The focus of the management is towards a business is which is cost effective too along wit
h being successful. Initially the concept of outsourcing the call centers was based on Outbound calls to enhance
Sales but this focus in recent years have also shifted to inbound calls. Where both parties the company & the
vendor mutually decide on certain standards & rewards.
Outsourced Call centers promise a spectacular growth to the company in terms of providing high-end customer
support to clients. We will have the edge of being already in the business & familiar with the cons & pros. We
already have established a company & we can handle our clients demands well if he may plan to launch a new
product, or maybe want to promote an event, an increase in the volume of the inbound calls will happen,
regardless of whether we are a small or large-scale company.
5. INTRODUCTION
OBJECTIVE
We want to carry out a Business Plan for the installation and start up of a call center in Pakistan. During the last 14 years, we are in call center activitie
s Internationally and locally. This has given us the opportunity of getting acquainted with the business activities of two outsourcing local companies
competing with each other and with radically opposed HR management, throughout the various stages of their lifecycle.
Object of the study Outsourcing Companies (Outsourcing ) specialized in Call Centers that are
1) Willing to outsource themselves in Pakistan
2) These companies have local operations
3) And situated in the country where they provide the service
4) The majority of large area call centers in the world (i.e. those employing over 200 people) are outsourced
To present an internal tool that
1) Acts as a guide for managers of the specialized firms in Outsourcing Call Centers and assist them in making investment decisions in Pakistan
2) To outline the main business strategies for this business
PURPOSE
6. WHY US?
We are full service business process outsourcing call center, offering both onshore and offshore outsourcing, focusing on inbound and outboun
d call center services, data entry and data processing services, back office outsourcing services and business process outsourcing services as per
the client requirements.
Now more than ever, businesses face the pressures of shrinking budgets and increasing demands. More importance has to be placed and mone
y spent on marketing efforts to keep things afloat. With competition rising, businesses also need to focus on what will keep the customer s
atisfied. We can help you balance all these demands.
Our solutions and effective call center strategies are here to ensure that business runs smoothly and effectively, and at a low cost to you.
So why choose PLUG IN TECHNOLOGIES? Because your customers need you 24/7/365 People don't run on a 9-5 time schedule anymore these day
s.
Customers, partners, and suppliers do business round the clock. With PLUG IN TECHNOLOGIES, customers are able to get their questions answe
red when they demand them.
7. Inbound Call Center
1. Customer support services
2. Information support invoicing support servic
es
3. Delivery information and status support
4. Customer support solutions
5. Business feedback
6. Customer opinion
7. Product survey
8. Deal closing support
9. Delivery information support
10. Invoicing and order filling solutions
11. Research and survey support
12. Event management support
13. Collections support
14. Competitor updates
OUR SERVICES
Outbound Call Center
1. Telemarketing
2. Appointment fixing
3. Deal closing support
4. Dynamic order filling services
5. Customer satisfaction surveys
6. Payment reminder
7. Debt collection
8. Credit card verification solutions
9. Outsourcing program notice
10. Advertising and brand management solutions
11. Follow-up calls and mailers
12. Business correspondence assistance
8. BUSINESS PLAN
INBOUND CALL CENTER FOR JAZZ
Mobilink completed the process of outsourcing its contact centers in Islamabad and Karachi to Ibex Global, a
wholly owned subsidiary of ‘The Resource Group’ (TRG) International and Mind bridge last year in Aug, 2016.
The decision was taken after the Mobilink, Warid merger.
Initially IBEX Global were handed over the 60% of the employees and the major Ques. And Mind bridge was
looking after the rest. But Mobilink now known as JAZZ have decided to hire another Vendor and the division in
the percentages of the employees and Ques assigned to them will be equally distributed and harmonized.
Their vision behind the idea as per JAZZ is to ensure 100% Quality services being provided to their customer base
and they believe that the competition amongst the vendors will help them to maintain the service level too.
They are looking forward to ensure KPIs that will be monitored and also in placing the reward system.
9. FEASIBILTY REPORT
• Mobile phone users in Pakistan reached 137.095 million by the end of January 2017
• Up from 136.489 million by end of December
• An increase of around 0.606 million new users during the period under review
According to the PTA report, the total subscribers of Jazz – the merged company formed from Mobilink and
Warid — reached 51.534 million by end of January 2017.
Mobilink had a subscriber base of 41.253 million by end December 2016 while Warid had 10.27 million users a
month ago.
Zong and Telenor subscribers reached 27.496 million and 39.586 million by end January 2017 as compared to
26.929 million and 39.453 million by end of December respectively.
As per PTA report Jazz 4G subscribers reached 700,486 by end January 2017. Warid LTE had a subscriber’s base
of 637,363 by end December 2016.
Tele density for cellular mobile reached 70% and broadband subscribers reached 40,786,778 by end January as
compared to 40,147,991 by end December 2016.
12. INBOUND CALL CENTER
REQUIRED INFORMATION
- When
- Number of seats
- Inbound/Outbound/Both
- Front office/Back office/bo
th
- Onshore/offshore/both
- Desktop technology
- Single client/multiple client
- Insource/outsource
- Budget
- FT/PT staff
- Perm/Temp staff
- Operational hours
- Preferred shift profiles
- Demographics
- Local competition
13. WORKBREAK DOWN STRUCTURE
INBOUND CALL CENTER
SET UP MARKETING EXPANSION
Type
Local & State
Requirements
Client Hunt Advertise Larger Building Hire Additional Staff
In Bound
Out
Bound
Tele
marketing
Finance &T
axation
Fee
Structure
Local
Zoning Dept.
Research
Market
Evaluation
Services
News
Papers
Social Media
Visits &
Meetings
Location
Equipment
Security
Salary Scale
Skill Sets
Incentives & Increments
14. SET UP-CALL CENTER HIRACHEY - WBS
DIRECTOR CUSTOMER CARE
Call Center
Manager
Floor Managers
Team
Floor Supervisors
Teams
Team Leads
Teams
CCRS
Operations Team
Call Center
Scheduling
Reporting and
Analysis
Support
Team
Subscriber Management
Team
Prepaid
Adjustment
Team
Communication Unit
Recovery Teams
Digital House Team
Social
Media
Email Support
Team
Manager Quality &
Standardization Team
Evaluation Teams
Team
Leads
Evaluators
Standardization
Teams
SOPs &
Processes Call
Center
SOPs &
Processes
Business
Centers
ADMIN
Tea Boys
Genetarial Staff
