What is a Call Center? A Call Center is any place where: • Work revolves around talking on the phone for purposes of information dissemination, telemarketing, helpdesk. • Call volume is sufficiently high • Quality of service goals are sufficiently ambitious
Why a Call Center? <ul><li> A Call Center is required for the following: </li></ul><ul><ul><li>Need to reach a large number of customers for purposes of sale of product/services (Credit Cards, Club memberships, resort industry etc.) </li></ul></ul><ul><ul><li>Need to service large base of customers without needing to establish a physical contact. (customer care of banks, airlines) </li></ul></ul>
Origin of Call Centers Call Center was first established in the late 60’s for a US Airlines by Rockwell (considered to be the father of Call Centers). The first Call Center was basically an EPABX with Automatic Call Distribution for agents sitting behind the PBX and attending the calls. As the demand for efficient customer service increased, various components were added as third party boxes like IVRS, Voice messaging, Conversation recording, to the PBX based Call center. To provide screen pop-up of the caller to the agent, the PBX was connected to the Application server (hosting the CRM) by a CT (computer telephony) server through a CT link. This resulted in a PBX based Call center to be more of a system integration job than originally envisaged. The reason was that PBX (till date) are proprietary systems.
The advancement of the PC technology, especially the improved efficiency, processing speed enabled the development and deployment of Server based Call Centers. The Server based call centers were single box solutions which hosted all the applications hitherto separate box solutions integrated with the PBX. As a result, the server based Call Centers were readily accepted by organizations looking for feature rich call centers. Today, the demand of Server based Call Centers has forced leading PBX companies to offer Server based Call Centers to their clients.
What are the applications of a Call Center? There are various applications of Call Centers: Inbound • After Sales Support/ Product Enquiry/Complaint Outbound • Tele Sales/ Survey Blended • Intelligent Scheduler • Help Desk/ Information Service • Hospitality Applications • Insurance/Account Receivable • Market Research/ Subscription Renewals • Lead Generation, Telemarketing/ Follow-up
Why in the Philippines? The Philippine Call Center Advantage Considered by most in the industry to be the premier location for outsourced contact center services, the Philippines offers unique advantages in the offshore call center market:
Language <ul><li>The English proficient Philippine population (80 million+) enjoys a 95% literacy rate with a strong American orientation. Public schools teach English, many of the radio and TV stations deliver media exclusively in English and all leading newspapers publish in English. The dominance of English media sources ensures the highest level of accent neutrality and conversational proficiency for the Philippines among all the major offshore call center outsourcing countries. </li></ul>
Human Resources <ul><li>The Philippines graduates over 70,000 engineers and 100,000 computer science majors annually, giving it the fastest growing pool of IT manpower among the call center outsourcing countries. </li></ul><ul><li>The Philippines adopts US accounting and legal business practices, bolstering its position as a source for a quality workforce suited for complex customer interactions involving these fields. </li></ul><ul><li>Expat-friendly lifestyle and culture ensures good availability of high quality middle management staff. </li></ul>
Telecom Infrastructure <ul><li>The Philippines hosts a modern, reliable and cost effective telecommunications infrastructure. Its telecommunications industry was deregulated in 1997 and subsequent massive international investments have upgraded its telecoms infrastructure to world-class standards. </li></ul><ul><li>Widespread deployment of submarine cable systems in South East Asia and advances in communications compression technology have now dramatically reduced the cost and increased the reliability of global telephony and data transmission services. </li></ul><ul><li>Businesses in the Philippines enjoy access to state-of-the-art facilities at the most affordable rates in Asia. </li></ul><ul><li>The Philippines is interconnected to 8 major international fibre optic submarine systems. </li></ul>
Legislative Framework The Philippine government promotes the call center outsourcing industry via liberal policies such as an 8-year grace period on taxes.
Who are qualified to work in a Call Center? <ul><ul><li>Excellent English communication and good typing skills </li></ul></ul><ul><ul><li>Bachelor’s Degree </li></ul></ul><ul><ul><li>Customer service orientated </li></ul></ul><ul><ul><li>Internet savvy </li></ul></ul>
Factors to be considered <ul><li>Location---is it accessible? </li></ul><ul><li>Manpower---is there enough manpower there?English-speaking? </li></ul><ul><li>Salary--would they be compensated well there? </li></ul><ul><li>Graveyard Shift--who's willing to go on night shift there?would it be safe to travel at night considering there's no taxicab? </li></ul><ul><li>Other establishments to support or say, enhance the business, like coffee shop, restaurant (preferably near the area) pool house or the like, movie house & nightspot. I think this is essential so people have a place to unwind. </li></ul><ul><li>Is it safe for Foreign Clients?---considering that they've been hearing/seeing news about chaos here in our country. </li></ul><ul><li>Accommodation---is our hotel industry able to cater to their needs? </li></ul><ul><li>Food---is there a wide choice of food? </li></ul>
Statistics No. of call centers: 30 call centers in the country No. of seats: 20,000 The major players include: Etelecare International Inc., Infonxx, PeopleSupport, C3 Customer Contact Center Inc., Sykes Asia, Inc., Contact World, SVI Connect, Cquadrant and Immequire Philippines, Inc.
International Network Europe Asia Africa Australia North America TPC5 PACRIM WEST GPT TAT-12/13 SEA-ME-WE 3 FLAG APCN APCN2 CHINA-US North America South America
International Network <ul><li>Operation of US POP through ABS-CBNI at SFO and LA </li></ul><ul><li>Provision of facility management services for MCI international frame relay node </li></ul><ul><li>Internet access connecting to various IP networks in the US via Teleglobe, MCI, UUNET, Hutchison Global Comm and Asia Netcom </li></ul><ul><li>Connectivity Partnership with Reach and HGC on Global ATM and MPLS Network </li></ul><ul><li>Ownership in the following international cable systems: </li></ul><ul><ul><li>APCN1 & 2 </li></ul></ul><ul><ul><li>FLAG </li></ul></ul><ul><ul><li>PACRIM WEST </li></ul></ul><ul><ul><li>TPC5 </li></ul></ul><ul><ul><li>GPT </li></ul></ul><ul><ul><li>CHINA-US </li></ul></ul><ul><ul><li>TAT 12 </li></ul></ul><ul><ul><li>SEA-ME-WE 3 </li></ul></ul>
Frame Relay E1 (MSA32)-With CES features Global Transport Network BayanTel Existing ATM Network Leased Line IMA Passport 7480 Hong Kong Los Angeles, CA, USA Japan JGSummit EAC PLDT POI Excell Switch E1 (MSA32)- Multiservice Roosevelt PLDT BAT CVT EAC HGC Japan HGC EAC PC1 APCN2 JPN-US WCOM Passport 7480 Passport 7480 STM-1 DS3 Router Internet Gateway MDO PDO QDO Other PP Node Leased Line Frame Relay E1 (MSA32)- Multiservice Voice E1 (MSA32) - CES features E1 (MSA32)- Multiservice Voice E1 (MSA32) - CES features Leased Line Frame Relay
Network Management Center <ul><li>Manned 24 X 7 by team of skilled & competent engineers with Nortel, Lucent, Fujitsu, GDC, Newbridge, Conklin and Cisco Certification </li></ul><ul><li>Single Point of Contact for After Sales Support </li></ul><ul><li>Manage Fault and Traffic Management for voice switches, transmission, ATM core, IP core and access networks </li></ul><ul><li>Perform Network Trouble Ticketing and Dispatch </li></ul><ul><li>Performance Management/Reports </li></ul>