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Telemarketing Services Outsourced Call Centre Services Please click on one of the following: Outbound call services outsou...
Telemarketing Services Outsourced Call Centre Services Outbound Call Centre Outsourcing Execution of outbound calls with r...
Telemarketing Services Outsourced Call Centre Services Call Centre Outsourcing: <ul><li>Company Objectives: </li></ul><ul>...
Telemarketing Services Outsourced Call Centre Services Things to consider: <ul><li>A transition plan to ensure minimal int...
Telemarketing Services Outsourced Call Centre Services Call Centre Setup <ul><li>Assumes that the centre to be set up must...
Telemarketing Services Outsourced Call Centre Services Call centre Setup <ul><li>Successful call centre setup requires us ...
Telemarketing Services Outsourced Call Centre Services People <ul><li>Steps in order to set up a quality call centre team:...
Telemarketing Services Outsourced Call Centre Services <ul><li>Language Options: </li></ul><ul><li>We will provide staff w...
Telemarketing Services Outsourced Call Centre Services <ul><ul><ul><li>The initial campaign shall cater to the Client Comp...
Telemarketing Services Outsourced Call Centre Services <ul><ul><ul><li>1 - Server  </li></ul></ul></ul><ul><ul><ul><li>1 -...
Telemarketing Services Outsourced Call Centre Services Help Desk Software – For inbound campaigns only <ul><li>Computer In...
Telemarketing Services Outsourced Call Centre Services Help Desk Software Features – Inbound campaigns only <ul><li>Compla...
Telemarketing Services Outsourced Call Centre Services Our technology consultant must meet with the client, in order to un...
Telemarketing Services Outsourced Call Centre Services <ul><li>Technology: </li></ul><ul><li>Software </li></ul><ul><ul><l...
Telemarketing Services Outsourced Call Centre Services <ul><li>Consultancy </li></ul><ul><li>Consultancy Services </li></u...
Telemarketing Services Outsourced Call Centre Services CEO – Help Desk Outsourcing Shahrukh Moghal  has over 18 years of e...
Telemarketing Services Outsourced Call Centre Services Banking and Finance HSBC Bank Malaysia Berhad  Hong Leong Finance B...
Telemarketing Services Outsourced Call Centre Services Media and print Telekom Publications Sdn. Bhd - CC New Straits Time...
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Slide 1 - Telemarketing and training in Asia and Malaysia by ...

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Slide 1 - Telemarketing and training in Asia and Malaysia by ...

  1. 1. Telemarketing Services Outsourced Call Centre Services Please click on one of the following: Outbound call services outsourcing Inbound Call Services outsourcing This presentation contains 18 informative slides
  2. 2. Telemarketing Services Outsourced Call Centre Services Outbound Call Centre Outsourcing Execution of outbound calls with recruitment, training, monitoring and management of Telemarketing Agents Outbound campaigns that require less than 5 agents are accepted Daily report includes: Daily call status and objective report Weekly, monthly and completed project reporting in a format agreed upon or provided by the client. Please continue to read the rest of the slides for campaign setup details
  3. 3. Telemarketing Services Outsourced Call Centre Services Call Centre Outsourcing: <ul><li>Company Objectives: </li></ul><ul><li>Major company objective is to Cut Cost in terms of: </li></ul><ul><ul><li>Staff Training </li></ul></ul><ul><ul><li>Space Usage </li></ul></ul><ul><ul><li>Equipment used </li></ul></ul><ul><ul><li>Software </li></ul></ul><ul><li>Improve Efficiency </li></ul><ul><li>Improve Service level </li></ul><ul><li>Focus on Core Business </li></ul><ul><li>Benefits of call centre outsourcing: </li></ul><ul><li>Leveraged infrastructure of Call Centre company to reduce your operating costs. </li></ul><ul><li>Re-focus of your resources on business critical issues. </li></ul><ul><li>Increased end user satisfaction with a dedicated Help Desk environment. </li></ul><ul><li>Scalable environment to handle the peaks and valleys of call volume. </li></ul><ul><li>Valuable and expensive office space gained back for other uses. </li></ul>
  4. 4. Telemarketing Services Outsourced Call Centre Services Things to consider: <ul><li>A transition plan to ensure minimal interruption of services to your users. </li></ul><ul><li>Performance metrics (Call Centre KPI) to gauge the effectiveness of the Help Desk. </li></ul><ul><li>Call flows, problem handling, and escalation procedures. </li></ul><ul><li>Career opportunities for your existing Help Desk staff, if interested. </li></ul><ul><li>Technology options to enhance the end user experience. </li></ul>Please note: This document assumes the use of 20 agent seats. Actual number of agent seats required shall be discussed with the client during a needs exploration meeting. The fictitious numbers in this proposal have been designed to explain what it takes to set up a new call centre operation and to put it all in perspective. Outbound campaigns that require less than 5 agents are accepted.
  5. 5. Telemarketing Services Outsourced Call Centre Services Call Centre Setup <ul><li>Assumes that the centre to be set up must accommodate an initial campaign of: </li></ul><ul><li>20 agent seats running </li></ul><ul><li>24 hours </li></ul><ul><li>3 shifts. </li></ul><ul><li>Therefore, the need for approximately: </li></ul><ul><li>70 call agents to be divided into 3 shifts </li></ul><ul><li>6 team leaders to be divided into 3 shifts </li></ul><ul><li>1 Call Centre Manager </li></ul><ul><li>9 quality assurance executives – 3 per shift </li></ul><ul><li>1 IT manager </li></ul><ul><li>3 IT executive -1 per shift </li></ul><ul><li>1 internal trainer </li></ul>
  6. 6. Telemarketing Services Outsourced Call Centre Services Call centre Setup <ul><li>Successful call centre setup requires us to focus on the following key elements: </li></ul><ul><li>People </li></ul><ul><li>Technology </li></ul><ul><li>Process </li></ul><ul><li>Infrastructure </li></ul><ul><li>This proposal highlights requirement details for the setup </li></ul><ul><li>the client’s Complaint Management Hotline with direct </li></ul><ul><li>focus on People and Technology. </li></ul>
  7. 7. Telemarketing Services Outsourced Call Centre Services People <ul><li>Steps in order to set up a quality call centre team: </li></ul><ul><li>Job description and selection criteria at each level </li></ul><ul><li>Recruitment advertising </li></ul><ul><li>Interviewing and Shortlisting </li></ul><ul><li>Hiring </li></ul><ul><li>Training (Classroom and live) </li></ul><ul><ul><ul><ul><li>Development of SOP manual </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Development of agent and management manual </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Staff Orientation process </li></ul></ul></ul></ul><ul><ul><ul><ul><li>System training – provided by software entity </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Process training </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Product or client culture training – by client </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Telephone etiquette </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Telephone techniques </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Tele-service skills </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Telephone communication </li></ul></ul></ul></ul>
  8. 8. Telemarketing Services Outsourced Call Centre Services <ul><li>Language Options: </li></ul><ul><li>We will provide staff with the following language proficiency: </li></ul><ul><li>English Speaking staff </li></ul><ul><li>Malay Speaking staff </li></ul><ul><li>Chinese speaking staff </li></ul><ul><li>Indian speaking staff </li></ul><ul><li>All should be proficient in Malay language. </li></ul>People
  9. 9. Telemarketing Services Outsourced Call Centre Services <ul><ul><ul><li>The initial campaign shall cater to the Client Complaint </li></ul></ul></ul><ul><ul><ul><li>Management Hotline for 20 agent seats. </li></ul></ul></ul><ul><ul><ul><li>However, technology setup details must address expansion capabilities of up to 100 seats in order to accommodate additional client needs. </li></ul></ul></ul><ul><ul><ul><li>Therefore, the following list of hardware is required: </li></ul></ul></ul><ul><ul><ul><li>20 - Agent computers </li></ul></ul></ul><ul><ul><ul><li>2 - Team leader computers </li></ul></ul></ul><ul><ul><ul><li>1 - Manager computer </li></ul></ul></ul><ul><ul><ul><li>3 - Quality assurance computers </li></ul></ul></ul><ul><ul><ul><li>1 - Internal trainer computer </li></ul></ul></ul><ul><ul><ul><li>1 – CEO computer </li></ul></ul></ul><ul><ul><ul><li>35 – Telephone sets </li></ul></ul></ul><ul><ul><ul><li>25 – Agent headsets </li></ul></ul></ul>Technology
  10. 10. Telemarketing Services Outsourced Call Centre Services <ul><ul><ul><li>1 - Server </li></ul></ul></ul><ul><ul><ul><li>1 - Back up server </li></ul></ul></ul><ul><ul><ul><li>1 - Surveillance camera system </li></ul></ul></ul><ul><ul><ul><li>1 - Proximity card system </li></ul></ul></ul><ul><ul><ul><li>1 – Call logging / recording system including hardware and software for call monitoring and QA capability </li></ul></ul></ul><ul><ul><ul><li>1 – PABX with minimum of 20 connected lines and maximum of 100 lines capability </li></ul></ul></ul><ul><ul><ul><li>1 – Fax server – in case the client wishes to offer a fax hotline </li></ul></ul></ul><ul><ul><ul><li>1 – back up power generator </li></ul></ul></ul><ul><ul><ul><li>3 – 24 port switches </li></ul></ul></ul><ul><ul><ul><li>1- Firewall protection </li></ul></ul></ul><ul><ul><ul><li>2 – routers </li></ul></ul></ul><ul><ul><ul><li>Additional hardware requirements shall be discussed at a later stage if deemed necessary </li></ul></ul></ul>Technology
  11. 11. Telemarketing Services Outsourced Call Centre Services Help Desk Software – For inbound campaigns only <ul><li>Computer Interface to PABX ( Reading and Writing) </li></ul><ul><li>Computer – PABX Appplication </li></ul><ul><li>User ID Application </li></ul><ul><li>User ID Database Interface </li></ul><ul><li>Call Centre KPI Module </li></ul><ul><li>Call Centre Reporting Module </li></ul><ul><li>Call Centre Script </li></ul><ul><li>Complaint Management System </li></ul><ul><li>Corrective Maintenance System </li></ul><ul><li>Client Server Application </li></ul><ul><li>Web Server Applications </li></ul><ul><li>Interface Applications to HP / Fax / E-mail </li></ul>
  12. 12. Telemarketing Services Outsourced Call Centre Services Help Desk Software Features – Inbound campaigns only <ul><li>Complainant : </li></ul><ul><li>Know complainant ID using telephone no. and contact database </li></ul><ul><li>Know language option from database </li></ul><ul><li>Know the previous complaints from complainant </li></ul><ul><li>Know the status of work on complains from database </li></ul><ul><li>Manage the Complaint : </li></ul><ul><li>Use the same system to manage complaints </li></ul><ul><li>From complaint receive – verify – assign staff – update status – - time – cost - completion. </li></ul><ul><li>Staff database, Contact database </li></ul><ul><li>Same database for all concern. </li></ul><ul><li>For Call Centre KPI: </li></ul><ul><li>Unanswered Call statistics </li></ul><ul><li>Late answer Calls statistics </li></ul><ul><li>Number of Calls Statistics </li></ul>
  13. 13. Telemarketing Services Outsourced Call Centre Services Our technology consultant must meet with the client, in order to understand the actual system capacity and capability requirements. Subsequently, a formal Bill of Material consisting of itemised hardware list and the related prices of individual items shall be developed. The same is true for consultancy fees on the people aspect of the setup process and monthly management fees to be charged. Pricing
  14. 14. Telemarketing Services Outsourced Call Centre Services <ul><li>Technology: </li></ul><ul><li>Software </li></ul><ul><ul><li>Help Desk Software </li></ul></ul><ul><ul><li>PABX Interface Module </li></ul></ul><ul><ul><li>Complaint Management System </li></ul></ul><ul><ul><li>Corrective Management System </li></ul></ul><ul><li>Hardware </li></ul><ul><ul><li>PABX </li></ul></ul><ul><ul><li>Interface Server , Database Server / Application Server </li></ul></ul><ul><ul><li>Help Desk Computers </li></ul></ul>Pricing
  15. 15. Telemarketing Services Outsourced Call Centre Services <ul><li>Consultancy </li></ul><ul><li>Consultancy Services </li></ul><ul><li>Manpower </li></ul><ul><li>Help Desk Telephonist </li></ul><ul><li>Help Desk Supervisor </li></ul><ul><li>QA Executive </li></ul><ul><li>Help Desk Manager </li></ul><ul><li>IT executive </li></ul><ul><li>Help Desk Office </li></ul><ul><li>Office Space and Facilities </li></ul>Pricing
  16. 16. Telemarketing Services Outsourced Call Centre Services CEO – Help Desk Outsourcing Shahrukh Moghal has over 18 years of experience in Sales, Customer Service and Telemarketing for various products and services. He majored in Communication at Knox College, Galesburg, Illinois, USA. The experiences that he has injected into contact center consultancy date back to 1990 when he began his career as a call center agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills along with setting up client call centres. This experience as a practitioner has been instrumental in the development of his understanding of agent and team leader psychology, what drives each position and how skills are developed in each area. His experiences range from managing call centres in companies that specialize in selling tangible products such as state of the art telephone equipment to services such as vacation packages, consulting projects and training seminars. Currently, he helps organizations develop Telemarketing and Customer Service Call Centres. Outside of Human Resource Development, he has been a professional Photographer and Copy writer - a skill, which helps him in Telesales Script and Sales flow Guide Development. Serviced client organizations in Malaysia and Singapore include but are not limited to the following call centres and sales and service departments
  17. 17. Telemarketing Services Outsourced Call Centre Services Banking and Finance HSBC Bank Malaysia Berhad Hong Leong Finance Berhad – CC Hong Leong Bank Berhad – CC Hong Leong Credit Card Retention Sales Unit - CC The Bank of Nova Scotia Berhad Bumiputra Commerce Bank Berhad - CC RHB Bank Call Center - CC Eon Bank Group - CC Maybank Group Contact Centre - CC OCBC Bank Berhad Bank Rakyat - CC Bank Islam Bank Muamalat Insurance Hong Leong Assurance Berhad - CC Malaysia National Insurance MNI Oneline Call Center - CC Arab Malaysian Assurance Berhad ING Insurance Berhad Hospitality, Vacation, Leisure Nikko Hotel Malaysia Hotel Legend Worldwide Holidays Country Heights Vacation Club Automobile UMW Toyota Honda Malaysia Sdn. Bhd - CC Experience List (CC: Call Centre)
  18. 18. Telemarketing Services Outsourced Call Centre Services Media and print Telekom Publications Sdn. Bhd - CC New Straits Times Press Malaysia Berhad - CC Utusan Melayu - CC Media Prima Berhad – TV3, NSTP, FLY FM - CC Government Lembaga Hasil Dalam Negeri - CC Jabatan Kesihatan Wilayah Media and print Telekom Publications Sdn. Bhd - CC New Straits Times Press Malaysia Berhad - CC Utusan Melayu - CC Media Prima Berhad – TV3, NSTP, FLY FM - CC Experience List (CC: Call Centre) General categories MQ Sporttec (M) Sdn. Bhd. - CC Boustead Development Malaysian Oxygen Berhad - CC Malaysia Airlines Golden Boutiques IBI Holdings Berhad - CC ITI Otago Polytechnic Institute New Zealand Knowledge Group of Companies - CC Elken Sdn Bhd - CC British American Tobacco Alterni (M) Sdn. Bhd. - CC Zuellig Pharma Call Center - CC Vsource (Malaysia) Sdn. Bhd. KnowledgeCom Management PLUS – Project Lebuhraya Utara Selatan IBM Malaysia Canon Marketing Sdn. Bhd. CTOS Credit Reporting Cognis Oleo Chemicals Pil Logistics UMW Holdings Boustead Curve Development EDS MSC (Malaysia) Sdn. Bhd – Global CC CSA CSC Global IT Helpdesk - CC

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