Meher Nigar S Harmin (073759056)


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Meher Nigar S Harmin (073759056)

  1. 1. PROSPECTS OF IP TELEPHONY BASED CALL CENTER IN BANGLADESH Call center is a centralized office of a company that answers incoming telephone calls from customers or makes outgoing telephone calls to customers. They can handle a considerable volume of calls at the same time and can also log calls. It is the focal point of customer service for most companies today. Using a variety of technologies including computer automation, call centers connect the customer and the organization to meet customer needs in real time. Call centers have application in many industries offering customer service. Many organizations use call centers to solicit clients or customers for new sales or donations and contributions. They can also be used to accomplish surveys of customer satisfaction o public opinion. Call centers can be divided into three groups: • Those that focus on outgoing calling • Those that focus on incoming calls • Those that are established to accomplish multiple tasks A call center is a critical component of modern companies, and should be included in overall business process management (BPM) strategy. Call center software helps route customer support calls to the next available agent or most appropriate person in a specific department based on interactive menu options. Call centers also use sophisticated software to call prospective contacts. Technology plays a major role in the call center. Computers are used to access customer records, product information, ordering status, transaction history and other various important data. They play as the primary and the most essential tool for call center agents. They even contact customers through email and can also blend mails with phone calls. No call center can work without the availability of computers. Call centers offer a strong and diverse career path for customer service representatives. Several options in both management and technical areas are open for individuals willing to work in a call center. • Supervisor or team leader • Training development and delivery • Workforce scheduling • Quality monitoring or quality assurance • Business analyst (reporting and financials) • Process specialists • Human resources • Information technology • Facility design and maintenance
  2. 2. Call center have particular significance in three areas : • Customer service and retention: Call center serve as the means by which the organization creates a long term relationship with individual customers. • Direct marketing: Services or products required by the customer are directly marketed on phone or on Internet. • Source of management information : A call center with good software accumulates a great deal of information about customers Call Centre Types • CRM Call Center • Phone Call Center • Inbound Call Center • Tele-Marketing Call Center • Interactive Call Center • Virtual Call Center • Outbound Call Center • Web Enabled Call Center Call Center may be divided into various types according to their functions and areas of operation. Most commonly call centers are divided into inbound call center and outbound call center. In an inbound call center, agents receive calls from customers who need to obtain information or report a mal function. In an outbound call center, agents initiate a call to a customer mostly to sell a product or a service. Please click on the links to find out more on Call Center Types. Inbound Call Centre An inbound centre is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales. The services of inbound call centres are designed to handle catalog orders, help desk queries, dealer locations and more. They offer customized services that are designed to meet the requirements of all kinds of businesses. The inbound call centre professionals process calls and integrate Interactive Voice Response (IVR) and/or Internet services to sell additional products and offer services in a dedicated environment. Inbound Call Center offer • Skilled, professional, customer support and technical service representatives • Improved market coverage • Faster ramp-up, launch, and roll-out of new campaigns • Experience with programs similar to yours • Rapid response to market conditions • Account management expertise • Enhanced reporting capabilities • Market testing capabilities
  3. 3. Outbound Call Centre The success of the Outbound Call Centre depends on the extensive experience, technological solutions, quality assurance programs and commitment to customer service excellence that further ensures maximum results from the direct marketing efforts. .The outbound clients benefit from the rigorous adherence to highly cost-effective, results-based production and management processes. The key to success is the thorough understanding of the business. Having understood the differences between business-to- consumer and business-to-business telemarketing, the outbound call centers use experienced management to focus on the unique requirements of each client and their targeted market - from recruiting to hiring, training and production. The qualified personnel employed in the outbound call centers excel in highly attentive outbound call center service environment. The well developed and thorough procedures ensure that the individuals on are prepared and accountable for the success of programs. Services of Outbound Call Centers: • Market Intelligence • Database Selling • Direct Mail Follow-up • Lead Generation Qualification Management • Seminar Population • Product Promotion • Debt Collection • Information and Literature Fulfillment • Appointment Scheduling • Decision Maker Contacts • Up Sell/Cross Sell Campaigns • Surveys • Customer Satisfaction A set of technologies that enables voice, data and video collaboration over existing IP- based LANS, WANs, and the Internet. IP technology uses open IETF and ITU standards to move multimedia traffic over any network that uses IP.
  4. 4. An overview of how VoIP works Voice over Internet Protocol (VoIP)is a protocol optimized for the transmission of voice through the Internet or other packet switched networks. VoIP is often used abstractly to refer to the actual transmission of voice (rather than the protocol implementing it). This latter concept is also referred to as IP telephony, Internet telephony, voice over broadband, broadband telephony, and broadband phone. The last two are arguably incorrect because telephone-quality voice communications are, by definition, narrowband. There are two types of PSTN-to-VoIP services: Direct inward dialing (DID) and access numbers. DID will connect a caller directly to the VoIP user, while access numbers require the caller to provide an extension number for the called VoIP user. VoIP challenges: • Available bandwidth • Network Latency • Packet loss • Jitter • Echo • Security • Reliability • In rare cases, decoding of pulse dialing
  5. 5. About Call Center Outsourcing Many large companies are outsourcing their entire call center operations to other countries, most notably to India, South Africa and the Philippines which all have large English-speaking populations. This is part of a larger general move to outsourcing various business processes. There is also much hype and news about IT outsourcing in general. While there are lots of great examples of call center outsourcing, this strategy is also fraught with risk. This is due to a poorer level of good management or communication infrastructure in other countries currently. Call center outsourcing done right can reduce costs while maintaining customer satisfaction. However, as with any outsourcing, strong communications, detailed scope of work, regular status reports, careful monitoring, and having a backup strategy are all crucial to making call center outsourcing work. About IVR (Interactive Voice Response) Interactive Voice Response (IVR) is software that provides a series of interactive menu options to a person that calls a customer support phone number. IVR software in a call center can accept either telephone touch-tone keypad input or voice input from the caller. Using computer telephony integration (CTI), IVR software can "hand off" a call to a company representative. The use of IVR in inbound call centers can dramatically increase the number of calls, while decreasing costs, that a company can handle. However, it is important that IVR be setup logically and simply so as not to confuse or frustrate callers with an overly long or complex series of menu options and choices. In addition, consider having a voiceover professional do the IVR recordings. About Predictive Dialers A predictive dialer is piece of hardware or software in a call center that automatically dials a large number of phone numbers that are stored in a contact database. Specifically, predictive dialers are used in an outbound call center or telemarketing operation. Predictive dialers can dramatically increase telemarketer productivity and efficiency in the call center by handling disconnected phone numbers, unanswered numbers, busy signals and answering machines. In addition, predictive dialers monitor the length of each live call by each agent, and calculate the average time spent per call, or average call length. In this way, call center efficiency goes up dramatically as the predictive dialer can dial a number and hand it off to an agent as soon as the previous call has ended. As such, company representatives spend less time dialing numbers and more time talking to prospective customers
  6. 6. Call Center in Bangladesh can help in • Telemarketing and Sells • Customer support • Collections and Order Management • Independent contact • Ticketing and Travels • Business Process Outsourcing Customer Care Call Centers Bangladesh can provide in-depth customer service support 24 hours per day. We can also dispatch service and technical support personnel according to escalation protocol. Through our technological innovation end to end CISCO set up and customized solutions, we offer superior level of customer support and require databases can be maintained and accessed locally or across the web. Call Centers Bangladesh customer service can include: • Customer Care and Support • Catalog/Order Entry • DRTV/Direct Response • Credit Card/Order Processing • Appointment Setting/Sales Visits • Multi-Language and Communication Support • Order Management & Fulfillment Services Technical Helpdesk: At Call Centers Bangladesh, we can build technical support solutions with layers of technical support. The front line team takes the initial call and solves the most common problems. The next layers are specialists in various aspects of the products, for the most complex problems. It can provides a team of technical experts. The results are satisfied customers, reduced service costs and a potential additional revenue stream Customer solutions and support for: • Troubleshooting calls • Software problems • Internet service problems • Computer hardware problems • Corporate helpdesk support
  7. 7. • Up-sell/cross-sell purchases Voice Broadcast Voice broadcasting is the delivery of a pre-recorded voice message to a live person, answering machine or both. It is, by far, the most cost effective form of contacting customers, employees, groups and prospects. Voice broadcasting is used successfully by many industries and organizations as an effective means of communicating corporate voice messages, informational messages, past due notices, reminders and verifications. Voice Broadcast Voice broadcasting is the delivery of a pre-recorded voice message to a live person, answering machine or both. It is, by far, the most cost effective form of contacting your customers, employees, groups and prospects. Voice broadcasting is used successfully by many industries and organizations as an effective means of communicating corporate voice messages, informational messages, past due notices, reminders and verifications. Domestic Market • Telecommunication Sector • Financial sectors • Entertainment Industry • Travel and tourism • Manufacturer • Distribution, Whole Sales • Public Sector • Social awareness programs If we try our best and follow the criteria of other country we can easily get high in Market of Bangladesh.