This document discusses a SWOT analysis of call centers in Bangladesh and provides key details: Strengths include abundant and cheaper labor compared to Western counterparts, with lower attrition rates. Weaknesses are higher infrastructure costs and skilled labor shortages. Opportunities exist in the large global ITES market and potential to brand Bangladesh beyond low costs. Threats include anti-outsourcing legislation and competition from other emerging locations.

1. ETE405 :: Lecture 6 Dr. MashiurRahman Book : Cisco - Voice over IP Fundamentals Page 95-

2. SWOT Analysis for Bangladesh based call center

4. Cheaper workforce than their counterparts. Wage difference as high as 70-80 percent when compare to counterparts

5. Lower attrition rates than in the West

6. Dedicated workforce aiming at making a long-term in the field

7. Round-the-clock advantage for Western companies due to the huge time difference

9. Skilled manpower shortage

10. Local Infrastructure

12. Bangladesh can be branded as a quality ITES destination rather than a low-cost destination

14. Workers in British Telecom have protested against outsourcing of work to off-shore BPO companies.

15. New ITES destinations as China, Philippines and South Africa could have an edge on the cost factor.

17. Lower-cost IP infrastructures enable ISPs to pass savings on to customers in the form of lower tariffs. In international markets, where long-distance rates are high, ISPs can offer competitive services while still maintain high profits. In the United States, the Federal Communications Commission (FCC) classifies ISPs as "enhanced service providers," which is why they currently don't have to pay access charges to local exchange carriers for routing long-distance calls through those carriers' networks. This means that the ISPs have a lower cost structure than other long-distance companies. Service Provider Calling-Card Case Study

18. The following list breaks down the call-flow of a pre- or post-paid call through an IP network: Subscriber dials local phone number of service provider (call leg A). Subscriber gets a second dial tone and is prompted to enter the destination phone number, account number, and password if calling away from home. Call is completed to the destination phone (call legs B and C). Two-Stage Dialing Two-stage dialing means that you don't dial 1+10 numbers and directly ring the person you are calling. Instead, you call a number that prompts you for authentication or provides you with a second dial tone, at which point you can dial the number you want to call.

20. Internet Call Waiting (ICW)

22. Receive the call on the PC using H.323 software (VoIP).

23. Drop the Internet session and receive the call on the telephone (PSTN).

26. All the benefits of ICW also exist for V2L. One key additional benefit is that service providers can offer outbound traffic, which can, in turn, create significant revenue streams for the service provider. Also, subscribers can save a tremendous amount of money on long-distance charges.

28. Convergence Plan and Goals What is the total expenditure on voice networks and capital equipment? What is the primary application for VoIP (toll bypass, call-center, or ICW)? How many remote sites does the company have? How many people are at each remote site? What is the average phone usage in minutes per user per site? How many calls are placed to interoffice locations? What is the average cost per minute per location? What is the customer's expectation of quality (cellular, toll)? What is the total number of long-distance minutes between sites? What percentage of traffic is expected to be voice/fax? Can the existing IP infrastructure support the necessary quality of service (QoS) for voice?

29. Integrated Voice and Data Network

30. cost savings Phones use DHCP and keep phone numbers regardless of physical location. Cabling to the desktop is easier (everything is Ethernet). Call appearance remains the same whether the user is at home or at work. This enables fully transparent telecommuting. The call-processing engine is now on a standard platform, which provides the enterprise network with greater flexibility. Cisco's Call Manager is actually configurable through Hypertext Markup Language (HTML), which simplifies administrative overhead as well as PBX administration. Cisco's Call Manager can also support other standards-based interfaces such as Station Message Desk Interface (SMDI) for an interface into a legacy PBX. As an example, you can use this interface to illuminate the message-waiting light.