This document discusses infrastructure decisions for an outbound call center. It begins with a brief history of call centers and an overview of their evolution and technology advances. It then describes the two main types of call centers - inbound and outbound. For outbound call centers, it outlines the options of manual dialing versus predictive dialing technology. The rest of the document provides details on the components, types, advantages and cost considerations of predictive dialing and hosted solutions. It concludes by discussing Arbayes Call Center's decision to test a hosted predictive dialing solution and presents sample reports comparing the performance under the new versus old infrastructures.

1. Making Infrastructure
Decisions for an Outbound
Call Center
Istanbul Bilgi University
Grad Project Presentation
ALİ KEMAL BAYDAR
2010

2. Call center is a centralized office of a company that answers incoming telephone
calls from customers or makes outgoing telephone calls to customers.
HISTORY
Around 30 years ago in the USA, the travel and hospitality industry began to centralize
their reservation centers into what we would recognize now as huge call centers.
Banks have also used them since the 1970s at least, and later in that decade, with the rise
of the catalogue shopping movement and outbound telemarketing
Technologically speaking, call centers have advanced in the last ten years. Earlier, it was
just a labor intensive department trying to handle some customer queries.
CALL CENTER

3. Call Center may be divided into two types according to their functions and areas of
operation.
 INBOUND
An inbound center is one that handles calls coming in from outside. Agents receive
calls from customers who need to obtain information or report a mal function.
 OUTBOUND
Outbound call centers are those call centers from where the calls are made to the
customer. agents initiate a call to a customer mostly to sell a product or a service.
TYPES OF CALL CENTER

4.  The success of the Call Centers depends on the technological solutions.
 A Call Center requires the integration of several different technologies to
maximize the use of information and to streamline the activities of call
center operators.
 For an Outbound Call Center generally is there two alternative technical
Structure:
I. MANUEL DIALING
II. PREDICTIVE DIALING
OUTBOUND CALL CENTER
TECHNOLOGY

5. Next Generation Technology for your Inbound/ Outbound/Blended Call Center 2007 Intellisoft LTD.
Manual And Predictive Dialing

6. By using a predictive dialer to filter out these unproductive
calls and to spare the agent from having to wait for the
phone to be answered each time.
PREDICTIVE DIALING

7.  ACD (Automated Call Distribution)
ACD systems are call routing utilities for incoming calls and can be even used to route calls originated by the predictive dialer to
the next available agent.
 INTERACTIVE VOICE RESPOND TECHNOLOGY (IVR)
Interactive Voice Response (IVR) Systems are designed to provide easy to configure automated call handling systems that can be
tailored to individual needs. This comprehensive system leads to distribution of routing information with the help of FAX or pre-
recorded voice messages.
 PHONE SYSTEM AUTO DIALERS
Auto dialers are designed to automate the process of making and receiving telephone calls. It is a system that calls numbers from a
list or database when an agent in the pool is available.
 CALL RECORDING AND MONITORING SOLUTION
Call recording and monitoring solutions help to train the agents and improve customer service.
 CRM SOLUTION
 Customer Relationship Management (CRM) solutions facilitate firms to create the customer relationship needed to uncover new
business opportunities and enhance client service. DATABASE.
 CTI SOFTWARE
Computer Telephony Integration (CTI) is the advanced technology that serves as the focal point of the working of modern call
centers. It integrates the organization's computer and telephone systems and the facilitates effective applications to make every
phone call, inbound and outbound.
 SOFT PHONE
The soft phone functions on the Local Area Network (LAN) over the Internet, enabling the employees to work either in corporate
offices, satellite remote offices or from the convenience of home.
COMPENENTS FOR PREDICTIVE
DIALING

8.  SOFT DIALERS
Software-only dialers are often cheaper because they do not require expensive telephony
components.
 HARD DIALERS
Hardware dialers use dedicated telephony boards to perform call progress analysis and
answering machine detection
 SMART PREDICTIVE DIALERS
Smart predictive dialers combine auto dialing with voice messaging and phone agents who
are prepared to handle calls initiated by the dialer.
 HOSTED PREDICTIVE DIALERS
The only requirement for a firm to use a hosted predictive dialer system is a computer with
an Internet connection.
 HYBRID PREDICTIVE DIALERS
Hybrid predictive dialers are basically soft dialers that rely on a hosted VOIP service for
calls. Unlike soft dialers, a hybrid dialer does not connect to an existing PBX system.
Instead, it connects to a VOIP service provider through internet connections.
TYPES OF THE PREDICTIVE
DIALING

9.  FINANCIAL ADVANTAGES
 SECURITY STRENGTH
 FLEXIBLE WORK OPTIONS AND VIRTUALIZATION
 ACCESS TO THE LATEST TECHNOLOGY
 BUSINESS CONTINUITY REDUCES RISK
 ENHANCED OPERATIONAL FLEXYBILITY
2007 Frost & Sullivan
ADVANTAGES OF HOSTED
SOLUTION

10.  WHAT TYPES OF COMPANIES MAKE GOOD
CANDIDATES FOR A HOSTED SOLUTION?
I. Small/medium-sized businesses looking for advanced
functionality
II. Rapidly growing businesses
III. Multi-site firms with multiple contact centers
IV. Organizations growing through Merger and Acquisition
activity
V. Enterprises expanding the labor pool with remote agents
VI. Businesses needing contact center business continuity
plans
VII. Businesses needing to quickly expand and contract for
peak seasons/traffic/campaigns
VIII. Enterprises with limited capital for upgrades/expansions
HOSTED CONTACT CENTER
SOLUTIONS

11. This contact center solution costing and TCO model is based on a hypothetical scenario and actual numbers might vary depending on functionality
deployed 2007 Frost & Sullivan
2007 Frost & Sullivan
Cost Comparison

12. Arbayes Call Center Services
Offshore-Outbound Call Center

13. ARBAYES ‘s Partners

14.  To improve sales performance, Arbayes took decision
to renew the technical infrastructure of the call
center.
 Arbayes decided to test the HOSTED PREDICTIVE
DIALER SOLUTION with 17 employees for the
projects.
 Reasons of the hosted predictive dialer decision:
i. Financial Advantages
ii. Access to the Latest Technology
iii. Quick Installation
NEW INFRASTRUCTURE

15. Manuel Dialing Report 13.03.2010 (ARBAYES TELEKOMUNIKASYON LTD ŞTİ)
MANUAL DIALING REPORT

16. Predictive Dialing Report Arbayes Call Center Services (ARBAYES
TELEKOMUNİKASYON LTD ŞTİ) The Number of the Sale for
21.05.2010 is 59.
PREDICTIVE DIALING REPORT

17. Performance of the each Infrastructure
New Infrastructure
ANALYSING

18. THANK YOU!!!