Transcript Document
Basics of Call Center and Technology Presented by:
Sachin Bhatia
VP Business Development Drishti-Soft Workshop by One Call
Agenda What is a Call Center?
Types of Call Centers Example Case Studies from India and Philippines Why Bangladesh What makes a Call Center?
Basic Points from BTRC guidelines About Drishti Next Steps Useful Resources
What is a Call Center?
Industry term referring to a company phone center that handles such services as help desk, customer support, lead generation, emergency response, telephone answering service, inbound response and outbound telemarketing.
A functional area within an organization or an outsourced, separate facility that exists solely to answer inbound or place outbound telephone calls; usually a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and web-based services.
Call Center Customer Organization
Captive Vs Outsourced Types of Call Centers Organization Call Center Customer CAPTIVE OUTSOURCED Organization 3rd Party Call Center Customer
Types of Call Centers Domestic Vs International Call Center Customer DOMESTIC Customer in Bangladesh Call Center Customer INTERNATIONAL Customer in US/UK
Types of Call Centers Hosted Vs Premise Based TSP/ISP Hosted Call Center Provider HCCP PREMISE BASED HOSTED
Exercise • Think of services that you are using and identify 5 areas in which Call Center is required …
Examples from India and Philippines • vCustomer • Origin Bangalore • Kochar InfoTech Amrtisar • IVentures Philippines • Live2Sell Philippines • Get-It Info-media Delhi • Ring India • Bigflicks • Mega Cabs • Motilal Oswal
Some Giants
• IBM Daksh • Convergys • WNS • Vertex www.vcustomer.com
www.origincallcenter.com
www.kochar.com/ www.iventuresph.com
www.welive2sell.com/ www.getit.in
www.ringindia.net/ www.bigflicks.com
www.megacabs.com/ www.motilaloswal.com/ www.daksh.com
www.convergys.com
www.wnsgs.com
www.vertex.co.uk
Why Bangladesh?
USD vs RUPEE – 2 Year comparison
Why Bangladesh?
USD vs PESO – 2 Year comparison
Why Bangladesh?
USD vs TAKA – 2 Year comparison
Basic points from BTRC guidelines • Which license should you apply for?
• Options: – International or domestic – Hosted Call Center, Call Center, Hosted Provider • Factors – Capex vs Opex – Which business do you understand?
– Your Role in this market ANY OTHER DISCUSSION?
What makes a Call Center?
- Quality - Capability People Technology - Efficiency - Capability A Call Center Business - Revenue
Provider Side Connectivity Options:
TDM PRI line (Euro ISDN PRI) Technology at a Typical Call Center VoIP (SIP) Coming In From ISP or Gateway VoIP (SIP) distribution to agents
Agent Side Infrastructure Options: Option A: IP Soft-Phones
DACX Servers IP phone
Option B: IP Phones
3rd party CRM Server (Optional)
Option C: PBX
Analog phone VoIP (SIP) TDM PBX Media Gateway
Option D: Analog Media Gateway
System Components
Soft-Switch
•Handles all external communication (Connectivity) •No proprietary H/W or S/W component •Multiple soft-switches can be used in 1 system •- Inbuilt Logger
CRM
•Can be customized to handle any process complexity (Help-Desk / Telemarketing ready modules) •Source code of the same delivered to client •Can be integrated with an existing CRM system •Totally separate from Core application for security reasons.
Soft-Switch (IP-PBX) Soft-Switch (IP-PBX) CRM CRM CRM DACX DIALER DACX ACD DACX Core
Contact Center Server Breakup
DB
DACX Core
•Controls the complete system •Supports multiple campaigns and no limit on scalability
DACX ACD
•Uses Core to provide ACD / IVR application
DACX DIALER
•Uses Core to Outbound Service
DB
•In standard form PostgresQL is used. Can be any DB because of open standards
DACX breakup and Roles
DACX DIALER DACX ACD DACX Core AMD Call Control Talks to Call Server using Manager API. Sends Call Origination and termination events and listens on the call related events from switch. Inbound Campaign Session Manager Manages Sessions with DACX Clients and CRM application.
Outbound Campaign Number Management Campaign Management Leads and number status Campaign definition and Telco entities associated with campaigns.
DB Management User Management Answering Machine Detection Manages IVR and ACD Flow Predictive Dialling logic DB Management User Management
Basic Call Flow Inbound 1 Call Lands from Switch 7 Call Connected To agent 2 Call Control notified Call Server Call Control 6 Redirect to Channel 7777 3 Inbound Campaign Notified 5 Play message, , Get digits etc As per Call flow Transfer Call to agent Inbound Campaign 4 Call-Flow Decided As per configuration 10 Call Activity Logged In DB Session Manager DB 8 CRM intimation To agent client 9 CRM Retrieved CRM
5 Call connected Call Control Basic Call flow Outbound 6 Answering machine detection Call Server AMD 4 Originate Call 7 Look for available agent And transfer call 8 Answering machine detection 3 Call control Intimated To generate call Session Manager Outbound Campaign 1 Numbers are fetched Number Management 9 10 CRM Retrieved CRM intimation To agent client DB Management 2 Number (Satisfying campaign constraints) fetched DB CRM
Video DEMO
CRM Screen shots at OneCall
CRM Screen shots at OneCall
About Drishti
Drishti
is a leader in Contact Center Software and Unified Communication Solutions focused on simplifying customer interaction management.
Drishti’s goal is to empower contact centers to •increase revenues •reduce operational costs •increase customer satisfaction Majority of our customers report increase in revenues and higher efficiencies within a month of deploying Drishti’s products
About Drishti • • • • • Award-winning solution (Best solution in the SME segment – BPO News) Leading Contact Center Solution provider in SME segment in India and Philippines Over 150 clients across industries More than 7000 active agents using DACX ™ Average 17,500,000 calls processed per month Innovative Contact Center and Communications Technologies •2 patents pending •TDM & VoIP based •SaaS and premise-based •Extremely rich feature set •Multiple channel interaction •Distributed architecture Strong expertise in IP-based Enterprise Communications
Customers
Why Us?
• Our understanding of requirements of contact centers has enabled us to refine our technology to provide the best experience and increased business while ensuring that operational costs are minimal thereby increasing…
PROFIT MARGINS!
That is why our solutions are ideal for both
startup call centers
and those in
expansion phase
“After reviewing several providers, we chose Drishti because of their cutting-edge technology. A very good call center solution like Drishti yields high RoI and can be one of the performance drivers of call center operations. DACX™ is so user friendly that we can manage it without any IT personnel, and if we ever have issues, Drishti’s highly responsive support is accessible immediately”
Medz Kapunan, Managing Director Pacific Prime, Philippines
Offerings DACX™ AMEYO Contact Center Suite Comprehensive and innovative contact center solution for inbound and outbound processes – – – – Innovative and technologically advanced architecture Feature-rich solution catering to any call center need Extremely user-friendly Low Total Cost of Ownership
"Your support and assistance all year has been welcomed, extremely appreciated and I'd like to take this opportunity to thank you all for that support. When companies combine their talents and support one and other in this way, almost invariably both will benefit from the success of each other."
Barrie
CEO,
Origin
An
All-In-One communications
solution for SMBs and Enterprises
Complete Suite
Support •
Drishti Advanced Support Helpdesk (DASH)
– 24*7 smart support • issue escalation • Phone, Chat, E-mail – Ticket ID generated within few minutes – Lowest resolution time – Local support through partners
Support levels
Standard
Premium
Gold
Drishti in Bangladesh For supporting the SMEs Drishti has been chosen as Technology partner by OneCall.
Local Installation and business team One call offers Complete Offerings for Call Centers (Training, Technology and Business)
Next Steps • Use the points mentioned to understand the domain • Make a 2 year business plan (Take help from an expert) • Setup infrastructure which is flexible to scale. Be prepared to start tomorrow • Start looking for business in local market and at the same time explore successful cases of international market. OTHER THINGS: Have a representative body (Look at Nasscom, CCAP and BPAP) Try to bring in already established players to Bangladesh market
Useful links • • • • • • • • • www.nasscom.in
www.callcenters.net
www.bccf.org.bd
www.callcentersindia.com
www.ccap.ph
www.bpap.org
http://www.incoming.com/Glossary/index.aspx
http://www.informiam.com/glossary.htm
http://projects.outsourcing.org
QUESTIONS?
www.drishti-soft.com
www.onecallbd.com
Head Office
Drishti Soft solutions 36 Sector 31 Gurgaon 122001
Bangalore
#412, 2nd Floor Jindal Building, 100ft Road, Kormangala 4th Block
Pune
45, Nico NX, Viman Nagar Pune
Kolkata
New Town Rajarhat, Kolkata
Manilla, Philippines
Drishti Philippines Inc. Unit 2C Classica 1 HV Dela Costa Makati City Metro Manilla