Call Center Business in Bangladesh

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Design Phase Of Call Centre
Strategy Phase

Definition Phase

Planning Phase
Implementation Phase

Management and Continuous Improvement Phase

 SUPPORTING
TECHNOLOGY
There are four types of supporting technology

1.Automatic call distribution (ACD)

2.Interactive voice response (IVR)
3.Computer telephony integration (CTI)
4.Customer relationship management (CRM)
INDUSTRY SOLUTION

Figure I: Industrial Solution Process

TYPES OF CALL CENTRE
There are four types of Call Center

•Inbound Call Centre

•Outbound Call Centre
•Call Blending Call Cent
r
e
•Multi-Site Call Center
TYPES OF CALL CENTRE
•Inbound Call Centre

Figure II: Procedure of inbound call center

TYPES OF CALL CENTRE
•Outbound Call Center

An outbound call center provides tools for proactive customer

contact. Outbound dialing module includes predictive and
preview dialing, campaign and call list management, automated
messaging, scheduling calls and many other features that make
agents more productive and enhance the success of outbound
contact campaigns.

•Call Blending Call Center

Call blending is used to describe a call center in which agents can

receive inbound calls as well as make outbound calls. Administrators
and supervisors can assign agents to both inbound and outbound
campaigns. This helps to save time on manually shifting agents from
one type of campaign to another. Call blending helps to increase
agent productivity by minimizing agent idle time.
TYPES OF CALL CENTRE
•Multi Site Call Center

With its expertise in call center solutions and VoIP, a company can
help design integrated call center solutions across global locations.
By combining the cost-effectiveness of IP telephony with a world-
class call center solution, multi-location call centers can benefit
largely from economies of scale and a superior customer
experience.

Figure III: Procedure of multi-site call

center
FEATURES OF CALL
CENTRE
Telecommunication system regarding
call centre is a feature-rich application,
ideal for call centers of varying size and
requirements. They have several
different features like:
•Agent Features
•Supervisor Features
•Campaign Management
•Administrator Features
•Call Recording
IMPLEMENTATIONS OF CALL
CENTRE
Typical Telecom companies lend
itself to multiple applications in
various industries. There are various
ways to implement such as:
•Virtual Call center
•Outsourced Call center
•Call Blending
•Telemarketing
•Hotel Management Solution
•Hosted Call center
IMPLEMENTATIONS OF CALL
CENTRE
•Virtual Call center

A virtual call
center allows
businesses to
access call center
services at a fixed
monthly cost - the
services are
managed outside
the premises by a
service provider.

Figure IV: Virtual call centers

IMPLEMENTATIONS OF CALL
CENTRE
Outsourced Call centers

An outsourced call centers enables

businesses to meet all their
technical requirements quickly
and in a cost-effective way -
ensuring a faster Rivaling with the
equipment, the solution provider
provides consultancy and critical
project support for initiating call
center operations. Once the call
center is functional, the solution
provider can continue to provide
support on a need basis.

Figure V: Outsourced call centers

IMPLEMENTATIONS OF CALL
Call Blending
CENTRE Telemarketing
Call blending is used to describe a
call center in which agents can
receive inbound calls as well as
make outbound calls. Using this
concept, administrators and
supervisors can assign agents to
both inbound and outbound
campaigns. This helps to save
time on manually shifting agents
from one type of campaign to
another. Call blending helps to
increase agent productivity by
minimizing agent idle time.
Telemarketing is the ideal solution for
call centers that are launching an
intensive sales drive. However,
manual dialing ties up agents in the
repetitive task of dialing and waiting
for an answer. TeleContact is a
preferred choice for telemarketers
trying to improve agent productivity.
Compared to a predictive dialer,
manually dialing phone numbers
wastes over 75% of each hour. Using
the Auto Dialer function of
TeleContact, businesses can benefit
from increased efficiency and reduced
cost. The Auto Dialer can also filter
out calls in the Do Not Call list.
IMPLEMENTATIONS OF CALL
CENTRE
Telemarketing Hosted Call centers

TeleSynergy's contact center

solution, TeleContact, consists of
the call center infrastructure
coupled with the interfaces for
administrators, supervisors and
agents. In a hosted call center, the
infrastructure is remotely managed
so that administrators and
supervisors can focus on call
center activities rather than call
center maintenance. Using the
intuitive interfaces, users can
manage customers without
worrying about the technicalities of
Figure VI: Tele marketing the call center.
SCENERIO OF CALL CENTER BUSINESS IN
BANGLADESH

Customer care has been creating a great market for short-term job. Already BTRC has
been issued call center license to 300 institutions. According to the information BTRC, 60
call centers has been started their work. Actually these centers are served by the students.
By working minimum four hours a student can earn six to ten thousand taka. If anyone
want to work in call centers he need to know well English speaking and expert in
computer operating. For working in call center should be communicated directly with his
bio-data. This institution give advertise on newspaper and various web portal of job.

Bangladesh is now trying hard to grab a share of the multibillion dollar outsourcing pie by
gearing up to join the bandwagon. Licenses for the country’s first-ever telephone-based call
centers are issued in February 2008. The Bangladesh Telecommunication Regulatory
Commission (BTRC), which is the licensing authority, has invited individuals and firms to
apply. Bangladesh is also planning to have first of its own telephone based call center in
country. The ministry and the corporate figures of country is amazed by the growth and the
wealth generated by its neighbor India by this Call Centre, Business Process Outsourcing
(BPO) industry.
BTRC TO JOIN CALL CENTER BUSINESS

Anyone could get the license at a cost of Tk 5,000 for five years, which was proposed
Tk. 50,000 earlier, and no renewal fee for the license. "The advertisements for applying
for the license are circulated on the BTRC website from the first week of April 2008
and also go on television and radio.

Moreover, the BTRC proposed only 0.5 percent revenue sharing after the termination
of holiday period.

Besides, the Commission proposed to facilitate the entrepreneurs of the potential new
industry with tax holiday for three years in Dhaka and Chittagong and five years in
the rest of the country starting from the licensing.

Any good citizen having trade license can apply for the license," BTRC chairman
Alam told journalists at the break of the daylong public hearing. BTRC would provide
the license as long as there would be the market demand, he said, adding that there is
no condition for getting the license at this moment.

As a follow-up to Public Consultation on the Proposed Licensing Guidelines for Call

Centre, BTRC invited the general public and call-center enthusiasts to attend the
public hearing where the proposed Licensing Guidelines, and terms and conditions
were discussed openly. Over 2,000 stakeholders took part in the hearing.
 CALL CENTER TRAINING
The field for call center training is expanding rapidly - perhaps because there are so
many new call center agents being hired on a daily basis. It is staggering that even in
the US the pace of call center growth is brisk. As these agents are hired, call center
training becomes a more important issue as some call centers have had turnover
rates in the hundreds of percent range.

This subject came up recently as I was discussing Call center

training with a coworker who told me Ulysses Learning wants to be known as the
call center training company.

Certainly there are many companies looking to be leaders in call

center training and with thousands of new agents being hired each day there is lots
of opportunity out there. Hopefully companies like Ulysses are targeting Dell and
other companies who are getting slammed for hiring untrained call center agents.

One can only hope companies take call center agent training more
seriously as the world becomes more competitive and people like Lou Dobbs begin
to berate companies who not only use overseas agents but who take a customer
service hit for doing so.
LIST OF CALL CENTER BUSINESS IN
BANGLADESH

24 Hours Call
Aeon Technologies
Alvee Telecom Wave Consortium
Bangladesh Professional Training Limited:
Institute Xways Soft Pvt. Ltd.:
Concord InfoTech Zamir Telecom
Dial Management
Limited:
HMC Technology
Imam Network Niagra Systems
Institute of Call Center technologies Limited
(ICCT) Progeny Services:
MinutesXchange Communications Roy Voice
Nihan Technologies and Consultancy Ltd Sakaimex
OneCall Siddiqui
REVE Systems
Telemarketing
RT Telecom and IT Services
SysTel Communications Sun Info-Tech Ltd.:
TZCalling: Virfice Call Center:
VocalLogic Voicetel
Communications
•Call center is a centralized physical place that responses and contracts with
customers.
•It should be located on suitable position or place where modern facilities are
available.
•Where have acute unemployed problems in Bangladesh, call center are playing
great roll by creating employment.
•It is playing a great roll to fill the dream of digital Bangladesh.
•Call centers are generally set up as large rooms, with work stations that include a
computer, a telephone set (or headset) hooked into a large telecom switch and one
or more supervisor stations.
•Working people in call center are mostly young and students.
•Work in Call centers are generally more stressful, while back office positions, such
as in accounting, tended to offer higher quality jobs, the study found.
•Among the stress factors, staff typically worked the telephones all night to serve
sometimes difficult customers in distant time zones.
•Call centers employees suffered from higher than normal stress levels, with the
industry driven by pressures to cut costs, and this led to a high rate of staff
turnover.
•Health and safety risk of Call center stuffs working at night.
RECOMMENDATIONS

•BTRC should minimize the condition for licensing.

•Taking more care about the health and safety risk of Call center stuffs
working at night.
•Training facilities should be more moderated to make expert
employees.
•Supply of call center technologies should be available and its price
should be reduced.
•Government should encourage more this sector to make digital
Bangladesh.
•Government should create awareness especially among the young
people to solve our acute unemployment problem.
 CONCLUSION

With a booming call-center business in Bangladesh,

technology companies are focusing on complying with
developed countries (U.S., India, etc.) rules for offshore
dialing and are finding themselves expanding into other
countries -kick-starting a new era in call-center technology.
"The reason why the developed countries exist as a bigger
market is because they are more amenable to outsourcing
-- they are used to working on telephones". Although
Bangladesh is also amenable to outsourcing in this time but
it is lacking behind for the shortage of suitable and modern
technology
THE
END