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Basics of Call Center and Technology

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?

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Basics of Call Center and Technology

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  1. Basics of Call Center and Technology Presented by: Sachin Bhatia VP Business Development Drishti-Soft Workshop by One Call

  2. 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

  3. Call Center 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. Organization Customer

  4. Call Center Call Center Types of Call Centers Captive Vs Outsourced Organization Customer CAPTIVE Organization 3rd Party OUTSOURCED Customer

  5. Call Center Call Center Types of Call Centers Domestic Vs International Customer DOMESTIC Customer in Bangladesh Customer INTERNATIONAL Customer in US/UK

  6. Types of Call Centers Hosted Vs Premise Based TSP/ISP Hosted Call Center Provider HCCP PREMISE BASED HOSTED

  7. Exercise • Think of services that you are using and identify 5 areas in which Call Center is required …

  8. Examples from India and Philippines • vCustomer www.vcustomer.com • Origin Bangalore www.origincallcenter.com • Kochar InfoTech Amrtisar www.kochar.com/ • IVentures Philippines www.iventuresph.com • Live2Sell Philippines www.welive2sell.com/ • Get-It Info-media Delhi www.getit.in • Ring India www.ringindia.net/ • Bigflicks www.bigflicks.com • Mega Cabs www.megacabs.com/ • Motilal Oswal www.motilaloswal.com/ Some Giants • IBM Daksh www.daksh.com • Convergys www.convergys.com • WNS www.wnsgs.com • Vertex www.vertex.co.uk

  9. Why Bangladesh? USD vs RUPEE – 2 Year comparison

  10. Why Bangladesh? USD vs PESO– 2 Year comparison

  11. Why Bangladesh? USD vs TAKA– 2 Year comparison

  12. 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?

  13. What makes a Call Center? • Quality • Capability People A Call Center Technology Business • Efficiency • Capability • Revenue

  14. Technology at a Typical Call Center VoIP (SIP) Coming In From ISP or Gateway Agent Side Infrastructure Options: Provider Side Connectivity Options: Option A: IP Soft-Phones VoIP (SIP) distribution to agents DACX Servers Option B: IP Phones TDM PRI line (Euro ISDN PRI) IP phone 3rd party CRM Server (Optional) Option C: PBX Analog phone VoIP (SIP) PBX TDM Media Gateway Option D: Analog Media Gateway

  15. 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 • DACX Core • Controls the complete system • Supports multiple campaigns and no limit on scalability DACX DIALER DACX Core Soft-Switch (IP-PBX) Soft-Switch (IP-PBX) DACX ACD • DACX ACD • Uses Core to provide ACD / IVR application • DACX DIALER • Uses Core to Outbound Service • 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. DB CRM • DB • In standard form PostgresQL is used. Can be any DB because of open standards CRM CRM Contact Center Server Breakup

  16. DACX breakup and Roles DACX DIALER DACX Core DACX ACD AMD Answering Machine Detection 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 Manages IVR and ACD Flow Session Manager Manages Sessions with DACX Clients and CRM application. Outbound Campaign Predictive Dialling logic Number Management Leads and number status DB Management DB Management Campaign Management Campaign definition and Telco entities associated with campaigns. User Management User Management

  17. Call Lands from Switch 1 Redirect to Channel 7777 Call Connected To agent Call Control notified 6 7 2 Inbound Campaign Notified 3 Call-Flow Decided As per configuration 4 Play message, , Get digits etc As per Call flow Transfer Call to agent 5 Call Activity Logged In DB 10 CRM intimation To agent client 8 CRM Retrieved 9 Basic Call Flow Inbound Call Server Call Control Inbound Campaign Session Manager DB CRM

  18. Answering machine detection 6 Call connected Originate Call 5 4 Look for available agent And transfer call 7 Call control Intimated To generate call 3 Numbers are fetched Answering machine detection 1 Number (Satisfying campaign constraints) fetched 8 2 9 CRM Retrieved CRM intimation To agent client 10 Basic Call flow Outbound Call Server AMD Call Control Outbound Campaign DB Management Number Management DB Session Manager CRM

  19. Video DEMO

  20. CRM Screen shots at OneCall

  21. CRM Screen shots at OneCall

  22. About Drishti • Drishtiis a leader in Contact Center Software and Unified Communication Solutions focused on simplifying customer interaction management. Majority of our customers report increase in revenues and higher efficiencies within a month of deploying Drishti’s products • Drishti’s goal is to empower contact centers to • increase revenues • reduce operational costs • increase customer satisfaction

  23. About Drishti • Innovative Contact Centerand Communications Technologies • 2 patents pending • TDM & VoIP based • SaaS and premise-based • Extremely rich feature set • Multiple channel interaction • Distributed architecture • 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 Strong expertise in IP-based Enterprise Communications

  24. Customers

  25. 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… “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 PROFIT MARGINS! That is why our solutions are ideal for both startup call centers andthose in expansion phase

  26. Offerings "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 DACX™ AMEYO Contact Center SuiteComprehensive 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 An All-In-One communicationssolution for SMBs and Enterprises

  27. Complete Suite

  28. 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

  29. 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)

  30. 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

  31. 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

  32. QUESTIONS? www.drishti-soft.com support@drishti-soft.com www.onecallbd.com info@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

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