Call Centre Centre Project Project Report
1.1.
Confidenti Confidential al
Page 12/7/2011
Introduction
1.1.1. A definition – Centralized Cen tralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.
1.1.2. Facts
A call centre is operated by a company to administer incoming product support or information inquiries from consumers
A call centre is often operated through an extensive open workspace for call for call centre agents, agents, with work stations that include a computer co mputer for each agent, a telephone set/headset set/headset connected to a telecom switch, switch, and one or more supervisor stations.
1.2.
Scope
Call Centre/BPO would be offering the following services: 1. Inbo Inboun und d Ser Servi vice cess 2. Outb Outbou ound nd Ser Servi vice cess 3. We Web b bas based ed Serv Servic ices es 4. Data ca captu pture 5. Dat Data enco encodi ding ng
1.3. Varieties of Call Centers Some variations of call centre models are listed below: •
Contact centre
– Supports interaction with customers over a variety of media,
including but not necessarily limited to telephony telephony,, e-mail and internet chat chat.. •
Inbound call centre
- Exclusively or predominately handles inbound calls (calls
initiated by the customer). Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help •
Outbound call centre
- One in which call centre agents make outbound calls to
customers or sales leads. For outbound calls, the call centre agents place calls to potential customers mostly with intentions of selling or service to the individual
Submitted : Orion Promoters & Marketers, Jaipur
Call Centre Project Report
•
Blended call centre -
Confidential
Page 22/7/2011
Combining automatic call distribution for incoming calls
with predictive dialling for outbound calls, it makes more efficient use of agent time as each type of agent (inbound or outbound) can handle the overflow of the other.
1.4.
Service Map of Major Operations in proposed Call centre
1.4.1. Inbound The Inbound Services include: • Web Management • Technical Support • Catalogue and Order Fulfillment. • Customer Service. • Help Desk 1.4.2. Outbound Services The Outbound Services include: • Telephone and Web based business development. • Telemarketing and Product Promotion. • Lead Generation/Qualification/Management. • Campaign Management. 1.4.3.
Web based Services - It offers services like Full text Data Entry and Form Based
Data Entry. Full Text Data Entry: • Data entry of text, numeric or mixed data. • Data entry from images, from paper and from handwritten forms. • Scanning and OCR cleanup. • Proof Reading. • Data base Indexing Services
1.5.
Organization Structure
On the basis of organizational standard format call centre can have two department units working under the Call Centre Manager.
Submitted : Orion Promoters & Marketers, Jaipur
Call Centre Project Report
Confidential
Page 32/7/2011
Administrative Staff is composed of Facility In charge, HR Manager and Accounts Officer. Call centre Agents staff are often organized into a multi-tier support system for a more efficient handling of calls. The first tier in such a model consists of operators, who direct inquiries to the appropriate department and provide general directory information. If a caller requires more assistance, the call is forwarded to the second tier , where most issues can be resolved. In some cases, there may be three or more tiers of support staff. If a caller requires more assistance, the caller is forwarded to the third tier of support; typically the third tier of support is formed by product engineers/developers or highly skilled technical support staff of the product.
Submitted : Orion Promoters & Marketers, Jaipur
Call Centre Project Report
1.6.
Confidential
Page 42/7/2011
Market Analysis
1.6.1. Global According to Evaluation survey, the revenue of global low-end outsourcing (BPO) services in Financial Year 2005 was USD 7.7 billion. This market is expected to grow to USD 39.8 billion in Financial Year 2012. This implies a compounded annual growth rate (CAGR) of 26.5% for the sector. 1.6.2. India According to Evaluation survey the Indian BPO sector will increase its share in the global KPO sector to 45% by 2012, compared to 36% share in 2005. The Indian BPO market, with revenue of 2.78 billion in 2005, is expected to grow at a CAGR of 30.6% upto 2012. The contribution of the BPO sector to the Indian services sector was 0.91% in 2005 and it is expected that by 2012, the contribution will be more than double and reach 2.67% to add to the overall services sector. Share of the Indian BPO sector int eh global BPO industry will increase from 36% in 2005 to 45% in 2012.
Submitted : Orion Promoters & Marketers, Jaipur
Call Centre Project Report
Confidential
Page 52/7/2011
1.7. Monthly Expense Calculation For a 50 user defined call centre working on 24x7 basis (3 shifts of 8 Hrs each)
1.7.1. Manpower Expenses
Staff
Number
Approx Salary (Rs.)
Centre Manager HR Manager Accounts Officer Facility In charge Hardware & Networking
1 ( Single Shift) 1 ( Single Shift) 1 ( Single Shift) 2 ( Two Shifts each10 Hour) 6 ( two in each shift)
( Monthly) 40,000 ( 1 x 40k ) 25,000 ( 1x 25k ) 20,000 ( 1 x 20k ) 50,000 ( 2 x 25k) 60,000 ( 6 x 10k)
Engineers Housekeeping Security Guards Call centre Agents ( Team
6 ( two in each shift) 3 ( One in each shift) 9 (Three in each Shift)
25,000 (6 x 4k ) 20,000 ( 3 x 6k ) 1, 80, 000( 9 x 20k )
Leaders) Call Centre Agents
150 ( Fifty in each shift) TOTAL
22,50,000 ( 150 x 15k ) 26,70,000 Approx 27 Lac per month. 3 Crore 24 Lac per annum
1.7.2. Centre Execution Expenses
Expense Head Centre Rent Electricity Bills Generator Expenses Tea Coffee AMC – UPS / DG / AC House Keeping Products TOTAL
Average Monthly Costing ( Rs.) 1,00,000 1,00,000 25,000 20,000 50,000 20,000 3,15,000 Approx 3 Lac per Month 36 Lac Per Annum
1.7.3. Miscellaneous Expenses
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Call Centre Project Report
Confidential
Expense Head Petty Cash Other Maintenance Expenses TOTAL
Page 62/7/2011
Average Monthly Costing ( Rs.) 10,000 10,000 20,000 Approx 20 Thousand Per Month 2 Lac 40 Thousand per Annum
1.7.4. Grand Total of Expenses Made
Expense Title Manpower Expenses Centre Execution Expenses Miscellaneous Expenses
Monthly Expense ( Rs.) Annual Expense (Rs.) 27,00,000 3,24,00,000 3,00,000 36,00,000 20,000 2,40,000 GRAND TOTAL 3,62,40,000 THREE CRORE SIXTY TWO LAC FOURTY THOUSAND PER ANNUM
1.8. Swot Analysis of Indian Call Centre Industry
STRENGTHS •
English speaking labor
pool Strong IT background •
WEAKNESS
Superior service
•
Small players
•
High attrition
•
Infrastructure
•
Bureaucracy
maturity
Submitted : Orion Promoters & Marketers, Jaipur
Call Centre Project Report
Confidential
Page 72/7/2011
Strong governmental
•
support •
Cost competitiveness
•
Indian domestic
market growth Positing geographic
•
OPPORTUNITIES •
Move up the value
chain
THREATS •
Emerging low cost
nations
•
Unexplored markets
•
Rising cost
•
Greater share of
•
Backlash in US and
market
Europe •
Technology
•
Indian educational
policy
Submitted : Orion Promoters & Marketers, Jaipur
