CALL CENTRES

Call centers business is a flourishing business. This trade is running 24X7 and this creates huge employment to the IT enabled students. Customer  care and retention is increasingly becoming a  key issue  for  most companies in today’s competitive  market  place where customers demand  immediate  access  to  information  and efficiency of response. Call centers are one of the most powerful tools for improving the quality of customer contact.  Call center marketing experts should be completely aware of their industry’s latest updates and regulations. The rules for contacting consumers changes frequently, and best practices for marketing strategies fluctuate. Marketing schools are up-to-date on the current trends and latest updates. The National Do Not Call Registry, for example, dramatically changed how call center marketers perform their jobs; they are not allowed to call phone numbers on that list unless their company has a relationship with them. The industry (call centre) currently offers a wide range of services from customer care to research. Banking, financial services and insurance segment contributes the lion’s share of 40 percent to revenues, followed by telecom accounting for 28 percent.

The  advent of Computer Telephony due to the convergence  of Computing  and  Telecommunications has created  new  avenues for companies  to provide better service to customers  by  leveraging the  interaction  of customer calls with the  company’s  customer databases providing access to rich customer data helping the call center agent provide better support to the customer.

A call centre is a service centre which has adequate telecom facilities,  trained  consultants,  access to wide databases, internet and other on-line information support infrastructure to provide  information  and support to a customer. It  operates  to provide round  the clock and year round service. A  call  centre could  be  accessed  by dialling a toll free number that is generally connected to a customer support centre. When a typical call reaches the call centre, the caller is answered by a trained consultant with access to a wide database of information and who is  also  trained on the product / service being offered  by  the organization.  The  dedicated telecommunication links  connect a remote call centre to the parent organisation through voice links connect  a remote call centre to the parent organization  through voice links and on-line computer database access. Such a facility is essential   to  effective  customer  support and maximum satisfaction  asit allows a respondent  tap  into  customer history,  customer owned product attributes, etc.  and  exploits latest  technological developments in global on-line  information access  and  web enabled database updation.  The  Web  technology created  to support the Call centre ensures that the  consultants have  the  most  current  information  available  so  that high standards for efficiency are met.

INTRODUCTION
PROJECT CONCEPT
CLASSIFICATION, FEATURES & APPLICATIONS
CLASSIFICATION AND APPLICATIONS
CALL CENTER FEATURES
CALL CENTER TECHNOLOGIES
MARKET FOR CALL CENTRE
OVERVIEW OF CONTACT CENTER
GUIDELINES FOR CALL CENTER
GOVERNMENT POLICY ON CALL CENTRES
OPERATION OF A CALL CENTRE
MANAGEMENT OF A CALL CENTER
SETTING UP CALL CENTRE IN INDIA
PLANT LAYOUT
EXISTING CALL CENTRE SOLUTION/SERVICE PROVIDERS IN INDIA
COMPUTER ACCESSORY DEALERS
COMPUTER SUPPLIERS
EQUIPMENTS FOR CALL CENTER

APPENDIX – A:

1.      COST OF PLANT ECONOMICS
2.      LAND & BUILDING
3.      PLANT AND MACHINERY
4.      FIXED CAPITAL INVESTMENT
5.      RAW MATERIAL
6.      SALARY AND WAGES
7.      UTILITIES AND OVERHEADS
8.      TOTAL WORKING CAPITAL
9.      COST OF PRODUCTION
10.      PROFITABILITY ANALYSIS
11.      BREAK EVEN POINT
12.      RESOURCES OF FINANCE
13.      INTEREST CHART
14.      DEPRECIATION CHART
15.      CASH FLOW STATEMENT
16.      PROJECTED BALANCE SHEET