Basics of Call Center and Technology

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Basics of Call Center and Technology

• Presented by
• Sachin Bhatia
• VP Business Development
• Drishti-Soft
• Workshop by One Call

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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

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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
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Types of Call Centers

• Captive Vs Outsourced

Organization
Customer
CAPTIVE
3rd Party
Organization
OUTSOURCED
Customer
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Types of Call Centers

• Domestic Vs International

Customer
DOMESTIC Customer in Bangladesh
Customer
INTERNATIONAL Customer in US/UK
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Types of Call Centers

• Hosted Vs Premise Based

Hosted Call Center Provider HCCP
TSP/ISP
PREMISE BASED
HOSTED
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Exercise

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

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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

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Why Bangladesh?
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Why Bangladesh?
USD vs PESO 2 Year comparison
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Why Bangladesh?
USD vs TAKA 2 Year comparison
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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?

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What makes a Call Center?
A Call Center
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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
Option C PBX
3rd party CRM Server (Optional)
Analog phone
VoIP (SIP)
PBX
TDM
Media Gateway
Option D Analog Media Gateway
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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
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DACX breakup and Roles
DACX DIALER
DACX Core
DACX ACD
AMD
Answering Machine Detection
Call Control
Inbound Campaign
Talks to Call Server using Manager API. Sends
Call Origination and termination events and
listens on the call related events from switch.
Manages IVR and ACD Flow
Session Manager
Outbound Campaign
Manages Sessions with DACX Clients and CRM
application.
Predictive Dialling logic
Number Management
DB Management
Leads and number status
DB Management
Campaign Management
User Management
Campaign definition and Telco entities
associated with campaigns.
User Management
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Basic Call Flow Inbound
Call Server
Call Control
Inbound Campaign
Session Manager
DB
CRM
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Basic Call flow Outbound
Call Server
AMD
Call Control
Outbound Campaign
DB Management
Number Management
DB
Session Manager
CRM
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Video DEMO
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CRM Screen shots at OneCall
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CRM Screen shots at OneCall
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About Drishti
Drishti is 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 Drishtis products

• Drishtis goal is to empower contact centers to
• increase revenues
• reduce operational costs
• increase customer satisfaction

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About Drishti

• 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

• 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
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Customers
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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, Drishtis 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 and those in expansion phase
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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 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

An All-In-One communications solution for SMBs
and Enterprises
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Complete Suite
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Support

• Drishti Advanced Support Helpdesk (DASH)?
• 247 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

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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)

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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

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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

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QUESTIONS?
www.drishti-soft.com support_at_drishti-soft.com
www.onecallbd.com info_at_onecallbd.com
Head Office Drishti Soft solutions 36 Sector 31
Gurgaon 122001
Bangalore412, 2nd Floor Jindal Building, 100ft
Road, Kormangala 4th Block
Pune 45, Nico NX, Viman Nagar Pune
Manilla, Philippines Drishti Philippines Inc.
Unit 2C Classica 1 HV Dela Costa Makati
City Metro Manilla
Kolkata New Town Rajarhat, Kolkata