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?
 Basic Points from BTRC guidelines
 About Drishti
 Next Steps
 Useful Resources
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.
Call Center
Organization
Customer
Types of Call Centers
Captive Vs Outsourced
Organization
Customer
Call Center
CAPTIVE
Call Center
OUTSOURCED
Organization
3rd Party
Customer
Types of Call Centers
Domestic Vs International
Call Center
Customer
DOMESTIC
Customer in Bangladesh
Call Center
Customer
INTERNATIONAL
Customer in US/UK
Types of Call Centers
Hosted Vs Premise Based
TSP/ISP
PREMISE BASED
Hosted Call Center Provider
HCCP
HOSTED
Exercise
• Think of services that you are using and identify 5 areas in
which Call Center is required …
Examples from India and Philippines
• vCustomer
• Origin Bangalore
• Kochar InfoTech Amrtisar
• IVentures Philippines
• Live2Sell Philippines
• Get-It Info-media Delhi
• Ring India
• Bigflicks
• Mega Cabs
• Motilal Oswal
Some Giants
• IBM Daksh
• Convergys
• WNS
• Vertex
www.vcustomer.com
www.origincallcenter.com
www.kochar.com/
www.iventuresph.com
www.welive2sell.com/
www.getit.in
www.ringindia.net/
www.bigflicks.com
www.megacabs.com/
www.motilaloswal.com/
www.daksh.com
www.convergys.com
www.wnsgs.com
www.vertex.co.uk
Why Bangladesh?
USD vs RUPEE – 2 Year comparison
Why Bangladesh?
USD vs PESO– 2 Year comparison
Why Bangladesh?
USD vs TAKA– 2 Year comparison
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?
What makes a Call Center?
- Quality
- Capability
People
Technology
- Efficiency
- Capability
A
Call Center
Business
- Revenue
Technology at a Typical Call Center
Provider Side
Connectivity Options:
VoIP (SIP) Coming In
From ISP or Gateway
Agent Side
Infrastructure Options:
VoIP (SIP) distribution to agents
Option A: IP
Soft-Phones
DACX
Servers
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
Option B:
IP Phones
System Components
Soft-Switch
DACX Core
•Handles all external
communication (Connectivity)
•No proprietary H/W or S/W
component
•Multiple soft-switches can be
used in 1 system
Soft-Switch
(IP-PBX)
Soft-Switch
(IP-PBX)
•Controls the complete system
DACX
DIALER
DACX Core
DACX ACD
DACX ACD
•Uses Core to provide ACD /
IVR application
•- Inbuilt Logger
DACX DIALER
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.
•Supports multiple campaigns
and no limit on scalability
•Uses Core to Outbound
Service
CRM
DB
CRM
CRM
Contact Center Server
Breakup
DB
•In standard form PostgresQL
is used. Can be any DB
because of open standards
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
User
Management
User
Management
Campaign
Management
Campaign definition and Telco entities
associated with campaigns.
Basic Call Flow Inbound
1
Call Lands from
Switch
Call Server
7
Call Connected
To agent
2
Call Control
notified
Redirect to
Channel 7777
6
Inbound Campaign
Notified
3
Call Control
Call-Flow Decided
As per configuration
4
Inbound Campaign
Play message, ,
Get digits etc
As per Call flow
Transfer Call to agent
5
10
Call Activity Logged
In DB
Session Manager
DB
8
CRM intimation
To agent client
9
CRM Retrieved
CRM
Basic Call flow Outbound
6
Answering machine
detection
Call Server
5
Call connected
4
AMD
Originate Call
Call Control
3
8
Call control Intimated
To generate call
Outbound Campaign
Numbers are
fetched
1
Answering machine
detection
Look for
available agent
And transfer call
7
DB
Management
2
Number
Management
DB
Session Manager
9
CRM intimation
To agent client
10
Number (Satisfying
campaign constraints)
fetched
CRM Retrieved
CRM
Video DEMO
CRM Screen shots at OneCall
CRM Screen shots at OneCall
About Drishti
Drishti is a leader in Contact Center
Software and Unified Communication
Solutions focused on simplifying customer
interaction management.
Drishti’s goal is to empower contact
centers to
•increase revenues
•reduce operational costs
•increase customer satisfaction
Majority of our
customers report
increase in
revenues and
higher efficiencies
within a month of
deploying Drishti’s
products
About Drishti
• 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
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
Strong expertise in
IP-based
Enterprise Communications
Customers
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…
PROFIT MARGINS!
That is why our solutions are ideal for
both startup call centers and those
in expansion phase
“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
Offerings
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
"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
An All-In-One communications solution for
SMBs and Enterprises
Complete Suite
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
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)
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
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
QUESTIONS?
www.drishti-soft.com
www.onecallbd.com
support@drishti-soft.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