CALL CENTRE
[CODE NO.3093]
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.
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 organisation. The dedicated telecommunication links connect a remote call centre to the parent organisation through voice links connect a remote call centre to the parent organisation 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.
COST ESTIMATION
Plant Capacity : 18750000 Calls/Annum
Land & Building (4000 Sq.MT) : Rs. 7.24 Cr
Plant & Machinery : Rs. 1.51 Cr
Working Capital for 1 Month : Rs. 37.79 Lacs
Total Capital Investment : Rs. 10.47 Cr
Rate of Return : 24%
Break Even Point : 59%
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
