Making Infrastructure Decisions for an Outbound

Call Center

Istanbul Bilgi UniversityGrad Project Presentation

ALİ KEMAL BAYDAR

2010

CALL CENTER

Call center is a centralized office of a company that answers incoming telephone calls

from customers or makes outgoing telephone calls to customers.

HISTORY

Around 30 years ago in the USA, the travel and hospitality industry began to centralize their reservation centers into what we would recognize now as huge call centers.

Banks have also used them since the 1970s at least, and later in that decade, with the rise of the catalogue shopping movement and outbound telemarketing

Technologically speaking, call centers have advanced in the last ten years. Earlier, it was just a labor intensive department trying to handle some customer queries.

TYPES OF CALL CENTER

Call Center may be divided into two types according to their functions and areas of operation.

INBOUND An inbound center is one that handles calls coming in from outside. Agents receive

calls from customers who need to obtain information or report a mal function.

OUTBOUND Outbound call centers are those call centers from where the calls are made to the

customer. agents initiate a call to a customer mostly to sell a product or a service.

OUTBOUND CALL CENTER TECHNOLOGY

The success of the Call Centers depends on the technological solutions.

A Call Center requires the integration of several different technologies to maximize the use of information and to streamline the activities of call center operators.

For an Outbound Call Center generally is there two alternative technical Structure:

I. MANUEL DIALINGII. PREDICTIVE DIALING

Manual And Predictive Dialing

Next Generation Technology for your Inbound/ Outbound/Blended Call Center 2007 Intellisoft LTD.

PREDICTIVE DIALING

By using a predictive dialer to filter out these unproductive calls and to spare the agent from having to wait for the phone to be answered each time.

COMPENENTS FOR PREDICTIVE DIALING

ACD (Automated Call Distribution) ACD systems are call routing utilities for incoming calls and can be even used to route calls originated by the predictive dialer

to the next available agent.

INTERACTIVE VOICE RESPOND TECHNOLOGY (IVR) Interactive Voice Response (IVR) Systems are designed to provide easy to configure automated call handling systems that can

be tailored to individual needs. This comprehensive system leads to distribution of routing information with the help of FAX or pre-recorded voice messages.

PHONE SYSTEM AUTO DIALERS Auto dialers are designed to automate the process of making and receiving telephone calls. It is a system that calls numbers

from a list or database when an agent in the pool is available.

CALL RECORDING AND MONITORING SOLUTION Call recording and monitoring solutions help to train the agents and improve customer service.

CRM SOLUTION Customer Relationship Management (CRM) solutions facilitate firms to create the customer relationship needed to uncover new

business opportunities and enhance client service. DATABASE.

CTI SOFTWARE Computer Telephony Integration (CTI) is the advanced technology that serves as the focal point of the working of modern call

centers. It integrates the organization's computer and telephone systems and the facilitates effective applications to make every phone call, inbound and outbound.

SOFT PHONE The soft phone functions on the Local Area Network (LAN) over the Internet, enabling the employees to work either in corporate

offices, satellite remote offices or from the convenience of home.

TYPES OF THE PREDICTIVE DIALING

SOFT DIALERS Software-only dialers are often cheaper because they do not require expensive telephony

components. HARD DIALERS Hardware dialers use dedicated telephony boards to perform call progress analysis and

answering machine detection

SMART PREDICTIVE DIALERS Smart predictive dialers combine auto dialing with voice messaging and phone agents

who are prepared to handle calls initiated by the dialer.

HOSTED PREDICTIVE DIALERS The only requirement for a firm to use a hosted predictive dialer system is a computer

with an Internet connection.

HYBRID PREDICTIVE DIALERS Hybrid predictive dialers are basically soft dialers that rely on a hosted VOIP service for

calls. Unlike soft dialers, a hybrid dialer does not connect to an existing PBX system. Instead, it connects to a VOIP service provider through internet connections.

ADVANTAGES OF HOSTED SOLUTION

FINANCIAL ADVANTAGES SECURITY STRENGTH FLEXIBLE WORK OPTIONS AND VIRTUALIZATION ACCESS TO THE LATEST TECHNOLOGY BUSINESS CONTINUITY REDUCES RISK ENHANCED OPERATIONAL FLEXYBILITY

2007 Frost & Sullivan

HOSTED CONTACT CENTER SOLUTIONS

WHAT TYPES OF COMPANIES MAKE GOOD CANDIDATES FOR A HOSTED SOLUTION?

I. Small/medium-sized businesses looking for advanced functionality

II. Rapidly growing businessesIII. Multi-site firms with multiple contact centersIV. Organizations growing through Merger and Acquisition

activityV. Enterprises expanding the labor pool with remote agentsVI. Businesses needing contact center business continuity plansVII. Businesses needing to quickly expand and contract for peak

seasons/traffic/campaignsVIII. Enterprises with limited capital for upgrades/expansions

Cost Comparison

This contact center solution costing and TCO model is based on a hypothetical scenario and actual numbers might vary depending on functionality deployed 2007 Frost & Sullivan

2007 Frost & Sullivan

Arbayes Call Center Services Offshore-Outbound Call Center

ARBAYES ‘s Partners

NEW INFRASTRUCTURE

To improve sales performance, Arbayes took decision to renew the technical infrastructure of the call center.

Arbayes decided to test the HOSTED PREDICTIVE DIALER SOLUTION with 17 employees for the projects.

Reasons of the hosted predictive dialer decision:

i. Financial Advantagesii. Access to the Latest Technologyiii. Quick Installation

MANUAL DIALING REPORT

Manuel Dialing Report 13.03.2010 (ARBAYES TELEKOMUNIKASYON LTD ŞTİ)

PREDICTIVE DIALING REPORT

Predictive Dialing Report Arbayes Call Center Services (ARBAYES TELEKOMUNİKASYON LTD ŞTİ) The Number of the Sale for 21.05.2010 is 59.

ANALYSING

Performance of the each Infrastructure

New Infrastructure

THANK YOU!!!