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Making Infrastructure
Decisions for an Outbound
                Call Center

              Istanbul Bilgi University
             Grad Project Presentation

                           ALİ KEMAL BAYDAR
                                       2010
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.




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.




TYPES OF CALL CENTER
     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 DIALING
II.           PREDICTIVE DIALING




OUTBOUND CALL CENTER
TECHNOLOGY
Next Generation Technology for your Inbound/ Outbound/Blended Call Center 2007 Intellisoft LTD.




 Manual And 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.




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.




COMPENENTS FOR 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.




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




                                               2007 Frost & Sullivan




ADVANTAGES OF HOSTED
SOLUTION
    WHAT TYPES OF COMPANIES MAKE GOOD
     CANDIDATES FOR A HOSTED SOLUTION?
I.      Small/medium-sized businesses looking for advanced
        functionality
II.     Rapidly growing businesses
III.    Multi-site firms with multiple contact centers
IV.     Organizations growing through Merger and Acquisition
        activity
V.      Enterprises expanding the labor pool with remote agents
VI.     Businesses needing contact center business continuity
        plans
VII.    Businesses needing to quickly expand and contract for
        peak seasons/traffic/campaigns
VIII.   Enterprises with limited capital for upgrades/expansions



HOSTED CONTACT CENTER
SOLUTIONS
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


Cost Comparison
Arbayes Call Center Services
Offshore-Outbound Call Center
ARBAYES ‘s Partners
   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 Advantages
     ii.    Access to the Latest Technology
     iii.   Quick Installation




NEW INFRASTRUCTURE
Manuel Dialing Report 13.03.2010 (ARBAYES TELEKOMUNIKASYON LTD ŞTİ)




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



PREDICTIVE DIALING REPORT
Performance of the each Infrastructure




       New Infrastructure


ANALYSING
THANK YOU!!!

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-Operational Productivity Of The Call Centers-Making infrastructure decisions for an outbound call center

  • 1. Making Infrastructure Decisions for an Outbound Call Center Istanbul Bilgi University Grad Project Presentation ALİ KEMAL BAYDAR 2010
  • 2. 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. CALL CENTER
  • 3. 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. TYPES OF CALL CENTER
  • 4. 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 DIALING II. PREDICTIVE DIALING OUTBOUND CALL CENTER TECHNOLOGY
  • 5. Next Generation Technology for your Inbound/ Outbound/Blended Call Center 2007 Intellisoft LTD. Manual And Predictive Dialing
  • 6. 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. PREDICTIVE DIALING
  • 7. 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. COMPENENTS FOR PREDICTIVE DIALING
  • 8. 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. TYPES OF THE PREDICTIVE DIALING
  • 9. FINANCIAL ADVANTAGES  SECURITY STRENGTH  FLEXIBLE WORK OPTIONS AND VIRTUALIZATION  ACCESS TO THE LATEST TECHNOLOGY  BUSINESS CONTINUITY REDUCES RISK  ENHANCED OPERATIONAL FLEXYBILITY 2007 Frost & Sullivan ADVANTAGES OF HOSTED SOLUTION
  • 10. WHAT TYPES OF COMPANIES MAKE GOOD CANDIDATES FOR A HOSTED SOLUTION? I. Small/medium-sized businesses looking for advanced functionality II. Rapidly growing businesses III. Multi-site firms with multiple contact centers IV. Organizations growing through Merger and Acquisition activity V. Enterprises expanding the labor pool with remote agents VI. Businesses needing contact center business continuity plans VII. Businesses needing to quickly expand and contract for peak seasons/traffic/campaigns VIII. Enterprises with limited capital for upgrades/expansions HOSTED CONTACT CENTER SOLUTIONS
  • 11. 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 Cost Comparison
  • 12. Arbayes Call Center Services Offshore-Outbound Call Center
  • 14. 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 Advantages ii. Access to the Latest Technology iii. Quick Installation NEW INFRASTRUCTURE
  • 15. Manuel Dialing Report 13.03.2010 (ARBAYES TELEKOMUNIKASYON LTD ŞTİ) MANUAL DIALING REPORT
  • 16. Predictive Dialing Report Arbayes Call Center Services (ARBAYES TELEKOMUNİKASYON LTD ŞTİ) The Number of the Sale for 21.05.2010 is 59. PREDICTIVE DIALING REPORT
  • 17. Performance of the each Infrastructure New Infrastructure ANALYSING