Followup

1. Digital Business & innovation Leadership
Follow-up presentation
On
SOFTCALL
by
Pratim Lala
www.soft-
call.com

2. “About Softcall”
Softcall is a Bangladesh Enterprise registered primarily for the purpose of
developing business opportunities in one of the Bangladesh’ most rapidly growing
industries – Contact Center and Business Process Outsourcing Services. Currently,
Softcall is providing technical support, reservation services, directory assistance,
appointment setting, B2B/B2C telemarketing, order taking, customer services, voice
transcription, surveys, webchat, email, and web development services to our growing
roster of clients.
Formal operations began in 2009 as a purely inbound contact center.
However, it quickly became highly diversified, eventually servicing
both outbound and inbound after only a few months of operation.
Softcall knew that to be competitive, its approach was to focus on its
flexibility and the pursuit of service excellence for SMEs in the
industry. Its clients ranged from industries such as
telecommunications, govt., non-govt., retail, manufacturing, medical,
consumer products, e-commerce and technology to name a few. In
May of 2014, Softcall ventured into a wider spectrum of Business
Process Outsourcing by going into accounting service, event &
promotional services.
Softcall employs the latest telecommunications and call center
technologies to provide the most cost-effective, yet fully-redundant
system for its clientele. The company uses technically advanced VoIP
equipment and is 100% digital. Although, the flexibility of our system
still allows us to connect to legacy equipment as well.

3. Service Provided by SOFTCALL
Inbound Call Center Services – We TAKE the
calls for our clients.
Outbound Call Center Services –
We MAKE the calls for our clients.
Automated (Electronic) Call Center Services –
We AUTOMATE processes for our clients.
Business Process Outsourcing (BPO) Services
– Our Clients DELEGATE the business process
to us.

4. Vision 2025
• In the domestic arena by 2025, SOFTCALL to
become, the most Sought-After company for
highly flexible contact center operation that
prides itself with its responsiveness to changes,
and highly personalized approach.
• Internationally SOFTCALL will grab the attention as
the hub of creative and innovative BPO service povider.

5. SWOT Analysis for SOFTCALL:
Human Resource
Round the Clock Advantage
Cost Benefit
Technical Competitiveness
Pro-industry Govt.
Information Technology
Rapidly Growing Market
Competition
Artificial Intelligence
US$ Exchange Rate
High Attrition Rate
Marketing Problem
Cultural Difference
Language
Feeble Infrastructure

6. Industry Driving Force
- High - Medium - Low IMPACT + Low + Medium + High
P
Positive
Relation with
rest of the
world
Tax Policy
Stable
Govt.
Exchange
Rates E GDP
Growth
Language S Career
Attitude
Age
Distributio
n
AI T Infrastructu
re
L Labor Laws
E

7. Design Thinking
• Based on the a PEW research, , small firms represent 99.7% of all
employer firms, employ half of all private sector employees, and
pay more than 45% of total private payroll. The Situation is quit
similar in Bangladesh too. Unlike large multinational companies with
worldwide expertise and years of experience offshoring, SMEs do
not have the same experience and presence in Call Center Sector.
This makes it more difficult for them to outsource their business.
• This is where SOFTCALL can play an important role. We as a
company can focus primarily on Small-to Medium-sized businesses
in the contact center industry. SOFTCALL can effectively service
the concerns of SMEs, which may have minimal formed structure
and are highly dynamic.

8. Name: Ms. Farzana Alam
Age: 28 years Old
Married & Mother of a 2
year old toddler
By Profession: E-
Commerce Entrepreneur
[Online Shop],
Selling Designer
Clothing.
Demographi
cs
Behavior
Multitasking 16 hours/day
at her home. She is
technology savvy
Passionate about her
business and commitment
to customers. Comes live
on Social Network for
product promotion..
Stress points:
• Multitasking between being a mother
and an entrepreneur
• Unorganized Inventory & Accounts
• Limited Customer Support
• Difficulty in ensuring timely delivery
• Employee cost and quaity
• 24 hour order processing is lucrative
but unable to do so.
What she is looking for:
• Quality time with her kid
• Quality time for her business
• Organized Inventory management
• Supervising hand in timely delivery
and follow-up
• 24 hour customer support and order
handling

9. Starts early feeding kid and
going through To-Do-List
Checks new orders & complains from
Cloud, prepared by Contact Center
Supervises Subordinates for
routine work.
Comes LIVE online for
product promotion
Confirms sale of product. Customer
will be served by contact center
agents
Check inventory online online & order
supplier for next batch
Finally checks account and feels assured that
customers can reach her product through contact
center
Spends time with her kid and family
Farzana’s Boutique
Customer
Journey

10. Stakeholders
Courier
Company
• Deliverer
Client
[Farzana’s
Boutique]
• Customers
Payment
Gateway
Cmpany
Cloud
Providers
&
Telecom
Operators
Suppliers

11. Identifying Value Network

12. Strategic Challenges
• First, what are the key predictors of the future?
• And secondly, which lead indicators are most closely correlated
with main business outcomes, such as revenue? Once these have
been identified, the next step is measuring these lead indicators
across a consistent timeframe. I prefer to measure the team’s top
three lead indicators weekly and monthly. But still ever changing
fast paced technology and never changing attitudes of decision
makers, make it the biggest challenge for a BPO company to grow
unhindered.

13. Thank You