What is a Call Center?

Physically, a Call Centre is a place where a group of people handle large number of incoming or outgoing calls for the purpose of sales, marketing, customer services or other specialised business actively.

 

How does a Call Center work?

Call Centre is typically set up as a room with workstations that include phones connected to ACD  system/software of the PABX, computer and a supervisor. It also includes reporting tools to measure agents and call centre performance and monitor the real time activity.

 

Please redefine a Call Center.

A physical entity where many media calls are placed and taken, using a combination of your “Customer reps (Agents’)” and technology”.

 

What is the benefit of having a Customer care center?

The end result is an information exchange that adds value to your business.

The call center is the lifeline of any organization connecting it to the outside world delivering critical information and representing the company to hundreds of people every day anywhere in the world.

ü      

 

Why have call centers?

ü  The call center is the lifeline of any organization connecting it to the outside world delivering critical information and representing the company to hundreds of people every day anywhere in the world.

 

 

What are Call Centers main components?

ü        ACD Software

ü        IVR

ü        CTI Applications

ü        Web Chat/E-Mail

ü        Management Information System

ü        Call Center agents, supervisors     and administrators

 

Call Center Objectives?

-         Responsiveness

-         Accuracy

-         Successful Completion

-         Efficient use

-         Empowerment

-         Convenience

 

How many people are employed in the US in the Call Center? 

3% of the US working population is currently employed in call center, i.e. 1.55 million agent positions in the US call center market alone.

 

How will better customer service help my business?

Better Customer Service = Increase in Profit

 

How many agents are working in the Call Centers in the USA?

There are approximately 7,000,000 agents now working in 70,000 call centers in the US, with an annual growth rate of up to 20% in agent positions.

 

What is the average compensation per agent?

Average agent compensation is now at $32,000 per year. (Dr. Jon Anton, Benchmarking Study)

 

What is the average cost of hire in the USA?
The average cost to hire a new CSR is $6,500.

           

What is the average cost of recruiting and training in the USA?

The average cost for recruiting and training a call center representative is between $5,000 and $18,000.

 

What is the future of Call Center market in the USA and Europe?

The call center operations market will grow 21% annually, from $7 billion in 1998 to $18 billion in 2002. The number of call center reps in Germany will rise from 65,000 in 1997 to 148,000 in 2003.

The number of call centers in Europe will grow from 12,750 in 1999 to 28,289 in 2006. (Frost & Sullivan)

 

 

How many call centers are in the USA alone?  

Although it is really very difficult to give the exact number of Call Centers in the USA. There are thought to be 69,500 call centers in the US, growing to approximately 78,000 in 2003.

 

Tell me about the Spending?

By the year 2003, firms are expected to spend $90 billion a year on CRM. (IDC). The worldwide call center services market totaled $23 billion in revenues in 1998, and is projected to double to $58.6 billion by 2003 (IDC).  Outsourcing is the largest segment, with $17 billion in 1998, or 74% of the total market, headed for $42 billion in 2003. (IDC)

 

Why choose Pakistan?

Government of Pakistan has announced policy for the establishment of Call Centers in Pakistan to provide services to offshore companies. Government is eager to search for new opportunities for the betterment of services and generation of additional revenue and plenty of employment opportunities.

 

Why Call Center Business in Pakistan? 

Being labor intensive, call center business is becoming a major source of employment generation in developing countries like Pakistan and India where the labor charges are comparatively low and educated class is fluent in English language. Apart from employment opportunities, this business would become one of the major sources of foreign exchange earning for the country as well.

 

What benefit can one expect from the Government of Pakistan?

Pakistan has invested heavily in technical education and can provide a ready supply of bright people at relatively low cost. 30,000 students are trained annually for different IT sectors are trained annually for different IT business application, CRM, Networking, software Development etc. 1 million internet users and growing fast.

 

Over 400 cities and towns connected to internet.

• Tax & regularity incentives 

• Excellent Telecom Infrastructure in major cities.

• Combination skill sets easily available.

• Large pool of English speaking professionals. 

• 4,000 graduates and post graduates annually, specializing in IT.