Report on Market Opportunities of Call Center in Bangladesh
Subject: Business, Marketing | Topics:

Introduction

Bangladesh can be a very good outsourcing industry in terms of manpower, location and cost. Widening up the opportunity with proper Government initiatives and support of the private sector can build a strong infrastructure. Already several of Bangladesh’s work has proved the skills and standards in the Global Market. Call Center industry can add up another milestone in its global success. We have a talented young generation looking for jobs; they are also hard working and sincere enough.

Practical experience in treated as vast earning in the flied of business, without practical experience business become difficult and now a days the whole world is moving because of business relation. Business plays important role in every economy growth and every site of developing economy. So, is the business world the practical experience is very much necessary for different reason.

As a mandatory part of the BBA program, all the students of Faculty of Business Studies have to undergo a three-month long thesis program with an objective to gain practical knowledge about business world. After this program, the students have to submit a thesis report, which reflects their activities during the program.

I did my thesis report on “To analyze the Market Opportunities of Call Center in Bangladesh: A case study on Microtouch” to undergo this thesis program for the period of 3 months. My thesis report assigned by supervisor Ms. Nadia Farhana ( Assistant Professor, Head of Marketing , Department of Business Administration , from Stamford University Bangladesh)

Background of The Study

This Site is in view to provide opportunity for all who are concerned about Call Center in Bangladesh. Outsourcing Call Center Services is already popular throughout the world.
Bangladesh is now expecting all opportunity to make a comfortable room in this industry with its huge manpower, which can easily be effective and efficient. The Government has come up with some bright hopes, let us take it positively and embark into it with all our workforce to make the planning and development flourish.
This site hopes to provide information on the top to bottom line of the Call Center Industry in the perspective of all relevant issues to it. The forum is there to help you share ideas and values. You have articles on interesting and specific topics which opens the door of earning more knowledge.

Objective of the Report

Every work has some special objective. The main topic of this report “Business of Call Center in Bangladesh” is to fulfill the academic requirement of the BBA programmed. But it is not only the objective of the study report. The following are the other objective of the title of the report paper,

• To analyze the actual meaning of Call center.

• To analyze Importance of Call center in Bangladesh

• To analyze Advantage and Disadvantage of call Center in Bangladesh

• To analyze Opportunities of Call Center

• To analyze Benefit of call Center in Bangladesh

Methodology

The study used secondary data, which collected from Internet, paper, Magazine, Journal.
The following methodology has been followed to come on to a successful conclusion of the report..
The report is divided into four parts. The parts are virtually separate from one another. One is organization part, one is industrial part, one is data analysis part and one is recommendation.
• And the study is a result of the discussion with my supervisor.
• And analyze different type of information.

Limitation

There are some of limitations which may affect this report. I used Internet & various report about call center.

• It was difficult to find appropriate information.

• And also it was difficult to find the information in a structure way.

• Information was not available on a particular sector.

Chapter–2

Industrial and Theoretical Background

History:

Bangladesh call center

This Site is in view to provide opportunity for all who are concerned about Call Center in Bangladesh. Outsourcing Call Center Services is already popular throughout the world. Bangladesh is now expecting all opportunity to make a comfortable room in this industry with its huge manpower, which can easily be effective and efficient. The Government has come up with some bright hopes, let us take it positively and embark into it with all our workforce to make the planning and development flourish.

This site hopes to provide information on the top to bottom line of the Call Center Industry in the perspective of all relevant issues to it. The forum is there to help you share ideas and values. You have articles on interesting and specific topics which opens the door of earning more knowledge.
Bangladesh can be a very good outsourcing industry in terms of manpower, location and cost. Widening up the opportunity with proper Government initiatives and support of the private sector can build a strong infrastructure. Already several of Bangladesh’s work has proved the skills and standards in the Global Market. Call Center industry can add up another milestone in its global success. We have a talented young generation looking for jobs; they are also hard working and sincere enough. Let us strive to make this development a grand achievement for the people and country.

Growth and development
Bangladesh is recently becoming developed day by day in web development and call center business. There is close relationship between web and call center.

IP Telephonic software solution is being delivered by Micromaxsoft for BPO & Call Center Companies in Bangladesh. Its highly professional skilled team is very confident to supply the cheapest solution for call center business. The company has the highest professional experiences to setup call center since it has established the first international call center in Bangladesh in 2006.

The company is providing one point call center solution. Micromaxsoft, a Web Design Development and Search Engine Optimization (SEO) Company, is based on Bangladesh specialization in cutting edge web design solutions, custom web application development, web-based software innovations, search engine optimization and web marketing, graphic designing, multimedia development and many other rich web application services. Micromaxsoft as a complete Web Design Company offers customer oriented high quality web designing services & delivers them effectively

REVE Systems is a private company in Bangladesh. It takes IP based communication as the core segment for its working area since the beginning. RT Telecom and IT Services Ltd is one of the newest call centersin Bangladesh. They are globally progressive outsourced telemarketing company trusted by their affiliated companies.

SysTel Communications provides international (Inbound) and Domestic Call Center/Contact Center Services. SysTel Communications is a new generation outsourcing company formed by the joint venture. TZCalling provides clients with the top quality call centre services 24 hours-a-day.

Bangladesh government has introduced their new policy and Bangladesh Telecommunication Regulatory Commission is playing the important role for this. For this reason, they have already taken different initiative to issue license for Bangladesh call centre. Online application form is also available for the betterment of Bangladeshi call center

Bangladeshi call center has resources, technology and operating expertise in spot to assist companies enlarge globally and surpass their client sales, services and marketing expectations by the Proactive customer centric approach. Bangladeshi call center companies provide 24 hours call service, providing higher quality-value and added Call Center Services from all over the globe.

• 24 hours call is based on at Dhaka.

24 Hours Call offers the gratification that comes from working with a technologically stable business partner who is committed to invest in processes, people, facilities and infrastructure, ensuring the highest level of operation.

Bangladeshi call center is committed to building scalable and repeatable business solutions & services ensuring client progress.

It relates inbound and outbound call center services that can help to utilize moment, money and resources, and inspire bottom-line.

24 Hours call in Bangladesh call center has vigorous steep industry expertise mixed with the depth of flat competencies.

In Bangladeshi call center 24 hour calls outbound call center services have specialization in appointing scheduling, debt collection, lead generation, research surveys and telecom industries, insurance, telemarketing in mortgage etc.

Inbound call center Services in Bangladesh provide call center technical support, answering service, order taking service, help desk, & customer service.

Theoretical Background:
Call centre is the new window of the Bangladesh. Here the Call centre is a new idea and the local people and investors are thinking about the Call centre in Bangladesh. At the very first let’s have a look that what is a call centre? To give this answer that “what is a call centre and what is the call centre in Bangladesh?” you can take a look at the following definition of Call centre in Bangladesh.
A Call centre is a physical place where customers and other inquiries through phone calls are handled by live persons or agents, organization. The whole Call centre activities usually maintained with some amount of computer automation. Usually, a Call centre or Call Centre has the ability to handle a large volume of calls at the same time. The Call centre is used by phone, Skype, various types of messenger (like msn messenger, yahoo messenger), mail order catalog organizations, telemarketing companies, computer product help desks, and large companies that uses the telephone to sell products and services or provide information or help customer to resolve an problem. Some most popular terms of Call center is Virtual Call centre and Contact Center. A Call centre is operated by an organization to administer incoming product support or information inquiries from customers. Outgoing calls for product marketing, product or service feedback, telemarketing, and debt collection are also done. In addition to a Call Centre, collective handling of any kind of live personal helps with the voice and verbal communication.
The Call centre in Bangladesh is new topic here. Bangladesh is also trying hard and soul to grab a share of the multibillion dollar outsourcing share by gearing up to join the bandwagon. Licenses for the Bangladesh’s first ever telephone based Call centers are issued in February 2008.
The licenses are provided by the Bangladesh Telecommunication Regulatory Commission (BTRC). Bangladesh Telecommunication Regulatory Commission has invited individuals and firms to apply for Call centre in Bangladesh. Bangladesh is planning to have first of its own telephone based call centre in Bangladesh.
The Call centre in Bangladesh is more profitable because the human resource and the other materials are more cheap and available here. The investors are also feeling hesitation because of the new types of business. The Bangladesh government also ready to help the investors but they don’t know the proper way to start the Call centre in Bangladesh. Call centre in Bangladesh now no longer an unknown topic.
 Product and Services of Call Center in Bangladesh

Call centers are used by phone, skype, msn massenger, yahoo massenger, mail order catalog organizations, telemarketing companies, computer product help desks, and large companies that uses the telephone to sell products and services or provide information or help customer to resolve an problem.

A call center is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, product marketing, product or service feedback, and debt collection are also made. In addition to a call centre, collective handling of any kind of live personal help with the voice communication.

Bangladesh is now trying hard to grab a share of the multi billion dollar outsourcing pie by gearing up to join the bandwagon. . The ministry and the corporate figures of country is amazed by the growth and the wealth generated by its neighbor India by this Call Centre, BPO industry.

Call Centers in Bangladesh provides outsourcing call center services to their call center customers with cost effective pricing module and quality output. Call centers? in Bangladesh has the resources, technology and operating expertise in spot to assist companies enlarge globally and surpass their client sales, services and marketing expectations by the PROACTIVE Customer Centric approach.

They providing higher quality-value and added Call Center Services from all over the globe. They are committed to building scalable and repeatable business solutions & services ensuring client success. Bangladeshi Call Centers are specializing in all kind of outsourcing call center services. It includes inbound and outbound call center services which helps best utilization of moment, money and resources, and encourage clients? bottom-line.

Outbound Telemarketing Services

Outbound call center services have specialization in Appointment Scheduling, Debt Collection, Lead Generation, Research Surveys and Telecom Industries, Insurance, Telemarketing in Mortgage etc. Outsourcing Call Center Services and have high conversion rates, increased sales, and more contented clients, finally translating to reiterate purchases and faithful client relationships.

Outbound Call Center Services Offer Include:

Outbound sales projects
Professional Order Processing
Product service,
Lead generation
Database management
Product registration
Customer service
Retention campaigns
Verification activities
Business Process Outsourcing
Debt Collection Services,
Product Promotions and Customer Satisfaction Research Surveys

Inbound Call Center Services

Inbound Call Center Services provides Call Center Technical support, Answering service, Order Taking service, Help Desk, & Customer Service. Inbound Call Center Services assisting to push clients? sales and have the most out of marketing dollars. The Customer Service Representatives (CSR) inbound call center always respond to clients, customers or prospects in a timely, polite and professional manner.

Inbound Call Center Services Offer Include:

Toll Free Customer Service
Order Taking, Order Processing & Catalogue Order Taking
Customer service assistance
Inbound Direct Response
Save-the-sale techniques
Up-selling and cross selling
Scalable call answering and routing
Email follows up
New product services
24-Hr Helpdesk
Automated call distribution environment
Emergency Response and Direct Response Services
Appointment Scheduling
Telephone Answering and Web Receptionist Services
Caller identification
Ad response contact services
Interactive Order Entry Services
Customer care and problem solving
Client communication

Chapter—3

Organization Profile

Example
Microtouch

 Address

Sector-3, Uttara, Dhaka, Bangladesh, 1230.

 History

Microtouch was established in Dhaka (Bangladesh) after the local government took the initiative to encourage prominent entrepreneurs to meet the growing demand for BPO. We have established Microtouch to have a simple and dynamic business philosophy: build synergistic relationships, which enable growth for our clients and ourselves.

Our core values are intrinsic to the way we work to strive towards leadership, trust and customer loyalty. It is crucial that our operations team works closely with the client to understand the critical parameters essential to enable quality service and performance.

At Microtouch we have set up a state of the art facility equipped with the adequate technology and management’s expertise to handle any array of our client’s requests. We ensure that we are second to none when it comes to technology and reporting processes.

In addition our facility has the availability of trained call center agents with professional trainers on site to provide new recruits with the required skills to produce quality service for our clients.

Our founders and top management team have got significant experience and have a strong educational background. Microtouch is committed to our promise to excel at giving you only the best solution possible.

Product and Service

Inbound Call Center Services
Appointment Setting
Order Taking
Catalog Sales
Customer Service
Database Management
Dealer Locator Service
Market Research Surveys
Membership Applications
Opinion Surveys
Overflow / After Hours
3rd Party Verification
Ticket Sales
Live Telephone Operators
Up-Selling / Cross-Selling
Direct Response For Web Site
Direct Response For Print Ads And All Other Media
Internet Sales Order Entry
Insurance Claims
Insurance And Employment Verification
Virtual Office Service
Taking Credit Card Orders

Outbound Call Center Services

Market Intelligence
Database Selling
Direct Mail Follow-up
Lead Generation/ Qualification/ Management
Seminar Population
Product Promotion
Debt Collection
Info & Literature Fulfillment
Appointment Scheduling
Decision Maker Contacts

Mission

Microtouch is the pioneer in the call center industry of Bangladesh. We are committed to serving our clients globally. Our Mission is to be one of the leading call centers across the globe in terms of the quality of our service, which we provide to our clients. We aim to achieve this by our values, which are: quality, service and originality.

Vision
Microtouch vision is to provide superior value to our clients by offering contact center and business process outsourcing services with five important value levers.

Competitor
Aeon Technologies
Alvee Telecom
Asiana Telecommunications Ltd
Bangladesh Professional Training Institute
Call South Asia
CallCare1st
Chittagong Calling Centre

Technical Support
• The Outsourcing of Inbound Technical Support has been growing exponentially and is a very common activity handled by call centers.

• Equipped with the technological support and well as the skilled agents required to satisfy all your technical supporting needs of your organization.

Functional Department
The micro touch sensor array is fabricated by Ti substrate and PZT thin-film. PZT thin-film is synthesized by hydrothermal method and used as both micro sensor and micro actuator.

Micro touch sensor array is not only simple to suit for miniaturization, but also robust against the disturbance. It will have numerous areas of application instead of conventional switch based on the mechanical contact.

Structure design of micro touch sensor array is presented. The main focus of structure design is on improving the sensitivity of micro touch sensor array.

A mathematical model, which is used to optimize structure design of micro touch sensor array, is derived.

According to cantilever beam theory, the frequency response to electric output of micro touch sensor unit has been discussed.

 

Advantage of Call Center in Bangladesh

The whole of the world is now looking for a modern and aggressive business policy that can serve the customers effectively and efficiently. To meet the entire customer satisfaction the organizations are trying to deliver a high quality service. People are no longer wanted to wait for get any information and service about any business.

The modern business bodies are much more conscious about the customer service. To meet that demand the companies and the organizations are going to setup call center. The organization may have their own call center or they may make it happen through outsourcing.

There have many countries in world who offer inboard and out board call center service. But the cost and other issuers are matter. The companies of course will go to the cheapest and reliable call center. The South Asia is the most suitable place to establish call center.

And the Bangladesh is the new comer in this sector. But the Bangladesh has a great opportunity to progress in call center industry. There have many reasons behind ?why you choose Bangladesh to setup a call center?? Just have a look at the following; we have discussed some point about the advantage of call center in Bangladesh.

Efficient Human Resource from Bangladesh It is very well known that Bangladesh is the country where the most attractive resource is ?Human?. We can offer highly skilled and educated workforce because of our increasing number of universities and training industries.

Our training institutes are successful for preparing the efficient manpower for the Call Center. The young generation wants to get a call center job willingly. Bangladesh has many university students. They also can do a part-time job at the call centre. And it is also another advantage because the demand of the students is lees than a professional worker.

Location of our call center Bangladesh has the location advantage because of the 11 hour time difference with the USA. For the time zone advantage American, West European and Asia Pacific’s organizations can enjoy 24 hours customer service round the week. Our geographic location is also very suitable to establish a call center. Because our environment is support us to work round the whole year. The geographical advantage and the time zone will provide a great opportunity to reach the height.

Limited Cost In spite of the lowest cost of manpower, Bangladesh can provide the Call Center Service in cheap rate. Today we also have a vast amount of educated people from inside or outside of the country in IT sector and they are ready to serve at a very minimum cost rather than the rest of the world. The call center investors can invest to the Bangladesh because of the cheap rate of human resource, equipments, and all other assets that may need for establish a call center in Bangladesh.

Appropriate Government’s Policy The Government of Bangladesh offers the tax free import policy for the IT sectors that will able to create a wide range of opportunity to establish a Call Center. The Bangladesh Government wants a great improvement in IT sector; especially they keep focusing on the call center business.

They believe that as like the Bangladesh garments sector the call center industry also can earn huge amount of foreign currency. The Government’s Policy is also suitable for continuing the business for long run. They always welcome the foreign investors to invest in country without any hesitation. Bangladesh Government will provide all kinds of support to establish a call center.

Infrastructure The infrastructure of Bangladesh is very much updated to setup a call center in Bangladesh. It is also another great advantage of call center business in Bangladesh. Our low tariff on communication sectors will add an extra advantage for the Call Center business. Here we can easily run a call center business and the whole infrastructure of our country will encourage us directly.

High Potentiality Bangladesh is the country where the potentiality of IT related business is very high. Our comparative advantage is successful for get the attention of the multinational organizations. The whole economical and geographical situations are developing rapidly. For the future benefit it is the right decision to establish a call center in Bangladesh.

The advantage of call center in Bangladesh is many. People just want a smooth solution to setup new types of business like call center and Bangladesh is all-time ready to help.

Call Center Challenges
Be it for research, making sales, or providing after-sales service, companies heavily rely on their call centers. Call center managers face daily challenges in balancing targets provided by management with the basic operations involved in running their call centers. A few of these challenges are described below.

Agent Attrition Rates
A number of surveys have revealed that call centers have the worst attrition rates. An annual agent turnover rate of more than 25% is witnessed across the industry. The primary reasons that employees decide to quit are:
• More attractive opportunities elsewhere
• Low salaries
• Inconvenient work hours
• Redundant work
• Fewer career advancement opportunities
Call center operations suffer due to high agent turnover. Managers have to constantly train new staff only to find them gone in a year.

High Cost of Operations
Call centers are full of computers and technological gadgets that need proper maintenance. Furthermore, a call center that decides to purchase a workforce management system (WFM) must pay more than $50,000.

Cultural Complexities
When call centers are outsourced, managers face cultural complexities in their operations. Calls to and from foreign countries often meet cultural barriers that pose significant challenges in call center operations.

Solutions for Effective Call Center Operations
Since a single challenge may have multiple solutions, the implementation of the best solutions for operational problems is essential. Four specific call center operations solutions are discussed below.
Creating an Intranet
Call center operations can be more effective if an intranet is put to use. Agents should be encouraged to use the intranet, which may offer a help desk, recreational activities information, messages from management, company newsletters, and details on the company’s latest developments. This can help staff members remain connected with management.
Conducting Research
Every call center has its unique problems. Though time consuming, research on the requirements of your staff and customers will ensure optimal performance. A survey of staff and customers can be conducted, or you can analyze call logs or statistics to gather information on problems customers are running into.
Staff Training
A vital part of call center operations is training staff members. Agents should be aware of the full range of information available to them. Proper trainers provide the instructions needed to prepare an agent for success.
Examining Key Statistics
There are certain indicators that show the level of performance in a call center. Call center operations can be run more smoothly if the manager leverages on statistics pertaining to factors such as call volume, cost per call, percentage of successful calls, average time per call, and customer satisfaction.

Bangladesh call center equipment provider

Panalog Univrsl, new Call Management Software from Panalog

Panalog has released a Call Management Software called Panalog Univrsl Version 3.0. It’s a call management system for home office, commercial and small business and general home use. Panalog Univrsl supports KX-TDA50/100/200, KX-TAW848, KX-TA308. Panalog Univrsl comes with the following outstanding features:
1. Measuring capability for all inbound and outbound call activity
2. View full activity with “Point and Click” menu option
3. 17 Different reports and 30 different graphs per day
4. Monitoring capability for employee productivity
5. Auto stop telephone abuse
6. View long distance bills immediately
7. Link employee names to extensions
8. Search call records by employee name
9. Flexibility to “exclude” owners or managers extensions from reports
10. Call accounting section for billing clients
• PBXtra Communications Solution

Every business needs an affordable communications solution that provides a competitive edge. The PBXtra offers unparalleled reliability and productivity gains in a cost-effective enterprise-class phone system designed to grow with your small business.

PBXtra packages start at only $995 for unlimited users and extensions.

Bangladesh call center software provider

Call Centre Solutions-Synthesys

Noetica is a software development company specializing in Agile Customer Interaction Management solutions for the call centre. Synthesys provides the most intuitive agent guidance technology on the market by combining Service Oriented Architecture and Business Process Management Call Center Software techniques delivered through a unique visual logic-mapping interface.

Synthesys features:

CTI interfaces to over 40 different PBX platforms.
Complex agent applications.
Agent performance monitoring tools
Use of multiple applications on the desktop.
Inbound email processing tools.
High performance Dialer with patented technology and voice recording.
Bulk email and SMS campaign management.

PlantCML VESTA Pallas 2.6 Service Pack 2

PlantCML, an EADS North America company, has announced the release of VESTA Pallas 2.6 Service Pack 2 for Emergency Call Centers. VESTA Pallas 2.6 Service Pack 2, IP-based call taking solution for call centers offers 2 to 12 call taking positions.

VESTA Pallas 2.6 Service Pack 2 is designed as a state of the art converged voice and data solution to offer a choice of IP enabled alongside conventional functionality. Its latest features include improvements in IP call with the IP Key Expansion Module, support of IP phones with TDM handsets and the Element Manager to ease configuration and facilitate faster backups.

 Syntellect CT Connect 7.5

Syntellect, Call center interaction management solutions provider, has released of Syntellect CT Connect Version 7.5.

Syntellect has included many updated switch supports in Version 7.5 for better performance and requirements of the end user.

The 7.5 version gets additional PBX switch support to the product and also includes new releases of PBX switches that previously supported Ericson MX One, Alcatel OmniPCX Enterprise, Cisco Call Manager and Mitel ICP 3300.

Terms and condition to apply for call center license

If you want to apply for call center license then you should follow some rules and regulation provided by the BTRC. Here are the Terms and condition to apply for call center license:

1.Call centers are not considered to extend the services to other Call Center operators. A call center must have at least 5 seats or agents.

2. Interested parties or companies willing to start Call Center business shall apply for license to the Commission in prescribed form (BTRC) available in the website www.btrc.gov.bd.

3. Any company that itself operates Call Centre for its customers within the country does not require any license from BTRC. This license is only applicable for services those are outsourced to the Call Centre operators by another party.

4. The license will be given to individuals, partnerships, companies or joint venture companies registered under existing applicable laws of Bangladesh. Foreign equity is limited to maximum 45% for Bangladeshi Call Centers. For Non Resident Bangladeshis maximum of 70% ownership will be allowed. For Captive international call center that means call centers setup by an overseas company to serve its own customers only; full foreign direct investment by the company will be allowed as per applicable laws of Bangladesh.

5. If any Telecommunication operator like Mobile, PSTN, ISP, DDCSP, IGW, ICX, and IIG is desires to commence Call Center business, it will have to separate the Call Center location from its existing premises.

6. No fund can be raised locally from the financial institutions or individual in Bangladesh for foreign investment. Foreign investors must bring fund as equity from overseas.

7. The employment of foreign expatriates in call center is limited to 10% after 1st year of operation. Relevant Government rules and regulations of foreign personnel employment have to be followed.

8. International and Domestic Call center services can be extended under single license subject to terms and conditions contained in this guidelines.

9. HCCSPs would require additional license to operate Call Center.

10. A licensee can have multiple call centers under a single license. The locations with number of agents and client details will have to be registered with the BTRC before operation.

11. The Call Center operators will inform the BTRC in prescribed form of any addition of call agents in its existing call center or addition of Call Center before activation.

12. If the operator proposes to change the location of Call Center it will inform the BTRC in prescribed form before relocation and service commencement.

13. The license holder can also set up ?Disaster Recovery Center?. The Disaster Recovery Center can only be used during any situation when the main Center, cannot be used or becomes inoperative. Disaster Recovery Center has to be situated inside Bangladesh.

So if anybody wants to setup any call center then he or she should follow the above terms and conditions provided by the BTRC.

Terms and conditions to setup call center

To setup a call center in Bangladesh any company should follow the terms and conditions provided by the BTRC. The terms and condition to setup a call center are as follow:

1. The Call Center should obtain the required connectivity including Satellite or VSAT bandwidth from Service Providers duly licensed by BTRC.

2. Hosted Call Center operators will use the services of infrastructure of licensed Hosted Call Center Service Provider.

3. The connectivity between Call Center and overseas client should be through International Private Leased Circuit. International Private Leased Circuit connection is to be obtained from authorized submarine cable operator.

4. The amount of bandwidth should be in proportion with the number of seats of the Call Center.

5. The primary connectivity would be through SEA-ME-WE 4 submarine cable. The operator may have backup route through Satellite or VSAT until the availability of alternate submarine cable.

6. Hosted Call Center operators cannot have direct link with its overseas client. Hosted Call Center Service Provider will arrange required connectivity through IPLC.

7. The connectivity between Hosted Call Center Service Provider and Hosted Call Center must be through local leased line.

8. All Licensees must keep daily Multi Router Traffic Graphic records, for monitoring and measuring traffic load of the link and for making the records available to the BTRC.

9. No termination or connectivity is allowed from domestic PSTN, Cellular, Data or any other type of network other than point to point leased line between Hosted Call Center Service Provider center and Hosted Call Center.

10. Both inbound and outbound international calls are permitted from the Call Centers for service purposes only.

11. Call Centers must have record and store all detail call data records for a minimum of 3 months.

12. Call Centers operator shall ensure complete separation of local telephone lines used only for office purposes from the Call Center.

13. Interconnection between Call Centers for same overseas client is permitted with prior permission of the BTRC for redundancy, backup and load balancing. Interconnections between call centers for different clients are not allowed.

14. Interconnection between any Domestic Call Centre and International Call Center is not accepted.

15. International and Domestic Call Center or Hosted Call Center shall be located in separate premises.

16. Network Setup of the Call Center or Hosted Call Center will not be extended by any means to another location other than the specified location.

17. Call Center or Hosted Call Center operators will not configure the equipment to support remote agents.

18. The BTRC have the right to direct the telecommunication facility provider to apply monitoring facility with suitable recording system on any service extended to all types of Call Centers.

19. Call Center or Hosted Call Center setup detail with proposed equipment, network diagram etc. would have to be submitted to the BTRC with application for license. Permission of BTRC will be required for any change in setup.

20. Licensees will be allowed to import only call center related equipments with prior permission from BTRC. The Licensee is also required to inform BTRC of any local procurement of Call Center equipment.

21. The BTRC or any law enforcing authority will have right of unrestricted access to the Licensees? premises for monitoring and inspection, without prior notice or delay, for obtaining current configurations of the equipment setting in the call center.

22. Call Centers or Hosted Call Centers or Hosted Call Center Service Providers will ensure that their equipment installations do not become a safety hazard and is not in contravention of any statute, rule or regulation and public policy.

23. Call Centers or Hosted Call Centers or Hosted Call Center Service Providers shall be required to provide the CDRs of all the specified calls handled by the system at specified duration, as and when required by the BTRC.

24. Wherever considered appropriate, BTRC may conduct any inquiry on complaint to determine whether there has been any breach in compliance of the conditions by the Call Centers or Hosted Call Centers or Hosted Call Center Service Providers and upon such inquiry they shall extend all reasonable facilities without any hindrance.

Setup cost of call center

The cost of setting up a call center depends on various issues. First this is, the no of seats. Then IPLC line cost, office cost, manpower cost, marketing cost, hardware cost, software cost and so on.

For a 10 seats call center for good quality service the setup cost would be around ~ 25 to 30 lack Taka. It can be more or less depending upon the type of hardware and software you use. For quality service you have to use good quality hardware and software, so the setup cost will be a bit high. You also have to take care of the running cost of a call center.

Opportunities of Call Center

This Site is in view to provide opportunity for all who are concerned about Call Center in Bangladesh. Outsourcing Call Center Services is already popular throughout the world. Bangladesh is now expecting all opportunity to make a comfortable room in this industry with its huge manpower, which can easily be effective and efficient.
The Government has come up with some bright hopes, let us take it positively and embark into it with all our workforce to make the planning and development flourish.
This site hopes to provide information on the top to bottom line of the Call Center Industry in the perspective of all relevant issues to it. The forum is there to help you share ideas and values. You have articles on interesting and specific topics which opens the door of earning more knowledge.
Bangladesh can be a very good outsourcing industry in terms of manpower, location and cost. Widening up the opportunity with proper Government initiatives and support of the private sector can build a strong infrastructure. Already several of Bangladesh’s work has proved the skills and standards in the Global Market.
Call Center industry can add up another milestone in its global success. We have a talented young generation looking for jobs; they are also hard working and sincere enough. Let us strive to make this development a grand achievement for the people and country.

angladesh Call Center Job Requirements

Depending on the specifics of the job, the prospect must have a willingness to sell products (Hard sales or soft sale), and have excellent analytical skills. Many reps work in inbound call centers so they will need to troubleshoot a gamut of complex issues.

The following competencies are required for the call center jobs:

Education:

Education is not a major part of the call center jobs. Here the experience and customer handling capability is important. Most of the Bangladeshi firm wants O Level/A Level, Graduate in any discipline, IELTS/ TOEFL, and even the simple English medium students as educational qualification. The main importance is given to the English speaking capability.

Computer Literacy:

It is very important job requirements of the call center in Bangladesh. You should not have any higher degree about the computer if you are not applying for any technical post. Computer literacy such as MS Office and Basics of Windows XP is essential for most of the jobs. Sometimes the job providers also want a good typing skill.

Age Limit:

The perfect age limit for the call center job is 18 to 30 years. For the Bangladesh still now there have no experienced person in call center job because it is very new sector in Bangladesh. The young employees are most welcome for this industry but the aged experienced and qualified people are also demanded.

Communication skill:

As it is a customer based service industry so the communication competency is must. The job seekers should have sound communication skills as well as motivational capability. Good communication can deliver a satisfactory customer service. Negotiation and Convincing skills are also needed.

Trustworthy:

Trustworthy is another requirements of the call center job. The call center vendor provide the all secrete information and data of a company so the call center employee should keep the security of that information and they should show their trustworthy at their job. Punctual and honest in manner is welcomed by the job provider.

Bangladesh Call Center Salary Range

As we have already mention the possible jobs title of the local call center; now we are here trying to give an idea about the salary range of those positions:

Senior Call Center Business Analyst:

This is a higher level job of the call center. The Senior Call Center Business Analyst’s main responsibility is monitor the all sections of the call center and find out the possible opportunity for the call center. Senior Call Center Business Analyst also creates the new dimension of the business. The possible salary range of the Senior Call Center Business Analyst is around 40,000 TK to 70,000 TK.

Junior Call Center Business Analyst:

Junior Call Center Business Analyst holds just a lower responsibility than the Senior Call Center Business Analyst. This position is just for help the senior person. In any call center there may have more than one Junior Call Center Business Analyst. The salary range of the Junior Call Center Business Analyst is around 30,000 TK to 60,000 TK

Senior Call Center Coordinator:

The Senior Call Center Coordinator is a very important body of the call center. Senior Call Center Coordinator’s main role is coordinate with the customers; may be regular or potential; and develop a strong business relationship with them. 30,000TK to 50,000TK is the possible salary range for the Senior Call Center Coordinator.

Junior Call Center Coordinator:

Junior Call Center Coordinators are the helping persons of the Senior Call Center Coordinator. They are just subordinate of the Senior Call Center Coordinator and hold the similar responsibilities. The smart salary range of the Junior Call Center Coordinator is 20,000TK to 40,000TK.

Call Center Floor Manager:

Call Center Floor Manager is a mid-level job of the firm. The main responsibility is take the proper monitoring among the agents and makes sure the facilities of them. The salary of Call Center Floor Manager may very between 15,000TK to 25,000TK.

Call Center Operations Manager:

Call Center Operations Manager takes the responsibility to monitor all business operation of the call center. Call Center Operations Manager is a high-level job and they will get 25,000TK to 45,000TK as salary.

Senior Call Center Product Support Specialist:

Senior Call Center Product Support Specialist normally promotes the product related services to the customers and gets the feedback from the customers. They sometime do the promotional campaign of the products. This high-level employee will get 25,000TK to 40,000TK as salary.

Junior Call Center Product Support Specialist:

Junior Call Center Product Support Specialist is a mid-level position and holds the same responsibilities of the Senior Call Center Product Support Specialist. The possible salary range of Junior Call Center Product Support Specialist is 18,000TK to 30,000TK.

Senior Call Center Representative:

Senior Call Center Representative is acting like a products promoter. Their main role is to advertise the products and push the sells. They just maintain the Junior Call Center Representative and manage them. This high-level employee will get 25,000TK to 50,000TK as salary.

Junior Call Center Representative:

Junior Call Center Representatives are holing the same role and face the real customers. The salary range of them is 12,000TK to 25,000TK.

Call Center Scheduling Manager:

Call Center Scheduling Manager just prepares the work schedule of the agents and the employees. They also monitor the product delivery date of the customers. This high-level position employee may claim 25,000TK to 40,000TK as salary.

Call Center Supervisor:

Call Center Supervisor’s major responsibility is to supervise the agents or operators. It’s a mid-level position and gets 15,000 to 25,000TK as salary.

Call Center Technical Analyst:

Call Center Technical Analyst is a high-level position and monitor and maintain the all technical issue of a call center. The possible salary of the Call Center Technical Analyst is 30,000TK to 60,000TK.

Call Center Operator or Agents:

The Call Center Operator or Agents is taking the main role of a call center. They receive all phone calls and e-mails from the customers and provide the customer support. This job may be permanent or part-time basis. The salary is mainly given by per hour or per call basis. Per hour they may get 80TK to 150TK.

Bangladesh Call Center Training

Without a proper phone training program in place chances are that customer’s telephone experience with the organization isn’t being maximized. The phone skills and techniques used by the team members are essential to organization’s image.

Customers deserve top slash telephone customer service. Anything less and missing out on a golden opportunity to develop long term, loyal relationships with customers and potential customers.

To get one chance to make a first intuition. It is essential to creating a positive first impression for effective phone answering skills that sets the tone for the rest of the customer’s interaction with the organization.

For achieving a customized phone training program to improve business, phone etiquette in business office or call center contact the experts who offer training for Call Center. To establish telephone etiquette excellence, experiences help organizations. Creating powerful and lasting telephone based customer experiences training experts help customer service call centers, small medical offices, and all types of organizations. Customer’s first impression of organization is often a telephone call. Implementation of an effective telephone etiquette skill training program is essential.

Training Courses

Call Center Foundations Training Course

This course was designed specifically for the business person entering or transferring to a call center, and others accountable for interfacing with call center professionals. It is of most value to:

• Leaders stimulating with forming a call center

• Professionals new to the call center task

• Managers and executives with call center supervision

• Recently promoted agents and team leads and those with getting higher responsibilities? IT, human resources, marketing, and other professionals that sustain or interface with the company call center or help desk

• Consultants and sales professionals with call center clients and scenario

• Call Center Foundations presents the ‘big picture”, and introduces participants to the module parts, job roles, and performance factors that make up today’s world-class call center.

Call Center Manager Training and Certification

To brush up most important call center management skills and update the vision for building and leading a highly qualified team in compliance with current best practices.

Call Center Supervisor Training and Certification

This is the most up-to-date training and certification program for call center supervisors. The v2.0 CCCS certification preparatory program trains supervisors in important communication, leadership and coaching skills, and presents best practices for the development of advanced agent training, motivation, maintenance, collaboration, performance capacity, and self-assessment programs.

Call Center Metrics, Analytics, & Reporting

This seminar equip with a methodology for creating and using metrics that help to manage call center and drive positive behaviors. Essential Skills and Knowledge for Effective Incoming Call Center Management. This training course help to build a solid foundation for successful call center management.

Call Center Training usually highlights training modules related to:

Call Center Profession
This deals with recognizing the functions, arrangement and key players of a typical call center and the subsequent uniqueness of the business.

Increased Customer Relationship
This generally refers to the effective ways using Key Performance Indicators to balance the contradictory interests of the call center’s stakeholders or the valued customers.

Workforce Management
This aspect of the training relates to the forecasting, scheduling, occupancy and staffing principles and their consequent impact on the life of the CSR and the success of a call center.

Call Center Technologies
The training on call center technologies bring about excellence in customer service, through state-of-the-art call routing applications and a mixture of other latest

Performance management tools.

Performance Management

This refers to the different ways through which the long-term value of a customer could be defined. Also, the application of CRM (Customer Relationship Management) ethics to recognize and skillfully respond to the valued customers.

The different channels for delivery of training comprise of:

Face-to-face classroom training
Conference sessions
Web-based seminars (webzines)
Self-paced training (books and toolkits)

Bangladesh Professional Training Institute (Bangladesh)

BPTI has entered into the skill development sector of Bangladesh in early 2006, with the platform of R&G Group. BPTI has earned the reputation of being a cost effective and career oriented training institute in Bangladesh. This has happened as BPTI got the support from the experienced and committed faculty and management team work hard.

BPTI’s Services for – Domestic & International Call Centre Support includes:

Call Center Agent Training
Call Center Management Training

BPTI Training Contents:

CUSTOMER SERVICE
GLOBAL ACCENT
CULTURE SENSITIZATION
COMMUNICATIVE ENGLISH

Institute of Call Center technologies (ICCT) (Bangladesh)

Institute of Call Center Technologies is the leading training and development organization in Bangladesh. ICCT driven by a vision to provide cutting edge learning solutions to organizations and individuals to succeed and enhance performance, Of training and consulting professionals.

ICCT trying to bear best international practices and deep local Knowledge to their clients and students. It is the first call center training institute in Bangladesh which actually provides the total solution including software’s, technologies, human resource and the technical supports of a call center industry with an office space of 1500sqft situated at Farmgate.

Bangladesh Call Center Diagram
Call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward those to someone qualified to handle them, and to log calls. The Call Center should obtain the required connectivity including Satellite or VSAT bandwidth from Service Providers duly licensed by BTRC.

The connectivity between Call Center and overseas client should be through International Private Leased Circuit. International Private Leased Circuit connection is to be obtained from authorized submarine cable operator. The primary connectivity would be through SEA-ME-WE 4 submarine cable. The operator may have backup route through Satellite or VSAT until the availability of alternate submarine cable.

Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services.

If a small teleservicing company reaches the market saturation, it cannot increase its client base further without diversification. Every business entrepreneur knows this and many see that a logical diversification is to add an alarm monitoring service. The startup cost for an alarm monitoring station may be as low as $6,000 but it can cross $50,000 barrier.

Deciding cost structure will depend on your client base. If it includes high risk locations like bank and jewelry store, your monitoring hardware and software may have to be certified by Underwriters Laboratories (UL), dramatically increasing your startup costs. For services dealing primarily with household or regular small to medium size business, the cost can be ninety percent lower. The UL logo appears on billions of products throughout the world.

With the most items, the UL experts test one prototype to be sure of its requirements for its product type. But it is true that Underwriters Laboratories take a different approach to alarm systems.

UL certification is inspired by Fire inspectors and insurance companies to the point that throughout the United States it is basically impossible to establish a fire alarm monitoring station without UL compliance throughout the United States. It will also be better to remember that security services are among the fastest growing companies in the world today, and it is a coming fire risk that is driving all that growth, rather an increased crime rate.

Most call centers know the significance of having a good and reliable backup power source. It is a matter of sorrow that all centers have not taken steps to have the protection or to ensure that it is enough and maintained properly.

Add to this possible quality issues with the power of utility like brownouts, sags, surges, spikes, and so forth (see the Power Glossary for an explanation), it need to be covered with backup power . Whether your center needs to install backup power for the first time, add more capacity, or replace aging systems there is a general strategy to follow.

Use UPS systems for immediate, short-term protection supported by electrical generators for long-term outages. Uninterruptible Power Supplies (UPS) provide a swift source of power for short durations. As most power outages, problems last less than two hours, UPS are the first line of defense. In general, a UPS takes DC power from batteries and converts it into the AC power needed to run call center switches, computers, and networks.

The more batteries, the longer power can be supplied at a greater cost. There are different types of UPS systems and produce different qualities of voltage. While manufacturers might use different terminology, UPS fall into two general categories. The first are those that run power through them, conditioning and filtering it all the time.

When there is a problem with the utility power, these UPS are on the job working. The second type monitors the line but it does not filter it. At the sign of a problem, they turn on, take over, and supply power till the utility power is restored and stable. It is obvious that both approaches have their strengths and weaknesses. If you have any confusion, it has a depth discussion with vendor, preferably one that sells both kinds.

Since each UPS system is rated for a certain range of load (the amount of power it can supply) as call centers grow and more things are connected to a main UPS, often its rating can be exceeded. This can cause a UPS to underperforms or to not work at all.

Rather than discard an existing system that otherwise is in fine working condition and replacing it with something bigger and more expensive, an option is to supplement it with secondary UPS or a number smaller distributed units. In this way the original investment is maintained, while increasing the overall power protection.

Generators are run in parallel to the utility company lines, but are not connected to them. To use a generator’s power, the power company must be disconnected and then the generator connected. This sounds complicated, but it is easily accomplished with a transfer switch.

A transfer switch, which must be installed by an electrician, can be either manual or automatic. While manual switches are inexpensive, someone must activate it and know how and when to do so. In the midst of a power outage, this seemingly simple task can introduce some unexpected problems. An automatic transfer switch handles all of this without human intervention. It is recommended for all but the most basic (and non-critical) installations.

UPSs and generators are not pieces of equipment that you buy, install, and then forget about them. If you underestimate them, they will fail. You won’t know until you need them because of a power outage. Then, you are no better off than if you hadn’t purchased them in the first place.

Bangladesh Call Center Network

Bangladesh call center network is a very significant fact in time of establishing a call center. Without a call center network, a call center cannot be established. A call center network is a base of the establishment of a call center.

Today Virtela Communications have declared that Beacon Global Services Corporation has implemented the first end-to-end voice and data call center network solution using multiple IP backbones spanning the United States and India.

Vice president and business unit head at Beacon Global Services, Sudhir Seth announced that there wasn’t simply another network service provider who might deliver the voice quality and state of the art call center activity that our project specifications required at the cost-savings model we were to meet.

There was no carrier that could deliver them with an end-to-end connection between their New York and Hyderabad call centers, re-routing traffic, and providing applications like CD-quality voice over IP, video conferencing, and association tools all on the same private network.

In early 2006 Bangladesh Professional Training Institute BPTI has entered the skill development sector of Bangladesh standing on the platform of R&G Group. BPTI has earned reputation of being a cost effective and career oriented training. Concord InfoTech Concord InfoTech provides outsourcing telephone based customer service and sales from Bangladesh for USA, UK, Canada, Australia and South African markets.

Concord InfoTech Bangladesh is playing a strong role in this sector. Dial Management is a consultant organization providing different solutions for entrepreneurs intending to start call centre business. Dial has tied up with TechMark Solutions Limited. HMC

Technology is one stop Hosted Call Center Service Provider. Professional call Agents, helpful and diligent individuals who specialize in ensuring quality Telemarketing are available here. Imam Network offered the call center structure that is for the corporations to communicate with customers by advanced communication technology. It realizes customer services, sales and market diplomacy.

Institute of Call Center Technology is the leading training and development organization in our country. MinutesXchange Communications is a global provider of advanced voice and data communication services into deregulated, quick growth and emerging markets offering international carriers and service. Nihan Technologies and Consultancy Ltd. (NTCL), a visionary and goal-oriented professional IT Organization, was established in 2002 with the demonstrated technical skills and broad experience in planning.

REVE Systems is a private company in Bangladesh. It takes IP based communication as the core segment for its working area since the beginning. RT Telecom and IT Services Ltd is one of the newest call centersin Bangladesh. They are globally progressive outsourced telemarketing company trusted by their affiliated companies.

SysTel Communications provides international (Inbound) and Domestic Call Center/Contact Center Services. SysTel Communications is a new generation outsourcing company formed by the joint venture. TZCalling provides clients with the top quality call centre services 24 hours-a-day. Vocallogic is a company with global presence geared towards providing affordable VoIP, networking and communication technology solutions.

Wave Consortium Limited has set up its mission with the aim of providing IT solutions, Complete Call Center Solutions, software development, outsourcing, and IT solution provider. XWAYS SOFT (PVT) LTD is one of the leading companies approved by Bangladesh Telecommunication Regulatory Commission (BTRC) in Bangladesh. It has the vision to become a pioneer information Technology companies. At present Zamir
Telecom is one of Bangladesh’s most promising VOIP solution providers. Zamir Telecom Ltd is the only VOIP termination provider to make way in Telehouse Europe Data centre.

In 1993 with UUCP Bangladesh got internet facility and in 1996 IP connectivity had been in Bangladesh There are 9 active ISP companies in Dhaka and 3 others in Chittagong. Larger ISP connects the Internet using 64 or 128 kbps VSATS. Recently, a number of Cyber cafes have been opened in Dhaka and many other cyber cafés have been available in some other districts in Bangladesh.

Some Government agencies are provided internet services by BTTB. Other Bangladeshi private agencies are also provided internet service by different ISP companies. It actually shows that Bangladesh call center and internet are related very closely and it let call center business be enhanced very successfully.

Bangladesh call center has resources, technology and operating expertise in spot to assist companies enlarge globally and surpass their client sales, services and marketing expectations by the Proactive customer centric approach. Bangladeshi call center companies provide 24 hours call service, providing higher quality-value and added Call Center Services from all over the globe.

Interpretation

Present Situation of Call Center in Bangladesh

According to a recent research done by the San Antonio-based research and consulting firm Frost & Sullivan Inc., the call center outsourcing market reached $19.5 billion in revenues in 2005 and is likely to reach $20.1 billion in the course of 2012.

The outsourcers are also under increasing demands to do more than just increase efficiencies. Clients expect outsourced call centers to improve retention, and reliability as well. These days, companies look during vendor selection process is political stability of the location. They will certainly make sure that the location is in a politically stable place for doing business at ease.

As Bangladesh from this perspective needs to work hard to prove that the company will get 100 per cent support from the government and leading political groups. For the Bangladeshi organizations entering into successful call center outsourcing relationship requires a major time commitment.

The prospects of this industry very new to Bangladesh, Bangladeshi companies initiated joint venture with USA and India to open up training academy in collaboration with Call Center School, the leading for the professional development of individuals in the Call Center industry.

It has been claimed that Bangladesh can take advantage of the rising costs of operating call Canter in Philippines and India in recent years by utilizing its low wages and large labor force. There is man power available for employment in Call Centers at much lower rates here than in neighboring India, capability of the existing work force of carrying out the complex responsibilities of Call Centers.

Habibullah N. Karim, President of Bangladesh Association of Software and Information Services (BASIS) also the Chairman of the IT Committee of American Chamber in Bangladesh (AmCham) said that the call center opportunity is real and Bangladesh can have a share of this market through aggressive entrepreneurship.

The call centers provided hot business prospect but Bangladesh is a late entrant. As such Bangladesh does not have the starter benefit. Bangladesh must study the mistakes made by entrepreneurs in India and Philippines and carefully perform its business plans after going through the full diligence rotation.

Any miss-step early on could curse disaster for the whole industry. It’s a large chunk of today’s Bangladeshi youth is aspiring to work in a call center. Good salaries, professional work environments, and chances to enhance one’s communication skills, and exposure to customers on the other side of the globe, all have proved to be enough to ensnare candidates in huge numbers.

But because of lack of exposure to the extremely aggressive standards of Call Centers that there is an acute lack of human resources in Bangladesh with the specific set of skills that are required to excel in this industry.

That is why, although a Call Centers operative can be hired for 20,000 rupees a month in India, a salary of more than 50,000 taka will be sufficient to induce a person with similar sets of skills to become a call center operative in Bangladesh under current circumstances Mr.Saif the call center is a dot com phenomenon which may soon be dispensed with like its predecessors.

On the country, it believes that this is a HR intensive industry which uses IT as a support mechanism. Bangladesh has access to the similar technology available in the United States and India.

Although Bangladesh is a late entrant in the market, it is optimistic about the long run possibilities for Bangladesh. But for these possibilities to materialize, Bangladeshi organizations need to have a major time commitment and make investments in developing the man power to meet the international standards. Comparing the training academies for call center that have sprung up like mushrooms all over the country.

Dhaka Call Center

Call center in Dhaka is very new and its commencement is satisfactory .The entrepreneur is also very initiative about the establishment of call center in Dhaka. Recently, different call center is being started in Bangladesh which inspires some other call center agents to start their call center related business in Bangladesh.

Institute of Call Center Technologies is the prominent training and development organization in Dhaka, Bangladesh. Call center business is new in Dhaka, Bangladesh. Bangladesh government has introduced their new policy and Bangladesh Telecommunication Regulatory Commission is playing the important role for this. For this reason, they have already taken different initiative to issue license for call centre in Dhaka. Online application form is also available for the betterment of Dhaka call center.

Every call center is same on the basis of its function. But some call centers provide better service, some cannot do the same. Dhaka call center has started its function and has been providing service very successfully. In this respect, it can be stated that a call center is a place where customers and other calls are handled by an institution, usually with some amount of computer system.
A call center functions handling of a considerable volume of calls at the same time, screening calls and forwarding them to someone, and logging calls. Dhaka call centers like other are used by mail-order catalog institutions, telemarketing companies, computer products, help desks, and any large organization that uses telephone to sell or service products. Outgoing calls for telemarketing, clientele, and debt collection are functioned by Dhaka call center like other call centers. A call centre in Dhaka works for collective handling of letters, faxes, and e-mails at one location.

A call center in Dhaka is a central point in an enterprise from which all customer’s contacts are managed. The contact center typically includes one more online call centers but can include other sorts of customer contact as well, having e-mail, newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing.
A contact center is generally part of an enterprise’s customer’s relationship management. A call center in Bangladesh would typically be adorned with special software allowing contact information to be routed to right people, contacts for being tracked, and data to be collected. A call center in Bangladesh is considered to be a vital element in multichannel marketing.

Dhaka call center has resources, technology and operating expertise in spot to assist companies enlarge globally and surpass their client sales, services and marketing expectations by the Proactive customer centric approach. Dhaka call center companies provide 24 hours call service, providing higher quality-value and added Call Center Services from all over the globe. 24 hours call is based on at Dhaka.

24 Hours Call offers the gratification that comes from working with a technologically stable business partner who is committed to invest in processes, people, facilities and infrastructure, ensuring the highest level of operation. Dhaka call center is committed to building scalable and repeatable business solutions & services ensuring client progress.

24 Hours call in Dhaka call center specialize in all types of outsourcing call center services. It relates inbound and outbound call center services that can help to utilize moment, money and resources, and inspire bottom-line. 24 Hours call in Dhaka call center has vigorous steep industry expertise mixed with the depth of flat competencies. In Dhaka call center 24 hour calls outbound call center services have specialization in appointing scheduling, debt collection, lead generation, research surveys and telecom industries, insurance, telemarketing in mortgage etc.

Inbound call center Services in Dhaka provide call center technical support, answering service, order taking service, help desk, & customer service. Choose 24 Hours Call in Dhaka for outsourcing call center services have high conversion rates, increased sales, and more contented clients, final translating to reiterate purchases and faithful client relationships. Award winning of Dhaka call center services will assist to push sales and for marketing dollars.

Bangladesh Telecommunication Regulatory Commission has started issuing licenses for call centers in Dhaka in April as the chairman said on March 19.we know that the proposals came at the ”Public Hearing on Call Centre Licensing” organized by the Commission at Bangladesh-China Friendship Conference Centre Wednesday morning.

As a follow-up to Public Consultation on the Proposed Licensing Guidelines for Call Centre in Dhaka, BTRC invited the general public and call-center enthusiasts to attend the public hearing where the proposed Licensing Guidelines, and terms and conditions had been discussed openly.
BTRC chairman Manjurul Alam said “We will publish the guidelines for call centers next week and begin accepting applications from the first week of April”. Any ideal citizen having trade license can apply for it. Any ideal citizen could get the license at a cost of Tk 5,000 for five years which was proposed Tk 50,000 earlier, and no renewal fee for the license.

The advertisement for applying for the license is now available in the BTRC website from the first week of April and the enthusiasts will get information on television and radio. Beside this, Mr. Chairman said that will revise the proposed licensing guidelines for call centre in Bangladesh based on the suggestions of the public hearing.
With the reference of guideline, call centers in Dhaka and Chittagong shall get revenue-sharing holiday for three years and the holiday will be for 5years for other parts of the country. On the basis of the completion of the holiday period, the license holders must share 0.5 per cent revenue with the BTRC every year.

BTRC declared that the licence fee for five years will be five thousand taka and there will be no renewal fee. Maximum 40 per cent foreign investment will be allowed for hosted call centre service providers. BTRC further announced in the first year of its operation, a centre will be free to employ as many as foreign employees are required, but thereafter, the number of foreign employees in a call centre or hosted call centre service provider should not constitute more than 10 percent of its total manpower.
There will be two kinds of call centre license for domestic call centre services and license for international call centre services. The license will be in three types for both the national and the international services, for example, the hosted call centre services provider, the hosted call centre license and call centre license.

Summery of findings

Bangladesh Call Center Marketing

As we know that the marketing is the key element of any business activity. And if it is a service oriented firm then there have nothing to do without marketing the products to the target customer. The Bangladesh call center companies should consider outstanding marketing techniques for survives the industry.

Keep adding something new to your product line:

If every time you add something new to your call center business you create an opportunity to get more sales of your product. As for instance, something as simple as adding new information on your website provides another selling opportunity when customers visit your website to see the new information.

Adding a new product or service to your product line usually makes a big increase in sales. Adding a new product or service to your product line increases your sales in 3 different ways:

1.It will attract new customers who were not interested in your current products and services.
2. It will generate repeat sales from existing customers who also want to have your new product.
3. It will enable you to get grater sales by combining two or more items into special package offers.

Become a valuable resource:

Try to be a resource for your prospects and customers. You can do it easily; supply them free information and help them do things easier, faster and less expensively. You will get another opportunity to sell something every time they come back to you for get free help.

Separate yourself from your competitors:

Try to create a reason for customers to do business with you instead of with your competitors offering the same or similar products. As like, provide faster results, easier procedures, personal attention or a better guarantee to.

Chapter– 5

Conclusion & Recommendation

Bangladesh is developing country .specially its it sector is improving very faster. Whenever a country goes infant with his technologies and can show good performance to the world, it effects in other sector of a country .

Call center is one type of company which work is to help another company’s customer service or internal service. In other words call center is one kind of intermediaries which connects a company and its consumers. Bangladesh call center is not dispersed from this concept. The mechanism of a Bangladesh call center is to receive customers phone and provide their desired information.

Bangladesh call center company will start their work. More than 400 companies are registered by Bangladesh government. But few of them like 40 companies are already started to play their activities. Others are not. Inactivated call center in Bangladesh will start working immediately.

Bangladesh call center companies are also playing a vital role to develop our image in foreign world.. Bangladesh call center companies are achieved attraction of foreign companies mind. Because, Bangladesh call center companies have lots of talent people. And the foreign companies are getting the services of our talents at a cheap rate.

Bangladesh call Center Company offers part-time jobs. So, we see here is lot of involvement of students. Its very effective to develop self-depended mind to students.

Conclusion

The Call Centre needs to be integrated into the agency’s overall marketing strategy to maximize its effectiveness. This will help to coordinate the various agency initiatives.

This coordination will ensure that the Call Centre is not faced with unexpected call volumes because it was unaware of a planned marketing event.

Unexpected call volumes that are not handled efficiently can lead to widespread customer dissatisfaction, destroying the success of the marketing system.
Achieving a successful call center operation takes more than just an operator at a desk with a telephone, and equally it takes more than just having the latest and greatest of technological advances in call management systems.

Today, most organizations want to use telephone based services to excel ahead of their competition.

As our clients and sister companies will deliver a level of service that surpasses their customers’ expectations.

A huge number of companies are already expanded in Bangladesh, Bangladesh call center companies are very essential to handle the situation of our country. Because they have to make contract with a lot of people in a day, its really impossible to take responsibility of communication with consumers by their own. That’s why; they have needed help from Bangladesh call center companies who can only provide this out of backup. So, here we find the applicability of Bangladesh call center companies in domestic sectors. To remove our unemployment problem Bangladesh call center companies are playing important role. It is another applicability of Bangladesh call center companies.

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