INTRODUCTION

Business process outsourcing ( BPO ) is the business practice of using expert people or companies outside the main business area. BPO is when large companies use call centres situated at any part of the world for providing the enquires for the company. There are number of BPO applications within many companies. It handles information technology, accounts and payroll.

Company can use BPO because of cost considerations or if they do not have the experts to deal in certain areas. India is the best example to many call centres for business around the world . by India companies can generate large profits. BPO has become more a SMB fashion in US and UK.


Kind of BPO you can have ?


The use of call centre is attached by the companies to customer care, telemarketing for product, Tele-banking, Direct marketing. Telephone banking has led to call centres growth in the financial services sector, growth of direct marketing has also added to the popularity of call centres as a means to reach targeted customer basis.

A call centre with good data capture abilities represents a credible market place system. A call centre is seen as a guide to the marketplace and a guide to the client organization allowing call centre operation which could represent business opportunities in future.

Work of all centre for an Organization

• It gives large customer base to do business with
• It allows customers easy access to experts
• It promotes business round the clock and in any part of the world
• It provides economical means of reaching customer group diversely
  
  Setting up a call centre
  
  Setting up of a call centre needs sufficient integration and management of telecom and it infrastructure. The main feature constituting a call centre are telecommunication link ( IPLC, E-Link ) call centre infrastructure ( hardware in the form of LAN, headsets, Agents PCs) and requisite software (CRM)
  
  
  Decision criteria : Some criterias to consider for your environment are mentioned below:
  
  1. Operations : what operational environment you want to use for call support and hours of coverage are required
  2. Technology : What infrastructure is required to meet the business goal ? solutions like CRM, CTI the web integration may be part of
  3. Resource : Call centre staff and management technology, HR grow.
  4. Cost : consider the cost of technology resources and ongoing maintenance and support
  5. Core Competencies : Consider technology implementation, integration, development and management.
  
  The infrastructure required for a call centre
  
  • VOIP Router
  • Required Bandwidth
  • Sufficient number of work stations
  • Predictive dialing
  • Multilayer reporting tool
  
  The software need to meet the above stated requirement
  
  
  • Capability of an agent to call clients from a data base through a web-client.
  • Setup a auto dial and send live calls to available agents
  • Display a script for the agent to read with fields like name, address etc filled in
  • Dial on a single campaign through multiples servers or multiple campaigns on a single server
  • Ability to transfer calls with customer data to a closer on the local system or a remote server
  • To open a custom web page with user data from the call per campaign
  • Ability to send a dropped call to a Voice-Mail box per campaign if no agent is available.
  • To set Outbound caller ID per campaign
  • Able to start and stop recording an agents calls at any time.
  • Automatically record all calls
  • Able to call up to two other customer numbers for the same lead
  • Faster dispositioning of calls with agent key finding ( Hot Keys)
  • To use custom data base queries in campaign dialing
  • Recycling of busy calls at a interval without resetting a list
  • dialing with answering machine detection also playing a message for AM calls
  • Several Real-Time and summary reports available
  • Real-Time campaign display screens
  • Third Party conferencing
  • Third Party blind call transfer
  • Third Party conferencing with agents drop off
  • Ability for Managers to listen-in on agent conversation
  • Web-based administration
  
  Required components :
  
  • Server with Zap(T1/E1/PSTN), IAX or SIP trunks
  • SIP/IAX/Zap phones(hard or soft single-line or multiple)
  • Client Computer with Firefox or other compatible web browser installed
  • Server with proper software installed
  • astGUIclient ( Asterisk based) must be installed with the Central Queue System(CQS) running
  
  Approach :
  
  This system is dependant on a MySQL server acting as the storage place of all data and settings for the system. This was done so that it would be very scalable and flexible. This application draws on a lot of the core scripting inside of the astGUIclient suite of applications and was built with flexibility in mind. We have used Our Predictive Dialer for over two years now on up to 50 seats at once across 2 separate servers all using the same MySQL server and dialing on the same campaign.