project report on call centre

Call Centre Project Report Confidential Page 14/11/2023

1.1. Introduction

1.1.1. A definition – Centralized office used for the purpose of receiving and transmitting

a large volume of requests by telephone.

1.1.2. Facts

A call centre is operated by a company to administer incoming product support or

information inquiries from consumers

A call centre is often operated through an extensive open workspace for call

centre agents, with work stations that include a computer for each agent, a

telephone set/headset connected to a telecom switch, and one or more supervisor

stations.

1.2. Scope

Call Centre/BPO would be offering the following services:

1. Inbound Services

2. Outbound Services

3. Web based Services

4. Data capture

5. Data encoding

1.3. Varieties of Call Centers

Some variations of call centre models are listed below:

Contact centre – Supports interaction with customers over a variety of media,

including but not necessarily limited to telephony, e-mail and internet chat.

Inbound call centre - Exclusively or predominately handles inbound calls (calls

initiated by the customer). Inbound calls are calls that are made by the consumer

to obtain information, report a malfunction, or ask for help

Outbound call centre - One in which call centre agents make outbound calls to

customers or sales leads. For outbound calls, the call centre agents place calls to

potential customers mostly with intentions of selling or service to the individual

Submitted : Orion Promoters & Marketers, Jaipur

http://en.wikipedia.org/wiki/Company

http://en.wikipedia.org/wiki/Chat

http://en.wikipedia.org/wiki/E-mail

http://en.wikipedia.org/wiki/Telephony

http://en.wikipedia.org/wiki/Telecom_switch

http://en.wikipedia.org/wiki/Headphones

http://en.wikipedia.org/wiki/Telephone

http://en.wikipedia.org/wiki/Customer_representative

http://en.wikipedia.org/wiki/Customer_representative


Blended call centre - Combining automatic call distribution for incoming calls

with predictive dialling for outbound calls, it makes more efficient use of agent

time as each type of agent (inbound or outbound) can handle the overflow of the

other.

1.4. Service Map of Major Operations in proposed Call centre

1.4.1. Inbound

The Inbound Services include:

• Web Management

• Technical Support

• Catalogue and Order Fulfillment.

• Customer Service.

• Help Desk

1.4.2. Outbound Services

The Outbound Services include:

• Telephone and Web based business development.

• Telemarketing and Product Promotion.

• Lead Generation/Qualification/Management.

• Campaign Management.

1.4.3. Web based Services - It offers services like Full text Data Entry and Form Based

Data Entry.

Full Text Data Entry:

• Data entry of text, numeric or mixed data.

• Data entry from images, from paper and from handwritten forms.

• Scanning and OCR cleanup.

• Proof Reading.

• Data base Indexing Services

1.5. Organization Structure

On the basis of organizational standard format call centre can have two department units

working under the Call Centre Manager.



Administrative Staff is composed of Facility In charge, HR Manager and Accounts

Officer.

Call centre Agents staff are often organized into a multi-tier support system for a more

efficient handling of calls. The first tier in such a model consists of operators, who direct

inquiries to the appropriate department and provide general directory information. If a

caller requires more assistance, the call is forwarded to the second tier, where most

issues can be resolved. In some cases, there may be three or more tiers of support staff.

If a caller requires more assistance, the caller is forwarded to the third tier of support;

typically the third tier of support is formed by product engineers/developers or highly

skilled technical support staff of the product.



1.6. Market Analysis

1.6.1. Global

According to Evaluation survey, the revenue of global low-end outsourcing (BPO)

services in Financial Year 2005 was USD 7.7 billion. This market is expected to grow to

USD 39.8 billion in Financial Year 2012. This implies a compounded annual growth rate

(CAGR) of 26.5% for the sector.

1.6.2. India

According to Evaluation survey the Indian BPO sector will increase its share in the global

KPO sector to 45% by 2012, compared to 36% share in 2005. The Indian BPO market,

with revenue of 2.78 billion in 2005, is expected to grow at a CAGR of 30.6% upto 2012.

The contribution of the BPO sector to the Indian services sector was 0.91% in 2005 and it

is expected that by 2012, the contribution will be more than double and reach 2.67% to

add to the overall services sector. Share of the Indian BPO sector int eh global BPO

industry will increase from 36% in 2005 to 45% in 2012.



1.7. Monthly Expense Calculation

For a 50 user defined call centre working on 24x7 basis (3 shifts of 8 Hrs each)

1.7.1. Manpower Expenses

Staff Number Approx Salary (Rs.)

( Monthly)

Centre Manager 1 ( Single Shift) 40,000 ( 1 x 40k )

HR Manager 1 ( Single Shift) 25,000 ( 1x 25k )

Accounts Officer 1 ( Single Shift) 20,000 ( 1 x 20k )

Facility In charge 2 ( Two Shifts each10 Hour) 50,000 ( 2 x 25k)

Hardware & Networking

Engineers

6 ( two in each shift) 60,000 ( 6 x 10k)

Housekeeping 6 ( two in each shift) 25,000 (6 x 4k )

Security Guards 3 ( One in each shift) 20,000 ( 3 x 6k )

Call centre Agents ( Team

Leaders)

9 (Three in each Shift) 1, 80, 000( 9 x 20k )

Call Centre Agents 150 ( Fifty in each shift) 22,50,000 ( 150 x 15k )

TOTAL 26,70,000

Approx 27 Lac per month.

3 Crore 24 Lac per annum

1.7.2. Centre Execution Expenses

Expense Head Average Monthly Costing ( Rs.)

Centre Rent 1,00,000

Electricity Bills 1,00,000

Generator Expenses 25,000

Tea Coffee 20,000

AMC – UPS / DG / AC 50,000



House Keeping Products 20,000

TOTAL 3,15,000

Approx 3 Lac per Month

36 Lac Per Annum

1.7.3. Miscellaneous Expenses

Expense Head Average Monthly Costing ( Rs.)

Petty Cash 10,000

Other Maintenance Expenses 10,000

TOTAL 20,000

Approx 20 Thousand Per Month

2 Lac 40 Thousand per Annum

1.7.4. Grand Total of Expenses Made

Expense Title Monthly Expense ( Rs.) Annual Expense (Rs.)

Manpower Expenses 27,00,000 3,24,00,000

Centre Execution Expenses 3,00,000 36,00,000

Miscellaneous Expenses 20,000 2,40,000

GRAND TOTAL 3,62,40,000

THREE CRORE SIXTY TWO LAC FOURTY THOUSAND PER ANNUM



1.8. Swot Analysis of Indian Call Centre Industry

STRENGTHS

English speaking labor pool

Strong IT background

Superior service maturity

Strong governmental support

Cost competitiveness

Indian domestic market

growth

Positing geographic

WEAKNESS

Small players

High attrition

Infrastructure

Bureaucracy

OPPORTUNITIES

Move up the value chain

Unexplored markets

Greater share of market

THREATS

Emerging low cost nations

Rising cost

Backlash in US and Europe

Technology

Indian educational policy


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project report on call centre