Slide 1 - Telemarketing and training in Asia and Malaysia by

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Telemarketing Services

Outsourced Call Centre Services

Please click on one of the following:

Outbound call services outsourcing

Inbound Call Services outsourcing

This presentation contains 18 informative slides

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Outbound Call Centre Outsourcing

Execution of outbound calls with recruitment, training, monitoring and management of Telemarketing Agents

Outbound campaigns that require less than 5 agents are accepted

Daily report includes:

Daily call status and objective report

Weekly, monthly and completed project reporting in a format agreed upon or provided by the client.

Please continue to read the rest of the slides for campaign setup details

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Call Centre Outsourcing:

Company Objectives:• Major company objective is to Cut Cost in terms of:

• Staff Training• Space Usage• Equipment used• Software

• Improve Efficiency• Improve Service level• Focus on Core Business

Benefits of call centre outsourcing:• Leveraged infrastructure of Call Centre company to reduce your operating costs. • Re-focus of your resources on business critical issues. • Increased end user satisfaction with a dedicated Help Desk environment. • Scalable environment to handle the peaks and valleys of call volume. • Valuable and expensive office space gained back for other uses.

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Things to consider:•A transition plan to ensure minimal interruption of services to your users. •Performance metrics (Call Centre KPI) to gauge the effectiveness of the Help Desk. •Call flows, problem handling, and escalation procedures. •Career opportunities for your existing Help Desk staff, if interested. •Technology options to enhance the end user experience.

Please note:

This document assumes the use of 20 agent seats. Actual number of agent seats required shall be discussed with the client during a needs exploration meeting. The fictitious numbers in this proposal have been designed to explain what it takes to set up a new call centre operation and to put it all in perspective. Outbound campaigns that require less than 5 agents are accepted.

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Call Centre SetupAssumes that the centre to be set up must accommodate an initial campaign of:•20 agent seats running •24 hours •3 shifts.

Therefore, the need for approximately:•70 call agents to be divided into 3 shifts•6 team leaders to be divided into 3 shifts•1 Call Centre Manager•9 quality assurance executives – 3 per shift •1 IT manager•3 IT executive -1 per shift •1 internal trainer

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Call centre SetupSuccessful call centre setup requires us to focus on the following key elements:•People•Technology•Process•Infrastructure

This proposal highlights requirement details for the setupthe client’s Complaint Management Hotline with direct focus on People and Technology.

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PeopleSteps in order to set up a quality call centre team:• Job description and selection criteria at each level• Recruitment advertising• Interviewing and Shortlisting• Hiring• Training (Classroom and live)

Development of SOP manual Development of agent and management manual Staff Orientation process System training – provided by software entity Process training Product or client culture training – by client Telephone etiquette Telephone techniques Tele-service skills Telephone communication

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Language Options:

We will provide staff with the following language proficiency:• English Speaking staff• Malay Speaking staff• Chinese speaking staff• Indian speaking staffAll should be proficient in Malay language.

People

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The initial campaign shall cater to the Client Complaint Management Hotline for 20 agent seats. However, technology setup details must address expansion capabilities of up to 100 seats in order to accommodate additional client needs.

Therefore, the following list of hardware is required:20 - Agent computers 2 - Team leader computers 1 - Manager computer 3 - Quality assurance computers1 - Internal trainer computer 1 – CEO computer35 – Telephone sets25 – Agent headsets

Technology

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1 - Server 1 - Back up server 1 - Surveillance camera system1 - Proximity card system1 – Call logging / recording system including hardware and software for call monitoring and QA capability1 – PABX with minimum of 20 connected lines and maximum of 100 lines capability1 – Fax server – in case the client wishes to offer a fax hotline 1 – back up power generator3 – 24 port switches1- Firewall protection 2 – routersAdditional hardware requirements shall be discussed at a later stage if deemed necessary

Technology

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Help Desk Software – For inbound campaigns only• Computer Interface to PABX ( Reading and Writing)• Computer – PABX Appplication• User ID Application• User ID Database Interface• Call Centre KPI Module• Call Centre Reporting Module• Call Centre Script• Complaint Management System• Corrective Maintenance System• Client Server Application• Web Server Applications• Interface Applications to HP / Fax / E-mail

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Help Desk Software Features – Inbound campaigns only

Complainant:• Know complainant ID using telephone no. and contact database• Know language option from database• Know the previous complaints from complainant• Know the status of work on complains from database

Manage the Complaint:• Use the same system to manage complaints• From complaint receive – verify – assign staff – update status – - time – cost - completion.• Staff database, Contact database• Same database for all concern.

For Call Centre KPI:• Unanswered Call statistics• Late answer Calls statistics• Number of Calls Statistics

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Our technology consultant must meet with the client, in order to understand the actual system capacity and capability requirements.

Subsequently, a formal Bill of Material consisting of itemised hardware list and the related prices of individual items shall be developed.

The same is true for consultancy fees on the people aspect of the setup process and monthly management fees to be charged.

Pricing

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Technology:• Software

• Help Desk Software• PABX Interface Module• Complaint Management System• Corrective Management System

•Hardware • PABX• Interface Server , Database Server / Application Server• Help Desk Computers

Pricing

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Consultancy• Consultancy Services

Manpower• Help Desk Telephonist• Help Desk Supervisor • QA Executive• Help Desk Manager• IT executive

Help Desk Office• Office Space and Facilities

Pricing

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CEO – Help Desk Outsourcing

Shahrukh Moghal has over 18 years of experience in Sales, Customer Service and Telemarketing for various products and services.

He majored in Communication at Knox College, Galesburg, Illinois, USA.

The experiences that he has injected into contact center consultancy date back to 1990 when he began his career as a call center agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills along with setting up client call centres. This experience as a practitioner has been instrumental in the development of his understanding of agent and team leader psychology, what drives each position and how skills are developed in each area. His experiences range from managing call centres in companies that specialize in selling tangible products such as state of the art telephone equipment to services such as vacation packages, consulting projects and training seminars. Currently, he helps organizations develop Telemarketing and Customer Service Call Centres. Outside of Human Resource Development, he has been a professional Photographer and Copy writer - a skill, which helps him in Telesales Script and Sales flow Guide Development. Serviced client organizations in Malaysia and Singapore include but are not limited to the following call centres and sales and service departments

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Banking and FinanceHSBC Bank Malaysia Berhad Hong Leong Finance Berhad – CCHong Leong Bank Berhad – CCHong Leong Credit Card Retention Sales Unit - CCThe Bank of Nova Scotia Berhad Bumiputra Commerce Bank Berhad - CCRHB Bank Call Center - CCEon Bank Group - CCMaybank Group Contact Centre - CCOCBC Bank Berhad Bank Rakyat - CCBank IslamBank Muamalat

InsuranceHong Leong Assurance Berhad - CCMalaysia National Insurance MNI Oneline Call Center - CCArab Malaysian Assurance Berhad ING Insurance Berhad

Hospitality, Vacation, LeisureNikko HotelMalaysia HotelLegend Worldwide Holidays Country Heights Vacation Club

AutomobileUMW ToyotaHonda Malaysia Sdn. Bhd - CC

Experience List (CC: Call Centre)

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Media and printTelekom Publications Sdn. Bhd - CCNew Straits Times Press Malaysia Berhad - CCUtusan Melayu - CCMedia Prima Berhad – TV3, NSTP, FLY FM - CC

GovernmentLembaga Hasil Dalam Negeri - CCJabatan Kesihatan Wilayah

Media and printTelekom Publications Sdn. Bhd - CCNew Straits Times Press Malaysia Berhad - CCUtusan Melayu - CCMedia Prima Berhad – TV3, NSTP, FLY FM - CC

Experience List (CC: Call Centre)

General categoriesMQ Sporttec (M) Sdn. Bhd. - CCBoustead Development Malaysian Oxygen Berhad - CCMalaysia Airlines Golden Boutiques IBI Holdings Berhad - CCITI Otago Polytechnic Institute New Zealand Knowledge Group of Companies - CCElken Sdn Bhd - CCBritish American Tobacco Alterni (M) Sdn. Bhd. - CCZuellig Pharma Call Center - CCVsource (Malaysia) Sdn. Bhd. KnowledgeCom Management PLUS – Project Lebuhraya Utara SelatanIBM MalaysiaCanon Marketing Sdn. Bhd.CTOS Credit ReportingCognis Oleo ChemicalsPil LogisticsUMW HoldingsBoustead Curve DevelopmentEDS MSC (Malaysia) Sdn. Bhd – Global CCCSA CSC Global IT Helpdesk - CC

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Slide 1 - Telemarketing and training in Asia and Malaysia by