www.bayantel.com.ph

Region 8 as Prospect for Call Center

A Call Center is any place where:

      • Work revolves around talking on the phone for purposes of information dissemination, telemarketing, helpdesk.• Call volume is sufficiently high • Quality of service goals are sufficiently ambitious

What is a Call Center?

     A Call Center is required for the following:

• Need to reach a large number of customers for purposes of sale of product/services (Credit Cards, Club memberships, resort industry etc.)

• Need to service large base of customers without

needing to establish a physical contact. (customer care of banks, airlines)

Why a Call Center?

Call Center was first established in the late 60’s for a US Airlines by Rockwell (considered to be the father of Call Centers). The first Call Center was basically an EPABX with Automatic Call Distribution for agents sitting behind the PBX and attending the calls. As the demand for efficient customer service increased, various components were added as third party boxes like IVRS, Voice messaging, Conversation recording, to the PBX based Call center. To provide screen pop-up of the caller to the agent, the PBX was connected to the Application server (hosting the CRM) by a CT (computer telephony) server through a CT link. This resulted in a PBX based Call center to be more of a system integration job than originally envisaged. The reason was that PBX (till date) are proprietary systems.

 

Origin of Call Centers

The advancement of the PC technology, especially the improved efficiency, processing speed enabled the development and deployment of Server based Call Centers. The Server based call centers were single box solutions which hosted all the applications hitherto separate box solutions integrated with the PBX.

  As a result, the server based Call Centers were readily accepted by organizations looking for feature rich call centers.

  Today, the demand of Server based Call Centers has forced leading PBX companies to offer Server based Call Centers to their clients.

There are various applications of Call Centers:

Inbound•After Sales Support/ Product Enquiry/Complaint

Outbound•Tele Sales/ Survey

Blended•Intelligent Scheduler •Help Desk/ Information Service •Hospitality Applications •Insurance/Account Receivable •Market Research/ Subscription Renewals •Lead Generation, Telemarketing/ Follow-up

What are the applications of a Call Center?

The Philippine Call Center Advantage

Considered by most in the industry to be the premier location for outsourced contact center services, the Philippines offers unique advantages in the offshore call center market:

Why in the Philippines?

•The English proficient Philippine population (80 million+) enjoys a 95% literacy rate with a strong American orientation. Public schools teach English, many of the radio and TV stations deliver media exclusively in English and all leading newspapers publish in English. The dominance of English media sources ensures the highest level of accent neutrality and conversational proficiency for the Philippines among all the major offshore call center outsourcing countries.

Language

•The Philippines graduates over 70,000 engineers and 100,000 computer science majors annually, giving it the fastest growing pool of IT manpower among the call center outsourcing countries.

•The Philippines adopts US accounting and legal business practices, bolstering its position as a source for a quality workforce suited for complex customer interactions involving these fields.

•Expat-friendly lifestyle and culture ensures good availability of high quality middle management staff.

Human Resources

Typical Call Center

•The Philippines hosts a modern, reliable and cost effective telecommunications infrastructure. Its telecommunications industry was deregulated in 1997 and subsequent massive international investments have upgraded its telecoms infrastructure to world-class standards.

•Widespread deployment of submarine cable systems in South East Asia and advances in communications compression technology have now dramatically reduced the cost and increased the reliability of global telephony and data transmission services.

•Businesses in the Philippines enjoy access to state-of-the-art facilities at the most affordable rates in Asia.

•The Philippines is interconnected to 8 major international fibre optic submarine systems.

Telecom Infrastructure

The Philippine government promotes the call center outsourcing industry via liberal policies such as an 8-year grace period on taxes.

Legislative Framework

•Excellent English communication and good typing skills

•Bachelor’s Degree

•Customer service orientated

•Internet savvy

Who are qualified to work in a Call Center?

1. Location---is it accessible?2. Manpower---is there enough manpower there?English-speaking? 3. Salary--would they be compensated well there?4. Graveyard Shift--who's willing to go on night shift there?would it

be safe to travel at night considering there's no taxicab?5. Other establishments to support or say, enhance the business,

like coffee shop, restaurant (preferably near the area) pool house or the like, movie house & nightspot. I think this is essential so people have a place to unwind.

6. Is it safe for Foreign Clients?---considering that they've been hearing/seeing news about chaos here in our country.

7. Accommodation---is our hotel industry able to cater to their needs?

8. Food---is there a wide choice of food?

Factors to be considered

Statistics

No. of call centers: 30 call centers in the countryNo. of seats: 20,000The major players include: Etelecare International Inc., Infonxx, PeopleSupport, C3 Customer Contact Center Inc., Sykes Asia, Inc., Contact World, SVI Connect, Cquadrant and Immequire Philippines, Inc.

BayanTelInternational Network

International Network

Europe

Asia

Africa

Australia

NorthAmerica

TPC5

PACRIM WEST

GPT

TAT-12/13

SEA-ME-WE 3FLAG

APCN

APCN2CHINA-US

NorthAmerica

SouthAmerica

International Network

Operation of US POP through ABS-CBNI at SFO and LA Provision of facility management services for MCI international

frame relay node Internet access connecting to various IP networks in the US via

Teleglobe, MCI, UUNET, Hutchison Global Comm and Asia Netcom

Connectivity Partnership with Reach and HGC on Global ATM and MPLS Network

Ownership in the following international cable systems:

– APCN1 & 2– FLAG– PACRIM WEST– TPC5

– GPT– CHINA-US– TAT 12– SEA-ME-WE 3

Frame Relay

E1 (MSA32)-With CES features

BayanTelExisting

ATMNetwork

Leased Line

IMA

Passport7480

Hong Kong

Los Angeles,CA, USA

Japan

JGSummit

EAC

PLDT POI

ExcellSwitch

E1 (MSA32)-Multiservice

Roosevelt

PLDT BAT

CVT

EACHGC Japan

HGC

EAC

PC1

APCN2

JPN-USWCOM

Passport 7480

Passport 7480

STM-1DS3

Router

InternetGateway

MDO

PDO

QDO

Other PPNode

Leased LineFrame Relay

E1 (MSA32)-Multiservice

VoiceE1 (MSA32) -CES features

E1 (MSA32)-Multiservice

VoiceE1 (MSA32) -CES features

Leased LineFrame Relay

Global Transport Network

BayanTelNetwork Management Center

Network Management Center

Manned 24 X 7 by team of skilled & competent engineers with Nortel, Lucent, Fujitsu, GDC, Newbridge, Conklin and Cisco Certification

Single Point of Contact for After Sales Support

Manage Fault and Traffic Management for voice switches, transmission, ATM core, IP core and access networks

Perform Network Trouble Ticketing and Dispatch

Performance Management/Reports

Thank You