CALL CENTER

In spite of call center concept is new in Bangladesh but it is well known internationally.
Call center business of Bangladesh taking place in business industry by few times.
Bangladesh telecommunication regulatory control (BTRC) approved call center
business in order to earn billion dollars. Though, many license holders didn’t know
what is the call center business? How does implement it? How does call center work?
Consequently, many call centers have shut down. Few were shut down due to bring off
customer. To know the future and past of call center in Bangladesh firstly we know
what is call center and its types.

What is call center?

In short call center is a centralized office, where customers can get their desire service.
Therefore, where customers can get service 24 hours or 365 days through internet, this
center known as Call Center. And who serve this services are known as call center
Agent. Call center services are completed by computer automation software. At the
same time particular agent perform call center services to many customers. Sometimes
agents of call center give information and solve problem by themselves or transfer call
to specialist. So, call center is a service center. And call center merely needed for them
whom give service offer post selling.

Types of call center

Generally, there are two types of call center. One is Inbound and another is Outbound.
Inbound call center represent where customer call for their desire information and talk
with agent of call center. And out bounding represent various company advertise their
products, service and value through call center agent to their client or non-client. So we
can say Outbound is a telemarketing. Besides this, other types of call center is data
entry. This call center work for data to remain it on specific location. All services from
call center were performing through Phone, Skype, different types of messenger, email,
catalogue etc. So, call center work is to give customer support telemarketing and
various companies’ services, offer, known information to client etc.

Markets of call center

Though call center concept is new in Bangladesh but it is quite familiar business in
world market. So, much company research on international market of call center.
Gartner is the same type of Research Company. According to Gartner, in 2007 call center
outsourcing business was $160 billion. This will be $325 after end of 2011. So, its yearly
cumulative frequency is 10.3%. But, who are involved in international call center
business, they assume this call center business will be over $600 billion. Besides this,
according to IDC research center, South Asian call center business will deprive from

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$1.2 billion to $4 billion in next 4 years. At present India, USA, Singapore are
respectively took place 1st, 2nd and 3rd in call center business. The best opportunity of
India is every year 20 lakh students learn English language which is the potential
resource for call center.

But the problem of this aspect is gradually labor price rising. In 2001 an agent of call
center salary was approximately 5000/- rupee. In 2004 it raised 8000 rupee to 10000
rupee. At now salary of an agent is 15000 to 20000 rupee. Moreover, foreign companies
have to give more money because of they pay dollar against rupee as it is an
international call center.

Needs for a call center

Firstly, an investor has to make a strategic plan to initiate a call center business. Where
call service plan will remain. After, you should take license from govt. to run business.
Also need uninterrupted electricity connection. After need telecommunication system
because call center services perform by telephone and internet system. Also need well
hardware and software as well as efficient human resource. After all who become
agents he needs sound knowledge on English language. Also need efficient engineer,
human resource manager, processing manager because, this is not possible to run call
center without efficient human resources. Finally, call center need more conducive
working environment.

Possibility of call center in Bangladesh

In spite of call center concept is not old in Bangladesh. But here call center business
have many opportunity. Because, Bangladesh labor cost is affordable from other
countries. Besides this, it is easy to import necessary equipment and it is also
reasonable. Consequently, Bangladesh retrieves to do call center business. But many
businessmen are frightened to invest in call center. In spite of govt. ready to support call
center business holders. If call center business may run properly it will possible to earn
$5 billion in 2014.

Call center & BTRC

Bangladesh telecommunication regulatory control commission is an autonomous
regulatory commission. Which reform under The Telecommunication Law 2001.
According to this law govt. distributed call center license in 2008. License fee was Tk.
5000 and its validity was five years. There were no charge on renew.

BTRC had proposed three types of license. First was Basic call center. Under this license
investors have to setup all equipment like Server, Network, and Software etc. These
systems will be maintained by investor. Second was Hosted call center. Under this
license investor can run business without network setup, server and software. Some of

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companies have permitted to give their setup to others company as rent and last one is
Hosted call center service. Under this license some companies got permission as a
service provider. As a result, service Provider Company will setup computer system on
them and they will give this resource to small company. On ward 426 company took
license with understanding or not. Among them 337 company has shut. 48 companies
surrendered their license. 285 licenses go on cancelling. And 4 licenses were cancelled.
At now 61 international call centers are working with 843 sit and 9 domestic call
centers are working. There three thousand full time workers and three thousand part
time workers are working now.

Call center software

The magnitude thing of a call center is modern software. A call center can give standard
service through this software. The mentionable software of call center which are
available used in our Bangladeshi call center is “Call Center Solutions Synthesis”. This
software characteristic is 40 types PABX platform, CTI interface, complex agent
application, agent performance tools, various types of desktop application, inbound
email processing tools with highly capable dialer. Beside this, Vesta Pallas 2.6 Service
Pack2 software which has IP facility taking system. By this software 2 to 12 call can
receive. Syntellent CT connect 7.5 is another software. By this software high efficient
service possible to give.

Call Center Hardware

To build a call center it needs various types of hardware like desktop computer, dialer,
server, headphone etc.

Ability to work in call center

Significant number of call center in Bangladesh Outband service with international way
except telecommunication companies call center. So, who have intended to come in this
job he should come with efficiently. In our country who work in call center most of them
are student of private university. They are about efficient in English and they learnt it
from different way. The most important element of call center is adequate knowledge
on English. Besides this, to serve client need nice mode of expression, with nice vocal,
intelligent, have knowledge about IT and need hard working ability to serve client well.

Reasons of call center shut

Despite of call center concept is new in Bangladesh but most of call centers have shut
who got license in 2008. Some radical reasons are who got call center license they had
not sufficient knowledge about call center. They had no strategic plan and had no
appropriate investment ability. Beside this, lake of international recognition as

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outsourcing destination, standard level of call center agent, uninterrupted bandwidth
and power shortage, inadequate client, much expenditure than income etc.

Inherent problems of call center

In our country the big problem is security. Generally in our country Outbanding
program begin at night. Because particular time difference with foreign countries. So,
this is the barriers for women to work at night. Because they have problem in night
communication again it is not acceptable in our society that women’s work at night.
Besides this, environment of office, lake of vehicles facility, others facility, co-worker
behavior, companies rules and regulation, unrest political movement etc. are also
important barriers of call center.

But, it true, every problem have solution. And solving ability is a main expertness and
challenges to survive in competition.

Present Call center condition in Bangladesh

The present condition of call center of Bangladesh is not good because it is assumed that
call center job is part time job so call center industry slumped in last two years.
Bangladesh telecommunication regulatory commission (BTRC) urges five proposals to
JS group. There five proposals are uninterrupted power supply for call center, Give
dedicated subsidized broadband connection and govt. subsidized 60% on connection
charge and give more, Govt. hast to arrange training center and has to make alternative
submarine cable. Beside this, to survive this industry govt. needs build a Call Center
Village soon. Finally in order to build digital Bangladesh prime minister alleged she
would free VOIP system for all and hope it will implement soon. If VOIP free for all uses
of information technology, information technology business will raise more and it will
help to improve economic condition of our country.

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