Customer care has been creating a great market for short-term job. This centers are served by the students. Following are the information that a person need to start a call center in Bangladesh.
1. Licensing: In case of in house call center license is not needed but for outsourcing business an entrepreneur needs to collect license from Bangladesh Telecommunication Regulatory Commission (BTRC). Below is the link of the application form of registration for operation of BPO /Call center.
Anyone could get the license at a cost of TK 5,000 (excluding vat) for five years. The amount is same for both local and international call center.
Following documents are to be duly certified and to be attached with the application form:
2. Association Registration: If your call center become a member of an association like BACCO your call center will be benefited in many ways. BACCO stands for Bangladesh Association of Call Center Outsourcing. It represents the BPO and call center industry of Bangladesh. The benefits of becoming a member of BACCO are:
For more information, suggestions and comments please contact: Mr. Salim Sarker of BACCO secretariat, e-mail: firstname.lastname@example.org
Membership Enrolment Process
To enroll as a Member (General or Associate) of BACCO, please follow the following process:
Members of the association will be awarded with one year valid “Membership Certificate” after clearing the annual fees. The certificate will be renewed in each year by paying the annual fees.
3.Office Location: If you are looking for an office at cheap rent for both in house and outsourcing call center Uttara or Khilkhet can be a good option in Dhaka. SuperTel, Genex, Digicon these are the few well known call centers located in Khilkhet.There are many private universities located in Uttara such as: Uttara University, Asian University of Bangladesh, Shanto-Mariam University etc. so enough manpower is also available in Uttara. Office rent in places like Gulshan and Banani are very high, so small size call centers having 8-10 agents can not survive in this places.
4. Office decoration: Office decoration is very important in order to motivate agents. AC is must in a call center because agents need a noise free atmosphere to communicate with the customers. You can install carpets on the floor to give your office a corporate look. Many call centers attach mirrors with the walls of call center agents room. Quebec desk can be added for the call center agents.
5. Hardware & Internet connection: You need computers, headphones, CCTV cameras, a big screen or monitor to see the dashboard, server and dedicated internet connection to run a call center. Server of different brands are available in the market. Such as: HP, Dell, Asus, Acer, Huawei.
6. Short Code: A short code is a special 5 digit telephone number that’s shorter than a full phone number. The inter network services given using short code are categorized as follows:
a) Commercial Services
b) Non- Commercial Service
In non-commercial service, short code will be used for giving utility/information service on public interest by the government entities and subscribers/users pay existing normal call/SMS charges.
If the call/SMS charge for any service provided by government entities is more than normal charge then it would be considered as commercial service.
All other services extended by any other entities/organizations would be considered as commercial service. For commercial use of short codes, allocation and yearly fee has to be paid. Both of the cases, normal interconnection charge will apply between the operators.
Terms and conditions:
Type of Service: General information, Banking information, Customer care service, Help line, News e-Business, and other similar services extended by private entities/telecom operators/govt. organizations etc
Type of Service: Utility service, information service, transport, e-Health, e-Education, e-Governess and similar service extended by govt. /private entities.
The provision(s) of relevant guideline, regulations, Act etc. will also be applicable
Below is the link of application form:
7. Call center software: You need a software to run your call center. Below are some examples of some popular call center software of Bangladesh.
Avaya: Avaya Contact Center software provides a comprehensive range of advanced features as standard, whether it’s through automation, call routing, or performance management. It doesn’t just work with voice calls, but can intelligently manage and route communications through website sales chats, instant messengers, email, SMS texts, voicemail, fax, scanned documents, video, and even company social media accounts.
Cisco: Call center software from Cisco allows you to manage customer interactions based on almost any contact attribute. Call center software from Cisco offers a combination of multichannel contact management, intelligent routing, and network-to-desktop computer telephony integration (CTI) capabilities to improve management throughout the call center. With the Cisco Unified Intelligent Contact Management Enterprise, you'll have a scalable solution that enables dynamic customer interactions.
Drishti: Drishti provides Contact Center Software & Enterprise Communications Solutions. The Company creates innovative Communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Drishti’s customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.
gPlex: gPlex call center solution is specifically designed to provide call center owners with the most reliable service, technology and support to run a highly successful business. It is an innovative design offering state-of-the-art messaging and voice processing technologies, true open architecture, advanced digital switching technology and complete statistics with Low cost.
iContact: : iContact can successfully develop any challenging and innovating web based software application to fulfill any type of business needs. . If you already have a functional application, needing some integration or customization for enhancing its functionality or integration with new technology, iContact can also fulfil that requirement. Its open standard-based platform has integrated application development and management components that significantly reduces time, cost and complexity of deploying voice and IP communications solutions. iHelpBD combines the industry’s most complete support for IP communication, including telephony, video conferencing, SMS, and email with comprehensive support for traditional voice communications.
7 things you should check before buying a call center software
The type of a call center software
There are basically two types of call center software available in the market. They can vary considerably based on factors such as cost, user-friendliness, reliability, and data security
Next on the list are Features
Once you have made up your mind about the type of the call center software, you should now look for the call center features that you need. Below listed are some of the common features
Unlimited Concurrent Calls
Interactive Voice Response
Automatic Call Distribution
A call center software that integrates seamlessly with your current helpdesk, CRM, marketing tools, chat, social media platforms, e-commerce on a single click which give a 360-degree transformation to your team’s efficiency and productivity.
If you want to make the most out of your band for the buck, go with a solution with automated tasks. Call center software when accompanied by business tools integrations and automated task features will computerize a lot of repetitive task for your team.
Let us help you get a real picture with the help of a few examples:
No business is static. Sometimes there are ebbs sometimes flows. Make sure whichever software you are choosing a scale as your business expands. This will allow you to quickly add agents, adjust according to the fluctuating call volume and enables you to add and remove features as per your changing needs.
The Deployment Time
Some Call centers are easy to use but no less than a nightmare to deploy. Before making the final call check how much time will be consumed to roll out the solution. If the answer is “ a few minutes” for smaller teams and “ a few hours” for larger teams than its a green flag and if not then a red flag. Time is money – every extra day that is consumed while implementing the solution can cost you money, confusion and above everything customers. Therefore it is advisable to go with a solution that can be rolled out in a few minutes.
Majority of vendors provide PDF ’s, videos and knowledge base to help your team to make the most of the software. A few of them even offers to train your agents on-site. Make sure you have all the resources available with you even if you don’t need them now. If something comes up this can save you a lot of headache down the road.
finally here comes the most important thing. A lot of companies thinks it is better to pay a bit more for a call center software that is optimal. If you are budget sensitive, just do a quick math and determine how much it will cost to lose a customer just because your phone was down or because they were a breakdown which is taking too long to get fixed. Not price sensitive anymore I suppose..!!
There are a few things that should be kept in mind while exploring pricing. Without hesitating a bit bluntly ask about the implementation fees, training costs, price per agent, per minute, per phone number and price to use other advanced feature. Make sure that they are billing is transparent and you can easily view it as and when required and the support team is reachable easily whenever any billing issues come up8. Agents: Your call center agents will represent your company to the customers. So you need to recruit qualified agents for your call center. In Bangladesh many university students are working as both part time and full time call center agents. Call center agents works both in day and night shifts. Agents need to have the following qualifications to work in a call center:
9. Supervisor: Supervisor is responsible for managing the call center agents. Major responsibilities of a call center supervisor are:
10. Other Staff: For back office you need staff in the accounts, HR and marketing department. HR department will be responsible for hiring qualified employees, marketing department will promote your call center also you nees office executives to run your call center smoothly.