Running Head: CALL CENTRE

Business Overview of Call center Call Center

[Name of the Writer]

[Name of Institute]

[Date]
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Table of Contents
Introduction......................................................................................................................................3

Objectives and Priorities of Call Center..........................................................................................4

Strategic Planning............................................................................................................................4

Construction of the Call center....................................................................................................5

Roles and Responsibilities...............................................................................................................6

Operation’s Management.............................................................................................................6

Project Management Team..........................................................................................................7

Cost Benefits and Risk Analysis......................................................................................................7

Consideration for Co-operative Venture.........................................................................................8

Performance Indicators..................................................................................................................22

1 .Relationship Between Customers and Enterprises................................................................22

2. The Auxiliary Tools of the Operation...................................................................................23

3.  Forming Core Competitiveness............................................................................................24

Conclusion.....................................................................................................................................25

References......................................................................................................................................26
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Business Overview of Call center Call Center

Introduction

. For several years has taken great importance in the development of business

management the work of Call center, which are centers of issuing and receiving calls to perform

tasks such as customer service, telesales, telemarketing (Rosen, 2017) and collections, among

others .Despite its current importance, the concept of Call center has been used in Colombia for

more than 20 years to support the in house work of companies (Bondarenko, et al., 2017), but it

is particularly new if it is observed as an outsourcing business. At present, according to data from

Publican SA, in Colombia there are about 3,500 outsourcing jobs, which in turn can account for

25 percent of the total number of existing jobs, including in house jobs (which can be performed

in companies) (Casey, 2018). Due to the advancement of technology, the concept of Call center

has evolved to take the name of Contact Center due to the diversification of the means of

interaction that include telephone, fax, internet, e-mail and even video.

This is how for the Multinational company, the Call center Call Center is a business tool

that supports interactions and contacts in all stages of a company's relationship with its clients,

such as acquisition, growth, maintenance, desertion control and recovery (Nickols, 2016)

through multi-channel platforms (telephone, fax, internet).This business is based on the

optimization of human resources on a technological platform that allows the integration of voice

and data, (Wolf and Floyd, 2017) and for this the human resource becomes the main competitive

advantage of this business. To Publish SA "the Call center industry has great potential in

Colombia, which can become the main regional Call center in Latin America, such as Ireland for
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Europe and Australia for Southeast Asia. , Colombia could have around 40,000 jobs in the next 8

years(Haines, 2016), which would have the capacity to generate about 80,000 direct jobs.

Objectives and Priorities of Call Center

The benefits that a company has when contracting a Call center service consists of trained

human resources and the necessary technology that ensures levels of quality of service that a

company could not reach without working full time in this business. For example, a Call center

guarantees 98-15 service levels. That is, it answers 98 percent of incoming calls in less than three

rings - 15 seconds - at any time of the day and with the same efficiency and courtesy. For the

Telephone company, the benefits of a Call center are so diverse, which can range from

telemarketing management, answering claims calls, analyzing the effectiveness of a television

schedule, remembering payments, making reservations in airlines or even assigning medical

appointments of an Eps, among others. (Khan,2017)

According to the company Multienlace SA, outsourcing has the following economic

advantages:

 It does not compromise high levels of investments in activities other than the main business.

 Transforms fixed costs into variables in proportion to the use.

 Avoid compromising service improvement due to budget constraints.

 Decreases and controls the growth of the plants of charges.

Strategic Planning

 Regardless of the size of the enterprise or the size of the business volume of the

customer service work, the company will make great efforts in the three important steps of its
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strategic planning, construction and implementation, and post-operation. However, some

enterprises that have implemented Call center, if they fail to determine strategic planning in the

early stage and solve the corresponding strategic planning problems, they will turn over and re-

determine these problems (David, 2016). Because these problems should be noticed and resolved

in the strategic planning stage. Obviously, companies that are in the strategic planning stage of

Call center construction will have an advantage in this regard. This is because strategic planning

is an important stage in the construction of enterprise Call center.

The role of this stage is to comprehensively assess the internal resources and status of the

enterprise, and forecast the business development of future enterprises, while gaining insight into

the application of competitors' call center.  Regardless of the extent to which the project team to

which the company belongs has reached the implementation of its Call center, each relevant

person should clearly understand the strategic planning issues involved in implementing the Call

center project. In a Call center construction project, attention to the strategic planning issues

involved will help the project avoid many operational and technical issues later (Rowan and

Rowan, 2000). These possible problems will be described in detail in other sections of this topic.

Construction of the Call center

When companies push forward the implementation of their Call center construction

projects, the first step should be to invest the right time and, in the case of maturity, to build an

efficient project planning team. From the experience of project implementation in this field over

the years, at least two teams have to be established to ensure the implementation of larger call

center construction projects, which are the project steering committee and the project

implementation team (Krah, 2008). The construction of the Call center project will promote the
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transformation of the company from "product-centric" to "customer-centric". This change is not

only reflected in the business process of communicating with customers outside the company,

but also in all employees within the company. Especially those who have contributed to the

company for many years and are committed to customer service. 

Roles and Responsibilities

The establishment of the project steering committee is a very sensible move. The

establishment of the highest-level governing body of the project will effectively plan and guide

the major changes facing the company, and provide strong support at all stages and all steps and

processes of the project implementation. The project steering committee includes at least

corporate management personnel and corporate union representatives. The committee should

hold relevant meetings on a regular basis to discuss the issues, progress, development direction

and project implementation of the Call center project implementation, while preventing possible

negligence during project implementation (Jünger, 2011).

Operation’s Management

 It is very important to include trade union representatives in the steering committee,

because the establishment and operation of the Call center is bound to be accompanied by

changes and restructuring of the labor resources of the enterprise. Experience has shown that

some companies that have implemented Call center have lost their personnel due to the lack of

attention to the reorganization of personnel caused by Call center projects and the changes and

impacts of the new environment and business models of Call center on their employees. And the

lag of operation management. 

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Project Management Team

The establishment of the project implementation team will manage and control the daily

construction, operation and implementation of the project. From past experience, it is necessary

to appoint a full-time project manager in the project implementation team. A dedicated project

manager will facilitate the implementation of the project according to plan and time schedule,

and can effectively communicate and coordinate with the parties involved in the project

implementation, and agree on the key points and difficulties of the project implementation. A

quick solution to the problem (Creating a strategic center to manage a web of partners,

1995). The determination of other members of the project implementation team is based on a

number of factors, such as the size of the business volume, the use of the project's general

contractor and subcontractors.

Cost Benefits and Risk Analysis

The Call center project implementation team is mainly implemented and managed for the

following matters. Confirmation of Call center project implementation goals and scope · Call

center strategic plan development · Call center project tactical plan and action plan development

· Description of the relationship between enterprise Call center strategic plan and action plan,

and related corporate strategy and action plan Corporate Business Process Reengineering

Programs involved.

Develop alternative operating models and concepts · Evaluate these operating models and

concepts · Select the final operating model and philosophy · Develop draft implementation

(including timelines and budget). Development and validation of implementation plans ·

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Development of operational pilot programs · Development, release, evaluation and rewards of

contract fulfillment (Fojut, 2008) ·Testing and system delivery for Call center system platforms. 

Consideration for Co-operative Venture

Planning for the implementation of a Call center construction project is a phase that

requires a lot of effort. This phase requires extensive participation and expert opinion from all

personnel in the organization. The planning for Call center operations is somewhat "special"

relative to Call center construction projects, which means that the entire Call center construction

project team cannot spend all of its time on operational planning issues. Therefore, we can split

all project planning work and tasks into several planning details, which will ensure strong

operability. The approach we recommend is to split the entire project implementation planning

team into subcommittees responsible for each specific implementation.

 These subcommittees will focus on their specific project implementation, communicate

with other groups when needed, and agree on relevant issues. According to the above project

organization management structure, the purpose is to produce a more in-depth planning plan in

the key aspects and areas of project implementation. This kind of operation can also involve

more people and help to enhance the sense of responsibility of each group and help the

successful implementation of the project. The following project steering committee

organizational structure is not applicable to any Call center construction project, but it has

already provided a basic policy for Call center project planning to some extent, according to

which it will ensure the successful implementation of the project (Fojut, 2011). 

For smaller Call center projects, the above organizational members will play multiple

roles and be responsible for the implementation of multiple mission projects.For the Call center
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project planning and implementation team, it should be composed of a number of teams

responsible for implementation in different areas to ensure that all areas of the Call center

construction project, and the effective implementation of each phase. The organization of the

Call center project planning and implementation is shown in the figure below.

Each of the above committees will be responsible for different assignment tasks to

support the overall planning and implementation of the Call center project. The following table

will include the specific tasks of each functional module (committee) in the Call center

construction planning project (Rosen, 2017), their respective product planning and the main

planning aspects of each product. 

Call center project Definition Main terms of

implementation  reference

Team and steering

committee 
Call center facility The Call center Facility Construction Call center location

construction committee Committee will be responsible for the plan 

following three important items of the Call · Call center venue

center construction project, including Call selection 

center location, Call center facility · Call center site access

construction, and Call center physical mode planning 

environment planning. · Education and

training facility

assessment 

· Assessment of

entertainment, dining
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and other facilities

around the Call center

venue 

Call center facility

construction plan 

· Call center human

engineering facility

planning 

· Call center

environment planning 

o Environmental design

layout 

o Data / voice / wiring

system design 

· Call center site

restriction system

planning 

· Safety system

planning 

Call center physical

environment planning 

· Call center venue

office space design 

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· Office space design

and floor plan 

· Design of office

furniture required for

office space 
Training committee The training committee will be responsible Call center training

for the development of the overall training program 

program for the Call center, the preparation · Identify the training

of training course content, the construction content you need 

of training facilities, and the recruitment · Determine training

and recruitment of relevant training time

instructors. · Develop long-term

training and retraining

programs 

Call center Training

Course Design and

Planning 

· Writing a training

course outline 

o Training orientation 

o Technical 

o Specialized training 

Call center training

facility planning 
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· Planning of training

classrooms and their

facilities 

· Training equipment

requirements 

· Determine the

required training

budget (including

hardware investment,

and daily costs) 

· Identify future

training needs (long

term) 

Call center training

instructor 

· Training instructor's

determination 

· Special requirements

for lecturers 

· Identify relevant costs

(including travel costs) 

Technical committee The technical committee's responsibilities Determination of Call

are mainly in the following four aspects: center technology

one is based on the technical planning of solutions 

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the project's operational needs; the other is · Concentration or

the design of the identified technical distribution 

solutions, including data, product, · Call center design

functional, and application aspects. . options 

· Call center equipment

size or capacity 

· Internet service 

· Call center system

engineering planning 

Data analysis planning 

· Data flow chart 

· Service interface

design

· Database Design 

· Data tables and

interconnections 

· Security system 

Call center

infrastructure module

planning 

· Identify the final base

module 

· Determine the final

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technical

specifications 

· Logistics Support

System Program 

· Identify the final

business process

model 

Call center application

development plan 

· Communication

services 

· system integration 

· System Management 

· Test / Implementation

Plan 
Human Resources The Human Resources Committee will be Employee resettlement

Committee responsible for the following three matters, plan 

first of all to weaken the adverse impact of · Management and

the project on employees. His planning operation of human

includes an overall employee placement resources

plan, a description of the new job organizational

requirements, and a corresponding structure 

employee assistance program to transition · Individual employee

to a new business model. position determination

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and requirements 

· Responsibilities and

assignments for each

position 

· Resettlement plan 

· Labor resource

management analysis 

o Employee turnover 

o Employee morale 

o Employee benefits 

Skills and

corresponding salaries

required for new jobs 

· description of job 

· Reclassification of

employee positions 

· New salary levels 

· Benefits 

· Knowledge and skill

requirements 

· Training

requirements 

Solid employee
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assistance program 

· Rules and regulations 

· Cultivation of

employees' hobby

interests 

· Establish employee

mutual assistance

mechanism 

· Establish links with

other HR agencies to

meet the needs of

manpower shortages 
Internal communication The Internal Communication Coordination Develop an internal

coordination committee Committee is responsible for the planning communication and

of the following two issues to maintain the coordination strategy

smooth flow of relevant internal channels, plan 

including encouraging morale of · Establishment of

employees, alleviating the discomfort problem decision

caused to employees due to environmental mechanism 

changes, and developing a strategic plan for · Develop or develop a 

internal communication coordination. Management/reporting

Develop employee assistance programs. mechanism 

· Program/programme

development
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mechanism 

Develop employee

assistance program 

· Develop awareness

and communication

plans for employees to

implement important

projects 
Public The Public Education/Marketing Develop a corporate

education/marketing Committee will be responsible for the strategic publicity plan 

committee following two programs, including external · Determine the focus

strategic communication plans and of marketing 

marketing plans.The internal · Develop specific

communication committee focuses on rules 

communication with internal employees, · Select the target

while the Public Education and Marketing object 

Committee focuses on the Call center · Enterprise positioning

project that sells businesses to the society of Call center

and prepares for future smooth operations. promotion 

· Select media 

· Customer feedback

survey 

Marketing Plan 

· Analysis and
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evaluation of marketing

action plans

· Implementation steps

and plans 

· Analysis of

competitors
Disaster and Accident The Disaster and Accident Prevention and Accident prevention 

Prevention and Recovery Commission is responsible for · Determination of the

Recovery Commission the planning of the following three items in selection scheme 

the Call center construction project, · Determination of

including the definition and determination supporting documents 

of accidents, the accident prevention plan, · Supplier participation 

and the system maintenance plan. Accident prevention

Call center Operations The Call center Operations Workflow
plan
Workflow Committee Committee is responsible for the following
· The development and
four areas of planning, including analysis
implementation of
and evaluation of existing processes, design
accident prevention
of system functions, process design, and
plans
operational planning.
· Distribution plan 

· Regularly test the

schedule of the plan 

System maintenance

plan

· Preventive system
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maintenance analysis 

o Equipment

maintenance analysis 

o Equipment

maintainability study 

o Management support

plan 

· Corrective

maintenance plan 

o Software

maintenance plan 

o Hardware and

network maintenance

plan 

Current system

workflow

· System specification 

· SWOT analysis 

· Limitation analysis 

· Optional 

· Existing documents 

System functional

design
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· Call flow process 

· Management report

generation 

· Other organization or

department interface 

Process Design 

· Flow diagram 

· Business Process

Chart 

· Performance Review

Technical Chart 
Call center project The two main responsibilities of the Call Customer or supplier

supervision committee center Project Supervisory Committee are identification 

to select the right supplier for project · Legal requirements 

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implementation and to develop and develop · Optional 

an effective project fraud prevention plan. Fraud prevention plan 

· Assess existing fraud

prevention measures 

· Develop appropriate

precautions for Call

center projects 

· Develop an effective

implementation plan 

Performance Indicators

As the customer service group continues to expand, customer service has evolved from

the original letter exchange to the current interactive multimedia personalized communication

(Bondarenko, et al., 2017). Enterprises are constantly developing and services are constantly

expanding. In order to ensure that a company can provide good services to customers at different

stages of development, it is necessary to establish a customer service system that can adapt to the

continuous development of the enterprise. A basic task of many IT companies is also

being incorporated into the corporate strategic development planby more and

more IT companies. So how do you develop a corporate strategic plan for a Call center?

1 .Relationship Between Customers and Enterprises

To play the role of thez Call center, we must first look at the basis of the Call center

establishment, and what is the effectiveness of the Call center. The biggest task and
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responsibility of the Call center is to provide a unified platform, a bridge that can close the

relationship between customers and enterprises (Casey, 2018). As market competition

intensifies, companies in the IT industry are paying more and more attention to customer service,

which can be confirmed by the formation of customer service departments by more and

more IT companies. And many qualified companies have established their own Call center as a

platform to contact customers, communicate customers, and serve customers. The reason for this

is inseparable from the overall development strategy of IT companies.

 IT companies have their own characteristics. In terms of product sales, sales and services

are bundled together, and sales without services are not competitive. In terms of services, with

the increasingly close relationship between customers and enterprises, there are potential sales

opportunities. The Call center is to solve the service and consultation response to customers. The

establishment of the Call center also decomposes most of the work of the business personnel's

consultation and answer, relieves the pressure of relevant personnel in the enterprise, saves more

manpower and material resources, and improves Work efficiency. It provides effective ways and

channels for customers to have opinions, suggestions or complaints about the company's

operations, services and management. The establishment of the Call center breaks the time and

geographical restrictions, and provides 24- hour x 7- day voice service to make the service more

extensive. The establishment of the Call center also transforms the service from passive to active,

and the Call center can actively provide special services to various customers.

2. The Auxiliary Tools of the Operation

For IT companies, customers are multi-faceted, and customer needs are varied. The

purpose of setting up a Call center is more than just service. Because the purpose of the service is
 Call Center 23

not to serve the service, the purpose of the service is to sell, how to expand the company's

operations through services, discover new business opportunities, increase sales, and create

greater benefits (Nickols, 2016). Call center can be a platform for active marketing. In IT

Company’s Call center strategy, Call center are often combined with sales operations. The Call

center is responsible for part of the company's telephone sales and active sales. A large number

of customers describe their needs to the enterprise through the Call center business platform,

including: the demand for products and the demand for services. Management is the foothold

of IT companies, and operations can be carried out in various forms and ways. The Call center is

an auxiliary business method.

3.  Forming Core Competitiveness

Modern enterprise management increasingly emphasizes that enterprise innovation and

revolution should be linked to the core competitiveness of forging companies (Wolf and Floyd,

2017). The construction of the Call center should not be isolated. It is necessary to link the

business development of the Call center with the company's business, link the role played by the

Call center with the core competitiveness of the enterprise, and integrate the business process of

the Call center into the enterprise process chain. As a component and an important component,

the service business provided by the Call center becomes part of the core competitiveness of the

enterprise, and the Call center business development is connected with the business process of

the enterprise and becomes part of the enterprise business chain. How to establish a Call center is

related to building the core competitiveness of the enterprise. On the surface, the core

competitiveness is the foundation of the enterprise, which is the sum of the different enterprise

resources of one enterprise. The Call center is a standardized IT system with a set. Standard.
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Conclusion

The Call center is similar in terms of the functions implemented in the same industry, but

the reason why the Call center can be truly linked to the core competitiveness of the enterprise is

that if the service business process of the Call center is consistent with the core business process

of the enterprise, the Call center will Can become an integral part of the company's core

competitiveness (Haines, 2016). It is not important to establish a problem of not establishing a

Call center. Whether or not a Call center can be incorporated into an enterprise to create core

competitiveness is an important issue.

There are many benefits of the Contact Center, which become the opportunity to improve

not only the relationships between companies and customers but also efficiency (Khan,2017).

Therefore, the Contact Centers are a great tool to improve the effectiveness of companies

especially in this era in which prevails the standards of higher quality, speed and effectiveness to

grow in a world as competitive as today.

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References

Bondarenko, T.G., Isaeva, E.A., Orekhov, S.A. and Soltakhanov, A.U., 2017. Optimization of

the company strategic management system in the context of economic

instability. European Research Studies, 20(2), p.3.

Casey, J. and Mason, D., 2018. La Pine Senior Center Strategic Planning.

Creating a strategic center to manage a web of partners. (1995). Long Range Planning, 28(5),

p.129.

David, E., 2016. Outsourced Heroes and Queer Incorporations: Labor Brokerage and the Politics

of Inclusion in the Philippine Call center Industry. GLQ: A Journal of Lesbian and Gay

Studies, 22(3), pp.381-408.

Fojut, S. (2008). Call center Business Speeding up again: Back To Boom Time. CallCenter

INTERNATIONAL, 1(4), pp.3-3.

Fojut, S. (2011). Call center Im Investorentaumel. Call center Profi, 14(2), pp.3-3.

Haines, S., 2016. The systems thinking approach to strategic planning and management. CRC

Press.

Jünger, A. (2011). Call center goes iPad. Call center Profi, 14(1), pp.24-25.

Khan, I.R., 2017. Insights of Square Toiletries Limited Call center operations and how it should

be bestowed to infer result driven marketing decisions for brand promotion.

Krah, E. (2008). Ready for Expansion. CallCenter INTERNATIONAL, 1(3), pp.10-14.

Nickols, F., 2016. Strategy, strategic management, strategic planning and strategic

thinking. Management Journal, 1(1), pp.4-7.

Rosen, S., 2017. Strategic Operational Planning: Why Healthcare Organizations Need to Adopt

this Dual Approach Under Population Health Management.

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Rowan, J. and Rowan, S. (2000). Call center Continuity Planning. EDPACS, 28(6), pp.1-2.

Wolf, C. and Floyd, S.W., 2017. Strategic planning research: Toward a theory-driven

agenda. Journal of Management, 43(6), pp.1754-1788.