The infrastructure required depends upon if you are setting up a voice based call center or just a backend operation for your client. For e.g. if you are processing the payroll for your client in the U.S. chances are you really don't need an IPLC line from your facility to your client in the US. However, if you are answering the inbound calls from US then you require an IPLC line.
Few important components of setting up a call center are
IPLC (International private leased circuit) line
Predictive Dialer: This processes potential contacts and identifies disconnected numbers, busy signals, unanswered calls and detects answering machines. Such calls can be avoided, scheduled for later contact, or pre-recorded messages can be left, allowing live agents to only deal with established connections that are directed to them.
CTI (Computer Telephony Integration) - This is the system used for the Screen pop ups as soon as the call is transferred to an agent. The pop up gives the details of the caller, information required & the product details as required by the caller. The info on the pop up screen can vary depending on the settings made. It is optional for a call center.
ACD (Automatic call distribution) - the calls are automatically transferred to the agents who are idle. This may be skill based distribution, performance based or general transfer of calls. ACD is a must for an inbound call center.
IVR (Interactive Voice Response) - this enables customers calling a contact center to use voice commands to retrieve the information they require without ever speaking to an agent. This basically helps to reduce the man power cost.
Voice logger - This logs the conversation of all agents which can be used to check the quality of all agents.
MUX - Used to
connect the IPLC at both the ends. Now a days most of the call centres are migrating to IP network, hence usage of the MUXs are minimal and
routers are needed to connect the IPLC on both ends of the link.
Call Centre Management Software - Software to manage the calls & reporting
LAN Cabling - This is also referred as backbone.
BPO Marketplace
There are few B2B portals from which you can get BPO related projects.
ITMatchOnlineLangJobs - language job marketplace
MT India is a networking organization for "offshore" outsourced medical transcription.
Outsource360.comOpenOutsource..connecting outsourcers and service providers.
ConsultantsConsultant are available who can help you with setting up call centres, select the correct technology, design a call centre, find projects etc
Accrue Convergence Solutions is a technology consulting firm whose mission is to consistently improve Business Processes thus allowing clients to work more efficiently.
BPO Consultants India - Providing turnkey solutions to BPO companies in the areas of business selection, feasibility, project finance, site selection, technology platform, recruitment, & training.
Fairbanks Consulting Group - We are a consulting firm that is retained by Offshore Outsourcing Companies to acquire Insurance Industry customers in the USA. We have extensive Insurance client contacts at the executive level and by using our Sales and Marketing capabilities, we help offshore companies to generate business and create a critical presence in the USA.
Global Equations - We help our clients leverage global resources for IT and Business Process Outsourcing (BPO) and facilitate execution of inorganic growth or investment strategies. We can advise on developing an optimum right-shoring strategy, assist in sourcing the appropriate vendor and implement an offshore initiative from start to finish. By enhancing cost savings, mitigating risk and preserving long-term objectives, we can make Strategic Offshoring work!
Investe Consulting Pvt. Ltd is a global quality
management consulting company. Committed to delivering international quality standards for managing quality, performance and growth, Investh collaborates with its clients to help them understand, implement international standards of quality systems and become high performance businesses.
JUMP Project Management Consultants Provides training for project leaders & operators in Project Management and is a PMI, USA Registered Educational Provider and consultant for BPO organization. Address: 156 Majestic Colony, Valasaravakkam, Chennai, 600087 Phone: +91-44-2486 7466 Mobile +91-98412 29038
HyperQuality - has the proven ability to review
communication between your customer and your customer care agents and evaluate them according to your criteria as though you performed that job in-house. We compile the data developed into reports which are delivered to managers, supervisors, and the agents themselves every day. These reports are custom configured for each client.
InternationalStaff.net is a U.S. project management company that places and manages IT outsourcing projects at contract facilities around the globe. They specialize in voice and
email customer service programs for Western clients. InternationalStaff.net takes the lead with outsourcing contract negotiations, cost control, process migration, quality assurance and quality control, recruiting, vendor selection, vendor management. They offer the advantages of lower transaction costs, lower run costs, and more reliable and high-quality service delivery levels.
NeoITNexsus Techno Solutions has garnered significant experience and understanding of the telecom
domain - expertise. We are an independent
system integration consultancy focussing on management and delivery of CRM/Contact Centre projects. Some of our off the-shelf products like Call Balance, Call Confine, Voice Balance, Maxdial, Innovative Call Recording and Torrent have integrated seamlessly into the current business architecture.
Servion - With the mission of Enhancing Business Response of organizations worldwide, Serviont has revolutionized customer experiences through its Contact Center suite of products, solutions & Systems Integration services
Spanco Telesystems and Solutions Limited - We specialize in designing & setting up Call Centers.
The Trowbridge Group - We offer a unique set of sourcing advisory and training services to organizations that are either considering outsourcing or developing captive onshore or offshore service organizations.
Vxtreme Support - Installation and commissioning of call centre hardware equipments
Guides, Kits etc
The Help Desk Essentials Guide provides a clear roadmap to designing, implementing and operating a help desk.
Help Desk SLA (Service Level Agreement) GuideIT Outsourcing Essentials GuideThe Outsourcing Toolkit - includes SLAs, transition plan, contracts, benchmark audit kit etc.
Service Level Agreement and SLA GuideHR ServicesEduquity Career Technologies Pvt Ltd, based in Bangalore and Hyderabad, is a third party assessment company that takes care of unbiased reporting on the competencies of the candidate. They specialise in aptitude tests & psychometric tests. They have adminsitered more than 100,000 assessments so far. The assessments can be used for selection of employees or to find out strengths and weakness of an employee.
Huris - HR Audits and Employee Satisfaction Surveys
Nilima Barde - counselling psychologist and provide counselling services to BPO's in Delhi. i offer counselling to employees at organisations and specialise in developing programs to suit the client organisation's need.
IPLC VendorsAT&TAirtel - Handles the entire circuit. You deal with just one company.
MCIReliance Communications provides end to end connectivity for IPLC, Global Ethernet Links or the Global MPLS links
SprintTata - currently most of them use Tata for the Indian half.
Process Training/Certifying Vendors - COPC, ISO, Six Sigma etc.See
our quality page to learn about COPC, Six Sigma etc.
Allied Boston Consultants India Pvt. Ltd., Delhi
Binary EssentialsBMG IndiaBusiness Strategic Solutions Pvt. Ltd., New Delhi
eXample Consulting Group has launched the Global Lean Six Sigma Excellence online forum to help industry professionals connect, share, learn and practice excellence. You are invited to join at
leansigma.collectivex.com and benefit.
Investe Consulting Pvt. Ltd, Mumbai
Knowledge Partner QR, Chennai
Institute of Sigma Learning Pvt. Ltd., Ghaziabad
Menet ConsultingNiche Quality Solutions Pvt. Ltd. OMNEXProjects India, Bangalore
QAI India LtdQualteam Consultants India Pvt LtdSix Sigma Alchemy, Mumbai
Six Sigma Outsourcing Practices Pvt. LtdTQMITreMynVoIP Providers in IndiaBinFoneIndentIP MomentumPacific InternetPhonewala VoIP ProductsPhonologyVebtelVoxpipe
