Consultancy on …
How to start your own
business of call center , KPO,BPO ?
Dear Entrepreneur
Who wanted to get into &
start own call center , KPO,BPO business.
You can get call center
contracts from telecom company , banks, insurance company , ecommerce company ,
logistic company , domestic , international companies , inbound , outbound ,
back office processing & support , back office client servicing , sales
support etc etc many functions .
Introduction:
Thank you for allowing EBranding India Technologies the
opportunity to present our company for your review. We offer a wide range of
services such as; consulting, national recruiting, call center
assessments-consolidation-setup and reengineering, motivational seminars,
workshops, script development, outsourcing and project management services, and
teleconference training.
EBranding India Technologies
is able to offer call center solutions and customized training programs
that directly benefit companies through increased productivity and improved
call center efficiency. Often companies recruit the wrong person, or equip the
right person with the wrong tools. EBranding India Technologies removes the
guesswork by developing training programs using our unique scripting and
training platform to handle Inbound and Outbound Sales and Telemarketing and
Customer Service activities.
When it comes to call center solutions such as; Site
Feasibility, Center Design, Reengineering, Human Resource Practices, Developing
Productivity Incentives, Hardware and Software Selection or Ergonomic
Furniture, EBranding India Technologies has invested many years in research and
has the expertise to provide personal recommendations when selecting and
dealing with the best vendors. Our objective is to help you receive quality
products and services at the most cost-effective prices and in the time frame
anticipated.
EBranding India Technologies can help with setting up a
brand new call center, expanding or reengineering an existing center, or to
guide our clients through the relocation and consolidation process. Should our
clients ever have the need to outsource their inbound or outbound campaigns, we
can assist them with the best service agency selection while managing the
entire campaign; From project assessment, script development, orientation,
training, remote monitoring, ongoing project assessments and consultations.
EBranding India Technologies is the
Resource client’s call center needs.
Call Center Setup Outline
Objectives:
EBranding India Technologies recognizes the demands and
pressures placed upon every Telemarket-ing/Sales Staff in an effort to:
• Handle
inbound and outbound activities efficiently, professionally and profitably
• Increase
sales through the use of effective outbound selling techniques
• Minimize
management tracking requirements and maximize your potential
• Ensure
implementation of telemarketing principles
Our goal is to help remove the guesswork that comes with
starting a new call center operation, and to make sure it’s done correctly,
efficiently, and productively from the “Get-Go”.
Overview:
At EBranding India Technologies we follow a phase cycle when
setting up a new call center operation. Each of the phases can be customized
specific to each individual organization. The phases are as follows:
PHASE 1: Center Set Up
PHASE 2: Project Development and Preliminary Set-Up
PHASE 3: Agent Orientation, Training Workshops and
Implementation PHASE 4: Project Status Assessment (off site)
PHASE 5: Train and Oversee The Call Center Manager (Train
The Trainer)
In essence, the cycle is: planning, recruiting, development,
training, and implementation.
NOTE: The items noted as optional are services that can be
performed at no added cost. Items noted as off site are services performed at
the contracted consultant’s/trainer’s office. All other items not noted are
services provided at client’s facility.
Call Center Setup Outline
PHASE 1-- Center Set Up
-Identification and Determination of Hardware and Software
Platforms
a. Conduct a
site visit possibly together with the preferred hardware and software
consultant (separate fee attached for third party consultants and or vendors.
b. Meet with
key people to discuss current processes and handling procedures.
c. Evaluate
preferred methods for customer service, retention, collection departments and
best practices for internal procedures and call handling situations.
d. Make
specific hardware and software recommendations.
e. Research
best applications custom fit for client’s specifications.
f. Negotiate
best pricing alternatives and associated applications.
g. Installation
and training of hardware and software (conducted by the vendors).
-Setting Up Aesthetics of the Call Center
a. Design
the room where calls are to be handled.
b. Obtain
bids on quality and best prices for furnishings (i.e. stations, headsets,
ergonomic chairs. Refurbished and new).
-Development of Policies and Procedures
a. Call
Center and company policies developed specifically for client’s internal
specifications.
b. Procedures
developed specifically for customer service, retention, collection agents (i.e.
call handling processes, ordering, help desk, data management, collection,
trouble shooting guide)
-Identification of Call Guides and Training Platforms(s)
a. Identify
all Inbound and Outbound projects. (off site)
b. Select
and discuss the projects to conduct the initial stages of customization. (off
site)
-Agent and Center Supervisor Job Descriptions
a. Evaluate
specific job descriptions and hiring requirements.
b. Draft
specific descriptions and hiring methods. (off site)
-Salary and Incentive Plans
a. Discuss
salaries, incentives and departmental budgets.
b. Draft
plans for consideration. (off site)
c. Finalize
plans for implementation. (off site)
Call Center Setup Outline
PHASE 2-- Project Development and Preliminary Set-Up
-Recruitment--Pre-Screening Call Center Agents, Floor
Supervisors, and Call Center Manager Candidates and Design Orientation Packets
(off site)
a. Place ads
and or evaluate existing resumes and conduct search for ideal candidates.
b. Pre-screen
potential candidates.
c. Promote
the company and compensation plan.
d. Reference
checking.
e. In-person
interviews. (Handled by client or consultant)
f. Final
selection process. (Handled by client or consultant)
g. Design
and draft orientation packets for new employees.
-Script (Call Guide) Development (off site)
a. Review
projects (specific campaigns).
b. Customize
and draft call guides including rebuttals.
c. Client
review of call guides, pre-approval and recommendations.
d. Final
customization including rebuttals.
e. Client
final approval.
-Training Workshop Customization (off site)
a. Review
departmental goals.
b. Customize
workshops.
c. Client
review and recommendations.
d. Final
customization.
e. Client
final review and approval.
Call Center Setup Outline
PHASE 3--Agent Orientation, Training Workshops and
Implementation
-Agent Orientation
a. Overview
of HR forms and signatures (performed by consultant or HR dept.)
b. Review
policies and procedures (performed by consultant or HR dept.)
c. Company
orientation. (performed by consultant or HR dept.)
d. Product
training. (performed by client’s in-house person)
e. Computer
hardware and software training. (performed by client’s in-house person or vendor)
f. Order
Processing and Procedural training. (performed by client’s in-house person)
-Introductory Call Center Agent and Customer Service
Training Including Role Play Sessions
a. Overview
of training manuals, assignments and expectations.
b. 12 Step
Platforms, training courses for customer service, collections, and retention.
c. Individual
and group role-plays and trainer’s written evaluations.
-Coaching, Status and Performance Evaluations, Finalize
Delivery
a. Live call
handling training and individual assessments.
b. Individual
coaching and evaluations.
c. Enhanced
group instruction and role-plays.
d. Individual
performance reviews and recommendations.
-Project Activity Coaching and Hands-On Reinforcement
a. Individual
monitoring and evaluations--on track performance.
b. Evaluate
supervisor’s coaching and evaluation procedures.
-Supervisor Teleconferences - (off site)
Training, coaching and on line remote monitoring.
Call Center Setup Outline
PHASE 4--Project Status Assessment (off site)
-Post Project Re-Assessment
-Call Center Re-Assessment
-Written Analysis and Final Recommendations.
PHASE 5-- Train and Oversee The Call Center Manager (Train
The Trainer)
-Recruitment Training For The Call Center Manager
a. Setting
up and presenting a department tour.
b. How to
sell the company and the compensation plan.
c. Placing
Ads to attract quality, reliable and long-term employees.
d. The
Pre-Interview, the Second Interview and Final Interview process.
e. Letter of
hire and orientation packets.
-Supervisor Training, Train the Trainer, Procedural Review
a. Train the
Trainer course (includes 12 Step platforms, scripting concepts, processes,
motivation techniques and coaching procedures.)
b. Role-plays
and scripting development and reinforcement.
c. Hands on
coaching and monitoring procedures.
d. Quality
Management for both Inbound and Outbound Depts.
-Project Acceleration
a. Advanced
Technique Development and Coaching, Project Management Status Evaluation and
Coaching.
b. Manager’s
Teleconferences. (off site)
-Project Status Assessment
a. Call
Center and Project Assessment.
b. Written
Status Analysis.
Our Involvement & Fees –
- Call Center Business Plan & its Document Drafting –
- Consulting meeting or brief meeting face to face or
on skype
- Call Center Marketing – to get client
& contracts for call center
- Ongoing
Business Consulting
- Loan & Finance raising for business
- Third party vendor & employee hiring
Fees will be depend on scale of business, size of planed
call center, type of call center kpo,bpo etc etc
Regards
Prof. Prakash Bhosale
eBranding India
Technologies , Mumbai
Visit below websites
for My Profile
About emarketing &
ebranding Consultancy - After MBA
in marketing, started career as teacher
for few months at Sangli and moved to Mumbai with passion to do
something in online marketing, consulting & educational entrepreneurship.
First started working with Leading B2B portals and helped hundreds of SME’s to
write & rank their website on Google with 1000’s of keywords, after that
kept working with few other web portals , media companies and with Google
Adwords for three years but ambition of starting on own could not allow me to
keep working with Google as well. And I
started my own business in marketing, branding, creative, and designing &
project consulting, IT & ITES Services & Outsourcing for more visit www.ebrandingindia.com
About This New Startup
Business- After meeting more than 100 + entrepreneurs from various
business background, we could really figure out the reasons of failures &
Success. And hence realized the importance of such an unique and innovative
concept, that can guide you, step-by-step,
everything you need to know about this game of Entrepreneurship and help you
Transform into successful entrepreneur. Success in Business is possible
ONLY if you take RIGHT DECISION at the RIGHT TIME, and after doing this
type of thing for almost 20+ years, we have gotten pretty good at it. Unlike
other entrepreneurship books, which only caters to content by simply giving
ideas on enrepreneurship, not only contains well organised and structured
information in steps, but every step is followed by brain storming exercise, so
as to help your brain, get activated and aligned with the thought process
required for being a successful entrepreneur . It is much detailed than
anything else you’ve ever seen or done. Here’s just a small taste of what you
will get using this unique and innovative concept of how to start new business.
We can tell for sure, you have the
desire to do business and earn lots of money. But like most, you too must be burdened with fear of failure
and want to be safe, of course for very obvious reasons as you too lack proper
guidance to understand With us, you will understand well in advance before
starting your own business. Feasibility of your business.Are you on the right
path? “Size of the opportunity” of your business and your readiness to start
your own business Is it NOT what you are looking for? to safe guard your hard
earned money before investing in your business for more visit http://howtostartasmallbusiness.in/
About ecommerce Business
Consulting - Its rocking business today, no need to have huge
investment, anyone can start from small. Now customers are buying product like
grocery to gold jewelry. Searching medical store to grooms, bride, home
online.In 2009, the Indian e-commerce market was worth a mere US$2.5 billion.
By 2012 this number had expanded to US$8.5 billion. 2013 value of the Indian
e-commerce market at US$13 billion.E-commerce in India will reach a value of
US$56 million in just 10 years’time.Covering from grocery to hi-tech, valued
product like diamond, gold products, each & every need of your life with
more than 500000 + products & services.Its great opportunity to start
online business for everyone. Can server niche product, service range, can
reach selected target customers in small & selected geographical
area.Anyone who is having any idea, concept. Anyone who is willing to start
online business with any budget & anywhere from world.We can help &
Consult at each & every stage of e-commerce online business.
• E-Commerce concept
& idea suggestion • IT &
ITes consultation
• Brand &
Marketing Consultancy • Finance,
loan, finance, venture capital etc
• Business name
suggestion & legal certifications •
Product Sourcing Consultation
• Market research
& feasibility report • Product pricing
, discount & offer strategy
• Design and build
e-Commerce website • HR, Jobs,
Recruitment
• Internet marketing
& planning • Special
content & review writing
• Targeted audience
database • Legal & Documentation
• Tie-ups, sign ups
sell your product • Logistic,
Couriers tie-ups & consultation
• Affiliates,
re-sellers, franchise, agents etc •
Mobile Apps & Mobile Marketing
About MBA Project Report,
Dissertation, Assignment help - Over 12 years of Experience in
education, corporate, IT, e-Marketing & Consulting domain. Work experience
with leading media Companies & B2B portals of India & Search engine
like Google.com. Also worked on varies corporate projects & Industries.
Academic project consulting for students of Universities like Sikkim Manipal,
IGNOU, Symbiosis, Annamalai, Osmania, Y. C. M. Open University, Delhi, Mumbai,
Pune University, SNDT, Welingkar, Amity, Jaro, Abertay, Aberystwyth, Bangalore,
Birkbeck University of London, Cardiff University, De Montfort University,
Central Queensland University & helped up to 900+ students of India, UK,
USA & clients to do their project report. MBA, MMS, PGDM (Graduation &
PG) in any specialization like Marketing, Finance, HR, Operations, Hotel &
Tourism, Hospital Management, Information Technology-IT etc. We can help right
from selection of project title, developing of synopsis/project proposal, complete
data collection, drafting, editing & cross checking of project. I can help
you at any stage of project preparation. Student
should contact me with details like Name, Email id, Phone no, Course name,
specialization, project title, number of pages/word count required for project
and project format if any, delivery date of project etc for more visit http://www.mbaprojectreports.com/
Contact Us –
Ph +91 8097027355 / + 91 9222086563, SMS + 91 9224335234
Email - ebrandingindia@gmail.com / contact@ecommerceconsultant.in
WhatsApp & Viber - + 91-
9867806399, Skype - eBrandingIndia
