Telemarketing Services

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Telemarketing Services
Please click on one of the following
Outbound call services outsourcing
Inbound Call Services outsourcing
This presentation contains 18 informative slides
Outsourced Call Centre Services
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Telemarketing Services
Outbound Call Centre Outsourcing
Execution of outbound calls with recruitment,
training, monitoring and management of
Telemarketing Agents Outbound campaigns that
require less than 5 agents are accepted Daily
report includes Daily call status and objective
report Weekly, monthly and completed project
reporting in a format agreed upon or provided by
the client. Please continue to read the rest of
the slides for campaign setup details
Outsourced Call Centre Services
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Telemarketing Services
Call Centre Outsourcing

• Company Objectives
• Major company objective is to Cut Cost in terms
  of
• Staff Training
• Space Usage
• Equipment used
• Software
• Improve Efficiency
• Improve Service level
• Focus on Core Business
• Benefits of call centre outsourcing
• Leveraged infrastructure of Call Centre company
  to reduce your operating costs.
• Re-focus of your resources on business critical
  issues.
• Increased end user satisfaction with a dedicated
  Help Desk environment.
• Scalable environment to handle the peaks and
  valleys of call volume.
• Valuable and expensive office space gained back
  for other uses.

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Telemarketing Services
Things to consider

• A transition plan to ensure minimal interruption
  of services to your users.
• Performance metrics (Call Centre KPI) to gauge
  the effectiveness of the Help Desk.
• Call flows, problem handling, and escalation
  procedures.
• Career opportunities for your existing Help Desk
  staff, if interested.
• Technology options to enhance the end user
  experience.

Please note This document assumes the use of 20
agent seats. Actual number of agent seats
required shall be discussed with the client
during a needs exploration meeting. The
fictitious numbers in this proposal have been
designed to explain what it takes to set up a new
call centre operation and to put it all in
perspective. Outbound campaigns that require less
than 5 agents are accepted.
Outsourced Call Centre Services
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Telemarketing Services
Call Centre Setup

• Assumes that the centre to be set up must
  accommodate an initial campaign of
• 20 agent seats running
• 24 hours
• 3 shifts.
• Therefore, the need for approximately
• 70 call agents to be divided into 3 shifts
• 6 team leaders to be divided into 3 shifts
• 1 Call Centre Manager
• 9 quality assurance executives 3 per shift
• 1 IT manager
• 3 IT executive -1 per shift
• 1 internal trainer

Outsourced Call Centre Services
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Telemarketing Services
Call centre Setup

• Successful call centre setup requires us to focus
  on the following key elements
• People
• Technology
• Process
• Infrastructure
• This proposal highlights requirement details for
  the setup
• the clients Complaint Management Hotline with
  direct
• focus on People and Technology.

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Telemarketing Services
People

• Steps in order to set up a quality call centre
  team
• Job description and selection criteria at each
  level
• Recruitment advertising
• Interviewing and Shortlisting
• Hiring
• Training (Classroom and live)
• Development of SOP manual
• Development of agent and management manual
• Staff Orientation process
• System training provided by software entity
• Process training
• Product or client culture training by client
• Telephone etiquette
• Telephone techniques
• Tele-service skills
• Telephone communication

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Telemarketing Services
People

• Language Options
• We will provide staff with the following language
  proficiency
• English Speaking staff
• Malay Speaking staff
• Chinese speaking staff
• Indian speaking staff
• All should be proficient in Malay language.

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Telemarketing Services
Technology
The initial campaign shall cater to the Client
Complaint Management Hotline for 20 agent seats.
However, technology setup details must address
expansion capabilities of up to 100 seats in
order to accommodate additional client needs.
Therefore, the following list of hardware is
required 20 - Agent computers 2 - Team leader
computers 1 - Manager computer 3 - Quality
assurance computers 1 - Internal trainer computer
1 CEO computer 35 Telephone sets 25 Agent
headsets
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Telemarketing Services
Technology
1 - Server 1 - Back up server 1 - Surveillance
camera system 1 - Proximity card system 1 Call
logging / recording system including hardware and
software for call monitoring and QA capability 1
PABX with minimum of 20 connected lines and
maximum of 100 lines capability 1 Fax server
in case the client wishes to offer a fax hotline
1 back up power generator 3 24 port
switches 1- Firewall protection 2
routers Additional hardware requirements shall be
discussed at a later stage if deemed necessary
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Telemarketing Services
Help Desk Software For inbound campaigns only

• Computer Interface to PABX ( Reading and
  Writing)
• Computer PABX Appplication
• User ID Application
• User ID Database Interface
• Call Centre KPI Module
• Call Centre Reporting Module
• Call Centre Script
• Complaint Management System
• Corrective Maintenance System
• Client Server Application
• Web Server Applications
• Interface Applications to HP / Fax / E-mail

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Telemarketing Services
Help Desk Software Features Inbound campaigns
only

• Complainant
• Know complainant ID using telephone no. and
  contact database
• Know language option from database
• Know the previous complaints from complainant
• Know the status of work on complains from
  database
• Manage the Complaint
• Use the same system to manage complaints
• From complaint receive verify assign staff
  update status - time cost - completion.
• Staff database, Contact database
• Same database for all concern.
• For Call Centre KPI
• Unanswered Call statistics
• Late answer Calls statistics
• Number of Calls Statistics

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Pricing
Our technology consultant must meet with the
client, in order to understand the actual system
capacity and capability requirements.
Subsequently, a formal Bill of Material
consisting of itemised hardware list and the
related prices of individual items shall be
developed. The same is true for consultancy
fees on the people aspect of the setup process
and monthly management fees to be charged.
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Telemarketing Services
Pricing

• Technology
• Software
• Help Desk Software
• PABX Interface Module
• Complaint Management System
• Corrective Management System
• Hardware
• PABX
• Interface Server , Database Server / Application
  Server
• Help Desk Computers

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Telemarketing Services
Pricing

• Consultancy
• Consultancy Services
• Manpower
• Help Desk Telephonist
• Help Desk Supervisor
• QA Executive
• Help Desk Manager
• IT executive
• Help Desk Office
• Office Space and Facilities

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Telemarketing Services
CEO Help Desk Outsourcing
Shahrukh Moghal has over 18 years of experience
in Sales, Customer Service and Telemarketing for
various products and services. He majored in
Communication at Knox College, Galesburg,
Illinois, USA. The experiences that he has
injected into contact center consultancy date
back to 1990 when he began his career as a call
center agent in the United States. Subsequently,
he moved up the ranks of agent to team leader to
internal trainer over a period of 6 years. Since
then, he has been actively involved with
developing agent and team leader skills along
with setting up client call centres. This
experience as a practitioner has been
instrumental in the development of his
understanding of agent and team leader
psychology, what drives each position and how
skills are developed in each area. His
experiences range from managing call centres in
companies that specialize in selling tangible
products such as state of the art telephone
equipment to services such as vacation packages,
consulting projects and training seminars.
Currently, he helps organizations develop
Telemarketing and Customer Service Call Centres.
Outside of Human Resource Development, he has
been a professional Photographer and Copy writer
- a skill, which helps him in Telesales Script
and Sales flow Guide Development. Serviced client
organizations in Malaysia and Singapore include
but are not limited to the following call centres
and sales and service departments
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Experience List (CC Call Centre)
Banking and Finance HSBC Bank Malaysia Berhad
Hong Leong Finance Berhad CC Hong Leong Bank
Berhad CC Hong Leong Credit Card Retention
Sales Unit - CC The Bank of Nova Scotia Berhad
Bumiputra Commerce Bank Berhad - CC RHB Bank
Call Center - CC Eon Bank Group - CC Maybank
Group Contact Centre - CC OCBC Bank Berhad Bank
Rakyat - CC Bank Islam Bank Muamalat
Insurance Hong Leong Assurance Berhad -
CC Malaysia National Insurance MNI Oneline Call
Center - CC Arab Malaysian Assurance Berhad ING
Insurance Berhad Hospitality, Vacation,
Leisure Nikko Hotel Malaysia Hotel Legend
Worldwide Holidays Country Heights Vacation Club
Automobile UMW Toyota Honda Malaysia Sdn. Bhd -
CC
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Telemarketing Services
Experience List (CC Call Centre)
Media and print Telekom Publications Sdn. Bhd -
CC New Straits Times Press Malaysia Berhad -
CC Utusan Melayu - CC Media Prima Berhad TV3,
NSTP, FLY FM - CC Government Lembaga Hasil Dalam
Negeri - CC Jabatan Kesihatan Wilayah Media and
print Telekom Publications Sdn. Bhd - CC New
Straits Times Press Malaysia Berhad - CC Utusan
Melayu - CC Media Prima Berhad TV3, NSTP, FLY
FM - CC
General categories MQ Sporttec (M) Sdn. Bhd. -
CC Boustead Development Malaysian Oxygen Berhad
- CC Malaysia Airlines Golden Boutiques IBI
Holdings Berhad - CC ITI Otago Polytechnic
Institute New Zealand Knowledge Group of
Companies - CC Elken Sdn Bhd - CC British
American Tobacco Alterni (M) Sdn. Bhd. -
CC Zuellig Pharma Call Center - CC Vsource
(Malaysia) Sdn. Bhd. KnowledgeCom Management
PLUS Project Lebuhraya Utara Selatan IBM
Malaysia Canon Marketing Sdn. Bhd. CTOS Credit
Reporting Cognis Oleo Chemicals Pil Logistics UMW
Holdings Boustead Curve Development EDS MSC
(Malaysia) Sdn. Bhd Global CC CSA CSC Global IT
Helpdesk - CC
Outsourced Call Centre Services