ankur&pardeep Final Project Report-SOM

8/7/2019 ankur&pardeep Final Project Report-SOM

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Final Project Report

Of

Service of Marketing

(Design & establishment of a call centre of 200 desks for a road safety)

Submitted to:

Mr. B.K Srivastava

Submitted By:

Ankur Chaurasia 109D44

Pardeep Kapil 109E38

MBA GEN Class of 2011

AMITY BUSINESS SCHOOL,

AMITY UNIVERSITY, UTTAR PRADESH

SECTOR-125, NOIDA-201301 UTTAR PRADESH

MARCH, 2010


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Strategic Significance

Fatalities in road accidents in India constitute 8-10 per cent of global road deaths.This phenomenon is like a silent disaster happening every day and it is worse thanany other natural or man-made disaster. India has introduced a major roaddevelopment programme to make travel faster, but the safety outcomes are notsatisfactory due to deficiencies in engineering, education and enforcement (thethree Es of traffic engineering and safety management). The characteristics of theaccidents and their causal analysis suggest poor discipline in road use coupled withpoor enforcement as the main causes of this situation. A more comprehensive roadsafety programme needs to undertaken to improve the current situation.Considering the magnitude of the problem, a road safety action plan is suggestedand the proposed initiatives are discussed. The contribution of the India chapter ofthe International Road Federation to the cause of road safety is also highlighted.

Road fatality rates in India are probably among the highest and out of 1.25 millionDeaths worldwide every year, 8-10 per cent (about 115,000) of all road deaths arein India. With the rising purchasing power of average Indians, motorized vehicleownership is growing at a fast pace and, in some cities; vehicle ownership hasreached a level comparable to that of the developed countries. The poor andinadequate public transport services in cities, particularly the non-metropolitancities, have compelled many residents to use private modes more often than shouldhave been necessary. As a result, the use of private modes for work trips is veryhigh. The World Health Organization (WHO, 2004) has estimated that fatalitiesper 100,000 populations in the developing world will grow from 13.3 in 2000 to19.0 in 2020, while in the developed world during the same period, they willdecline from 11.8 to 7.8. It may be mentioned that India had 10.1 fatalities per100,000 populations in 2007.

Safety is supposed to be built into the road traffic system by traffic engineeringpractices, but traffic engineering has yet to find its due importance in road systemdevelopment and operation in India. The giant road development programme beingundertaken in India is grossly deficient in traffic engineering. The aim of

engineering is to provide the most scientific design to make the roadway safe forall users and to provide a forgiving road. The other critical dimension of the roadsafety problem in India is the poor public education regarding road safety.Education is a long-term matter which needs to be inculcated in all road users fromchildhood in order for them to possess good road senses and to remain responsibleto others while using the road. Similarly, enforcement is another dimension wherea legal system is required to be introduced to penalize the violators of traffic rules


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so as to act as a deterrent. Of course, in these efforts, economic rationality has to beconsidered while ensuring appropriate safeguards for preserving the safetyenvironment.

The road system and the traffic operations in India are deficient in safetymanagement. One of the reasons for this situation is that there is very littleopportunity to learn from the past mistakes. The accident records are supposed toprovide the best clue about what has been deficient in the road, vehicle and usersystems to explain the causes of accidents and to develop remedial measures. Thisaspect of the road safety management system is poor in India, with untrainedpolice officers collecting only incomplete records of fatal accidents and alwaysstating the road users fault as the cause of the accident. In a road environmentwhere the road design (engineering), knowledge of traffic rules (education) andtraffic control and policing (enforcement) are not satisfactory, the cause of the

accident can also be the drivers fault. In a deficient road and traffic environment,causes are mainly linked to poor road geometry and poor traffic control aggravatedby poor traffic sense.

Customer Alignment

The primary objectives of the Road Safety Call Center project are:

1.

To make available to motorists a venue for reporting:

i. Hazardous road conditions

ii. Materials, vehicles, equipment, situations, and even persons posing hazardsto motorists

iii. To facilitate a quick and reliable means to relay these reports to theappropriate government agencies which, in turn, will be able to act on thereports faster


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2. In addition, the Road Safety Call Center will also act as a means to collect,collate, and distribute Road Safety-related data and statistics from varioussources including

Motorists

Concerned government agencies

Concerned NGOs

3. Dedicated Call Center Resources

Call Center facility

Call Center agents

Researcher

Operating hours: 8am 5pm (initially)

To be complemented by AAPs24x7 ERS Helpdesk

4. Understanding and agreement with concerned agencies have been securedeach partner assigns coordinator/s to the project and commits to act onphoned in reports

05. All motorists (not just AAP members) may use the Call


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Location, Hardware & Software

Server Location: Bangalore, India

Lattitude12 58' N Longitude 77 38' E

This location has been chosen because of its strategic significance becauseBangalore is considered to be technology hub for India. Hence, procurement

of technology, software & hardware will be eas and economical and also askilled labour force can be hired easily from here.

Also, we are launching this service in New Delhi, Mumbai, Bangalore &Kolkata so it will be an added benefit.

Software & Hardware:

Communication software is software that makes it possible to send and receive

data. It is also called AT Command Set. It is a powerful software infrastructure

solution that offers end to end communication needs.

To coordinates the information flow between interconnected components in the

multitude of networks that are ubiquitous in life: the Internet, the telephone

network, wireless systems and pagers, banking networks, distributed databases,

etc. It also allows call center agents to operate efficiently through convenient and

reliable Internet access to the information and applications they need.

It includes:

a) Instant Messaging b) Electronic mail


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CTI Software

Computer Telephony Integration (CTI) is the advanced technology thatserves as the focal point of the working of modern call centers. It integratesthe organization's computer and telephone systems and the facilitateseffective applications to make every phone call, inbound and outbound.

Features of CTI Software:

Launch PC/WEB applications - Specific PC, Unix or Web applications canbe automatically launched using the telephony software based upon dataprovided by your phone system.

Caller Identification (Caller ID or ANI) - Information from the existing

caller database appears on-screen when the telephone rings and remains onthe screen during the call.

Called Number Identification (DNIS) - With each call, special campaign

information can be displayed from the application based upon the number

dialed by the caller.

Vital information collected by the phone system from the caller can bepassed to the application. The computer telephony integration softwaremanages this process and free agents to be more productive.

Any phone number can be pointed or clicked in the computer database orSoft phone. The telephone then dials the call - a must for maximizing theproductivity of outbound telemarketing or call center service desks.

CTI software system allows to generate real time reports and graphs. This

important measuring system helps you observe and control the performanceof call center and phone system with clear and meaningful displays. Graphsand charts of operational statistics let you measure the effectiveness of eachuser and campaign. Reports and graphs include both inbound and outboundstatistics.


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Call Track Software

Call Tracking Software is software that automates the process of receiving andresponding to customer phone calls.

Benefits of Call Tracking Software

Effectively eliminate calls from falling through the cracks and reduce thenumber of unresolved calls

Log calls easily through a Windows interface or Web interface. Increase service levels by resolving calls faster. Decrease the number of calls received by your call center. Provide 24/7 customer support. Automatically escalate issues or notify agents of important changes or

details. Provide faster response time to customer calls.

PBX is an acronym forpolymer bonded explosives. It is also called private

branch exchange. It is a small telephone system within a call center that switchescalls between call center agents on local lines allowing all users to share a certainnumber of external phone lines. The main purpose of the PBX system is to save thecost of requiring the number of telephone lines used in an enterprise.

PBX includes:

Telephone trunk (multiple phone) lines that terminate at the PBX A computer with memory that manages the switching of the calls within the

PBX and in and out of it The network of lines within the PBX Usually a console or switchboard for a human operator

Features of PBX

Even load distribution


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Skill based call routing Self managed agent presence Queue optimization Overflow queues Protected queues Call waiting signals Custom on hold information Real time monitoring Queue logs

Functions of PBX

PBX performs three main functions:

Establishing connections (circuits) between the telephone sets of two users. Maintaining such connections as long as the users require them. Providing information for accounting purposes

CRM Solutions

Customer Relationship Management (CRM) solutions facilitate firms to create thecustomer relationship needed to uncover new business opportunities and enhanceclient service.

Advantages of CRM Solutions

Customer Service and Care Screen pop with DNIS and ANI Predictive dialing/auto dialing Remote agent support Customization and integration Literature fulfillment Development toolkit Follow-up date call backs Multiple blended campaigns Online Surveys


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Call history Contact management System and agent monitoring Data import/export Appointment scheduling Help Desk Application

E-CRM

E CRM , an acronym used forelectronic customer relationship management, isan enhancement of CRM. It is an integrated online sale, marketing and servicestrategy that is used to identify, attract and retain an organization's customers. It isa wonderful way of enhancing customer interaction through innovative technology.

E CRM is critical for any enterprise that plans to realize profitability throughacquisition of new customers and retention of existing customers. This helps togive customer service 24 hours a day and seven days a week. With the advent of ECRM customer relationships have become more dynamic and interactive. In turn,this increases the productivity, efficiency and effectiveness of customer services.

Benefits of E-CRM:

Deliver consistent and improved customer response Decreasing costs by focusing on retaining customers and using interactive

service tools to sell additional products Enhanced productivity Automatic customer tracking and detection helps to ensure inquiries are met

and issues are managed. Increase customer loyalty and satisfaction Conduct market targeting more cost-effectively Integrate customer services through the web

Help Desk Software

Help desk software is an integrated internal solution that acts as a centralizedsystem. It specialize in providing internal service and support solutions thatautomate the help desk and service desk function. Typical functionality includescall management, call tracking, knowledge management, problem resolution,


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remote control, and self-help capabilities. It provides a valuable and easy to usecustomer service system for companies and organizations.

Benefits of Help Desk Software

Increase customer satisfaction Reduce customer downtime Reduce support call numbers Improve efficiency Improve communications Identify problem areas in your products or service

Technology & Network Architecture


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Response (IVR) Technology

Interactive Voice Response (IVR) Systems are designed to provide easy toconfigure automated call handling systems that can be tailored to individual needs.This comprehensive system leads to distribution of routing information with thehelp of FAX or pre-recorded voice messages.

It includes services like:

Speech recognition Self-service

Fax management capabilities

It is also very handy in reducing fatigue, increasing efficiency and decreasing timespent by agents in imparting information.

The IVR Systems offer the following:

Click to Run Sample Reports IVR Service Bureau Voice Broadcasting Services

IVR Outsourcing Services Campaign Development and Design Implementation Hosting Custom Reporting IVR Software and Database Integration Text To Speech Software Applications Professional Voice Recordings Quality Transcription Services Maintenance

Open IVR Software

Most IVR systems are built into the phone systems or are self contained programsrunning on a separate system, allowing limited access to outside applications butan open IVR system allows to access all the information available on existing


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database programs. It is the power of choice-a personalized solution returningmaximum competitive advantages with minimum development investment andmaximum flexibility.

Benefits of Open IVR

Automated speech recognition- Gives your customers the convenience ofspoken responses rather than manual input using the telephone keypad.

Interactive fax, fax-on-demand, and fax broadcasting- Interactive faxprovides the caller with a faxed confirmation or record of the IVRtransaction.

Text-to-speech conversion- The ability to convert a text file into speechallows you to offer dynamic services to your customers.

Multilingual support- OPEN IVR allows you to easily create applications

that support multiple languages.

Phone System Auto Dialers

Auto dialers are designed to automate the process of making and receivingtelephone calls. It is a system that calls numbers from a list or database when anagent in the pool is available. It in turn calls the targeted numbers and afterdetecting the answering machine it leaves the perfect message. They are also usedto survey customers, notify emergency personnel of crisis situation and so on.

Types of Auto dialers

There are basically two types of auto dialers.

Outbound Dialers: Provide an efficient and effective venue for reaching alarge audience in a short span of time.

Inbound Dialers: Accept calls from the outside and distribute them in anintelligent fashion to service agents.

Key Features of Auto Dialer

Smart, Easy to use, reliable, and affordable auto dialing. Automatic dialing with a single click. Touch tone response. Speech command response. Voice message for any response. Record and voice broadcast in your own voice.


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Detect human pick up and answering machine. Automatic retry for busy line or no answer. Set or schedule broadcast time, auto reschedule. Daily, weekly, monthly, and yearly recurring broadcast.

Predictive Dialing

Predictive-dialer is a computer based dialogic predictive dialing system thathandles inbound and outbound phone calls for small to large call centers. It bringsabout cost savings, improved control, maximized productivity and efficient use ofresources.The Predictive Dialer is extensively used for:

Outbound telemarketing Debt collection Market research Customer service Follow-ups

Features of Predictive Dialing

recognition Interactive Voice Response (IVR systems)

Voice Recording System Comprehensive Supervisor Command and Control System Agent Monitoring and Control Remote Agent (work at home employees) Fully integrated with our CRM application TELEMATION Soft phone integration to CTI enable your existing applications Report and graphical presentation of historical phone data

Programmable/Soft Switches

Programmable switches operate seamlessly within traditional networkinfrastructure and provide a path for transmission between two communicationdevices and the routing of information between them.

Programmable switches serve as flexible solutions for network operators. They arethe Multi-Protocol-Application for intelligent networks and are applicable as


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gateway and for conversion of protocols. With these switches, customization canbe done on an application-by-application basis, thereby giving service providersthe ability to differentiate their service from the competition quickly and costeffectively.

Through openness and configurability, programmable switches have the versatilityto provide a platform for multi-service applications. They offer a superior return oninvestment owing to their excellent price performance and enable more capacity.Thus, a service provider can support larger subscriber population-andconsequently, receive greater revenue per configuration. These soft switches areflexible and adaptable and thus deliver a greater versatility of function per system.

Soft phone

The soft phone functions on the Local Area Network (LAN) over the Internet,enabling the employees to work either in corporate offices, satellite remote officesor from the convenience of home.The soft phone system can be used to generate real time reports and graphs isimportant measuring system helps Serve and control the performance call centerand phone system with clear and meaningful displays graphs and charts ofoperational statistics help to measure the effectiveness of each user campaign.Reports and graphs include both inbound and outbound statistics.Soft Phone includes features like:

Caller-ID Call-waiting Transfer Hold Conferencing Voice mail capability

Features of Soft phone

Supports a number of PBX and PC based phone systems Add computer telephony integration software to Unix and Linux

applications Ability to make and receive phone calls manually Standard features such as call on hold, transfer and redirect are available Direct link to individual voice mail IVR interface with text to speech software


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Screen pops appear on the employee desktop when the soft phone isconfigured with an inbound call campaign

Internet enabled, allowing employees to work from home Complete administrative control of each soft phone user System administration including reports, graphs, user grouping, and call

campaign control

Telecommuting Software

Telecommuting often called telework occurs when employees work away fromtheir standard place of work. Telecommuting software is a phone system fortelecommuting and work from home call centers and remote agents. This alsoanswers customer inquiries on its own and can even contact customers or prospects

with announcements or alerts.

Benefits of Telecommuting

Less office space and resource requirement. More productive and efficient telecommuter workforce. Increased energy conservation. More motivated and content work at home employees. Broader telework force recruiting base. Increased worker retention. Remote office interoperability. Less impact from weather conditions. Reduced telecommuter sick leave. Easier peak business workforce management Decreased environmental impact.

Text to Speech Software

The text to speech software reads text words with different voices that can be

chosen. The text words may be on the screen, in the clipboard, from a text file orother source. The technology synthesizes natural sounding speech from ordinarytext. The text can just be copied to the clipboard or imported from text files. Thesoftware then reads the text to the user or converts the text to mp3 or wav file. Italso allows the conversion of text into a MP3/WAV audio file that can be listenedlater.


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The text to speech converter has the capability to extract variable informationfrom a database (or from the Web) that is later converted into audible speech.The applications of the software include:

Providing callers with account information Weather updates Sports scores Stored text messages

Call centers in particular can become instantly more productive by letting thephone system provide the caller with information and by determining the bestservice representative to handle other requests.

Applications of Text to Speech Software:

Customer Satisfaction Surveys Market Research Surveys Message and Recording Services Literature Fulfillment Employee Testing and Evaluation Order Entry Credit Card Processing Voice Mail Inventory Confirmation Account Status Lead Generation & Capture Professional Voice Recording

Voice Messaging

Voice messaging is a voicemail system that provides an efficient and economicalway for businesses of any size to capture and manage voice messages. Using voicemessaging one can broadcast hundreds and thousands of phone messages and

announcements at once. Pre-recorded messages are played to provide variousinformation to customers.Benefits of Voice Messaging

Providing high volume contacts and notifications Delivering voice mail messages efficiently Expanding hours of operation with telemessaging services


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Automating routine calls thereby freeing employees to concentrate on morecomplex duties

Speeding response times to message recipients Expanding call capacity faster and at a lower cost Providing multi-lingual support Reducing the cost of employee or call center agent turnover

Voice Recognition

Enhanced voice-recognition functionality promises lower call-center costsfacilitates the call-center agents to handle only those calls that require humanintervention. There are multiple types of voice recognition such as:

Discrete numeric Continuous numeric Alphanumeric Speaker dependent Custom

It makes a voiceprint of customers' voices and enables the call center toautomatically recognize customers each time they call. This is done once the callcenter has programmed the voices into the system. Instead of pressing prompts ona telephone keypad, the customer can speak requests and the system can automate

them, lessening the burden on call-center representatives. An administrator setstolerance thresholds that will alert a call-center agent should a person

Voice recognition systems help machines understand a caller's voice and extractmeaning from the words. Callers do not have to say specific words such as 'collect'or 'refund' for the technology to understand the meaning of the caller's request. Themachine gets a transcription of the text of the customer's request and attempts toclassify the request. Depending on the caller's need, help could be provided by ahuman agent or an interactive voice response system.

VOIP

VOIP is an acronym used forvoice over Internet Protocol. It is a technology thatenables people to use the Internet as the transmission medium for telephone calls.It can turn a standard Internet connection into a way to place free phone calls. It isa revolutionary technology that has the potential to completely rework the world's


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phone system. It is also called IP Telephony, Digital Phone and InternetTelephony.

VOIP Calling

There are three different ways by which VOIP calling can be done.

ATA - The simplest and most common way is through the use of a devicecalled an ATA (analog telephone adaptor). The ATA allows to connect astandard phone to computer or Internet connection for use with VoIP.

IP Phones - These specialized phones look just like normal phones with ahandset, cradle and buttons.

Computer-to-computer - This is certainly the easiest way to use VoIP.

Advantages of VOIP

It is digital and offer features and services that are not available with atraditional phone.

One need not maintain and pay the additional cost for a phone line. Talk for maximum time period with much reduced cost. Talk with many people at the same time without any additional cost. Call center agents using VoIP phones can easily work from anywhere with a

good Internet

Disadvantages of VOIP

Some VOIP services don't work during power outages and the serviceprovider may not offer backup power.

Not all VOIP services connect directly to emergency services through 9-1-1. VoIP providers may or may not offer directory assistance/white page

listings. Another issue associated with VOIP is having a phone system dependant on

individual PCs of varying specifications and power. A call can be affectedby processor drain.

VOIP is susceptible to worms, viruses and hacking The nature of IP makes it difficult to geographically locate network users.

Emergency calls, therefore, cannot easily be routed to a nearby call center,and are impossible on some VOIP systems

ACD (Automated Call Distribution)


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ACD facilitates controlling the distribution of telephone calls coming into thedepartment. ACD systems are call routing utilities for incoming calls and can beeven used to route calls originated by the predictive dialer to the next availableagent. The staff log in/out of the ACD system as they are available, and the systemanswers the calls and distributes them. When staff are unavailable, the ACDsystems holds a call in queue and then forwards it to the first available staffmember.Automatic call distribution is ideal for areas where multiple staff answers a highvolume of calls e.g.

Help desk

Appointment scheduling

Message taking

Properly managing calls can be key in providing excellent customer service, andthe ACD system provides the tools needed to optimally manage incoming calls.

Some of the tools an ACD systems offers are:

Call Type Priority

The organization can customize the way its staff answers calls using severalvariables, including the callers location (on-campus or off-campus, local or longdistance) or the purpose of the call (help assistance, appointment scheduling).

Customizable QueueThe organization can record Custom Announcements that callers hear when theircall is answered or while they are waiting in the queue. It can also add the Musicon Hold feature.

Training SupervisionSupervisors can monitor calls to support employees and evaluate performance.

Call MetricsThe system can capture call statistics (e.g., call volume, length of calls, time inqueue, etc.) on a scheduled or an ad hoc basis, allowing further managing thestaffing and calling flow.

Almost any business can benefit from an ACD system but they are particularlyuseful to customer service centers, inbound service bureaus (that may be handlinginfomercials or direct marketing campaigns) and government agencies


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People Competencies- Training & Development

Adequate training time should be provided to all employees. Training should be aimedat developing skills for meaningful jobs and quality customer service.

At least part of the training should be to facilitate career advancement in the call centreindustry and as far as is practicable, be portable and recognised across the call centreindustry. Training packages should be linked to key industry competency standards,assessment and qualifications.

Business Process Outsourcing (BPO) is the delegation of one or more IT-intensivebusiness processes to an external provider that in turn owns, administers andmanages the selected process based on defined and measurable performance

criteria. Business Process Outsourcing (BPO) is one of the fastest growingsegments of the Information Technology Enabled Services (ITES) industry.Few of the motivation factors as to why BPO is gaining ground are:

Factor Cost Advantage

Economy of Scale

Business Risk Mitigation

Superior Competency

Utilization Improvement

Performance Appraisal Of Employees

Performance measurements are usually tied to expectations and standards. There

are about as many different sets of performance measurements and standards asthere are contact centers. There are three different types commonly used in

assessing individual performance -- calls per hour, adherence and qualitative

measurements.


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Calls per hour have been an almost universal productivity measurement.

Adherence factor, or signed-on time, is a measurement of how much time an

individual is available to handle calls versus the time he or she was scheduled to

handle calls. Qualitative criteria, focuses on knowledge of products and services,

customer service.

As part of the recruitment process for the post of contact attendants or agents,

many contact centers are now shifting to stricter and tough tests. It means that now

contact centers assess the employees be various tests.

Some of such tests are given below:

Name of Test Competencies assessed

Listening and keyboard

skills

Accent understanding, listening, keyboard

skills

Verbal Ability Grammar, sentence construction

Spoken English Voice clarity, fluency, vocabulary, grammar,

sentence construction, accent, situation

comprehension

Comprehension andWriting Ability

Message clarity, comprehension

Office Software Usage MS Office tools, browsing

Numerical and Analytical Numerical ability, logical reasoning,

comprehension

Concentration and accuracy Process adherence, attention for detail

Measurement , Control & Improvement

Certification is a useful way to advance the contact center career or evaluate how a

particular center stacks up against its peers. There are several certifications

applicable to the BPO / Contact Centre world. Here it is divided into two broad


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categories: Individual (for employee) and Organizational (for employer)

Certifications.

Organizational Certifications

1. ISO 9000:

International Stands Organization (ISO) 9000 series, a European standard, is an

international set of documents on quality assurance, written by members of a

worldwide delegation known as the ISO/Technical Committee 176.

The ISO 9000 series consists of five documents; three core quality system

documents, that are models of quality assurance, namely ISO 9001 - model for

quality assurance in design / development, production, installation and servicing;

ISO 9002 - model for quality production and installation; ISO 9003 - model for

quality assurance in final inspection and test; and two supporting guidelines

documents, namely ISO 9000 and ISO 9004.

2. COPC 2000:

It stands for Customer Operations Performance Centre. The COPC-2000

Standard was written in 1995 by a core group of users of contact center services

and associated distribution fulfillment operations, including representatives from

American Express, Dell Computer Corp., Microsoft, Novell, L.L.Bean. COPC is

the world's leading authority on customer contact centre operations. COPC is used

to improve customer service. In India it can cost anywhere from Rs 20 to Rs 25

lakhs [about $50,000] and about a year to get the COPC certification. The adoption

rate for COPC is much faster in India than other countries, which is a very good

sign.

The (COPCSM) mission is to develop and drive initiatives that support superior

performance in customer-touch intensive environments, as measured by the criteria

of customer service, customer satisfaction, and operation efficiency. These


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initiatives are developed and implemented in collaborative, consortium

environment, which includes practitioners from both external and internal

Customer Service Providers (CSPs), Outsourcers, industry suppliers, and other

industry experts. Today, COPC audits organizations for compliance to the

COPC2000 Standard; conducts benchmark reviews of contact centers and

fulfillment centers, using the Standard as the organizing methodology for the data

collected during the course of the review; consults with contact centers and

fulfillment centers on operational performance improvement; consults with

purchasers of contact center and fulfillment services on strategic alternatives for

outsourcing, including how best to select and manage suppliers; provides industry-

wide forums, such as conferences, workshops, and facilitated user groups, to foster

an atmosphere supportive of high levels of customer service.

3. eSCM: (e Services Capability Model)

It is the World's first capacity model to cater the unique requirements of ITES /

BPO services. The model focuses on assisting customers to measure the capability

of service providers on assisting customers to measure the capability of service

providers to establish and manage continually improving outsourcing relationships.

It initiates and guides service providers through the process of continuous

improvement by specifying practices to be implemented and institutionalized. It

aims to become the preferred resource for best practices and appraisal of BPO

capabilities. The eSCM will assess the capabilities of service providers to service

customers in the IT enabled BPO business sector.

4. BS7799 / BS 7799 Security Standard:

BS7799 is the most widely recognized security standard in the world. Although it

was originally published in the mid-nineties, it was the re-vision of May 1999,

which really put it on to the world stage, Ultimately, it evolved into BS EN

15017799 in December 2000. BS 7799 (ISO 17799) is comprehensive in its


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coverage of security issues, containing a significant number of control

requirements. Compliance with it is consequently a far from trivial task, even for

the most security conscious of organizations. This web site is intended to help

address this issue. It will introduce the main sections of the standard, as well as a

number of methods and resources to help you tackle it more efficiency.

Achieving compliance with BS 7799 is a substantial task. Assessing compliance

levels for information systems, and then creating / implementing the necessary

plans to become fully complaint, can by a very intensive process indeed. However,

with the correct approach and method this effort can be minimized.

5. PCMM:

It stands for People Capability Maturity Model. This provides guidance for

organizations in crucial areas such as attracting, developing, motivating, deploying

and training the talent needed to steadily improve the organization's software

development capability.

6. Support Center Practices (SCP) Certification:

This program was designed to address issues that affect the rapidly growing

technology support industry. SCP Certification quantifies the effectiveness of

customer support based upon a stringent set of performance standards and

represents best practices in the industry.

7. Six Sigma:

Six Sigma is a methodology that provides business with the tools to improve the

capability of their business processes. This increase in performance and decrease in

process variation leads to defect reduction and vast improvement in profits,

employee morale and quality of product.


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Six Sigma is a rigorous and a systematic mythology that utilizes information

(management by facts) and statistical analysis to measure and improve a company's

operational performance, practice and systems by identifying and preventing

'defects' in manufacturing and service related processes in order to anticipate and

exceed expectations of all stakeholders to accomplish effectiveness.

8. Help Desk Institute: (HDI)

It is the world's largest membership association for the service and support

industry. Founded in 1989, HDI's mission is to lead and promote the customer

service and technical support industry by empowering its members through access

to timely and valuable industry information, including reports and publications;

encouraging member collaboration through events and online forums; and

establishing internationally recognized, standards-based industry certification and

training programs.

Business Support & Brand value creation

Market Maturity: India is one of the longest-serving markets for offshorecontact center services. Because of this, western investors are aware of itscapabilities, and many have already established operations there. Thus, the


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relatively slow growth is reflective of Indias mature positioning on theoffshore product life cycle.

Increased Competition: Philippines, South Africa, Central and EasternEurope and North Africa are continuously making efforts to increase themarket value of their call center industry.

HR Issues: The call center industry currently employs more than 171,000professionals compared to a 25,000 in 1999. However, India is running outof the supply of good quality managerial talent.

Infrastructure: Most cities still face power outages and water shortages,and are heavily dependent on backup supplies.

Increasing Labour Costs: Overall salary levels have gone up by 20-25% inthe last 12-18 months in major Contact Centre clusters across India.

Margins under Pressure: With increasing competition and subsequentprice dips, the margins these companies have come under tremendouspressure.

Attrition: Indian BPO attrition rates are far too high, with levels over 50%p.a. This inevitably impacts service levels and impedes ongoingimprovements.

Security: Although India compares well with competing destinations on thesecurity matrix, awareness about security issues is still low. Data security isan important issue and needs to be tackled on multiple fronts - regulation (to


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keep out unscrupulous players who spoil the fair name of India), robustprocesses, systems, and training.

Health Concerns: One has to sacrifice social life, time and health. The oddworking hours is a major issue. As health problems, arising from tamperingwith the biological clock of the employees, become more pronounced thelure of BPO and IT-enabled services will go away.

Necessity Bilingualism: Apart from English, most Indian contact centersare unable to service other languages like Spanish, French, Mandarin andCantonese

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