I met somebody who formerly works as a supervisor in a call centre and gathered valuable data from him. Moreover, I made a brief research on the basic structure of a call centre operations and below are my findings.
Basic Elements & Functions:1.
Materials: Hi-speed connection, VOIP, Computers, server, networking hub, router, UPS to anticipate brown-outs, Generators, headset, office, software (operations and accounting), Web Site with affiliation to Paypal, Visa or Mastercard.
* hi-speed connection is not so important for a startup, if you're planning for a 10-line voip then a single server or (P4 normal PC) will do BUT with some little tweaking sa hardware niya. then install some opensource applications for VoIP services for the pabx~server connection and control. and dont forget the broadband connection, at least 512kbps with 2 providers for redundancy.
2.
Legal requirements: SEC registration, Bank Account, Insurance and other local permits.
3.
Database & Research / Survey TeamInternational Team that constantly searches / buys phone number databases & emails of potential customers. This is also called the life-blood of the business as without data, a call center can not exist.
* database, yes... opensource again is the answer.
depende sa module nga needed just need some people to deploy and do the maintenance.
4.
Outbound TeamThey are the Sales Team & telemarketers selling products/services to customers found in the database. They are the door-knockers.
5.
Inbound TeamAfter Sales Service. Responds to incoming calls, customer queries, provides technical information from calls initiated by the outbound team or from companies who subscribe from your call. They can also act as telemarketers opening further opportunities.
6.
Human Resource / TrainingRecruitment and Training of personnel. Quality control/ Employee performace evaluation.
7.
Marketing TeamPromotes the call center to outsourcing companies. Searches for Potential products/services to be represented by the call center (where most of it are niche products). They negotiate corporate deals, local and international.
8.
I.T. Department:Maintains the software/hardware/networking materials. Maintains connectivity / signal quality. Maintains the web site, creates links and interface from outsourcing company to end-user.
* to consider, depende sa size sa company and equipments nga gigamit.
9.
Finance/Accounts / Billing TeamMaintains the cashflow of the company. Determines profit & Loss. Logistics/purchase can be part of this team since it plays only minor role in a call centre.
10.
Management:The board of Directors. Policy making and spearheading company’s direction. Operations can be part of this team and assign somebody with double but related roles (to save overhead budget) while in infancy stage.
Basic package for telemarketers (NCR rate) ranges from 20,000 to 25,000 pesos plus commission.
In summary, the deeper you go, the more complex you will find it. However, does not mean impossible. I still believe there’s a huge potential & opportunity for a call centre in Bohol.
This is based only on my shallow research and limited knowledge. Perhaps TB members with hands-on experience could shed light.