Markets : UK and USA
Channel : Voice
Service : Setting up of call center for the client

Ω Client Profile
Our client decided to enter the IT Enabled Services (ITES) space because it felt that this area had a lot of business potential. It received a mandate from USA client to support its call center in Tampa, Florida. And in order to support the operations of this facility, our client decided to set up a call center in Chennai with the required infrastructure.

Ω Business Challenge
Even though we faced challenges like data security, attrition, wage inflation, risk management, and competition, we were able to hire qualified employees and continue our process.

Ω Service Offering
The plan was to build a small setup comprising 25 seats which could scale up when business picked up and new clients were acquired. The company had to keep a number of aspects in mind in order to plan the setup.
Our Maxzime Technologies concentrated on the following aspects for the call center:

• Office Setup (including infrastructure)
• Hiring qualified employees
• Technical aspects
• Client evaluation and consultancy services.
• License and other Government procedures

The solution had to be scalable enough to support the company's expansion plans. And the solution had to support multimedia applications and use the benefits of convergence to deliver multiple modes of interaction with customers.

Ω Operational Challenges
The client was provided with an outbound solution on Teckinfo dialers. Teckinfo is a leading CRM vendor for outbound campaigns. A new client-generated target is loaded into the dialer every fifteen days. The dialers then contact prospects detect AMD or a live voice and pass only live calls to agents. This increases agent productivity and campaign efficiency.

Ω Key Results
The call center began operations on February 02, 2006 and now handles around 1,000 calls a day. Each call consumes around 11.2 Kbps bandwidth. The company plans to increase the number of seats to 100 and perhaps more when new customers are acquired.