Detailed Project Report on call centre

CALL CENTRE
[CODE NO.3093]  


Customer  care and retention is increasingly becoming a  key issue  for  most companies in today's competitive  market  place where customers demand  immediate  access  to  information  and efficiency of response. Call centers are one of the most powerful tools for improving the quality of customer contact.

The  advent of Computer Telephony due to the convergence  of Computing  and  Telecommunications has created  new  avenues for companies  to provide better service to customers  by  leveraging the  interaction  of customer calls with the  company's  customer databases providing access to rich customer data helping the call center agent provide better support to the customer.
    
A call centre is a service centre which has adequate telecom facilities,  trained  consultants,  access to wide databases, internet and other on-line information support infrastructure to provide  information  and support to a customer. It  operates  to provide round  the clock and year round service. A  call  centre could  be  accessed  by dialling a toll free number that is generally connected to a customer support centre. When a typical call reaches the call centre, the caller is answered by a trained consultant with access to a wide database of information and who is  also  trained on the product / service being offered  by  the organisation.  The  dedicated telecommunication links  connect a remote call centre to the parent organisation through voice links connect  a remote call centre to the parent organisation  through voice links and on-line computer database access. Such a facility is essential   to  effective  customer  support and maximum satisfaction  asit allows a respondent  tap  into  customer history,  customer owned product attributes, etc.  and  exploits latest  technological developments in global on-line  information access  and  web enabled database updation.  The  Web  technology created  to support the Call centre ensures that the  consultants have  the  most  current  information  available  so  that high standards for efficiency are met.


COST ESTIMATION

Plant  Capacity                                 :       18750000 Calls/Annum                    

Land & Building (4000 Sq.MT)    :    Rs. 7.24  Cr
Plant & Machinery                          :    Rs. 1.51  Cr
Working Capital for 1 Month    :    Rs. 37.79 Lacs
Total Capital Investment           :    Rs. 10.47 Cr
Rate of Return                            :    24%
Break Even Point                       :    59%


INTRODUCTION    
PROJECT CONCEPT    
CLASSIFICATION, FEATURES & APPLICATIONS    
CLASSIFICATION AND APPLICATIONS    
CALL CENTER FEATURES    
CALL CENTER TECHNOLOGIES    
MARKET FOR CALL CENTRE    
OVERVIEW OF CONTACT CENTER    
GUIDELINES FOR CALL CENTER    
GOVERNMENT POLICY ON CALL CENTRES    
OPERATION OF A CALL CENTRE    
MANAGEMENT OF A CALL CENTER    
SETTING UP CALL CENTRE IN INDIA    
PLANT LAYOUT    
EXISTING CALL CENTRE SOLUTION/SERVICE PROVIDERS IN INDIA    
COMPUTER ACCESSORY DEALERS    
COMPUTER SUPPLIERS    
EQUIPMENTS FOR CALL CENTER    


APPENDIX – A:

 1.      COST OF PLANT ECONOMICS  
 2.      LAND & BUILDING                                      
 3.      PLANT AND MACHINERY                                  
 4.      FIXED CAPITAL INVESTMENT                             
 5.      RAW MATERIAL                                         
 6.      SALARY AND WAGES                                     
 7.      UTILITIES AND OVERHEADS                              
 8.      TOTAL WORKING CAPITAL                                
 9.      COST OF PRODUCTION                                   
10.      PROFITABILITY ANALYSIS                               
11.      BREAK EVEN POINT                                     
12.      RESOURCES OF FINANCE                           
13.      INTEREST CHART                                       
14.      DEPRECIATION CHART                                   
15.      CASH FLOW STATEMENT                                   
16.      PROJECTED BALANCE SHEET