Hi,

Can anyone guide me on preparing a proposal to set-up a call centre in Fiji for an inbound call volume of 300 calls/day. Details like
- Infrastructure requirements
- Seat utilisation
- Call Metrics.

If anyone has a draft proposal I would greatly appreciate that.
Thanks in Advance!

Hi,

i would work your answer backwards to determine what you would need for your go live date.

IE your consideration across the following.

AHT?
Opening hours/days?
Service level requirement?

Some of these will determine how many fte you will need and then you can commence working on the infrastructure and will assist you in your business case.

Jumping straight to business case without looking at the minor detail for such a small centre will be critical to your CAPEX forecast and then ongoing OPEX, let alone whether your considering what your 08 EBITDA could be.

I agree that you should work backwards. But I would work backwards from the customers (if it is an outsourcing call centre then I mean the customers that call on the telephone, not the clients who hire you to take their calls for them). Start with what the customers are calling about and design your system to deal with that.

Under no circumstances design your call centre using or even measure AHT.

Opening hours/days will of course be a reasonable consideration.

The only service level requirement is to serve the calling customer all other activity measurements like the old 80/20 rubbish should be ignored.

For those who are reading this an recoiling in anger or pain, you should try reading "The Best Service Is No Service" by Bill Price and David Jaffe.

Or you should try working in a call centre where AHT and service level are the major drivers of how work is organised.

"Hi,

Can anyone guide me on preparing a proposal to set-up a call centre in Fiji for an inbound call volume of 300 calls/day. Details like
- Infrastructure requirements
- Seat utilisation
- Call Metrics.

If anyone has a draft proposal I would greatly appreciate that.
Thanks in Advance!"

A few questions;

Who are you dong this for?
Why Fiji?
Have you planned for a contact centre before?
What skillset are you looking for?
How long is the contract?
Operational Hours?
Preferred Shifts?
AHT?
Service Level Targets?
Shrinkage levels?
Occupancy Targets?
Call arrival profiles?
Attrition targets?
Call handling equipment?

And many many more...

What do you mean by a draft proposal?

Zainab

Hi

I am in the planning stages of setting up a small call centre in South Africa
and can rent an existing call centre fitted with 20 computers (VOIP) and adsl connections. I am able to rent the space on a month to month basis. any ideas on that will be welcomed.
Having previously worked at telkom sa ltd I am able to tap into an experienced workforce who were retrenched or had to take early retirement.

Advice and ideas will be greatly appreciated and the pitfalls to watch out for.
I have'nt really started to solicit possible contracts yet because as I mentioned i am still busy planning.
I would be interested in providing customer service, helpdesk, order taking etc.