A call-center in the making

With technical assistance from its Malaysian partner, Unified Communications, ISL is already training a set of twenty-one trainees in English proficiency at one of its sister concern company, HSTC Ltd, located in Karwan Bazar.

According to ISL, different US-based private sector companies have already shown their interest in a Bangladesh-based call center and are eagerly awaiting its services. This is possible as a result of the country's huge reservoir of low-cost labour who have enough education to undergo call-center-related training.

"We will work primarily for US-based companies," says Samiul Haque, vice president (Technical) of ISL.

As a major portion of the calls routed through the call-center will be international, it is essential that the customer care agents have English-speaking ability.

"The minimum prequisite is that one has higher secondary education," Haque mentions, adding that this approach may finally claim a major share in advancing the country's economic structure.

The vice president (technical) hopes for a larger group of trainees in due time.

According to ISL, mostly US-based companies are interested in participating in such ventures with Dhaka-based companies. "This is because our country has maintained a good business tie with the Americans for a long time," Haque said. Accordingly, personal persuasion from ISL has played a major role in pulling such companies on-board. "ISL's attendance in international fairs and seminars also played a major role."

ISL purchases voice-operating systems solutions packages from Unified Communications, which include Voice-over-Internet-Protocol (VoIP) network extension links to connect subscribers at any global location. It also provides location-based services (LBS), contact centers and CRM solutions, and other mobile solutions that are required for call-centers to run at optimised productivity. These products are capable of supporting both CDMA and GSM networks, thus enhancing the performance range of the call-center.

A call center does not just serve as a 'help desk' or service center. It also works as a 'Contact center' providing solutions and information via phone and internet.

The touch-tone automated system, which provides a convenient dial-pad is an exclusive added feature in the package and a pioneering attempt for the local business, though it is not new to developed countries. "It is time we catch up with these countries and take our ICT growth one step ahead," Haque added.

"Outside of talking, all required nominal information will be shared through pressing phone buttons while calling client companies under this system," Haque cited. This solution is entirely based on the LBS system from Unified Communications, a major telecommunication products and customised solution provider from Malaysia. ISL will be the sole distributor this product in Bangladesh.

LBS works on a location-based engine, with roaming and further value-added services (VAS) on standard GSM signaling which tracks down the registered subscriber's location information. The VAS solutions, which may include news and entertainment updates, enable operators to address subscribers' desire for personalisation, entertainment, info-communications and mobility by providing innovative and creative ways for them to express their individual identity.

"We plan to set-up a General-packet-radio-software (GPRS) system for the local phone companies." Under the GPRS system, a push-to-talk button will be located on all registered mobiles which will allow any registered friend of the average operator to be reached by pushing this button, while the phone works as a local-range wireless radio device. Mostly, users will pay at least Tk 4 to call a contact from the same locality. "The GPRS uses the same local relay center to receive and transmit s signal without reaching for the satellite, thus cutting off any bandwidth use," Haque said. The user will not have to make any charge-payments per usage of this service. This service is quite new in the world-frame as well. Nextel Communications, a US-based mobile service provider, provided one of the first examples.

Different mobile phone solutions such as SMS, USSD, or WAP are constituted within the LBS systems. "Grameen Phone has its own VAS working, and these mobile companies are only committed to telephony services, while any other local phone company, including Sheba Telecomm, CityCell, and Aktel will soon be approached from ISL to make use of the VAS system," the vice president said.

At present, it is important for ISL to understand how much bandwidth and equipment such as mobile voice switches and accessories - are required for running a call-center. Once fully listed, this equipment will be bought from Unified Communications.

Insoft Systems hopes for all governmental support for its endeavors and hopes that policy-makers will fully comprehend its objective.

Insoft Systems (Bangladesh) Ltd. is nurturing the technical and human resource-side of the setup and hopes to succeed in creating a supportive infrastructure within a short period, which is the most crucial part for a 'call-center'.