Hosted Call Center For Lebanon
...Jala Al-Janabi
TABLE OF CONTENT
I. EXECUTIVE SUMMARY 1
II. LHCC MISSION STATEMENT 2
III. CONTACT CENTER 2
A. WHAT IS A CONTACT CENTER? 2
B. CONTACT CENTERS IN LEBANON 2
C. ENVIRONMENT 2
D. ADVANTAGES OF BUILDING A HOSTED CONTACT CENTER IN LEBANON 4
IV. OUTSOURCING 5
A. WHY OUTSOURCE CRM? 5
B. CRM ADVANTAGES AND DISADVANTAGES OF IN-HOUSE SERVICE 5
C. CRM ADVANTAGES AND DISADVANTAGES OF AN OUTSOURCED SERVICE 6
V. SWOT ANALYSIS 6
A. STRENGTHS 6
B. WEAKNESSES 7
C. OPPORTUNITIES 7
D. THREATS 7
VI. SERVICES 8
VII. TARGET MARKET AND SEGMENTATION 8
A. TARGET MARKET 8
B. SEGMENTATION 9
VIII. COMPETITION 10
IX. KEYS TO SUCCESS 11
X. OBJECTIVES & STRATEGIES 11
A. OBJECTIVES 11
B. STRATEGIES 11
XI. MANAGEMENT STRUCTURE 14
XII. MARKET ASSUMPTIONS 15
A. COMPANIES IN LEBANON ASSUMPTIONS 15
B. HOSTED CONTACT CENTER PENETRATION RATE ASSUMPTIONS 15
XIII. POPULATION, CALL & AGENTS ASSUMPTIONS 15
XIV. REVENUES 18
XV. COSTS 18
A. CAPITAL EXPENDITURES 18
B. OPERATING EXPENDITURES 19
XVI. PROFIT 21
XVII. BENEFITS FOR LEBANON 22
XVIII. SCENARIO ANALYSIS 23
A. CHANGE IN PERCENTAGE OF POPULATION ACCESSING HCC SERVICES 23
B. CHANGE IN COMPETITORS' MARKET SHARE 23
C. COMBINATION OF BOTH EFFECTS 24
D. NUMBER OF EXPECTED CALLS/MONTH /PERSON CHANGES 24
E. CHANGE IN PRICING POLICY 25
F. CHANGE CALL SEGMENTATION 26
XIX. ANOTHER APPROACH 27
A. PERCENTAGE OF WORKING POPULATION WORKING IN A CONTACT CENTER 27
B. THE NUMBER OF AGENTS WORKING IN LHCC WILL BE DERIVED FROM THE FOLLOWING TABLE: 27
XX. CONCLUSION 28
I. EXECUTIVE SUMMARY
Customer Relationship Management is becoming one of the most important tools to differentiate product and services across the globe. Nowadays, there is a worldwide trend to outsource CRM to hosted contact centers because this results into major costs savings, better customer services, increase in flexibility...
View Full Essay
