Hosted Call Center for Lebanon
Hosted Call Center for Lebanon
Developed by:
February 15, 2006
Tony Ghattas (ID# 200511553)
Khalil Alami (ID# 200511467)
Jala Al-Janabi
TABLE OF CONTENT
EXECUTIVE SUMMARY
LHCC MISSION STATEMENT
CONTACT CENTER
WHAT IS A CONTACT CENTER?
CONTACT CENTERS IN LEBANON
ENVIRONMENT
ADVANTAGES OF BUILDING A HOSTED CONTACT CENTER IN LEBANON
OUTSOURCING
WHY OUTSOURCE CRM?
CRM ADVANTAGES AND DISADVANTAGES OF IN-HOUSE SERVICE
CRM ADVANTAGES AND DISADVANTAGES OF AN OUTSOURCED SERVICE
SWOT ANALYSIS
STRENGTHS
WEAKNESSES
OPPORTUNITIES
THREATS
SERVICES
TARGET MARKET AND SEGMENTATION
TARGET MARKET
SEGMENTATION
VIII.
COMPETITION
KEYS TO SUCCESS
OBJECTIVES & STRATEGIES
OBJECTIVES
STRATEGIES
MANAGEMENT STRUCTURE
MARKET ASSUMPTIONS
COMPANIES IN LEBANON ASSUMPTIONS
HOSTED CONTACT CENTER PENETRATION RATE ASSUMPTIONS
XIII.
POPULATION, CALL & AGENTS ASSUMPTIONS
REVENUES
COSTS
CAPITAL EXPENDITURES
OPERATING EXPENDITURES
PROFIT
XVII.
BENEFITS FOR LEBANON
XVIII.
SCENARIO ANALYSIS
CHANGE IN PERCENTAGE OF POPULATION ACCESSING HCC SERVICES
CHANGE IN COMPETITORS MARKET SHARE
COMBINATION OF BOTH EFFECTS
NUMBER OF EXPECTED CALLS/MONTH /PERSON CHANGES
CHANGE IN PRICING POLICY
CHANGE CALL SEGMENTATION
ANOTHER APPROACH
PERCENTAGE OF WORKING POPULATION WORKING IN A CONTACT CENTER
THE NUMBER OF AGENTS WORKING IN LHCC WILL BE DERIVED FROM THE FOLLOWING TABLE:
CONCLUSION
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 and productivity.
Lebanese companies are still in the stage of awareness with regard to CRM, with some of them unable to apply its best practices due to budgetary constraints and the lack of experience. Establishing a hosted contact center in Lebanon will provide the right solution for the businesses since it will be able to offer to them the best services without having them worried about the hassle of establishing and managing a contact center.
The Lebanese Hosted Contact Centers (LHCC) will provide Customer Relationship Management (CRM) solutions for Lebanese companies and institutions. It is driven by excellence in customer service with a vision towards contributing to the long-term development of Lebanon and region. LHCC will be redefining the meaning of customer service in the region and will be creating a whole new industry with great potential in serving the new economy.
This contact center will also be able to serve regional