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Call Centres
 

Call Centre business is completely based on telecommunication lines. If telecommunication lines fail, the Call Centre will come to a stand still in no time. So, the basic requirement of a Call Centre is an excellent telecommunication facility whether it is in an urban area or a rural one. Sufficient telecommunication backup facility is also given top priority in Call Centre business. If one fails, the other should start functioning immediately so that the show goes on.

Call Centre business involves large number of outgoing calls. They should be in constant touch with the present customers plus they should find new customers for their survival. This naturally involves lots and lots of outgoing calls.

The present minimum call charge to call using land line anywhere in India is Re.1/- per minute. Let us assume that the average time taken for a call from the Call Centre is 5 minutes. Suppose 100 call centre staff is making 1000 calls per day at an average of 10 calls per person.

The telephone expense of the Call Centre for outgoing calls, as per the above assumption, at the end of the month shall be:

 
Cost per call = Rs. 5/- (Re.1 x 5 min. per call)
Total calls per day = 1000 calls  
Total cost per day = Rs. 5000/- (Rs.5 x 1000 calls)
Total cost per month = Rs. 125000/- (Rs.5000 x 25 working days)
 

Let us see what happens if we use an Xtend FCT in place of the land lines in the Call Centre.

GSM/CDMA Mobile service providers in India are charging 75 paise per minute for a call anywhere to any number in India. This is the maximum charge and if you go further into their special schemes, their charges even come down to 40 paise per minute. In this example, let us take it as 40 paise per minute. Since one call of the Call Centre lasts 5 minutes, cost per call is Rs. 2/- (Re 0.40 x 5).
 
Total calls per day = 1000  
Total cost per day = Rs. 2000/- (Rs.2 x 1000)
Total cost per month = Rs. 50000/- (Rs.2000 x 25 days)
The Call Centre saves Rs.75000/- per month.
 

Other than the savings, there are other advantages too. Since the FCT is connected to the EPABX system, any call originating through FCT can be directed to the right person. Instead of FCT, if a mobile is used, it has to be carried to the person to whom the call is each time.

Note: In a special scheme of CDMA Mobile service providers, it is free (no charge) to call from one mobile to another of the same provider anywhere in India. Then, the savings is 100%!

To know more about Xtend FCT, click on this link: Xtend FCT Products

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