2005

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Browsing 2005 by Author "ALI NAEEM"

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    Internet protocols for Callcenters
    (UMT.Lahore, 2005) ABDUL REHMAN; ALI NAEEM
    With increasing competition world wide, companies, organizations, Industry etc. are looking towards techniques for reaching out to customers and customer satisfaction, one such method is setting up a call center, where customers and clients can call in to get support, and information. There is more in to call centers than just customer support or information providing, there is a great market of telemarketing out there though out bound call centers are illegal in Pakistan but it is expected that the Pakistan Government will be giving it a second thought very soon. Due to high men hour costs in western and modern countries of the world and with the advent of VoIP its is now possible to rout voice communication on data networks i.e. calls made in one place can be received at another place subject to thigh speed internet connectivity. It’s a great win win situation, organizations giving excellent customers support around the clock can cut down costs steeply and on the other hand third world countries where educated work force is much much cheaper can get very good returns to there investments. Though Pakistan was a slow starter with no policies in time, but Pakistan government is putting in great efforts and giving incentives to this industry of IT enabled services. Pakistan Telecommunication Company Limited is giving one window service in setting up call centers in Pakistan and providing low bandwidth rates of high speed internet which needed is for setting up a call center so that Pakistan can also capture a significant share of the multi billion dollar market. Other than PTCL, Pakistan Software Export Board is also playing a vital role by giving consultancy and arranging workshops and seminars to aware investors of this great opportunity plus providing all sort of technical advice and conducting courses so that call centers of Pakistan can get high level performance certification. Which would attract more and more foreign clients to choose Pakistan for there off-shore offices and call center locations.