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Hosted Call Center for Lebanon. Developed by: February 15, 2006 Tony Ghattas
(ID# 200511553) Khalil Alami (ID# 200511467) Jala Al ...
Submitted by luthien on March 11, 2006
Category: Miscellaneous
Words: 8661 | Pages: 35
Views: 288
Popularity Rank: 33,962
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Developed by: February 15, 2006
Tony Ghattas (ID# 200511553)
Khalil Alami (ID# 200511467)
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....
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