CONTACT CENTRE SET-UP REQUIREMENTS

Contact Centre Set-up Requirements 1

Background
Contact centre services have become integral part of business processes both
in the private and public sectors. Though, a yet to be optimized market in
Nigeria, possible services a standard contact centre provides include Inbound
and Outbound Multilingual Customer Service, Interactive Voice Response
Support, Business Intelligence and Analytics, Surveys and Opinion Polls,
Telemarketing & Tele sales, Social Media Channels Management, Software
Development, Direct Response Support, Live Chat Support etc.

As more businesses go online or automate their processes, it becomes

increasingly unavoidable to set-up a contact centre or outsource to a provider
thus creating limitless opportunities for industry players. The need for
customer satisfaction, feedback and even opinion makes contact centre
services a veritable tool.

The market is huge, the ROI is massive, the opportunities are limitless. It is
unarguably one of the best businesses in Nigeria when considering long term
profitable investment.

Contact Centre Set-up Requirements 2

 Solution and Technology

Contact Centre Set-up Requirements 3

Sample IVR Flow Diagram

Proposed Contact Center Equipment and Specifications

1. Server ent pc (HP dl380p Intel

Xeon)

Agent PC (Ultraslim PC Intell

Core2 Duo Processor, E8600
93.33GhZ, 6MB L @ cache, 133
MHz FSB, 2/4/GB DDR3RAM,
160GM, HDD, 17 “LCD Monitor

Contact Centre Set-up Requirements 4

2. CISCO Routers

Storage Drive

3. CISCO Firewalls (ASA

5515)
4. CISCO Switches (3700)

5 Rack (42U)

6. USB headsets

7. IP phones

Contact Centre Set-up Requirements 5

8. Media Gateway

9. Soft ware
Ms Office
SQL Servers2012
Windows Server 2012
Antivirus
Google Map.

The proposed state of the art technology allows you to receive up to

10,000 + calls within a 24 hour period depending on available
workstations. The automated power systems to power the equipment
should have a dedicated transformer providing adequate power
infrastructure when handling the calls in accordance with international
standards.
The Blended Predictive Dialler powered by 6mbps fibre optics and 180
expandable EPRI channel lines backed with 4 mbps microwave
transmission allowing a seamless phone and network connection is to be
installed along with SQL data management servers with the capacity of
storing all the data gathered in a call including call recordings. The
recommended application is On-premise system that runs safely,
securely from the contact center.

 It Runs on Microsoft Windows 7/8 / WinServer2008 / WinServer2012

operating system platform
 Supports Microsoft SQL Server 2008 / 2012 databases. Also, supports
SQL Server Express.
 Uses Dialogic HMP 3.0 for call control (dialling / answering), call
detection and conferencing.

Contact Centre Set-up Requirements 6

 Connects to VolP phone service (SIP trunks)
 Optional connectivity to traditional ISDN-PRI /T-1/ E-1/ EURO-ISDN
phone lines via half-length, full-height ePCI Dialogic telephone
network interface boards.
 Supports onsite or remote agents – LAN/WAN /VolP or phone line
based audio.
 Agent audio is routed over the LAN via VolP to the soft phones with
USB headsets or IP phones.
 Flexible SIP trunk setup.
 Uses codecs g.711 or g.729 (optional)
 Custom SIP dial headers: P-Asserted-Identity, Privacy, Diversion, etc.
 Supports SIP re-invite.
 Alternative SIP proxy for agent or verifiers.
 Echo cancellation, volume control and other options.
 99.9% uptime and stability

The Application
The dialer application Call Engine is a rock solid, on-premises solution
used by contact centers around the world to make calls, answer calls,
record calls, transfer calls, monitor calls, collect data and manage data.
The Dialler call Engine is an easy-to-use, powerful, reliable and stable
predictive/preview dialling and inbound automatic call distribution
(ACD) solution for new or existing call center.
 Benefits: On-premise, safe, secure, controlled, powerful, easy-to-use.
 Features: Outbound, inbound, recording/monitoring,
transfer/3rdparty verification.
 Applications: Telesales, customer service, collections, fundraising,
financial.
 Platform: Net, Microsoft Windows, SQL server, Dialogic, Ozeki,
Telerik, Xamarin
 Connectivity: LAN, VolP (SIP), E1-ISDN, PRI-ISDN, EURO-ISDN

Contact Centre Set-up Requirements 7

Feature of the Dialler application
- Mobile Voicemail - Outgoing Caller ID - Custom Voicemail
Greetings
- Acknowledge call - Control - Flexible Language
Support
- Monitor - Call Logs - (Multilingual)
-Automated call - Call Queue Visibility - Flexible Outgoing
Routes
- Recording - Phonebook Panel - Google Maps
- Automated updates - Call Queues - Switchboard for
Mobility
- Notify Dialer - Profile Panel - In Queue Call Routing
- Automatic Backups - Call Reports - Interactive Voice
Response (IVR)
- Call Forward - Queue Announcements - SMS Interaction
- Queue Logs - Chat Solutions -Web based
interactions
- Queue Reports - Voicemail to Email -Make Mobile Calls

Inbound Automatic Call Distribution (ACD)

 Automatically receive inbound calls from multiple sources for
multiple companies or projects.
 User-definable inbound parameters (by DNIS) and User-definable
inbound call flows
 Route calls to the first available agent or by agent extension

Powerful priority / Skill based setup:

 DNIS priority – Set inbound parameters table.

Contact Centre Set-up Requirements 8

 Sorts the inbound queue by priority then time in queue.
 Agent priority – Login table- Allows certain agents to get calls before
other agents
 Agents DNIS priority – Allows certain to take calls for certain DNIS’
before other agents.
Flexible agent grouping and routing:
 Specify inbound segment by agent login
 Supports agent exclusions using agent campaign groups
 Allows restriction of inbound calls by station number
 Supports a shared inbound or individual segment queue

Other inbound features:

 DNIS translations table allows multiple DNIS records (like toll-free)
numbers pointing at a shared inbound call flow
 Re-queued feature allows a call which comes to the incorrect agent to
be updated and re-queued for the next or appropriate agent
 Can receive UUI data from ISDN-PRI (5ESS)
 Support music-on-hold (MOH)
 Supports general and agent extension specific voice mail boxes
 Shared or segment specific inbound queues

Outbound Dialing (Predictive / Preview / Callbacks)

Outbound predictive dialing benefits:
 Dial and connect to tens-of-thousands of people each day
 Increase agent-talk time as compared to manual dialing
 Less wear and tear on your agents make a happier more productive
agent
 Helps manage agents via reporting and monitoring
 Promotes efficient use of data and effective list penetration
 Automatically dials a list of numbers from a database, with the option
to screen out the majority of answering machines, operator intercepts,

Contact Centre Set-up Requirements 9

 bad numbers, and busy signals with the goal to transfer only real
people to your agents
 Can leave messages to real people or on answering machines /
Voicemails. Local regulations may apply.
Outbound features:
 User-definable caller ID options – by segment (group of campaigns),
state, by NPANXX, or individual lead record
 Multi-campaign – change on the fly
 Flexible sort options for dialing order
 Automatic time zone changes throughout the day
 Dialer Lead injector allows real-time HTTP post of records to call as
high-priority
 Configurable dialing prefix and suffix
 User-controllable line ratio and drop rate control
 Real-time status view of agent queue and phone lines dialing
Call Transfer and 3rd-Party Verification
Local Call Transfer:
 Allows transfer of calls within the call center to specific agents or a
designated group of agents who are logged in to the sundial Agent
 Transfers voice along with data collected by the initial agent
3rd-party Verification
 Transfer calls to 3rd-party verification services or your customers
 Allows the passing of the customer’s phone number or ANI as caller
ID to the 3rd party
 Agent can mute the customer, connect the agent-customer-verifier in
a 3-way call, and drop off the call, leaving the customer and verifier
connected (call hair pinned)
1.6 Audio Recording and Monitoring
Audio Recording:
 Record agents conversations – Outbound or inbound – to WAV files
 Record all calls. Save all or specific call dispositions

Contact Centre Set-up Requirements 10

 Automatic Start/stop or manual start/stop of recording
 Ability to stop recordings to collect DTMF digits (such as credit
cards) without the agent hearing or seeing the information
 Can allow agents to stop and restart recordings and add an automatic
or specified suffix for new the Wav filename
Audio Monitoring:
 Monitor agents’ conversations via IP or dialing into the system
externally
 Option to require a PIN (to allow your customers to monitor)
 Option to allow monitoring only certain stations based on PIN
Dialler Agent UI
Sundial Agent UI Features:
 Notifies your agents of connected inbound and outbound calls
 Displays a script, order form, data entry form, survey, etc.
 Allows the disposition of calls
 Finds lead to lookup, change, preview dial records
 Virtual phone feature allows manual dialing
 Callback scheduler to schedule pooled or agent-specific callbacks and
notes
 Agents-specific callback preview dialing and automatic reminder
 Audio recording can be setup for manual start/stop or automatic
 Shows call history between calls
 Displays a chart of agent/s current day statistic
 Statistics grid allows comparison to other agents

Report Generation

The system can generate the following reports:

 Interval-based historical report for All Agents

 Interval-based Real-time Report for Selected Agents

Contact Centre Set-up Requirements 11

 Interval-based Historical Report for Single Agent

 Non-interval-based Historical Report for Single Agent

 Agent Call Report – Number of Calls by Call Type Pie Chart

 Agent Duration Report – Call Duration by Call Type Bar Chart

 Agent Call Detail Report – Call Detail Table

 Agent Call Detail Report – Transfer Summary Bar Chart

 Agent Activity Report – Activity Duration Bar Chart

 Agent Activity Report – Availability Duration Pie Chart

 Agent Activity Report – Agent Activity Counts Table (Multiple

Agents)

 Agent Activity Report - Agent Activity Counts Table (Single Agent)

 Agent Activity Report – Activity Duration Table (Multiple Agents)

 Agent Activity Report – Activity Duration Table (Single Agent)

 Agent Summary Report – Call Summary Bar Chart

 Agent Summary Report – Activity Summary Bar Chart

 Agent Summary Report – High Water Marks Bar Chart

 Agent Summary Report – Call Summary Table (Multiple Agents)

 Agent Summary Report – Call Summary Table (Single Agent)

 Agent Summary Report – Activity Summary Table (Multiple Agents)

 Agent Summary Report – Activity Summary Table (Single Agent)

 Agent Summary Report – High Water Marks Table (Multiple Agents)

Contact Centre Set-up Requirements 12

 Agent Unavailability Report – Unavailable Codes Pie Chart

 Agent Unavailability Report – Unavailable Code Duration Bar Chart

 Agent Unavailability Report – Unavailable Codes Table ( Multiple

Agents)

 Agent Unavailability Report – Unavailable Codes Table ( Single

Agent)

 Agent Disposition Code Report – Disposition Codes Table ( Multiple

Agents)

 Agent Disposition Code Report – Disposition Codes Table ( Single

Agent)

 Agent Sign In Sign Out Report – Sign In Sign Out Table ( Single
Agent)

 Agent Sign In Sign Out Report – Average Staffed Duration Bar Chart

 Interval-based Real-time Report for Selected Call Centers

 Interval-based Historical Report for Single Call Center

 Call Center Incoming Calls Report – Inbound Calls To Call Center Pie
Chart

 Call Center Incoming Calls Report – Inbound Calls Table

 Call Center Report – Call Center Activity by Answered Calls Pie

Chart

 Call Center Report – Call Center Activity Bar Chart

 Abandoned Calls Report – Abandoned Calls Bar Chart

 Call Center Summary Report – Call Center Summary Line Chart

Contact Centre Set-up Requirements 13

 Service Level Report – Service Level Deviation Line Chart

 Call Center Call Detail Report – Call Detail Table

Multilingual Requirement

Agents are to be trained to multi task, including speaking and

understanding of multiple Nigerian Languages and Pidgin English.

At every shift, there are Agents that understand and speak fluently the 3
major Nigerian languages (Hausa, Yoruba and Igbo) and Pidgin.

The IVR (Interactive Voice Response) on the Dialer is configured to play

a pre-recorded greeting, and then gives the caller the option of selecting
a preferred language. After the caller has done that, the ACD (Automatic
Call Distribution) then routes the call to an Agent with the selected
language skill assistance.

CALL CENTER SETUP AND COMMISSIONING

S/N Items Quantity Unit Cost Total Cost(N)

1 Rent (Building) 1 1,000,000 1, 000,000.00

2 Tower (Optional) 1 500,000 500,000.00

3 42U Equipment 1 350,000 350,000.00

4 Computers 20 175,000 3,500,000.00

5 Server 1 2,500,000 2,500,000

6 Router 1 250,000 250,000

7 DID Lines 2 50,000 100,000.00

8 Switches 2 200,000 400,000.00

Contact Centre Set-up Requirements 14

 5mbps/5mbps
9 1 1,500,000 1,500,000.00
Internet Bandwidth

Cabling and
10 1 1,500,000 1,500,000.00
Networking

11 USB Headset 20 75,000 1,500,000.00

12 5KVA Inverter 1 1,750,000 1,750,000.00

13 Soft Phones 20 45,000 900,000.00

Call Dialer
14 2 500,000 1,000,000.00
Software

Installation and
15 1 1,000,000 1,000,000.00
One Time Set Up

Furniture Work
16 20 150,000 3,000,000.00
Station

*Estimated Annual
Operations and
17 36,000,000.00
Administration
Cost

TOTAL 56,650,000.00

BENEFITS

Expected Revenue
1. from International
Campaigns 40,000,000.00

2. Expected Revenue
60,000,000.00
from Public Sector

Contact Centre Set-up Requirements 15

 Campaigns

Expected Revenue
3. from Local Private
Campaigns 40,000,000.00

TOTAL 140,000,000.00

Contact Centre Set-up Requirements 16