Synopsis on Call Center Industry

100+ seat Call Centers >> 4 50+ seat Call Centers >> 15 Less than 50 seat Call Centers >> 25 ------------------------------------------Current Non-operational Call Centers >> 60%

Synopsis on Call Center Industry

Top 5 reasons for failure 1) Lack of vision 2) Lack of business 3) Lack of Managing the business 4) Core Competence 5) Overall perception

Need Of the Hour.

How can YOU Manage & Shape YOUR Business Expectations .

Business Fundamentals. Investors trust x Managements Vision x Operations = Productivity & Profits Business Technology Operations

Would you rather implement a Direction or Determine it. You need to have ? Strategy Strategy is the BOSS. Never forget it. Strategy is what controls the Everything in Everything Communicates. You can decide to change your strategy, but you cant deviate from it.

Lets analyze the present facts on business outsourcing, technology and operations Business Present facts No direct relationships or engagements with International Clients No International business presence Depending on brokers and consultants Lack of domain business process experience & knowledge

Technology Present facts Lack of technology awareness Driven by Consultants and not Clients or Business Very high-end/expensive or low-end cheap/unreliable Very high leadtimes for IPLCs and Implementation times due to visa regulations

Operations Present facts

Lack of skilled manpower Inadequate domain based experienced skills Domestic competition Lack of training to enhance skills on continuous basis Lack or inadequate Middle and Sr level expertise w.r.t. domain business verticals

Good management is about adapting to change rapidly and skillfully. If you fear competition, what you really fear is your own in-competence.

Business Development At least invest 10 % of your investments in BD activities internationally having direct representation Staying close to the customer - learning their preferences / understanding their expectations and catering to them Business Networking thru Local US & UK Channels Tap your own International business community potential Balance the Risk w.r.t. the capacity utilization & Revenues Build Core competency & Domain vertical expertise Innovation - Value added services - utilize the capacities for domestic services.

Technology
Initially : Business Driven. Understand your Business Needs / Requirements and decide on the Technology. Later : Technolgy Driven or customer driven Let your customer co-invest with you Give Customer a " Peace Of Mind " - Let the delivery be off or near shore Keep the Technology control close to your Customer.

Operations
Managing yourself and managing your team effectively and productively A preference for doing something - anything - rather than sending a question through cycles and cycles of analyses and committee reports. Be very very good at finding the RIGHT people, Set Realistic Targets and more importantly ensure your Team know Exactly what is Expected of them right from the beginning. Autonomy and entrepreneurship - breaking the corporation into small companies and encouraging them to think independently and competitively

Operations
Simple form, lean staff - few administrative layers, few people at the upper levels Productivity through people - creating in all employees the awareness that their best efforts are essential and that they will share in the rewards of the company's success. Hands-on, value driven - insisting that executives keep in touch with the firms essential business

Keep Track of everything you Do & Say..Know that you have been Judged at all Times. Watch your thoughts; they become words. Watch your words; they become actions. Watch your actions; they become habits. Watch your habits; they become character. Watch your character; they become your destiny.

Be Ready to unlearn & Relearn- What works, Changes. Keep Learning.... Learn from your Mistakes Cut the Crap - Prioritize your time Productively & Profitably Take a Minute- Look at your Goals, look at your Performance and see if your Behavior matches your Goals No Money, No Business. No Business, No Job.

ITeS Initiatives
1) Call Center Hotel >> JV with Sind IT Ministry & local business group Capacity : 250 seats initially, grow to 1000 seats Training : A large % of employees will be recruited through Sindh IT Ministrys Training programs Objective Certain % of capacity shall be operated & managed by ITeS Certain % of capacity shall be utilized for the NRP project Remaining facilities and HR will be offered to SME on a rental basis, with a minimum upfront investment

ITeS Initiatives
2) Game City

Objective : To build a worlds hub for PC games, mobile games, animation and modeling training, development, managed services, and research. Features Real Estate development with IT-enabled facility which includes all features and amenities Exclusive facility for local and international companies In discussion with relevant government offices for facilitation in infrastructure subsidies 3) Telecom & e-governance projects

Corporate: 3060 Royal Blvd South, Ste # 225 Alpharetta, GA, 30022, USA Co-location: 56 Marietta Street, 6th Floor Atlanta, GA, 30303, USA Email: contactus@velink.com Off: 678-242-0060 Fax: 678-242-0059 Web: www.velink.com

Looking forward to a Mutual Win-win Business Relationship.