ESTABLISHING A BUSINESS CALL CENTRE
Introduction
A business call center is a place that has adequate telephone facilities,
trained consultants, access to wide data bases, internet and other on-line
support infrastructure so as to provide information and support to customers on
a retail time basis. A customer today is able to place an order on the
internet, do sale and purchase transactions, make payments, order for loans,
and also download digitized products e.g. music. Setting up a call center
basically offers services like web integration, automatic call distribution,
interactive voice response, predictive dialer, screen pop-up capabilities, and
management features.
Technology
A call Center involves efficient integration and management of telecom and IT
infrastructure. The essential components of a call center are: premises, Leased
circuit/communication connectivity,
Data compression and decompression equipment, Computer telephony integration,
Voice enabled PCs connected to high performance servers, Voice over the
internet protocol, Predictive dialer, Interactive voice response and automatic
call distributors.
Market Analysis
The market potential for call centers includes; Researchers, Business people,
and private Individuals. This industry in not yet established in Uganda.
Scale of Investment
1. Capital Investments Requirements in
US $
|
Capital Item |
Units |
Qty |
Unit |
Amount |
|
Computers |
No |
5,110 |
||
|
Lease circuit &modems |
No |
1,700 |
||
|
Server |
No |
1 |
2150 |
2,150 |
|
Dialogic phone sets, headsets, |
No |
1,300 |
||
|
Data compression equipment |
No |
1,070 |
||
|
Pop up screens |
No |
250 |
||
|
UPS, printers |
No |
1,300 |
||
|
Office equipment |
No |
640 |
||
|
Electricals |
No |
430 |
||
|
Generator (5 KVA) |
No |
430 |
||
|
Air conditioners |
No |
1,280 |
||
|
Telephone and fax |
No |
430 |
||
|
Total |
16,090 |
|
2. Production and Operating Costs in US$ |
|
|||||
|
Cost Item |
Units |
Unit cost |
Qty/month |
Prod/month |
Prod/yr |
|
|
Paper |
Reams |
23.75 |
5 |
119 |
1,425 |
|
|
Pens |
Boxes |
5 |
2 |
10 |
120 |
|
|
Floppies |
No |
300 |
3,600 |
|||
|
Other |
No |
200 |
2,400 |
|||
|
Subtotal |
629 |
7,545 |
||||
|
General costs (Overheads) |
||||||
|
Salary & wages |
1,900 |
22,800 |
||||
|
Utilities and overheads |
170 |
2,040 |
||||
|
Postage, telephone |
65 |
780 |
||||
|
Transportation, conveyance |
100 |
1,200 |
||||
|
Repairs and maintenance |
100 |
1,200 |
||||
|
Adverts and publicity |
430 |
5,160 |
||||
|
Internet connection charges |
50 |
600 |
||||
|
Shelter (rented) |
750 |
9,000 |
||||
|
Miscellaneous |
40 |
480 |
||||
|
Depreciation (Asset write off) Expenses |
335 |
4,023 |
||||
|
Sub-total |
3,940 |
47,283 |
||||
|
Total Operating Costs |
4,569 |
54,828 |
||||
Production is assumed for 312 days
per year. Depreciation assumes 4 year life of assets written off at 25% per
year for all assets. A production Month is assumed to have 26 days.
3. Project product Costs and price
Structure in US $
|
Service |
Sv/day |
Sv/Year |
Service |
Service |
Total |
|
Call center |
2 |
624 |
88 |
100 |
62,400 |
|
TOTAL |
624 |
62,400 |
4. Profitability Analysis Table
|
Profitability Item |
Per |
Per Year |
|
Revenue |
5,200 |
62,400 |
|
Less: Production and Operating Costs |
4,569 |
54,828 |
|
Profit |
631 |
7,572 |