Project on Human Resource Management of a Call Center
March 26, 2009
Executive Summary
The report is all about the working on the “G-Communication” (Global Communication) a new call center business organization in Bangladesh. We have tried to find out HRM planning, strategy of the organization, demand and forecasting method, the potential source of manpower supply, ways of balancing demand and supply of the manpower, justification of forecasting method and also what will be your manpower demand and supply sources after two years from now.
“G-Communication” (Global Communication) has both outbound and inbound business deals with the USA, New York, “Met-Life” insurance and home loan mortgage. “Inbound” means customer calling in the operators for collecting information query or complain and on the other hand “outbound” means operators calling out the customer for providing them information regarding product and their features, or to provide them with other necessary information needed. “G-Communication” (Global Communication) is also working as an out-bound for ‘Hutch’ company in Sydney, Australia. Not only we are just providing the international services but also we are in a process of the domestic services, such as the in-bound for the emergency doctor, police and fire services. If any one from Bangladesh dials the number 111, then they can get this service easily with the help of the experts.
Introduction
To learn how to establish a new business organization where similar type of organization existed in the market of Bangladesh, more specifically we have selected a call center business organization, which is currently having a very smaller segment in this country. Hopefully call center business will be one of the leading businesses like BGMEA within the next five to seven years. The name of our new call center is “G-Communication” (Global Communication) which is situated in 78/D, peacock square (3rd floor), Mohakhali Dhaka ' 1215. It is a partnership business whose license and owned Khaleed G Ashraf
Executive Summary
The report is all about the working on the “G-Communication” (Global Communication) a new call center business organization in Bangladesh. We have tried to find out HRM planning, strategy of the organization, demand and forecasting method, the potential source of manpower supply, ways of balancing demand and supply of the manpower, justification of forecasting method and also what will be your manpower demand and supply sources after two years from now.
“G-Communication” (Global Communication) has both outbound and inbound business deals with the USA, New York, “Met-Life” insurance and home loan mortgage. “Inbound” means customer calling in the operators for collecting information query or complain and on the other hand “outbound” means operators calling out the customer for providing them information regarding product and their features, or to provide them with other necessary information needed. “G-Communication” (Global Communication) is also working as an out-bound for ‘Hutch’ company in Sydney, Australia. Not only we are just providing the international services but also we are in a process of the domestic services, such as the in-bound for the emergency doctor, police and fire services. If any one from Bangladesh dials the number 111, then they can get this service easily with the help of the experts.
Introduction
To learn how to establish a new business organization where similar type of organization existed in the market of Bangladesh, more specifically we have selected a call center business organization, which is currently having a very smaller segment in this country. Hopefully call center business will be one of the leading businesses like BGMEA within the next five to seven years. The name of our new call center is “G-Communication” (Global Communication) which is situated in 78/D, peacock square (3rd floor), Mohakhali Dhaka ' 1215. It is a partnership business whose license and owned Khaleed G Ashraf