Proposal for Global (Cambodia)

Trade Development Co., Ltd.

Prepared by: Toll Free Telecom (Cambodia) Co., LTD
Date : 13st January, 2015
Index
Instruction
Why Toll Free Number
Call Center Incoming Call Diagram, Setup, and KPI
Call Center Outgoing Call Diagram
Benefit Global (Cambodia) Trade Development Co., Ltd.
Operator
Call Center Analysis Reports
One Time payment and Monthly fee
Thanks

Proposal for
Global
(Cambodia) Trade 2
Development Co.,
Instruction
Toll Free Number: 1-800-20XXXX or 1-800-21XXXX is free for caller and
all paid by receiver when receiving an incoming call.
Virtual PBX is like a PBX system which allows extensions to be any type of
phone number ( VoIP Phone, fixed line, or mobile)
VoIP (Voice Over Internet Protocol) or TFCALL is a kind of internet
protocol that use internet to make local and international call.
Mapping number is the number that will be configured with the Toll Free
Number or Special Toll. When customer call your Toll Free Number or
Special Toll, our system can forward to your assigned number.

Proposal for
Global
(Cambodia) Trade 3
Development Co.,
 Why Toll Free Number??
1800 number is available to call
in whole Cambodia, no area code
issue like 023 only for Phnom
Global (Cambodia) Trade Penh.
Development Co., Ltd. Use one Toll Free number to
Call Free: 1800-
20/21-XXXX instead and combine all other
represent numbers
F
R No balance still can call Toll Free
E number
E

Caller Caller
XYZ Taxi: paid paid
: 023-XXX-XXX
ABC Taxi:
010-XXX-XXX

Customer
Proposal for
Global
(Cambodia) Trade 4
Development Co.,
 Call Center Incoming Call Diagram
IVR(Interactive voice response):
Welcome to Taxi
1. Language selection: Khmer , English or Chinese
2. Service selection: general information, taxi booking
and customer complaint

Virtual PBX-
TFTC SIP Server -Display waiting music or taxi
Callers call promotion information when
1800-20/21-XXXX Retry agents are busy.
-System will keep trying and over
three times will hang off
automatically
Taxi Service General
Allow multiple callers to call and 101 (VoIP) Information 102
If Busy
multiple agents to receive the all in (VoIP)
the same time!!
Provide call transfer, hold, call
forward, 3 way conference call
function
Assign Taxi Driver
to pick up customer
Proposal for
Global
(Cambodia) Trade 5
Development Co.,
 Incoming Call (Customer Service) and KPI
Several inbound call KPI for your reference:
Active and Waiting Calls: Measures current volume compared to the
number of callers waiting to be patched through to an agent.
Call Resolution: Measures the outcome of each call handled by your
agents to determine how many contacts it takes to resolve customer issues.
Call Abandonment: Measures the number of callers that hang up before
they can be connected to an agent.
Average Handle Time: Measures the average amount of time spent on
each call and includes related administrative duties such as submitting call
reports.
Customer Satisfaction: Provides an assessment of your call center's
performance from your customer's perspective.

Proposal for
Global
(Cambodia) Trade 6
Development Co.,
Call Center Outgoing Call

Operator 1
(VoIP)

1. Telemarketing sales
directly to customers
Operator 2 2. Customer satisfaction or
(VoIP) preference survey

Proposal for
Global
(Cambodia) Trade 7
Development Co.,
Benefit Global (Cambodia) Trade Development
Co., Ltd.
Toll Free, Call Free!! More Customer Calls!!
One number to represent companys customer service
Telemarketing sales to increase sales with lower cost
Allow multiple callers to call and receive the all in the same time, no
busy line
Mapping by SIP: make outgoing with lower charge rate and call to
other extensions for free
Call Center staffs handle:
Call out to customer and do direct sales or promotion
provide general information to customer
Receiving call from customer for Taxi booking
Record and summary all complain and report to main office

Proposal for
Global
(Cambodia) Trade 8
Development Co.,
Benefit Global (Cambodia) Trade Development
Co., Ltd.
A Professional Call Center:
Corporate Identity Creation
Powerful Advertising
Toll Free, Call Free!! Quality Customer Service!!
Increase satisfaction, build up client loyalty, and grow up
business
A effective way to do Customer Relationship Management
From Cost Center to Profit Center
Check CDR (Call Detail Record) online on real time
basis from TFTC system

Proposal for
Global
(Cambodia) Trade 9
Development Co.,
 Operator
Connected:
Mobitel, Metfone, Excell, QB, Camintel, TC and Smart
p.s. Cover over 95% of telecom users in Cambodia

In process:
Beeline and CooTel

Proposal for
Global
(Cambodia) Trade 10
Development Co.,
 Sample of Call Center Outgoing Call Analysis
Report
Media Company Service Company

Average Calls-Outgoing Average Calls-Outgoing

8000
600
500
6000
400
4000 300
200
2000
100
0
0
Sep-14 Oct-14 1-19-Nov-14
41821 41852 41883 41913

ACD (Sec)-Outgoing ACD (Sec)-Outgoing

200.00
100.00
80.00 150.00
60.00
100.00
40.00
50.00
20.00
0.00 0.00
41821 41852 41883 41913 Sep-14 Oct-14 1-19-Nov-14

Proposal for
11
Infinity Insurance
 Sample of Call Center Incoming Call Analysis
Report
Micro-Finance Media Company

Average Calls-Incoming Average Calls-Incoming

8000 8000

6000 6000

4000 4000

2000 2000

0 0

ACD (Sec)-Incoming ACD (Sec)-Incoming

250
250
200 200
150 150
100 100
50 50
0 0

Proposal for
12
Infinity Insurance
 Thanks!!!
Further Info, Please contact me:
Mr. Hour Bunthorn, Senior Sales Executive
H/P: 077 222 778/081 222 778
Tel/Fax: (855) 23 210 156 ,Toll Free number: 1-800-21-
2121
E-mail: [email protected], www.tollfreetc.com.kh