The University of Lahore

Islamabad campus

Project : Principle of Management

COMPANY NAME : FAST COMMUNICATION

Submitted to :
Miss Sara Sallah-Uh-Din

Submitted by:
Khawar Bashir
Faiz-ul-Hassan
Sania Knawel

MBA semester # 1
Date of Submission: 21 June 2010
 Acknowledgement

Nothing can be achieved without an optimal combination of

inspiration and perspirations. No work can be accomplished without
taking the guidance of the experts. It is only the views and advice
from ingenious intellectual that help in the transformation of a
organization into quality organization.

We owe our gratitude to Miss Sara Sallah-Uh-Din , our Honorable

teacher.
 Table of content

1. Area Of Work/Name of the organization

2. Introduction
3. Executive Summary
4. Vision
5. Mission
6. Objectives
7. Definitions
8. Organizational Structure
9. Hardware & Software Requirements
10. Call Flow
11. Organizational culture
12. Strategic Management Process
13. Competitive Strategy
14. Competitor Analysis
15. Conclusion
 Area Of Work/Name Of The Organization

Call Center

Fast
Communication
“Making possible the online
marketing resources for
living”
 Introduction

Call centers have tremendous impact on businesses. Call centers for selling
goods and services, as well as call centers for providing customer care, is
going to become a familiar part of the business of virtually every person.
Call centers also pioneered the developed of self-service via the telephone,
using interactive voice response technology. It is providing a richer and
friendlier environment for self-service transactions than the tone telephone.
Fast communication is a service company incorporated under the
companies ordinance 1984, duly registered with securities exchange
commission , Government of Pakistan.
 Executive Summary

With fast communication vision , client focuses and a commitment to

operational excellence, call center has become the leading provider of
diversified business process and outsourcing services offering innovative and
effective solutions for clients around the world.
In the year 2000, major research firms predicted that by 2003 approximately
US$60 billion was expected to be spent on call center services worldwide and
in year 2010 it will be US$100 billion.
In Pakistan its future Is very bright many local and international companies are
working in this area. Pakistan is an excellent example of a nation of many
extremely fluent English-Speaking and internet literate people who have the
future thinking entrepreneurial attitude needed by USA companies looking for
outsourcing their customer support , technical support , telemarketing ,
accounting and more.
Call center can have a location as small as a corner of one's home. Bandwidth
must be subsided, internet access must be affordable and VOIP must be
viewed s a friend , not the enemy. Look at these hard facts. About 2MB of
bandwidth will host about 68 phone lines 30 Kbps per phone line. This costs
pak rupee 70000 thousands/month in Pakistan and only US$1000/Month in
USA.
 VISSION Statement

“Undisputed choice for companies looking to outsource by applying cutting

edge technology, highest standards of customer service level and
leveraging cost benefits”
 Mission Statement

Fast communication as an outbound telemarketing company is to provide high end telemarketing

service an outbound fast communication outbound telemarketing call center , we aim at through
telemarketing call enter. As an out bound

achieving the position of best telemarketing company, by being flexible and responsive to or customer
needs and expectations, by providing telesales for 24*7*365 days.

Ensuring that out bound telemarketing service requirement are adhered to throughout our processes.

Generating a high degree of employees motivation in our telemarketing agencies by providing an

environment of equal opportunities, fair treatment and scope for growth.

Operating as telemarketing providers and establishing “partnership relationship" with our outbound
telemarketing clients by providing competitive effective option.
 Objectives

The “Distributed rural areas workforce model” using many small call centers
in different rural areas , supplemented by people working from home . To
approach web services as a call center service, also to create job
opportunities and welfare of community and also to produce profit.
 Definitions:

• Company • Fast communication

• Competitive Authority/Management • CEO “Chief Executive Officer”

• Employees • means “any person employed by

the company and is paid his/her
salary out of company's account”

• Financial Year • “Means the period commencing

from July and ending in June”

• Office Timing • Different Shifts

 Organizational Structure

General Manager Chairman

CEO
 Organizational Structure

Manager Business Development:

Manager Technical
• Network administrator
• Software administrator
• Junior executive maintenance

Manager Finance
• Executive Finance

Manager Human Resource

• Executive Manager operation
 Organizational Structure

Manager Operation
Assistant Manager Operation

• Team Leader

Manager Administration

Manager Training

Centralized:
Our organization is centralized organization where control is in the hands of
management.
 Hardware and software Requirements

• Computers are required for call

centers and having LAN and WAN
setting
• High Speed Internet is needed
• Advance technology is needed
• Head phones are required for call
centers
• Manny software's are required and
a base stations required for call
center
 Call Flow

Link

India's one and only end to end

CISCO based IP network
 Organizational Culture

Our organizational culture is:

Attention to
detail Outcome
orientation
&Innovative
Risk taking

People
orientation
Organization
Culture

Team
stability
orientation

aggressiveness
 Organizational Culture (continue)

Attention to detail:
Degree to which employees are accepted to exhibit precision, analysis and attention to
detail.

Outcome orientation:
Degree to which managers focuses on results or outcomes rather then on how these
outcomes are achieved

People orientation:
Degree to which management decisions take into account the affects on people on the
organization

Team Orientation:
degree to which work is organized around team rather then individual
 Organizational culture (continue)

Aggressiveness
Degree to which employees are aggressive and competitive rather then cooperative

Stability:
Degree to which organizational decisions and actions
Emphasize maintaining the status quo.

Innovation and Risk Taking:

Degree to which employees are encouraged to be innovative and to take risks.
(employees are rewarded and punished by their good work and responsibility so they
encouraged and they take risks for innovations and for achievement of their goals.)
 Organizational culture (continue)

Our organization is an open organization where employees are encouraged by

rewards and by appreciation. Basically no work flourished without the
appreciation of low level staff we set targets for our employees and give
them rewards on achieving those targets. We give bonus every year and
also give incentives on over time and sales.
 Strategic Management Process

Our organization/call center management process:

Identify the organization's current missions, goals and strategies

External Analysis
• Opportunities
• Threats
Internal Analysis
• Strength
• Weaknesses

Formulation Strategies

Implement strategies

Evaluate strategy
 Continue…

External Analysis
Opportunities
Threats

Identify the
organization
Mission, vision
Goals and strategies Formulation Implementation Evaluation
strategy strategy strategy

Internal analysis
Strength
Weaknesses
 Strategic Management Process

Our strategies are very simple we set targets and by hard work and employees
devotion we achieve them. We first analyze our customers needs and
demands and the by planning we set our eyes on that target. We analyze
our sources before taking new project in our hands then we organize a
committee which is of ceo and general managers which assign the tasks to
team leaders. Our team leaders are completely authorize for choosing the
right person for that particular project and they control the whole line staff of
that project. By successful coordination we achieve that target.
 Competitive Strategy

We have competitive strategies for the growth and continuation of our call center
Competitive strategy is:

1. Threats of new entrants

2. Threat of substitutes
3. Bargaining power of buyer
4. Bargaining power of supplier
5. Current rivalry
 Competitive Strategy

There is always threat of new entrants and rivals so each and every company
have to work hard and also remain in touch with current market to out score
these above said factors. We have to engage some dedicated persons to
create tactics to outscore these factors which will enable us to gain market
leadership.
 Competitors Analysis

There are many competitors who threats our call center and our services by giving more services
by adopting different ways.

Major competitors are:

• 5C Alliance
• Absolutes XS, Inc
• Alt- Source
• BAS
• Call Central
• Cangue International Convergence
• CRI BPO
• Ensign Communiqué
• Wings Global
• Faisy Solutions
• Global Outsourcing.
 Conclusion

Call Center technology is evolving at the moment. A lot of changes are

taking place in the way in which companies interact with their
customers.
Eventually all Call Centers will be able to handle Phone calls, Voice
Over IP, Live Web Chats and e- mails to be positioned as market
leaders during the coming decade, business must provide best in
class customer service solutions.
Companies must continue to invert in technology to improve their
competitiveness and must look for opportunities to leverage the
Internet to streamline operations and must business practices more
effective.
THE END