Call centre industry growth faces hurdles

Humayun Kabir Bhuiyan

Mere ability to procure businesses and lack of skilled manpower are obstructing the promising call centre industry in Bangladesh to flourish.
Bangladesh Telecommunication Regulatory Commission has so far issued licenses to more than 270 firms, of which 33 are operational and the existence of the rest is merely on the BTRC’s list.
Further more, not all the operational call centres are making fortune, rather most of them are struggling to survive when only a few are maintaining their businesses at par.
According to the industry insiders and BTRC officials, less than 10 operators are doing good business.
Failure to find businesses both locally and internationally is keeping most of the license holders out of operation, they said.
Bangladeshi call centres are facing acceptability problems in getting businesses from overseas, as the clients doubt about the capability and standard of the centres due to absence of international certification. The overseas clients also want to be sure about the call centres’ IT structure and auditing.
Shakil Jowad Rahim of newly formed Bangladesh Association of Call Centres and Outsourcing told New Age that the industry is still at early stage. But the call centres could grab a good share of estimated US$ 600 billion global market should the problems of the industry are addressed.
Describing marketing as the key to success of a call centre, he said that the world would have to be informed that Bangladesh is a good place for outsourcing.
Shakil pointed out that call centres that have good foreign connections are performing well. ‘If you look at the well-performing centres, you will find at least one partner who resides abroad.’
He said that shortage of skilled and experienced manpower is one of the major problems faced by the prospective as well as serving call centre operators.
There should be adequate tanning centres to train up the prospective manpower in the industry, he added.
IT infrastructure-related problems also need to be addressed for the growth of the industry, said Shakil whose firm has both domestic and international clients.
Hello World Communications, a Chittagong-based call centre, has started operation about four months ago and is currently serving four clients from the United Kingdom.
‘We are doing well. Our clients are satisfied with the services we provide,’ said Mejbah Uddin, the chief executive officer of the company.
Encouraged by the progress, he said that they are planning expansion. ‘We through our partner in UK are negotiating with some organisations.’
Many firms are not sure about going into operation due to lack of knowledge about the industry.
CPM Systems Limited was issued the license, but yet to be operational. About the delay, its general manager Iqbal Ferdous cited lack of technical know-how, failure to find businesses and skilled manpower.
‘Now, to some extents we have overcome these problems. We have applied for connectivity. Once, we get the connectivity we will start operation,’ he said.
BTRC chairman Zia Ahmed sounded upbeat about the future of the industry.
‘Some 33 companies are functioning. Some of them are doing really well. You will have to wait one to two years for the industry to flourish. The future is bright,’ he told New Age.
Replying to a question, he said that many firms have taken licenses without having any understanding whatsoever about the business.
About issuance of licenses indiscriminately, the BTRC chairman said, ‘Whoever came licenses have been issued. If one can not do it today, he will do it later.’
Responding to a query, he said there is no regulatory barrier on part of the BTRC.
The BTRC started issuing licenses in April, 2008 during the immediate-past caretaker government with a license fee of Tk 5,000.
One of the conditions of license issuance is that a call centre has to be operational within six months. Of course, the call centres can apply to extend the time.
According to BTRC officials, initially the commission was relaxed, but now it is strict in issuing licenses.

from-newage