Intership Report New

CASE STUDY: PROSPECT OF A GLORIOUS CALL CENTER INDUSTRY IN
BANGLADESH
SUBMITTED BY
SHAFI MD. MARUF

ID: 0202093207
BATCH: 32ND,
PROGRAM: MBA
SUBMITTED TO
Dr. MUHAMMAD FARID UDDIN
PROFESSOR & PROCTOR
HEAD, DEPT OF BUSINESS ADMINISTRATION
IBAIS UNIVERSITY
SUBMITTED DATE: 10TH OF APRIL 2012
WINDMILL INFOTECH LIMITED |
Certificate of the Supervisor
This is to certify that, the study report on PROSPECT OF A GLORIOUS CALL

CENTER INDUSTRY IN BANGLADESH is done by the Shafi Md. Maruf as a partial
fulfillment if requirement of Master of Business Administration degree from IBAIS
university. This study has been carried out under my guideline and is a record of
the bonfires worked carried out successfully.
Signature & Date

PROFESSOR & PROCTOR
IBAIS University
Declaration
I do hereby solemnly declare that the work presented in this study report has been
carried out by me and has not been previously submitted to any other
university/college for any academic qualification/certificate or degree.
The work I have done, does not breach any copyright.
I further undertake to indemnity the University against any loss or damage arising
from breach of the foregoing obligation
Signature & Date
SHAFI MD. MARUF

ID: 0202093207
BATCH: 32ND,
PROGRAM: MBA, IBAIS University
April 10th 2012


PROFESSOR & PROCTOR
IBAIS University
Subject: Submission of Internship report
Dear Sir:
Here is the report on PROSPECT OF A GLORIOUS CALL CENTER INDUSTRY IN

BANGLADESH. This was assigned by you on March 31 st 2012. I have rendered my
best to implement the guideline that you provided me intermittently. The report is a
humble study on an evaluation of a glorious call center industry in Bangladesh.
It is no denying a fact that the assignment was truly an eye opener for me. I hada
very little experience of how to address such a vast but typical BPO issue to prepare
a formal paper. I can assert you that I am much enlightened than ever as far as
BPO is concerned.
Thanks you for all your support and co-operation without which its finaliztion was
about impossible.
Sincerely
SHAFI MD. MARUF

ID: 0202093207
BATCH: 32ND, PROGRAM: MBA, IBAIS University
ACKNOWLEDGEMENT
I owe a great many thanks to a great many people who helped and
supported me during the writing of this thesis paper.My deepest thanks to
Lecturer,
Dr. MUHAMMAD FARID UDDIN the Guide of the project for guiding and
correcting various documents of mine with attention and care. He has taken
pain to go through the project and make necessary correction as and when
needed.
I express my thanks to the Principal of IBAIS University for extending his
support. My deep sense of gratitude to Mr. Ershadul Haque, General Manager from
Windmill Info tech Limited, for his support and guidance.
Thanks and appreciation to the helpful people at windmill group for their support. I would
also thank my Institution and my faculty members without whom this
project would have been a distant reality. I also extend my heartfelt thanks
to my family also.
TABLE OF CONTENTS:
Back Ground of the Story

The youth of Bangladesh has always been instrumental in revolutionizing the fate of
the nation. Let it be the Language movement of 1952, the illustrious Liberation War
of 1971 or the usurping of the dictator government in 1990, the youth of

Bangladesh always stands for the righteous and paves the path of a brighter
Bangladesh.
In recent years Bangladesh has gained significant momentum on improving its
education system and skill set of human resource by ensuring modern and higher
education facilities for the youth through Government and Private sector initiatives
and investments. As many as 56 Private and 26 public universities are producing
fresh
graduates
more
than
ever
before
specializing
in
the
fields
of
Telecommunication, various sectors of Engineering, Marketing and Human Resource

Management. Their language proficiency in English is being highly tested in-terms
writing, understanding and pronunciation to meet the expectations of the
employers. After laying the basic foundation of human resource development
Bangladesh in now looking forward to proceed with the opportunity to become
outsourcing partner with many of the foreign investors for mutual benefits. It can
ensure job opportunity for the youth as well as consistent source of foreign fund for
further development of the nation.
Bangladesh is famous for its hospitable approach and the youth reflects this quality
quite superbly. The overall business sector are at their prime transformation to a
purely customer oriented market. With fresh minds, energy and enthusiasm they
are well capable of building their own destiny and attract the attention of the
foreign investors. The young generation being blessed by the modern education
and communication technology can present themselves to the global audience as
global professionals which fulfill much of the demands of international call centre
infrastructure.
The young minds of Bangladesh can offer more than just cost effective call centre
solutions. They can invent new processes, deliver quality service and ensure
optimum performance. Thousands of graduates coming out of the universities every
year can find it a reliable and attractive source of earning and even develop a
promising future career. Global economic recession has caused business especially
in the western world to be more conservative in their operational investments. On

the other hand competitive and challenging market environment demands all the
facilities to be provided and maintained in order to ensure optimum service
efficiency. In such situation many companies are finding it more sensible to
outsource their business processes mainly the call centre services in third world
countries where operational cost is cheaper because of availability of human
resource.
Apart from advantages from the policy advocacy, the members get
exclusive services from BACCO. These services include:
1. Various supports to members on issues with Government agencies.
2. Supports on issues with foreign clients / countries. Through its regular
meetings and social gathering, BACCO members will interact and network
with biggest movers of the global call center and BPO services at home an
abroad.
3. Supports on participation in international call center events.
4. Exclusive participation of events, training designed for BACCO members only.
5. Discounted facility on every event or program compared to the services to
non-members.
6. Moreover, BACCO is working to make its membership preferential to
Government agencies on various purposes
. The youth of Bangladesh can be the perfect option to gain the upper hand in
business while the efficient manpower at a reasonable cost is draining up in the
other Asian countries. The youth of Bangladesh has to be the next big thing of the
call center industry
Sl Name Contact No E-mail Web
1 a2Z BPO +8801841102040 info@a2zbpo.com www.a2zbpo.com

2 Asiana Tel +8801911393353 ceo@asianatelbd.com www.asianatelbd.com
3 ATN Call Center Ltd. +88029114881 atnccbd@gmail.com www.atncallcenter.net
4 BR International Call Center +8801745710123 info@bricc.com www.bricc.com
5
Computer
Source
Ltd.
+88029121484
masrur@computersourcebd.com
www.csinfotech.net
6
Cosmica
Call
Center
+8801711182521
info@cosmicacall.com
www.cosmicacall.com
7 Crown Information Transfer Center +8801711054403 md@citc.info www.citc.info
8
Data
One
Technologies
+8801713341410
azad@dataonetel.com
www.dataonecall.com
9 Dhaka Calls +88029117140 info@dhakacalls.com.bd www.dhakacalls.com.bd
10 Eva Telecommunication +8801716416947 md@evatele.com www.evatele.com
11 E-Vista Technologies +88029122771 ceo@mentors.com.bd www.evistatech.com
12 GETCO Business Solutions Ltd. +8801711520180 iqbal.ahmed@getco-bsl.com
www.getco-bsl.com
13 Grameenphone Limited +8801711500797 ferdous.ahmed@grameenphone.com
www.grameenphone.com
14 Hello World Communications +8801715444433 mezbah@helloworldbd.com
www.helloworldbd.com
15
HMC
Technology
Ltd.
+88028861191
info@hmctechno.com
www.hmctechno.com
16
IJ
Corporation
+8801711761424
iqbal@ijcorporationbd.com
www.ijcorporationbd.com
17 InGen Technology Limited +88028861234 arif@adnsl.net www.ingenbd.com
18 Iqura Media Call Centre +8801713049750 arkanullah_harooni@yahoo.com
www.imccbd.com
19 I-Tel Solution +8801713044866 pearsonsbd@gmail.com www.i-telsolution.com
20 Just Call +8801711796923 chairman.justcallbd@gmail.com www.justcallbd.com
21
Legato
Services
Ltd.
+8801678096661
delwar.hossain@legatobd.com
www.legatobd.com
22 MARS Solution Limited +88029126582 ferdous71@gmail.com www.mars.com.bd

23
MCL
Hotline
Bangladesh
Limited
+88029135954
info@mclhotlinebd.com
www.mclhotlinebd.com
24
Meenhar
Call
+8801819300404
info.meenharcall@meenharbd.com
www.meenhargroup.com
25
Megabyte
Trade
(Pvt.)
Ltd.
+88029103262
info@megabytetrade.com
www.megabytetrade.com
26 MexCall +88028855103 info@mexcall.net www.mexcall.net
27
Onecall
Soutions
Pvt.
Ltd.
+88029892949
shakil@onecallbd.com
www.onecallbd.com
28
Rupganj
Online
Limited
+88028191268
rupganjonlineltd@yahoo.com
www.rupganjonline.com
29 Saj Telecom +8801911532421 info@sajtel.com www.sajtel.com
30 Service Solutions Pvt. Ltd. +8801191313313 info@sslbd.net www.sslbd.net
31
Skytel
International
(BD)
Ltd
+8801715106910
md@skytelcc.com
www.skytelcc.com
32 Smart Technologies (BD) Ltd. +88028622733 zahir@smartbd.net www.smartbd.net
33
South
Asia
Multi
Media
+88028911234
info@callsouthasia.com
www.callsouthasia.com
34
Stamford
Group
+88029129342
anisur@stamforduniversity.edu.bd
www.365solution.com
35 Sun Info-Tech Ltd. +8801713116136 md@suninfo-tech.com www.suninfotech.com
36
Superior
Internet
Solutions
Ltd.
+8801727169947
seth@superiorroi.com
www.superiorroi.com
37 SuperTel +8801914202610 emrana@supertel.com.bd www.supertel.com.bd
38 Syntax Solutions +8801672423322 info@syntaxbd.com www.syntaxbd.com
39
TechnoVista
Limited
+88028952704
info@technovista.com.bd
www.technovista.com.bd
10
40 Telemedicine Reference Center Ltd +88028143894 zakir.sikder@gmail.com

www.trclcare.com
41 Times ASL Call Center +8801713214665 info@timesasl.com www.timesasl.com
42 Trade Textile Bangladesh. Com Limited +88028833463 info@wintelbd.com
www.ttbcbd.com
43 VIRGO +8801713002220 ahmadul.hoq@virgocc.com www.virgocc.com
44
Windmill
Infotech
Limited
+88029892949
info@windmillbd.com
www.windmillbd.net
45 Wintel Limited +88 02 8833463 faisal@wintelbd.com www.wintelbd.com
46 ZAP Technologies Ltd +88029127776 rajib@zaptechbd.com www.zaptechbd.com
Bangladesh Association of Call Center and Outsourcing
Bangladesh: The next destination for International Clients
The booming offshore industry is now an integral part of the contact centre
profession. Forrester Research predicts 750,000 British jobs will move offshore by
2015. Overseas governments now realize that tapping some of the "golden flow" is
a national priority.
There are reasons to believe that the current global recession may have opened up
a new gate of opportunity for Bangladesh to catch-up on. After all, the primary
reason why western companies opt for offshore outsourcing is cost. And that is
precisely where Bangladesh has a competitive advantage, even over other Asian
countries. With the global economic meltdown, many companies of the west as well
as of the east are under tremendous cost pressure. Countries like Bangladesh are
now prepared to gain from these circumstances. Clearly, there are large differences
between Asia-Pacific countries in terms of their offshore industries. Bangladesh is
racing ahead of all other countries in the region in terms of Quality customer
service.
11
Profitability and prospect

Based on a survey, Frost and Sullivan Inc, Research Company IDC predicts that the
call centre business will grow by US$1.2 billion in 2009 to over $4.0 billion in four
years in South Asia. By taking its share, Bangladesh is ready to take the challenge
of changing its traditional image to become information-technology oriented. The
workers of Bangladesh provide manual labor locally and globally. Bangladesh is now
capable enough to provide knowledge-based service. Entrepreneurs and the young,
who are proficient in speaking English, are showing interest in call center training
Bangladesh has the potential to become a prime outsourcing destination for a
number of reasons:
Low cost: As the labor cost in other Asian countries is rising, Bangladesh is ready
to take the opportunity. The most obvious competitive strength for Bangladesh is
affordable salary for programmers and other technical and non-technical resources.
Experienced software developers are available at salaries below $700 per month.
Entry level computer science graduates, as well as non technical skilled resources
cost significantly less. The highest pay in the public sector in Bangladesh is Taka
23,000 or about $ 325 per month. Any country with an annual salary below
$15,000 is considered to be extremely competitive when it comes to off shoring and
very few countries in the world can match Bangladesh in this regard.
Availability of high quality resources: A wide range of statistics on the number
of IT professionals in Bangladesh is available. If we take an average, the number
would come to around 100,000. Computer Science and Engineering students from
Bangladesh have performed brilliantly in international programming competitions. A
large number of our graduates have been recruited by renowned ICT companies all
over the world. The universities, colleges and vocational institutions in Bangladesh
are pumping out a large number of English proficient graduates in all disciplines,
including business and technical fields, to support off shoring of non IT services.
12
Communication: When it comes to accent, Bangladesh is in a more advantageous

position compared to the other nations in the region. Studies show that young
Bangladeshis were more receptive to training and can better adapt to British or
American accent.
Advantage of Time difference: Time zone-wise also, Bangladesh, with a 12-hour
difference with the USA and six hours with the UK, enjoys an advantage.
Communication
infrastructure:
Bangladesh
now
has
high
bandwidth
submarine cable link to the rest of the world. Communications infrastructure within
the country has also improved substantially with fiber optic backbones being laid
out in major cities. Internet coverage has spread tremendously with GPRS, Edge,
and other wireless technologies.
Favorable Government Policies: The Government of Bangladesh provides a
number of noteworthy incentives to anyone willing to invest in the off shoring
industry in Bangladesh.
It is reassuring that recently, BTRC and BTCL agreed to offer competitive tariffs and
supportive facilities. The commerce minister also assured all entrepreneurs, willing
to invest in call centers, of full support from the government.
To summarize, the most fundamental ingredient to attract offshore outsourcing is
the availability of skilled resources at an affordable cost. And that's precisely where
Bangladesh has an edge over most of the other countries in the world. This sector
is now ideally positioned for take-off.
Vision 2021: Digital Bangladesh
13
Digital Bangladesh is a dream of everyone which is a process where IT is used for

management,
administration
and
governance
to
ensure
transparency,
accountability and answerability at all levels of society and state.

The golden jubilee of the independence of Bangladesh would be observed in 2021.
The country has already fixed its target of achieving 'Digital Bangladesh' by that
time. It is a timely expectation for proper positioning the country among other hitech countries globally. A country goes digital means it will be an e-state means all
its activities of governance, commerce, education, agriculture etc., will be powered
by computer and internet. Today information and communication technology (ICT)
drives the technological and economic advancement of the developed as well as
emerging economies. The goal of establishing such digital country would bring
success in the ICT sector, which cannot be ignored in this 21st century. Today the
entire world is gradually becoming a Digital Planet. Almost every state is heading
towards a knowledge-based society. Bangladesh is the country where the
potentiality of IT related business is very high. Bangladesh has an underdeveloped,
yet a very promising ICT sector. With the current potential, Bangladesh should have
generated at least $32 million a year through outsourcing and other services.
A very first step for 'Digital Bangladesh' will be to spread the ICT education
throughout the country. Internet facilities will be made available to the remotest
corner of the country at a cheaper rate. The speed of the internet will be made
maximum to get the benefit of the time. Market will be broadened both in and
outside the country for software, outsourcing and programming. Hardware plant will
be established in the country.
Number of reasons:
14
Bangladesh is already connected with SEA-ME-WE4 submarine fiber-optic cable

connection. The government is working to set up a state of the art Hi-Tech Park
with a view to flourishing the ICT sector. At present, the ICT sector falls under three
separate ministries, namely post and telecommunication, science and technology
and information. They are trying to bring the ICT sector under a single umbrella to
ease policy implementation and realize the potential. A holistic approach will be
taken by all the stakeholders to reach the ICT facilities to the doorstep of the
common people. The Government has taken the initiative to hand over a computer
to every child of the country. The broadband internet charge will be reduced at
minimum level.
The latest business news to grip the nation is the much-hyped about advent of the
call center industry. With the overall Call Center outsourcing market expected to
grow steadily and reach $20.1 billion in revenues by 2012 from $19.5 billion in
2005, this sector undoubtedly offers many opportunities for .It has been claimed
that Bangladesh can take advantage of the rising costs of operating call centers in
other Asian countries in recent years by utilizing its low wages and large labor
force.
The country can attract multinational companies who are keen to lower costs by
outsourcing customer call centers in countries with low labor costs.
CALL centers have created opportunities for the young looking for jobs, the
entrepreneurs avenues for businesses, and the government to fulfill its promise of
'Digital Bangladesh'.
Therefore, it is the expectation of the mass people to create a SMART (simple,
measurable, accountable, responsive and transparent) 'Digital Bangladesh' and
establish a knowledge-based society within 50 years of her independence in 2021.
15

Experience the wonders of Bangladesh
For thousands of years a long list of regional empires and European traders fought
for control of the water-logged land now called Bangladesh.
Before Bangladesh was liberated in 1971 through a bloody war against the tyrant
Pakistan oppressors, it was under the rule of the British Empire for more than two
centuries. Through out all this time, the people of Bangladesh acclaimed the fame
of a brave nation and under the leadership of the father of the nation Bangabandhu
Sheikh Mujibur Rahman, the country and its people created a place with pride in
the world map.
Bangladesh has a rich, diverse culture. Its deeply rooted heritage is thoroughly
reflected in its architecture, dance, literature, music, painting and lifestyle. The
three primary religions of Bangladesh (Hinduism, Buddhism and Islam) have had a
great influence on its culture and history. Bangalees have a rich fictional legacy,
with the first available form of literature being over a thousand years old. Bengali
literature developed considerably during the medieval period with the rise of
popular poets such as Chandi Das, Daulat Kazi an Alaol. The legacy of
unprecedented poetry continued as poets like Rabindranath Tagore, Kazi Nazrul
16
Islam, Jashimuddin and others paved their path to immortality. The traditional
music of Bangladesh is very much the same as that of the Indian sub-continent.
The music in Bangladesh can be divided into three main categories: classical,
modern and folk. Contemporary, pop songs and bands are also enjoying more
widespread fame, but are mainly popular in the regions of Dhaka City.Tribal dances
are very popular among the people of Bangladesh. The countryside girls are in the
habit of dancing to popular folk music.
Drama and theatre is an old tradition that is very popular in Bangladesh. More than
a dozen theater groups in Dhaka City have been regularly staging locally written
plays for hundreds of years. The cultural heritage of the nation has been attracting
people from all over the globe. Bangladesh has continued its auspicious journey of
cultural excellence with imposing pride. Another important aspect of the culture of
Bangladesh is clothing. Bangladeshi woman usually wear Saris, made of the world
famous and expensive, finely embroidered quilted patchwork cloth produced by the
village woman. Bangladesh has a rich tradition of Art. Specimens of ancient
terracota and pottery show remarkable artistry. Modern painting was pioneered by
artists like Zainul Ahedin, Qamrul Hasan, Shafiuddin Ahmed, and S.M. Sultan.
Zainul Ahedin earned worldwide fame by his stunning sketches of the Bengal
Famine in 1943.
Bangladesh, land of enchanting beauty, is endowed with almost all the natural
potentials to attract tourists. The country offers the most exciting experiences to
visitors, ranging from closeness with nature at its pristine best to a culture trip into
civilizations old and new. All her six seasons vibrate with fairs, festivals, mirth and
merriment. All riverine beauty, colorful tribal life and simple village life of the
friendly millions are main motivational factors for the potential visitors.
Most outstanding places in Bangladesh also include Cox's Bazar Beach, Kaptai,
Chandanpura mosque, Kuakata Beach, Rangamati Lake, tribal life, Sylhet Tea
Garden and wildlife of Sundarbans. Other places of tourist attractions are Shilaidaha
Kuthibari, Kushtia,(a memory place of Nobel laureate Rabindranath Tagore),
17
Sagordari in Jessore, Mujibnagar memorial, Gandhi Asram, Jamuna Bridge, Trishal

and Sri Chaitanya Temple.
The two unexplored natural sites-the Cox's Bazar beach and the largest mangrove
forest Sundarbans-have been placed among the top 77, out of nearly 440 naturally
important places across the globe, in the New7Wonders competition .
Of the 77, the panel of experts of the New7Wonders has selected Sundarbans as
top 28 finalists.
Cox's Bazar has the world's longest unbroken sea beach. The shark free waters of
the Bay of Bengal and the soft carpeting of silvery sand attracts more tourists than
anywhere else in Bangladesh. The ornamented temples and pagodas, Burmese
market and the vibrant culture of the indigenous people are the main attractions
here other than the beach. The beaches of Moheshkhali and Sonadia Island and the
lush green scenic beauty of Himchhari along the beach are also popular tourist
spots.
The Sundarbans delta, the largest mangrove forest in the world is a UNESCO World
Heritage site. It lies at the mouth of the Ganges and is spread across areas of
Bangladesh and West Bengal, India. The Sundarbans is intersected by a complex
network of tidal waterways, mudflats and small islands of salt-tolerant mangrove
forests, and presents an excellent example of ongoing ecological processes. The
area is known for its wide range of fauna. The most famous among these are the
man-eating Bengal Tigers, but numerous species of birds, spotted deer, crocodiles
and snakes also inhabit it.
Moreover, the uniqueness of present day Bangladesh with its friendly hospitable
people, tantalizing cuisine, quaint local customs, wide array of delicately handcrafted ware, artistic and cultural happenings are an added bonus.
18
Bangladesh Telecommunication Regulatory Commission (BTRC):

Paving the path for a new frontier
Bangladesh Telecommunication Act (Act 18 of 2001) paved the way for the
establishment of Bangladesh Telecommunication Regulatory Commission (BTRC).
Bangladesh Telegraph and Telephone Board (BTTB) had the sole monopoly until
mobile
phone
technology
flourished
and
foreign
companies
(trans-national
corporations) started operating in Bangladesh.

mobile
phone
technology
flourished
and
foreign
companies
(trans-national

mobile
phone
technology
flourished
and
foreign
companies
(trans-national

Drama and theatre is an old tradition that is very popular in Bangladesh. More than
a dozen theater groups in Dhaka City have been regularly staging locally written
plays for hundreds of years. The cultural heritage of the nation has been attracting
people from all over the globe. Bangladesh has continued its auspicious journey of
cultural excellence with imposing pride. Another important aspect of the culture of
Bangladesh is clothing. Bangladeshi woman usually wear Saris, made of the world
famous and expensive, finely embroidered quilted patchwork cloth produced by the
village woman. Bangladesh has a rich tradition of Art. Specimens of ancient
terracota and pottery show remarkable artistry. Modern painting was pioneered by
artists like Zainul Ahedin, Qamrul Hasan, Shafiuddin Ahmed, and S.M. Sultan.
19
Zainul Ahedin earned worldwide fame by his stunning sketches of the Bengal
Famine in 1943.
Functions of the BTRC:
1. To regulate establishment, operation and maintenance of telecom services in
Bangladesh
2. To control and abolish discriminatory practice and ensure level playing field
for the operators for healthy competition.
3. To hear and resolve objections, disputes and complains through public
hearing and issue injunction and enforcement orders.
4. To grant license for establishing, operating telecommunication system,
providing telecom services, using radio apparatus.
5. To issue technical acceptance certificates
6. To allocate frequency, monitor and manage spectrum
7. To renew, suspend or cancel license, permits and certificates
8. To approve tariff and call charges among the operators and levy charges.
9. To inspect telecom installation and terminal apparatus etc.
10.
To stop interference caused by one operator to the anothers service

systems
11.
To issue permission as to right of way of the operator to his

installation
12.
To frame regulations as to procedure and other aspects for carrying

out the purpose of the Act.
20
13.
Seize
illegal
equipments
and
apparatus,
arrest
the
offenders,
investigate into the commission of offence by its own officer and submit
charge sheet.
Over the past few decades, Information and Communication Technology (ICT) has
taken the center stage to revolutionize the developed country. ICT is the backbone
of any digital initiative. ICT covers the vast area of information technology,
communication technology and of course the telecommunication technology;
categorically processing of information and ensuring connectivity. It is continuously
working to increase consumer awareness in building telecommunication and ICT
services.
In Bangladesh, the total number of mobile phone active subscribers has reached
47.97 million at the end of July, 2009. The number of subscribers is quite huge.
Competition is vibrant in Bangladesh's telecommunication industry and consumers
have started dominating the market. The role of operators towards consumer
satisfaction has attained a new dimension.
Proud participation at the Birmingham Call Center Expo 2008
Bangladesh took part at the world's largest Call Centre Expo at NEC, Birmingham
on 16-17 September 2008, where seven private-sector Call Centre Companies from
BACCO (Bangladesh Association of Call Center and Outsourcing) participated under
the overall co-ordination of Bangladesh Telecommunication Regulatory Commission
(BTRC). Chairman, BTRC, Chairman, the Board of Investment and Secretary,
Ministry of Post and Telecommunication were present at the expo.
The Expo provided an effective platform to the Bangladesh delegation to project the
country's ICT potential, particularly in the Call Centre sector. Bangladesh is
prepared to make a clear presence in the international Call Centre business today.
21
BTRC arranged a presentation on the telecommunication industry, explaining why

Bangladesh could be a good destination for call centers of big UK companies.
UK companies have shown interest in setting up call centers in Bangladesh after the
presentation.
Viewers expressed their opinions that Bangladesh is not just a country of natural
disasters but it has resources in abundance and the telecommunication sector offers
huge potential with world class service. Foreign companies showed interest to come
and invest in this budding industry.
Bangladesh delegation also took part at seminars organized in London on 18
September and Birmingham on 17 September to attract the members of expatriate
Bangladeshi community in the UK to this emerging service sector.
This year, again, the fair will be held in Birmingham, UK. Organized by BTRC and
BACCO jointly, the participation will be more colorful this year as the call center
industries in Bangladesh are matured enough to serve the international market.
The BOI also includes a Utility Service Cell that offers pre-investment counseling,
facilitation of utility connections, and assistance with import clearance and
warehousing licenses.
BOI offers Welcoming Service to the visiting foreign investors. The service includes
reception at airport, hotel booking, transport arrangement and drawing up itinerary
in accordance with the need of the foreign investors visiting Bangladesh.
BACCO in SME Fair 2009
The Fourth SME Fair-2009 organized by FBCCI was held during 24-27 May 2009 at
Bangladesh-China Friendship Conference Center with a view to introducing SMEs
22
products to local and foreign buyers and inspire the entrepreneurs of small
ventures. Commerce Minister Faruk Khan visited stalls after the inauguration.
Commerce Minister Col (retd) Faruk Khan inaugurating the fair. In his speech
Honorable Minister said that the government was considering further reduction of
interest on bank loan for the Small and medium Enterprise (SME) sector, which is
playing a major role to keep local economy vibrant. He said the government is
giving priority to the SME sector and would provide necessary support for its
desired growth to enable it play a major role in economy and generating
employment.
A total of 86 local companies displayed their products at 108 stalls at the four-day
show.
BACCO (Bangladesh Association of Call Centers & Outsourcing) participated in the
Fair which attracted lots of local and international clients. It represented various
outsourcing companies and their services that operate currently in Bangladesh .A
lot of hi tech companies have showed their keen interest to BACCO on outsourcing
quality customer services. BACCO also represented the possibilities of opening an
outsourcing company in Bangladesh and how companies can be benefited through
outsourcing.
Proud participation at the Birmingham Call Center Expo 2008
World Telecommunication and Information Society Day (WTISD) is celebrated
annually on 17 May since 1969 to mark the anniversary of the signing of the first
International
Telegraph
Convention
and
the
creation
of
the
International
Telecommunication Union.
The theme of WTISD'09 this year was "Protecting children in cyberspace. To
popularize
the
concept
and
to
ensure
youth
participation,
Bangladesh
23
Telecommunication Regulatory Commission (BTRC) organized this two day colorful

program.
BTRC designed the event to encourage the youth of Bangladesh to contribute in
building ICT based nation. Maximum participation of mass people were ensured
through operated various promotional campaign, such as, decoration of main roads
with placard, poster, colorful papers and there was also a fastidious theme song.
Various quizzes, essay competition, illustration competition, gaming contest for
various level of students and people, seminar, ICT classes was also arranged to
enhance the importance of the event. Significant number of school and college
students visited the event.
Community radio, WiMax Services, 3G Solutions also attracted the interest of
visitors. Besides these, PSTN Association, AFD, BASIS, BCS, BACCO, Huawei,
Vehicle tracking (NITOL), Amateur Radio, Drik/Telnet, TIOB, BSTeh, ISPAB, Cyber
Caf Association (CCOAB), Hosting Help 24-Free Online Earning also participated in
the event.
Among them BACCO is an important one. BACCO members decorated BACCO stalls
very pleasantly with a live international Call Center demo. A lot of hi tech
companies have showed there interest on outsourcing quality customer services to
BACCO.
Honorable Minister of the Ministry of Post and Telecommunication, Honorable
Minister of the Ministry of ICT, MPs, Local Mayor, Secretary of the Ministry of Post
and Telecommunication and Chairman, BTRC visited the stalls. The stalls presented
the development process of call centers that are being successfully outsourced by
large multi-nationals companies (MNCs) to other regions of the world (for example
Philippines, India, West Indies). It also focused on how country like Bangladesh are
changing to high-tech hubs, information technology (IT) , services and how
Bangladesh can exploit the full benefit of offshore market with the help of a vast
24
cost-effective
workforce
of
educated,
English-speaking
personnel,
low-cost
technology, and proper government.

A significant number of school and college students also visited stalls and collected
information and met queries. BACCO stalls attracted students most. Lots of fresh
students have stated their intense interest to be trained up and work for call
centers.
Besides students, service holders, social workers, businessmen and people from
various walks of life visited BACCO stall.
At the end of the Closing Session prizes were distributed among the winners of the
competitions.
25
WINDMILL INFOTECH LIMITED

About US
What you can expect from us
At Windmill Infotech we always ensure you to the best services from us.
1. Fast turnaround of your project
2. Cost savings and revenue increase
3. Significant improvement in the quality and productivity of your
business
We make it easy for you to work with us
We strive to make customers comfortable with Windmill Infotech by making
the process seamless and hassle-free. The Windmill Infotech team is willing
to go the extra mile by ensuring that we are always there for our customers.
1. A customer engagement team to service our customers 24 hours a day
2. A dedicated team that is focused on project management.
Our portfolio
26
As this is an information era, we should also keep rolling with the

updating world. Developing countries have such service so why we
havent? We, Windmill Infotech are the most veteran call center
compared to others in Bangladeshi call center market because we are
organized from 2007. We are working for this one year for tm
Bangladesh, Unilever etc; we have also worked for health nutrition
campaign for the society. We have managed numerous outsourcing
ventures ranging from call center and healthcare services to cad,
engineering and research/analysis services. Read our success stories
and contact us for your requirements.
Our strengths
27
As call center is a new concept for Bangladeshi market, it can be very

significant for our economy too. We at Windmill Infotech believe in the
organization wide mantra of "quality drives performance". If we can run our
superiority constantly in future we could detain the sustainable value at
global market. Our strengths are lies in:
1. Understanding your needs
2. Excellent communication skills - good command over both written and
spoken English
3. Outsourcing expertise - streamlined 5-step process
4. Deep domain knowledge in diverse fields
5. Excellence in executing short and long-term projects to your specific
requirements
6. Exploiting the full potential of the internet to get and execute projects
Our team
We've got a talented bunch of management graduates, business
analysts, customer service representatives, sales and marketing
professionals, graphic designers and writers on our energetic team.
Our people have a keen understanding of all the nuances of the BPO
domain. They have extensive experience in the ITES segment, having
worked in operations and business development in senior management
roles.
Our management team
28
Our management team is a melting pot of talent and experience, drawn

from a variety of fields. Their valuable exposure to the workings of
international markets helps them clearly understand the global perspectives
of our customers.
Our expertise
We
provide
complete
outsourcing
solutions
through
unique
5-stage process:
1. Situation analysis - we analyze your requirements and identify the
"outsource-able" components.
2. Pilot program - we will carry out a pilot project even before the
contract is signed.
3. Transition management - we ensure flawless performance during
critical phases when your project is moved offshore.
4. Project management - we manage both the business and the
execution aspects of your project.
5. Customer relationship management - we make it easy for you to
do business with us.
Infrastructure and security
We have state-of-the-art computing and communication technology

with UPS for power backup and our own power generator in the event
of power failure. Our Internet and telecom technologies in the Banani
net center provide the perfect platform for customer service and
29
support on par with industry standards. We use some of the latest

security technologies to ensure data integrity for our customers.
Confidentiality and privacy

We at Windmill Infotech are sensitive to customer concerns and ensure
absolute confidentiality and privacy of any information that is given to us.
Customers can specify their preferred method of contact with us and we will
not disclose their identity without their expressed or written consent.
Outsource to Windmill Infotechs and stop worrying about the security of
your
data.
At
Windmill
Infotech,
we
take
the
security,
privacy
&
confidentiality concerns of our customers very seriously and have taken

adequate steps to ensure that the confidential information of our customers
is kept secure.
Our Vision
30
Our vision is to be a values-based global organization, providing customercentric solutions to the highest standards of excellence, creating value to all
stakeholders.
Our Philosophy
Our work doesn't begin and end with the execution of our customer's
project.
Our vision is to be a world class outsourcing company and at the heart of
this vision, lies the core concept of responsibility. At Windmill Infotech we
believe we are responsible - to our customers, to our employees, and to
society at large. Sharing our knowledge and expertise to create value is our
ultimate goal.
Our Commitment to Bangladesh and the Planet

Windmill Infotech looks beyond the boundaries of business to spearheading
positive changes in society. We seek to be catalysts in starting sustainable
social entrepreneurship projects to help improve the lives of poor people,
open up markets to break exploitation, improve health and the environment
and bridge the digital divide.
SERVICE:
Data management services
Data entry services
31
Do you require fast online data entry services but dont have the time or the
resources. Outsource data entry to Windmill Infotech and get access to
specialized data entry services that can give your organization a competitive
edge.
Spiraling volumes of data is a common issue in a growing firm. The delays
due to the processing of data can also impact customer satisfaction leading
to a loss of customers, which could have a negative long-term effect on
revenues and growth. Plus, the overall data management costs increase
significantly. The handling cost of documents comes to about 6% to 15% of
all the revenues of a company. About 85% of all archived documents never
leave
the
filed
documents.
Our data entry services:

Our services include, document scanning and a combination of key-fromimage and advanced data capture and recognition technologies
1. Volume data entry (handwritten / printed)
2. PDF conversion
3. Open-ended research coding
4. Scanning, OCR cleanup
5. Bulk bill/order processing
6. Abstracting and indexing
32
7. Medical/insurance claims - compliant with HIPAA (HCFA, UB 92, ADA94)

8. E-books publishing
9. Catalog conversion and digitization
10.
Data extraction, tabulation and analysis
11.
Online data entry and remote verification
12.
Internet research, email mining and customized list making
13.
HTML/XML/SGML coding with DTD design
The data input can come from paper documents, image files, old databases,
microfilms, and output could be in ASCII format, COBOL, PDF, Ms Word, Ms
Excel, SGML, HTML, XML. Our outcome is a clean, accurate, uniform digital
file, formatted to your specifications.

Data processing services
Data processing in the new dynamic digital business milieu brings increased
costs and competition in the operational methods of global organizations
along with growing customer demands. Outsourcing data processing
becomes critical in finding solutions to the challenges faced in the day-toWINDMILL INFOTECH LIMITED |
33
day functioning of any business. We have been providing data processing

services which are designed to meet the specific needs of document
intensive organizations all over the world. We create, process, and distribute
mission-critical information for companies and businesses of all kinds and
sizes. A proven track record and longstanding goodwill created among a
number of potential customers has given us an edge over our competition.
This, combined with the support of state-of-the-art infrastructure, an
experienced team of professionals, and the ability to change and update with
the latest market trends and requirements has helped us acquire our niche.
Outsourcing your data processing services to Bangladesh can help you
generate more revenue, achieve higher growth, and attract more partners,
investors, and acquirers. Outsource your data processing to Bangladesh and
benefit from cost-effective services.
Outsourcing data processing helps in.
Management of huge volume of information makes it tiresome to manage
diversified users
1. Multiple data input types
2. Inconsistency in data
3. Reduction in data complexity
4. Cost advantage of over 60%
5. Generating important summary statistics on data
6. Creating powerfully illustrated tables
7. Creating percentile rankings and distributions
8. Performing rank order analysis on data
34
9. Data extraction from unstructured content to build spreadsheets and

databases
We are equipped to handle a wide range of projects:
1. Entering product descriptions from hard copy catalogues to online
customer web based system.
2. Data mining
3. Entering foreign language directories into a database manually.
4. Image conversion including cropping, resolution setting, clipping paths,
color correction, image correction etc.
5. Categorizing comments then coding and converting them to xml for
analysis.
6. Converting data from PDF files to excel.
7. Legal document preparation and organization.
8. Digitizing courthouse records and extracting property legal descriptions
for title companies.
9. Redrawing from architectural or industrial paper drawings to cad
formats.
10.
Victimization to convert raster images of paintings web logos
cartoons to vectors.
11.
Form processing using ocr or by hand if necessary.
12.
Photo touch up or removing the back ground from large volumes
of photos.
35
13.
Preparing, formatting and designing books and e-books for
publication.
What we can do for you?
Windmill Infotech employs different conversion tools for the conversion of
electronic data from its
present format,
whether it is currently in
spreadsheet, word processing, or desktop publishing applications. We use

customized in-house software for the conversion of data into a usable
electronic format in the case of data in print format we make use of state-ofthe-art
scanning
facilities.
Our
expert
technical
support
staff
scans
documents or images for conversion into a digital format. We maintain an

editorial staff proficient in manual data entry, as well as proofing and
editing, ensuring that the data entered is accurate. Our universal data
conversion
solutions
are
ideal
for
corporations,
news
organizations,
publishers, educational institutions, libraries, etc., or to any information

intensive
organization.
Our digitization service division is well equipped to handle highly complex

publishing solutions such as mathematical and scientific books, texts,
journals and newsletters. Our expertise is built around a team of
experienced editors, researchers and proofreaders, imaging and scanning
technologies and document management standards that conform to global
standards.
36
Our digitization services are available in the following formats:

1. XML
2. SGML
3. XHTML
4. MATHML
5. CML
6. THML
7. MSREADER
8. ADOBE
9. PALMDOC
10.
HTML
11.
PDF

Data conversion services
In any large project, a huge amount of data needs to processed and
converted into a clear and concise form. This clarity is required to calculate
the actual economic benefits that will flow from any project in the future. By
outsourcing your data conversion to Bangladesh, you can benefit from costeffective
services.
After the data conversion process is completed, we can deliver data in any of
the following structured file formats
37
1. ASCII
2. Binary
3. Microsoft Access
4. Microsoft Excel
5. Microsoft SQL Server
6. PDF
7. XML
8. Microsoft Word Perfect
9. Database
10.
HTML
Network management
Network management undoubtedly happens to be an important aspect of
system integration for telecommunication nodes. We, at Windmill Infotech,
have been catering to our huge client base with our immense knowledge and
expertise in this sphere. Like all our telecom-related solutions, our success
stories in the said domain revolve round our expert handling of the individual
features of system integration network management, fault-tolerance, highavailability,
scalability,
etc.
Our in-house development of a generic, complete system framework for

telecom service providers (other than the distinct client-cases) has brought
us
recognition
and
renown
in
this
sphere.
38
Our core development team has so far worked on several services projects,
proposing and
designing network
management
systems
for different
environments such as ss7 nodes, sip servers and others. Some of the salient
features incorporated as part of these solutions include:
1. Alarm (with alarm coalition facility)
2. Database support for storing mibs/snmpv2 configuration data
3. Health management and redundancy configuration support
4. MIB definitions as in smiv1 and smiv2 formats
5. Provisioning at initialization time
6. Run time configuration
7. Status/statistics (on demand and regular checks)
8. SNMP (v2c) based interface towards OEM
9. Supports parsing of MIB files
10.
Support for traps and informs.
Support for traps and informs.

1. We are engaged in the designing, development and testing of network
management solutions.
2. We develop SNMP interface to your system.
3. We also engage in the integration of modules with features like
network management, fault tolerance (monitor), logging, IPC, system
shutdown/restart/stop options.
Outsourcing call center inbound services to Windmill Infotech
39
Windmill
Infotech
call
center
inbound
services
primarily
focuses
on
maximizing business and profits for our customers. Our contact center
inbound services are based on superior product and industry knowledge
garnered over the years of experience that we possess in the offshore call
center services industry. Our experience and a proven track record make us
versatile in our approach and thereby enable us to meet the requirements of
our
call
center
customers.
We have extensive experience in providing inbound call center outsourcing

services to global call center customers in varied industries, such as travel,
real estate and airlines and banking. Outsource inbound call center solutions
to Windmill Infotech and benefit from strategic contact center services that
help you attain your business objectives and stay ahead of competition.
Windmill Infotech call center inbound services
1. Phone answering services
2. 800 answering services
3. Order Taking Services
4. Product information services
5. Up-selling and cross-selling services
6. Claims processing services
7. Billing queries services
8. Sales closure services
9. Subscription services
10.
Order entry services

40
11.
Answering services
12.
Scheduling sales demos services
13.
Event scheduling services
14.
Directory inquiry services
15.
Payment collection services
16.
Charge back handling services
17.
Real time inventory status services
18.
Ticketing sales subscription services
19.
Rebate processing services
20.
Insurance claims processing services
21.
Product recall management services
22.
Registration of event and trade show participants and prospects

services
23.
Warranty registration services
24.
Job dispatch services
Why outsource call center inbound services to Windmill Infotech?

1. Expert
call
center
professionals:
we
have
qualified
call
center
professionals who have extensive and relevant expertise in handling inbound

sales, answering service calls & ensuring customer satisfaction.
2. Competent training programs: we provide efficient and relevant training
programs to give our inbound call center employees a cutting edge, both in
terms of linguistic ability and process knowledge.
41
3. Transparency: our inbound call center infrastructure and company policies

offer complete transparency in operations.
4. Extensive experience: we have vast experience in supporting over 300
global partners in planning, designing and implementing call center networks.
5. 100% voice recording: our 100% voice recording ability enables us to view
voice envelopes of customers and agents separately and find exceptions by
analyzing data that is tagged with calls.
Benefits of outsourcing contact center services to Windmill Infotech

1. Remote call monitoring facilities
2. Superior reporting capabilities
3. Enhanced market coverage
4. Domain expertise in account management
5. Experienced inbound call center professionals
6. Enhanced market testing capabilities
7. Quicker ramp-ups, launches, and roll-out of new campaigns
8. Save more than 50% on call center operating costs
9. Stringent quality control processes that ensure best-of-breed call center
solutions
10.
Efficient transition management process
11.
Web-based reporting facilities
12.
Latest inbound call center software
Outsource outbound call center services to Windmill Infotech

42
At Windmill Infotech, we can help you connect with your customers with our
complete range of outbound call center services. With our domain expertise in
outbound contact center solutions, high-level of expertise and experienced
outbound sales center agents, you can be assured of quality services.
Outsource outbound contact center services to Windmill Infotech and we will

help you to increase your sales, follow-up your mailings, test unknown
markets, develop good customer relationships and make your business a
success. Outsource now and get access to these advantages.
Windmill
InfoTechs
outbound
call
center
services
We offer an entire range of outbound BPO services

1. B2c and b2b customer acquisition
2. Lead generation
3. Appointment setting
4. Tele surveys
5. Customer loyalty programs
6. Information gathering
7. Direct sales
8. Welcome call
9. Sales lead follow-up
10.
Service satisfaction follow-ups
11.
Database enhancement
12.
Sales verification
43
13.
Warm calling/existing clients/referrals
14.
Cold calling campaigns
15.
Product/service promotion
16.
Market research & survey
17.
Mortgage lead generation
18.
E-mail follow up
19.
market intelligence
20.
database selling
21.
direct mail follow-up
22.
Product promotion
23.
Debt collection
Why outsource outbound call center services to Windmill Infotech?

1. Capability to handle large call volumes
2. Stringent processes
3. Ability to provide varied outbound sales center services
4. State-of-the-art technology and infrastructure
5. Multi-channel capabilities
6. Assured security and confidentiality
7. Quality assurance processes
8. Minimized operating costs
9. Efficient outbound call center outsourcing services on a24x7x365 basis
44
10.
Experienced & skilled outbound contact center agents
11.
Save on manpower, infrastructure & technology
12.
Save on hiring and training costs
When you choose Windmill Infotech as your outbound call center outsourcing
partner, you can benefit from efficient outbound call center solutions. We will
first gain understanding about your business requirements, target market
and proposition before providing outbound services. This analysis enables us
to provide reliable and efficient services that can increase your business
value.
If you are looking for quality and cost-effective lead generation services,
appointment setting services, database selling services or any other
outbound call center outsourcing service, then you have found the right
outbound services partner.
Outsource telemarketing services to Windmill Infotech
Outsourcing telemarketing services can help your organization augment
your existing customer relationships. Windmill Infotech, a pioneer in
outsourcing, can meet all your telemarketing requirements. We can
increase your revenue by effectively closing sales through our competent
inbound/outbound telemarketing services and by creating sales force leads.
When you outsource telemarketing services to Windmill Infotech, we can
provide you with insightful information about the unfulfilled requirements,
the level of satisfaction and the needs of your customers. Along with this
information, we will also provide your organization with strategic ways to
address your customers' issues and enhance customer relationships.
45
Our wide range of offshore telemarketing services include, inbound sales,

inbound customer services, outbound research, telemarketing sales and
outbound lead generation.
Windmill Infotech's telemarketing services
1.
Inbound
telemarketing
services
At Windmill Infotech, we have years of experience and expertise in

providing inbound telemarketing services. When a customer contacts us for
inbound telemarketing services, we first analyze and understand our
customer's requirements. After analyzing our customer's requirements, our
inbound telemarketing experts will provide our customer with an ideal
inbound
telemarketing
solution
at
competitive
price.
Our wide range of inbound services include, dealer locator services, market
research surveys, 3rd party verification services, lead generation services,
direct response services, order taking services, opinion survey, up-selling /
cross-selling services, catalog sales services, membership application
services, answering services, insurance claims services and inquiry
services.
2.
Outbound
telemarketing
services
Outsource outbound telemarketing services to Windmill Infotech and get

access to 24x7x365 days of professional outbound telemarketing services.
We
can
efficiently
qualify
leads,
build
database
lists,
evaluate
concurrency of databases and suggest other effective marketing strategies.

At our outbound telemarketing facility, we use the latest in software and
technology
to
provide
you
with
best-of-breed
services.
We have the experience and the expertise to provide a range of

46
telemarketing
services,
telemarketing
sales
which
and
include
lead
market
generation
research
services,
programs,
telemarketing
appointment setting services, product/service sales, primary research,

reminder calls, customer satisfaction surveys and telemarketing lead
generation amongst others.
3.
Telemarketing
consulting
services
At Windmill Infotech, we provide proficient telemarketing consulting

services. Our services include an on-site analysis, audits on performance,
reporting specifications, scripting analysis etc. Our team of telemarketing
experts can efficiently develop customized telemarketing scripts and
provide call center benchmarking services, training modules etc. Outsource
telemarketing consulting services to Windmill Infotech and benefit from our
cost-effective and competent services.
4.
List
marketing
services
We can provide your organization with efficient list marketing services. We

can offer telemarketing list and direct marketing list services. The
marketing lists that we create include details, such as, zip code, state, city,
income, job description and credit card details amongst others. To ensure
that your mailing services are effective, we can also offer national change
of address services.
Why
outsource
telemarketing
services
to
Windmill
Infotech?
Extensive experience: we have been providing telemarketing services for

a
range
of
industries,
such
as,
telecom,
information
technology,
47
government agencies and debt reduction organizations amongst others.

Outsource telemarketing services to Windmill Infotech and benefit from
technology-driven
services,
professional
telemarketing
team,
digital
recording, stringent quality control processes and customized productivity

reports.
Professional workforce: our professional offshore telemarketing team
can handle any call. Each of our telemarketing call center executives are
well-trained
in
sales
and
answer
calls
efficiently,
proficiently
and
professionally. We provide best-of-breed services at a cost-effective price.

Outsource telemarketing services to Windmill Infotech and experience an
increase in sales.
Domain expertise: our competent approach can effectively increase your
sales. We have the knowledge, expertise and skills to provide world-class
outbound
telemarketing
services.
Outsource
outbound
telemarketing
services to Windmill Infotech and get access to professional services at a

competitive price.
Research & analysis
CATI web surveys
Advanced generation tool CATI or computer aided telephone interviewing
has connected normal call center applications to advanced CATI web surveys
and call center CRM technology applications that are impacting the way
market research data is collected. The quality and accuracy of the data
collected can be measured and optimized through sophisticated call center
CRM technology and this in turn increase the quality of research results.
48
Windmill Infotech gives you the advantage of turnkey CATI web surveys and
call center CRM technology solutions through a single, trusted and reliable
vendor. Our integrated solution for outsourcing telephone data collection
uses internet based telephony technology and best-of-breed software for
data collection. Although its a new idea but more effective rather than other
sources.
Research & analysis

Call centre surveys:
Now-a-days survey is the key point to find out any information about
product and services offered by an organization. By this tactics the
organization can easily find out its present position the organization to
gauge its strengths and weaknesses and improve upon its service and
infrastructure requirements. Here at Windmill Infotech, a team which is
really worthy act as professionals are always try to provide their 100%
49
output to help you measure the impact of your staff productivity,

management competence and marketing strategies on your valuable
customers. We hold the pleasure and think as a partner how increases the
revenue and reduce the cost and find out not only a customer of increasing
the annual revenue for all of our customers through our survey processing
services.
For more information please visit www.onecallbd.com
Research & analysis
CATI web surveys
Advanced generation tool CATI or computer aided telephone interviewing has
connected normal call center applications to advanced CATI web surveys and call
center CRM technology applications that are impacting the way market research
data is collected. The quality and accuracy of the data collected can be measured
and optimized through sophisticated call center CRM technology and this in turn
increase the quality of research results.
Windmill Infotech gives you the advantage of turnkey CATI web surveys and call
center CRM technology solutions through a single, trusted and reliable vendor.
Our integrated solution for outsourcing telephone data collection uses internet
based telephony technology and best-of-breed software for data collection.
Although its a new idea but more effective rather than other sources.
Creative services
Event
management
Event
Brand
Corporate
Celebrity
promotion
events
planning
&
management
&
campaign
management
Road
shows
Design
services
Animation
Services
50
Print
Services
Advertising Services
Logisticservices
Bill of lading generation
Electronic
bill
of
lading
generation
Windmill Infotech generates EBOLS to enable faster and more streamlined

flow of goods and information for logistics and transportation companies.
Windmill Infotech E-BOL solution: how it saves time and costs
productivity
improvement
on
the
trucking
route
the electronic BOL reaches the distribution center before the driver gets
there. This enhances the productivity of the dock personnel and the truck
driver who would otherwise have to wait for the information is keyed into the
computer at the distribution center, to create the essential document called
the
unloading
manifest,
before
the
truck
can
be
unloaded.
Getting the information on the freight ahead of time also benefits the dock
manager because he can direct the truck to the right gate for unloading.
Drivers no longer have to wait 2 to 4 hours to unload their trucks, which
means they can get back home the same day. Since drivers are paid by the
hour, and driver turnover for carriers can reach 100 percent, this is an
important benefit for driver retention. It improves carrier performance,
enabling
Quality
faster
turnaround
time.
enhancement
Windmill Infotech billing automation system keeps track of bills of lading

specifications as provided by the customers.
51
Stringent training, quality enhancement, online verification and validation,

performance tracking at Windmill Infotech work together to provide
consistent, accurate, cost-effective and reliable results.
Error
reduction
Windmill Infotech's process enhancement software helps early detection of

critical data entry errors with the history tracing system and message search
engines. For example, a wrong destination address would send a shipment
astray and result in lost business, while an entry like hazmat (hazardous
materials)
is
highly
critical
since
such
shipments
require
special
documentation compliant with state and federal laws. Important information

like cash on delivery (cod) when entered correctly enables the carrier to
collect dues from the consignee on time.
Whether you're a 3pl or 3pp, (third-party logistics provider or third-party
payment provider), a transportation company or the logistics division of a
manufacturing company, Windmill Infotech has the domain knowledge and
expertise
gain
to
from
provide
Windmill
solutions
Infotech
tailored
best-of-breed
for
your
customer
needs.
relationship
management services offered to logistics companies worldwide.

Howitworks
A carrier may pick up freight from multiple shippers in multiple locations, to
be delivered to many consignees in different locations. The shipper hands
the freight to the driver of the truck, along with the bill of lading on which
the driver sticks a unique pro label that distinguishes the shipment. The
driver scans the bill of lading into the mobile data transmitter (MDT) in the
truck. The data reaches the customer's server immediately. The server scans
the barcode of the pro-label on the BOL image, which is saved in the
52
database with the pro-number. Windmill Infotech executives access the

scanned BOL from the customer's server through a secure virtual private
network. They input the data from the scanned BOL into a prescribed
format. The electronic BOL is saved in the customer's database with the
trailer id gathered from the MDT and a sequence id generated by the server.
Now the shipment is identified with the pro number. Thus the E-BOL is
generated.
TheBOL:a
mine
of
information
A carrier may carry freight for 100 different shippers and they may all have
different hard copy presentations of the BOL. This transaction processing
service provided by Windmill Infotech ensures that all the different paper
formats are converted to an integrated digitized format that will improve the
efficiency of information flow and payment processing for the carrier. The
BOL also contains vital data that can be mined by companies to yield specific
information such as: how much of my product cost is my freight cost? Or:
how much does this customer cost to service? Data from the BOL can be
converted to business intelligence that will improve efficiency, productivity.
Customer
Customer
relationship
relationship
management-total
logistics
services
It is critical that businesses improve the efficiency of their communication.

Strengthening
the
value
of
each
customer
contact
is
essential;
as
competitors are not far behind with the pace technology is taking. Customer
contact is vital to strengthen the brand, build loyalty, boost profits and
increase revenue.
53
We, at Windmill Infotech have taken customer service to a whole new level
and offer high tech systems and support with high quality customer service
approach.
As your partner we strive to help you increase customer retention and
maximize
your
profitability
while
minimizing
your
investment
in
infrastructure.
Our call center facilities provide you best-of-breed technologies to process
calls, integrated with interactive voice response (IVR) and internet services
to
sell
your
services
Our
and
additional
products
service
Inbound
to
your
customers.
offerings:
services
We provide turnkey systems and support for your services like:

1. Order tracking
2. Order fulfillment
3. Catalog orders
4. Forms processing
5. Credit card processing
6. Website call center support
7. Voice mail services
8. Sales lead capture
9. Market research
54
10.
Reservation/appointment setting
11.
Call center support
12.
Information fulfillment
13.
Database management
14.
Marketing support
15.
Tech support
16.
Help desk
Your Total Logistics Services Outsourcing Begins Here.

Outbound
A
constant
services
line
of
communication
is
necessary
to
further
develop
relationships with customers, current business partners and prospective

ones.
Windmill Infotech improves your relationship with your customer by
providing state-of-the-art technology and efficient personnel, be it to offer a
new product or service, up-sell, cross sell or even generate new leads.
Our outbound services include:
Customer acquisition
Product/service sales
Retention campaigns
Lead generation
55
Customer service
Partner with Windmill Infotech for comprehensive logistics management

automation (LMA) software that meets your end-to-end logistics needs.
Internet
services
Current research depicts that most companies benefit if not profit from
fostering existing customer relationships than from
simple individual
interactions. In the global marketplace it is always easier to retain an

existing customer than to find a new one. This is why it is essential to
maintain the website support adequate to build customer loyalty.
At Windmill Infotech we can help you design a cost effective web support
system that provides your customers with the attention they deserve.
Effective website marketing
Live chat with our dedicated representatives
Live email responses
Customized market research
The
service
Customers who visit your website often have questions that require a oneon-one interaction with a live person. Windmill Infotech can be in direct
touch with your customers, enabling you to increase customer satisfaction
and capture valuable customer information. Customers simply click the web
chat button, enter a name and phone number and are promptly connected
with
representative.
Depending
on
customer
preferences,
our
56
representative can either call back at a specified time or engage in text chat.
Our representative can co-browse with your customer and also share files.
We have six years of experience in the outsourcing industry. Our trained and
dedicated personnel and our excellent infrastructure is the perfect solution
for your total logistics services outsourcing requirements.
Freight
Freight
payment
bill
&
processing
and
pre
payment
audit
services
Windmill Infotech helps 3pls and 3pps (third party logistics providers and
third party payment providers) to manage, review, audit and disburse
payment accurately and in a timely manner by providing outsourced data
management and transaction processing services online.
Outsourcing freight bill processing and payment saves time and expenses
while reducing errors like duplicate billing, overcharges, incorrect freight
rates, pending and disputed claims, and more.
Windmill Infotech presents proven services that free your personnel to work
on their core competence, while saving you thousands of dollars in freight
bill
processing.
With Windmill Infotech services, you can

1. Significantly reduce freight invoice processing costs caused by
Duplicate/incorrect billing
Incorrect freight rates
Overcharges
57
2. Get customized management information and periodic reports, carrier

usage information, accounting and accrual information. Make informed
decisions with comprehensive reports and snapshots.
3. Streamline cash management: make timely payments through electronic
funds
transfer
Outsource
freight
bill
processing
services
Windmill Infotech follows a streamlined process to extract data from the bill
of lading and create accurate freight invoices in prescribed formats, online.
We match bills of lading to freight bills, then categorize and audit freight bills
against rate contracts. This information is captured in the master database,
quality checked and verified through our highly reliable pre-payment audit
services. After validation, the invoices are cleared for payment. Our prepayment audit saves you thousands of dollars by preventing overpayments
(and lost revenue) due to inaccurate bills.
Outsource to Windmill Infotech for expert
and competent customer
relationship management services catering to the needs of international

logistics
companies.
Contact us now.
Outsource
freight
bill
payment
processing
services
Windmill Infotech enables third party payment providers (3pps) to process

invoices daily according to their schedules and payment cycles, mostly
through electronic funds transfer. We offer a payment platform that delivers
high volume, low cost transaction processing. We ensure 'just in time'
payment to your carrier, so that your funds are managed optimally while
payments are not delayed.
58
Our post-payment audit and rate analysis studies provide a systematic

review of paid freight bills or vendor invoices. These studies of six months
worth of freight bills yield highly revealing data that will help you negotiate
better rate contracts, select the right carriers and optimize packages or
routes. Our comprehensive reports will enable you to zero in on questionable
bills that you may need to file for overcharge claims. We are so confident of
our performance that we charge a percentage-based commission on the
funds you actually recover as refunds from the carriers
Communication
BPO & Outsource
Customer brokerage services
Healthcare services
Medical transcription
Medical billing & coding
Tele radiology services
Financial services
Transportation
Mortgage services
Corporate Blog
Why
outsource?
Have you ever wondered why organizations outsource? Are you wondering
whether you must invest in outsourcing? Here are a list of reasons why
organizations and individuals choose to outsource a part of there business
59
processes.
Increase productivity, commitment and profits in non core business

processes
Change fixed costs into variable costs
Greater control of your budget
Access to new markets and business opportunities through your

outsourcing partners network
Improve your risk management
Lower costs because of economies of scale
More time to spend on core business functions
Access to new and innovative ideas about performing your services

from your offshore partner
Opportunities to generate cash by transferring assets to the offshore

provider
Improved business image and credibility by associating with superior

service providers
Increased flexibility and ability to meet changing market conditions
Access to services delivered to you within your deadlines
Save more by not investing in expensive software, technology and

infrastructure
60
Less dependency on in-house employees
Improvement in internal management
Higher quality of products and services
Greater security, confidentiality and business continuity
Do you know of any other reasons why companies choose to outsource? If

so, please leave a comment. Free to contact us at info@Windmill
Infotechbd.com.
Outsourcing data entry service can be profitable for your business

Is your organization struggling with volumes of data? Do you require data
entry services, but dont have the resources or the expertise to carry data
entry services in-house? If your company is facing a similar situation,
consider outsourcing your data entry services to an offshore data entry
provider.
Here is a list of reasons how outsourcing data entry services can be
profitable
for
your
business.
1. Outsourcing data entry services to an offshore provider can be a

profitable option as you will not have to invest in resources, infrastructure
or
expensive
software.
2. You can avail of offshore data entry services at half the cost, while
getting access to the same quality of services that you would get in-house.
3. Outsourcing data entry services to offshore services providers can
drastically
compress
your
delivery
cycle
time.
4. If you want to conduct 247 data entry services in-house, you will have
61
to spend a lot of money and hire more resources. Outsourcing data entries
services on the other hand can give you access to 247 data entry services
at
nominal
cost.
5. By outsourcing data entry work to an offshore provider, you will not

have to manage anything related to the work, so outsourcing can free you
from management headaches as everything will be taken care of by your
outsourcing
partner.
6. While settle for second-best, when you can get access to specialized
services. If data entry is not your core competency, you might be not
getting expert data entry work performed. But if you outsource your data
entry services to an expert, you can get access to specialized services.
Your outsourcing provider will have expertise in the field of data entry and
can
therefore
provide
you
with
accurate
work.
7. It can get tedious to manage large volumes of data in-house and you
might not have a large staff to handle a large amount of data. In such
cases, outsourcing data entry services can be a good idea as your offshore
data entry provider will be able to handle large volumes of data.
8. Outsourcing a non-core process like data entry services can give you
more time to concentrate on your core business processes. This will bring
about an increase in productivity in both your core and non-core activities.
Can you think of any other reason that would make outsourcing data entry
services a profitable option? Please share your thoughts. And free to
contact us at info@Windmill Infotechbd.com.
Top
10
reasons
to
outsourcing
Are you unsure about outsourcing? Read the following top 10 reasons to
62
outsource and get convinced about outsourcing.

1. Low operational costs
2. Increased focus on your core business functions
3. Access to a global knowledgebase
4. Internal resources can be for core business processes
5. Access to skilled resources as and when required
6. Access to quality services while saving on cost
7. Gain new market areas
8. Get the benefits of re-engineering
9. Mitigate risks with outsourcing
10.
Save on investing in infrastructure, manpower & technology
I hope the top 10 reasons to outsource have convinced you about

outsourcing. Do you know of any other good reason to outsource? Do leave
a comment. Choose to outsource today and give your organization a
competitive edge.
White Paper
Commission a report
Companies are increasingly looking to commissioning white papers both
for internal reviews and as marketing tools. White paper written on a new
strategy you implemented or a product your company launched can prove
63
to be a great asset for your company. The very process of writing a white
paper may bring your focus back on an important event and remind you
perhaps of actions that will add further value to your company. Whats
more, a white paper published by a company with an online presence will
attract more customers. A google search for white paper throws up 500
million sites for you to browse through! That is how popular white papers
are.
Having said that, it is not easy to create a white paper that delivers all that
value. For one, translating knowledge into a well-crafted note requires a
liberal dose of specialized skills and a dash of sheer creativity. Secondly, it
is a time consuming task, definitely not one thats part of your core
business. Bangladesh-reports can help write your white papers and give it
the professional spit & polish that will appeal to your customers and other
stakeholders. With a band of capable business writers with international
exposure, we bring you years of collective experience in business analysis
and writing. With our vast clientele, our exposure spans several spectrums
in terms of industry and sector, target audience and types of content.
The steps Windmill Infotech follows are
Windmill Infotech works with a detailed brief on the focus and flavor
of the paper
Windmill
Infotech
captures
additional
requirements
through
specially designed questionnaire
Windmill Infotech selects the best team for the assignment and firm
up the time line
Windmill Infotech sends you the first draft, followed by the final
version we even support brainstorming exercises to choose a topic
64
for the white paper. To round off the service offering, we also
provides design services to help you bring out a white paper ready
for publishing on your website.
Case Study
Read the following case studies to see how Windmill Infotech services
performed across different industries.
Provide tier 1 support
Windmill Infotech offered its call center outsourcing services to provide tier
1 support to its clients customers across the Asia-Pacific region on its key
products.
The
client
Our client is a leader in offering quality and workforce management

software
for
the
call
center
industry
the workforce forms the heartbeat of any call center. Managing this prized
possession could be one of the most important tasks for any company. It is
important to maintain a cordial yet professional atmosphere to maintain
high levels of quality and productivity. Workforce management helps get
the maximum out of human capital efficiently and regularly. Using our
customized software, we were able to provide the most optimized call
center services the client was looking for. Our automated agent adherence
systems differentiated time slots for a multitude of teams and various
genres of work providing an advanced call center workforce management
solution.
The
challenge
The scope of work required the Windmill Infotech team to provide tier 1
support to the clients customers across the apac (asia-pacific) region on
65
its key products. Due to the vast expanse of the region and the various
services our client offered, it was difficult to manually perform the
workforce
management
quickly
and
efficiently
to
maintain
quality
standards.
Windmill Infotech used its automated software to set the required call
center
workforce
management
on
the
right
path.
It
involved
hr
administration, payroll & benefits, time & attendance, career & succession
planning,
talent
management
and/or
applicant
tracking,
learning
management and/or training management, performance management and

also making it capable of handling simultaneous scheduling, forecasting
and reporting by numerous people.
The
solution
Windmill Infotech decided to resolve the problem by operating using a bot

(build-operate-transfer) model which included the following aspects:
A rigorous process of recruitment of a team of engineers
Intensive training for a multi-cultural approach to handle customers

across the apac region
Engineers were also exclusively trained by the client to avoid

conflicting process methodologies
An integration with the clients reporting system aimed at aligning

processes at Windmill Infotech
Our call statistics surpassed those of other call center service providers.
66
Being the best at providing customer support services, our performances

were well above the clients expected results.
Call statistics
Client
benchmark
Windmill
Infotech
performance
Less than 3%
Abandoned calls
5%
Average
speed
10 seconds 4 seconds
of answer
Average cases open
11
9
per resource
Cases open for more
25
23
than 45 days
The
result
Windmill Infotech has carried out more than 100 upgrades globally till date
and expect to achieve at least double in the next few months provided a
timely solution to our clients requirements. The bot model worked
67
according to the customers demands and our engineers have taken over
field activities while maintaining customer satisfaction as the primary
motive. The client not only saved on time and money, but also on valuable
infrastructure
Windmill Infotech has now firmly cemented its place among the leading call
center
customer
support
service
providers
and
offers
workforce
management for several leading call centers looking to outsource their

process requirements. Save on time and money. For any queries regarding
your call center customer support service needs, please fill in the inquiry
form and our client engagement team will contact you within 24 hours.
Scope
of
the
project
The pilot was conducted with 50 interviews. The full project involved a
scale up to 20,000 physicians and business managers. The subjects were
interviewed to determine their preference for referral management with
regard to a health insurance plan.
The approach
A 15 minute survey was conducted with 18 questions and skip patterns. 35
interviewers conducted the survey and whisper coaching was provided.
Dedicated qc agents cross-checked voice & data screen records
The results We delivered 91% conversions as against the client's
expectation of 70%.
Our value addition:
Interview screen created using proprietary processes
100% of voice & data screens captured
68
Completed 2 weeks ahead of schedule
Over 99% accuracy
Theme park - customer satisfaction study

In a survey of customers of a large theme park to determine satisfaction
and expectations, four research projects were carried out for different
products. The total sample size was 2,500 customers who visited the park
with specific types of tickets. Sample quotas were worked out by
geography and by ticket type.
The
approach
Each of the 4 survey projects featured 15-20 minute interviews with skip
patterns.
15 interviewers were given contextual training using video files of the park,
the actual questionnaire and details of the project. Dedicated qc agents
cross-checked voice & data screen records.
The
results
Clients expected 70% conversion, we delivered 95%. The project

was completed ahead of time and within budget, with a cost saving of
$10,000 for the client as compared to a us based cati center.
Our
Over
100%
Remote
Interview
of
value
addition:
99%
accuracy
voice
view-in
screen
&
and
data
screens
listen-in
created
provided
using
captured
to
proprietary
client
processes
For a comprehensive description of our cati services,

69
Career
Work
culture
at
Windmill
Infotech
Work culture at Windmill Infotech is really appropriate for the internal &
external people. You want to learn, grow and have fun all at the same time
at a place where your ideas are valued by reading this bloc. Windmill
Infotech is a place where you can think as a unbound agent out-of-the
70
-box and get the chance to share your ideas the way you envisioned. Its
also a place where you are completely accountable for your work. At
71
Windmill Infotech, business is about people. Peoples with big dreams

and big visions, people with a passion to make their dreams come real.
Because we started up with a bunch of people just like that. And we've
grown spectacularly because of the zest and passion of those handpicked
few. We know they're few and far between. But we're ready to go that
extra mile to find people like these. We're looking for that extra something
that fires people from deep down within, to be all that they can be. People
who don't just "fit the job description" but s-t-r-e-t-c-h the limits. We like
to follows:
1. Fun-filled working environment
2. Team building activities
3. Regular interaction without global customer
4. We encourage creativity and openness
5. We encourage employees to be themselves
72
Prospect OF a successful CALL CENTER INDUSTRY in

Bangladesh
Bangladesh is famous for its hospitable approach and the youth reflects this
quality quite superbly. The overall business sector are at their prime
transformation to a purely customer oriented market. With fresh minds,
energy and enthusiasm they are well capable of building their own destiny
and attract the attention of the foreign investors. The young generation
being blessed by the modern education and communication technology can
present themselves to the global audience as global professionals which fulfill
much of the demands of international call centre infrastructure.
The young minds of Bangladesh can offer more than just cost effective call
centre solutions. They can invent new processes, deliver quality service and
ensure optimum performance. Thousands of graduates coming out of the
universities every year can find it a reliable and attractive source of earning
and even develop a promising future career. Global economic recession has
73
caused business especially in the western world to be more conservative in

their operational investments. On the other hand competitive and challenging
market environment demands all the facilities to be provided and maintained
in order to ensure optimum service efficiency. In such situation many
companies are finding it more sensible to outsource their business processes
mainly the call centre services in third world countries where operational cost
is cheaper because of availability of human resource.
Research Objectives: (purpose of the study):

The young minds of Bangladesh can offer more than just cost effective call centre
solutions. They can invent new processes, deliver quality service and ensure
optimum performance
Global economic recession has caused business especially in the western world to
be more conservative in their operational investments. On the other hand
competitive and challenging market environment demands all the facilities to be
provided and maintained in order to ensure optimum service efficiency. In such
situation many companies are finding it more sensible to outsource their business
processes mainly the call centre services in third world countries where operational
cost is cheaper because of availability of human resource.
74
Data Collection: Its became really difficult to collect all this kind of
information. But still we are able to do it.
Please see the below the list
where we are collecting all the data regarding our service.

1. Borhan Uddin Ahmed-RF Builders
2. Md. Arif Khan-Transcom Mobile Ltd
3. Shahinoor Ahmed-Ashiyan City
4. MD Toufiq-Robi
5. Hasan Mehedi-Samsung
6. Syed Shafiqul Hasan-Alvaritech Bangladesh Ltd
Methodology
In order to attain the aims of the study I will use both the qualitative and
quantitative methods. Research design and methods of this study will
include data source, sample design, sample selection, questionnaire design,
questionnaire survey, interviews and data collection, and data analysis. The
details are as follows.
To carry out the proposed study, I will utilize both primary and secondary
data sources.
75
(i)
Primary Data Sources: For the proposed study, I will interview

some officials of windmill in order to get the information
regarding the product and their proceeding.
(ii)
Secondary Data Sources: I will collect the internal secondary

data from the bank itself. External secondary data will be
collected from the website and articles.
(iii)
After collecting data, I will follow a comprehensive screening

process. I will sort out incomplete and biased data and will
delete from the data bank. I will use both descriptive and
inferential statistics in the analysis. To prove the hypothesis, I
will use cross tabulation to analyze the data. Besides, to
accomplish the aims of the research, the following analytical
techniques will be used for the data analysis: Minitab or E-views,
MS Office software to analyze and survey questionnaire in the
quantitative stage of the study. Descriptive statistics will be used
as well in seeking answers to the research questions of the
research.
Sample Size: The total sample size of my project is around 50 corporate

bodies around the country in different professional. I have to ask question
and summarized those into a format and make a proper research proposal.
76
Sample Techniques: In this proposal we have used the judgmental

techniques. Because all those of my client are made comments based on
their judgment.
Limitation:
Since the report has to be made parallel to other office work within
three months, time might be a major constraint in accumulating all
sorts of information in an organized way. Due to time limitation many
aspects could not be discussed in the present study.
Confidentiality of data might be another important barrier that might

be faced during the conduct of this study. Every organization has their
own secrecy that is not revealed to others. While collecting data
windmill, it is obvious that personnel would not disclose enough
information for the sake of confidentiality of the organization.
Large-scale research might not be possible due to constraints and

restrictions posed by the organization. And As per companys
compliance, as an intern I was unable to obtain indispensable
experiences of different departments.
Research Proposal
77
Based on a survey, Frost and Sullivan Inc, Research Company IDC predicts that the
call centre business will grow by US$1.2 billion in 2009 to over $4.0 billion in four
years in South Asia. By taking its share, Bangladesh is ready to take the challenge
of changing its traditional image to become information-technology oriented. The
workers of Bangladesh provide manual labor locally and globally. Bangladesh is now
capable enough to provide knowledge-based service. Entrepreneurs and the young,
who are proficient in speaking English, are showing interest in call center training
number of reasons:
Low cost: As the labor cost in other Asian countries is rising, Bangladesh is ready
to take the opportunity. The most obvious competitive strength for Bangladesh is
affordable salary for programmers and other technical and non-technical resources.
Experienced software developers are available at salaries below $700 per month.
Entry level computer science graduates, as well as non technical skilled resources
cost significantly less. The highest pay in the public sector in Bangladesh is Taka
23,000 or about $ 325 per month. Any country with an annual salary below
$15,000 is considered to be extremely competitive when it comes to off shoring and
very few countries in the world can match Bangladesh in this regard.
Availability of high quality resources: A wide range of statistics on the number
of IT professionals in Bangladesh is available. If we take an average, the number
would come to around 100,000. Computer Science and Engineering students from
Bangladesh have performed brilliantly in international programming competitions. A
large number of our graduates have been recruited by renowned ICT companies all
over the world. The universities, colleges and vocational institutions in Bangladesh
are pumping out a large number of English proficient graduates in all disciplines,
including business and technical fields, to support off shoring of non IT services.
Communication: When it comes to accent, Bangladesh is in a more advantageous
position compared to the other nations in the region. Studies show that young
78
Bangladeshis were more receptive to training and can better adapt to British or
American accent.
Advantage of Time difference: Time zone-wise also, Bangladesh, with a 12-hour
difference with the USA and six hours with the UK, enjoys an advantage.
Communication
infrastructure:
Bangladesh
now
has
high
bandwidth
submarine cable link to the rest of the world. Communications infrastructure within
the country has also improved substantially with fiber optic backbones being laid
out in major cities. Internet coverage has spread tremendously with GPRS, Edge,
and other wireless technologies.
Clients Information
79
and few more.
80

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CASE STUDY: PROSPECT OF A GLORIOUS CALL CENTER INDUSTRY IN

SHAFI MD. MARUF

WINDMILL INFOTECH LIMITED |

Certificate of the Supervisor

This is to certify that, the study report on PROSPECT OF A GLORIOUS CALL

Signature & Date

Dr. MUHAMMAD FARID UDDIN

WINDMILL INFOTECH LIMITED |

The work I have done, does not breach any copyright.

Signature & Date

SHAFI MD. MARUF

April 10th 2012

Dr. MUHAMMAD FARID UDDIN

Subject: Submission of Internship report

Here is the report on PROSPECT OF A GLORIOUS CALL CENTER INDUSTRY IN

SHAFI MD. MARUF

WINDMILL INFOTECH LIMITED |

Back Ground of the Story

of 1971 or the usurping of the dictator government in 1990, the youth of

Telecommunication, various sectors of Engineering, Marketing and Human Resource

in the western world to be more conservative in their operational investments. On

WINDMILL INFOTECH LIMITED |

1 a2Z BPO +8801841102040 info@a2zbpo.com www.a2zbpo.com

22 MARS Solution Limited +88029126582 ferdous71@gmail.com www.mars.com.bd

WINDMILL INFOTECH LIMITED |

40 Telemedicine Reference Center Ltd +88028143894 zakir.sikder@gmail.com

WINDMILL INFOTECH LIMITED |

Profitability and prospect

WINDMILL INFOTECH LIMITED |

Communication: When it comes to accent, Bangladesh is in a more advantageous

Vision 2021: Digital Bangladesh

WINDMILL INFOTECH LIMITED |

Digital Bangladesh is a dream of everyone which is a process where IT is used for

accountability and answerability at all levels of society and state.

Bangladesh has the potential to become a prime outsourcing destination for a

Bangladesh is already connected with SEA-ME-WE4 submarine fiber-optic cable

WINDMILL INFOTECH LIMITED |

Favorable Government Policies: The Government of Bangladesh provides a

Sagordari in Jessore, Mujibnagar memorial, Gandhi Asram, Jamuna Bridge, Trishal

WINDMILL INFOTECH LIMITED |

Bangladesh Telecommunication Regulatory Commission (BTRC):

corporations) started operating in Bangladesh.

corporations) started operating in Bangladesh.

corporations) started operating in Bangladesh.

WINDMILL INFOTECH LIMITED |

To stop interference caused by one operator to the anothers service

To issue permission as to right of way of the operator to his

To frame regulations as to procedure and other aspects for carrying

WINDMILL INFOTECH LIMITED |

BTRC arranged a presentation on the telecommunication industry, explaining why

WINDMILL INFOTECH LIMITED |

Telecommunication Regulatory Commission (BTRC) organized this two day colorful

WINDMILL INFOTECH LIMITED |

technology, and proper government.

WINDMILL INFOTECH LIMITED |

WINDMILL INFOTECH LIMITED

As this is an information era, we should also keep rolling with the

WINDMILL INFOTECH LIMITED |

As call center is a new concept for Bangladeshi market, it can be very

WINDMILL INFOTECH LIMITED |

Our management team is a melting pot of talent and experience, drawn

We have state-of-the-art computing and communication technology

WINDMILL INFOTECH LIMITED |

support on par with industry standards. We use some of the latest