Transcript 'International Call Center – The Correct Approach'

Services Export Case Study
~ NBA Computers
Babar B. Jhumra
Services Export Consultant
& Managing Partner, NBA Computers
Pakistan’s Services Sector

Enterprises in the Services Sector: 72%
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GDP Contribution: 52.3%

Growth: 8.8%
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Employment Contribution: 40%
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Private investment in Services: 62%
Babar B. Jhumra
www.nbacomputers.com
Impediments faced by Services
Sector in Pakistan
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Bureaucracy
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Inefficient Procedures and Processes
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Unethical practices by some entrepreneurs
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Inadequate marketing skills
Babar B. Jhumra
www.nbacomputers.com
The NBA Experience
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Research confirmed potential in North
America
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Set up a BPO in 1999
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call center
remote data entry
software development
Obvious need for physical presence
in the US (We use Mode 1 for service
delivery and Mode 3 for Customer Service)
Babar B. Jhumra
www.nbacomputers.com
The NBA Experience…. contd.

Impeded by local bureaucracy
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Took 2 years to register
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Eventually successfully exported to North
America, and then added Europe
Babar B. Jhumra
www.nbacomputers.com
The NBA Experience…. contd.

Learning curve involved new client
expectations, especially cultural
expectations re time and quality

We have skilled HR, IT infrastructure,
language skills - the key things we need

We employ top technical staff, train them to
world-class standards and use sound
management techniques
Babar B. Jhumra
www.nbacomputers.com
Successful Export Strategy

We offered limited period free trials
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Prospects experienced our service,
efficiency, quality and cost savings – with
no initial risk!!
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This strategy has been a key to our
success
Babar B. Jhumra
www.nbacomputers.com
Summary of Success
Factors
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High quality services
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A strategy to win and keep customers
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The best staff
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Cultural sensitivity
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Efficient customer service (24/7)
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Sound business controls
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Confidence and Persistence
Conclusion

‘Going international’ by NBA has been a
demanding but pleasing experience
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Export can deliver exciting business
growth
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Success in services export will create
significant economic benefits in future for
Pakistan
Babar B. Jhumra
www.nbacomputers.com