Hosted Call Center For Lebanon

Developed by: February 15, 2006

Tony Ghattas (ID# 200511553)

Khalil Alami (ID# 200511467)

Jala Al-Janabi

TABLE OF CONTENT

I. EXECUTIVE SUMMARY 1

II. LHCC MISSION STATEMENT 2

III. CONTACT CENTER 2

A. WHAT IS A CONTACT CENTER? 2

B. CONTACT CENTERS IN LEBANON 2

C. ENVIRONMENT 2

D. ADVANTAGES OF BUILDING A HOSTED CONTACT CENTER IN LEBANON 4

IV. OUTSOURCING 5

A. WHY OUTSOURCE CRM? 5

B. CRM ADVANTAGES AND DISADVANTAGES OF IN-HOUSE SERVICE 5

C. CRM ADVANTAGES AND DISADVANTAGES OF AN OUTSOURCED SERVICE 6

V. SWOT ANALYSIS 6

A. STRENGTHS 6

B. WEAKNESSES 7

C. OPPORTUNITIES 7

D. THREATS 7

VI. SERVICES 8

VII. TARGET MARKET AND SEGMENTATION 8

A. TARGET MARKET 8

B. SEGMENTATION 9

VIII. COMPETITION 10

IX. KEYS TO SUCCESS 11

X. OBJECTIVES & STRATEGIES 11

A. OBJECTIVES 11

B. STRATEGIES 11

XI. MANAGEMENT STRUCTURE 14

XII. MARKET ASSUMPTIONS 15

A. COMPANIES IN LEBANON ASSUMPTIONS 15

B. HOSTED CONTACT CENTER PENETRATION RATE ASSUMPTIONS 15

XIII. POPULATION, CALL & AGENTS ASSUMPTIONS 15

XIV. REVENUES 18

XV. COSTS 18

A. CAPITAL EXPENDITURES 18

B. OPERATING EXPENDITURES 19

XVI. PROFIT 21

XVII. BENEFITS FOR LEBANON 22

XVIII. SCENARIO ANALYSIS 23

A. CHANGE IN PERCENTAGE OF POPULATION ACCESSING HCC SERVICES 23

B. CHANGE IN COMPETITORS' MARKET SHARE 23

C. COMBINATION OF BOTH EFFECTS 24

D. NUMBER OF EXPECTED CALLS/MONTH /PERSON CHANGES 24

E. CHANGE IN PRICING POLICY 25

F. CHANGE CALL SEGMENTATION 26

XIX. ANOTHER APPROACH 27

A. PERCENTAGE OF WORKING POPULATION WORKING IN A CONTACT CENTER 27

B. THE NUMBER OF AGENTS WORKING IN LHCC WILL BE DERIVED FROM THE FOLLOWING TABLE: 27

XX. CONCLUSION 28

I. EXECUTIVE SUMMARY

Customer Relationship Management is becoming one of the most important tools to differentiate product and services across the globe. Nowadays, there is a worldwide trend to outsource CRM to hosted contact centers because this results into major costs savings, better customer services, increase in flexibility and productivity.

Lebanese companies are still in the stage of awareness with regard to CRM, with some of them unable to apply its best practices due to budgetary constraints and the lack of experience. Establishing a hosted contact center in Lebanon will provide the right solution for the businesses since it will be able to offer to them the best services without having them worried about the hassle of establishing and managing a contact center.

The Lebanese Hosted Contact Center's (LHCC) will provide Customer Relationship Management (CRM) solutions for Lebanese companies and institutions. It is driven by excellence in customer service with a vision towards contributing to the long-term development of Lebanon and region. LHCC will be redefining the meaning of customer service in the region and will be creating a whole new industry with great potential in serving the new economy.

This contact center will also be able to serve regional and international companies given the country's advantages with respect to location, high education level and talent besides having a multilingual population. Moreover, it will have a positive impact on the economy: creating employment, contributing to investment and giving Lebanon a competitive advantage as a state of the art service center for the region.

The target market of LHCC is segmented according to the level of CRM readiness and the business stage (newly established, expanding, old) with a different marketing message targeted to key people in each segment. The marketing objectives include among other things creating CRM awareness and company awareness besides the strategic move aimed at targeting regional and international companies.

LHCC will be managed by a professional management team capable of deciding on short-term allocation of resources and on the long-term planning and the strategic vision of the center. The management will rely on high networking and public relations in order to insure that key companies are hosted inside the contact center. The management structure was designed in a way in order to insure a smooth allocation of resources by having well trained and motivated agents that are able to join any division and any team in a relatively short period of time.

LHCC will benefit from economies of scale and its revenues structure depends primarily on the number of calls received and the fee charged per call. The prices charged per call depend on the willingness of the hosted company to pay that price. Given several assumptions, the project run from a break-even situation to an extremely profitable situation depending on the assumptions taken. However, the attractiveness of the business should definitely take into consideration, besides profit, the employment creation, the investment contribution and other benefits to the economy.

II. LHCC