CRMBD ltd to help call center setup

Vacancies Few weeks back I received an email from Bilal Uddinn who is an IT professional working in Computer Sciences Corporation, Lockheed Martin, Orlando, FL, USA. He asked me if there are consultancy firms in Bangladesh especially on call center. Then I searched and found many consulting firms are in Dhaka but no one specializes on call center. Recently Bangladesh Telecommunication Regulatory Commission-BTRC has awarded many licenses to establish call center. There are investors too. But there is a huge lack in producing agents and necessary human resources. Te set up call center one needs manpower, technology and clear concept about it. There are consultancy firms in other countries that provide solutions to industries. It could be IT, Mechanical, financial etc. CRMBD Ltd I kept an eye on this matter. Recently I found a firm resided in Dhanmondi that provides call center consultancy. They are very much passionate on call center prospect in Bangladesh. “Customer Relationship Management Bangladesh-CRMBD is an A-Z one stop total call center consultancy firm”, said Anika Imam, CEO, CRMBD. She said that they provide technical solution, help to setup call center, training to sustain as call center service provider and training to increase entire efficiency of an organization. “ Call center business will uplift our standard of life and develop our economy. But the concept of call center is not clear to investors”-said Anika. More than 500 licenses were awarded and the response regarding this is very positive. We are now organizing free workshops to create awareness and to clear the concept, she added. Customer Relationship Management-CRM is an USA based consultancy firm and Customer Relationship Management Bangladesh-CRMBD is it’s sister concern. CRMBD specializes in all aspects of Call Center and Telecommunications Consulting. It works with top management to develop plans that align operational practices with corporate vision - combining business savvy and technical acumen to provide the very best in strategic planning, assessment, and operational improvement services. 4 brains put together Anika Imam, APPLE COMPUTERS, Inc.USA, Mustafa Hussain, EAST WEST UNIVERSITY, Sohel Ameer, INTEL CORPORATION, USA, Rifat Reza Joyee, MICROSOFT R&D, USA are the main pillars of the organization. Anika Imam works as Chief Executive Officer-CEO and Mustafa Hussain as Chief Technology Officer-CTO. CRMBD’s goal is to stand by their clients and to provide quality solution and support. Training for agents

CRMBD Ltd provides web based training to call center agents. They used digital speech processing software to adjust vocal style. Trainings are interactive. CEO Anika Imam herself conducts the sessions and there are visiting trainers from USA. “ Bangladeshi organizations hire foreigners, especially Indians to train their employees at a higher cost. Why our business houses do not give Bangladeshi citizens who have enough quality to work as trainer?”, asked Anika Imam. To make a success story in Call Center business Bangladesh needs visionary people. Investment or government policy is not everything. We have to produce skill manpower that is capable of working in Call Center, which is not an easy task. CRMBD Ltd is here and country needs more initiatives from private sector so that Call Center business can grab the opportunities and can sustain in competitive markets.

>> Short profile of Anika Imam Call Center Specialist and Corporate Trainer, USA Founder and Chief Executive Officer of CRM Ltd, Anika Imam is also an acclaimed Call Center consultant and recognized industry visionary. Anika offers a refreshing and sometimes challenging philosophy to positioning the Call Center as the true lifeline of the enterprise - believing that vision, brand, leadership, and execution combine to deliver a powerful customer experience. Anika has emerged as one of the most sought-after experts and consulting partner in the field of Call and Support Center working with the world’s top customer-focused companies. She has broad experience in conducting assessments of call center and customer service enterprises for multiple locations. Provided recommendations for reduction in staff and consolidation of several locations while improving back-office processing and “localized” customer service and response. She developed and managed contact center leadership workshops such as Camp Call Center, an intensive, interactive two-day seminar/workshop to give center managers t he knowledge to evaluate their center’s performance as it relates to the corporation’s strategies and drivers, focusing on customer satisfaction and agent excellence. Instructed how to develop performance measures, provide quality service, determine training needs, and motivate agents. Prior to being a Consultant, Anika worked as a Sr. Manager in Operations and Customer Applications at Apple Computers, Inc. where, she architected strategic policies for Apple Sales Call Center, Help Desk and technology initiatives that have supported organizational growth, increased staff productivity, and improved operating margins while achieving customer satisfaction goals. Simply put, Anika will deliver results. She brings wit, energy, and a wide breadth of experience to all engagements - and in the process, untangles complex problems by challenging business leaders to rethink their view of the Call Center world. She holds a BSc in Management Information Systems from California State University, San Francisco; she is also a Certified Apple Corporate Trainer, Certified Project Management Professional and a Member of the International Customer Management Institute (ICMI).

>> Short profile of Mustafa M Hussain Co- Founder and Chief Technology Officer of CRM, Ltd., Mustafa brings his expertise in implementing technology solution and led multi-vendor teams in designing and implementing technology integration solutions for self-service and multi-channel contact by diverse groups of customers (Telco, VRU, Software, CTI, IVR, Networking, Internet, IP Telephony, E Learning ) resulting in annual savings. He is also an Assistant Professor in Telecommunication Engineering at East West University. He led solution implementation teams creating Customer Relationship Management (CRM) solutions for clients Grameen Phone. Aktel, RanksTel, WorldTel, Fresnel Wireless,UK, Nera Networks, Norway and Nortel Networks, Canada. He holds MSc. in Telecommunications Engineering Degree from King’s College, London.

Writes -

Mahbub Manik

Dhaka, Bangladesh

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