Premium Essay

Term Paper Call Center

In: Business and Management

Submitted By 081279
Words 928
Pages 4
• J.P. Morgan – Michael Quinn, Managing Director, Global Trade Product Management Executive • Qatar National Bank – Imre Gorzsas, Assistant General Manager, Transaction Banking • Moderator: IFC – Bilge Ozisik, Global Head, Trade Operations

Trade business evolution

• • •
Source: BCG workshop with SWIFT, June 2012

Cross-border trade has more than tripled since the 1980’s Trade is expected to grow by on average 8.7% a year until 2020 Revenue pools are expected to grow by 80% New trade partners: intra-region and South-toSouth corridors (Asia to Latam, Africa)

• • •

Year on year increase in payment volumes (albeit global macro economic conditions) Trade volumes have remained low or flat over the years +80% trade are on Open Account transactions

How can banks take advantage of the trade growth opportunity?

Bank Payment Obligation (BPO) – Alternative instrument for trade settlement
• A BPO is an irrevocable undertaking given by a bank to another bank that payment will be made on a specified date after successful electronic matching of data according to an industry-wide set of rules.
Therefore, a BPO offers: » An assurance of payment » Risk mitigation for all parties » Possible use as collateral for finance

An alternative instrument for trade settlement

BPO flows for data, documents and goods

Delivery of goods Use minimum fields

4 Carriers 1 8
Purchase order Invoice and shipping documents


Documents sent directly to the client



Request BPO based on PO

Trade Matching Application (TMA)
Established BPO is due baseline TSU engine TSU engine


Confirm BPO

Transport and invoice data (match report) 6

BPO Obligor Bank

BPO Recipient Bank

5 7

Transport and invoice data Confirm payment...

Similar Documents

Free Essay


...IEEE International Conference on Data Engineering Business Intelligence from Voice of Customer L. Venkata Subramaniam, Tanveer A. Faruquie, Shajith Ikbal, Shantanu Godbole, Mukesh K. Mohania IBM India Research Lab, India {lvsubram,ftanveer,shajmoha,shantanugodbole,mkmukesh} Abstract— In this paper, we present a first of a kind system, called Business Intelligence from Voice of Customer (BIVoC), that can: 1) combine unstructured information and structured information in an information intensive enterprise and 2) derive richer business insights from the combined data. Unstructured information, in this paper, refers to Voice of Customer (VoC) obtained from interaction of customer with enterprise namely, conversation with call-center agents, email, and sms. Structured database reflect only those business variables that are static over (a longer window of) time such as, educational qualification, age group, and employment details. In contrast, a combination of unstructured and structured data provide access to business variables that reflect upto date dynamic requirements of the customers and more importantly indicate trends that are difficult to derive from a larger population of customers through any other means. For example, some of the variables reflected in unstructured data are problem/interest in a certain product, expression of dissatisfaction with the business provided, and some unexplored category of people showing certain......

Words: 9671 - Pages: 39

Free Essay

Stress Management

...TERM PAPER MPOB L LOVELY INSTITUTE OF MANAGEMENT topic:- stress management SUBMITTED TO:- Ms. MANBIR KAUR GILL SUBMITTED BY:- NAME:- PRASHANT KUMAR ROLL NO:- RT1901 “A19” SUB:- MPOB REG NO:- 10900829 PROG :- MBA (1ST) ACKNOWLEDGEMENT | I would like to take this opportunity to express my gratitude towards all those people who have helped me in the successful completion of this term paper, directly or indirectly. I would also like to express my sincere gratitude towards Ms. Manbir kaur gill (my term paper guide) for her guidance and help which she willingly provided at every step of my term paper. PRASHANT KUMAR M.B.A 1st SEMESTER TABLE OF CONTENT INTRODUCTION 1 ORGANIZATION SIGNIFYING 4 LITERATURE REVIEW 5 RESEARCH METHODOLGY * SECONDARY DATA 8 DATA ANALYSIS ...

Words: 4100 - Pages: 17

Free Essay

Gapanalysis Global Comm

...has seen a shift in recent years towards the global market (Cansfiled 2007). In recent years excess competition has led to a decrease in over 50% of Global Communications stock. Questionable decision making and internal communication have forced leadership to a decision of outsourcing call centers to foreign countries and a push through new products towards globalization. This paper attempts identify: The issues and opportunities that all Global Communications stakeholders face, the gap that needs to be bridged, and the end state visions the company will adopt to reinvent itself. Issue and Opportunity Identification Global Communications is faced with increased industry competition and their stock value has depreciated over 50 % during the past three years. Global faces a great deal of competition in local and international long distance services. Cable companies have stepped in and provided robust portfolio of products to consumers at the cost of market share for Global communications. The result of this increased competition and the rise in call center costs have caused management to devise an aggressive plan to address these issues. This plan calls for outsourcing of call centers to foreign countries and a move towards the global market, offering consumer and businesses, a well rounded portfolio of products. The implementation of this plan will result in massive lay-offs for union workers and a 10% salary reduction for retained employees. The board and......

Words: 1837 - Pages: 8

Premium Essay

Consumer Relationship Management

...Examination Paper of Customer Relationship management IIBM Institute of Business Management Examination Paper MM.100 Customer Relationship Management Section A: Objective Type & Short Questions (30 Marks)    This section consists of Multiple Choice & Short Note type questions. Answer all the questions. Part One carries 1 mark each & Part Two carries 4 marks each. Part One: Multiple Choices: 1. High congruence means: a. High probability of success b. Low probability of success c. Zero probability of success d. None 2. Novo Jim‟s excellent resource book for Recency, Frequency and Monetary is: a. Drilling high b. Digging the top c. Cutting edges d. Drilling down 3. In „FURPS‟ R stands for___________ a. Responsibility b. Resource c. Retention d. Reliability 4. NAICS stands for_____________ a. National American Industry Coding System b. North American Industry Cooling System c. National American Industry Cooling System d. North American Industry Coding System 5. The book „Reengineering the corporation‟ is written by: a. Michael Hammer and James Champy b. Michael Champy and James Hammer c. Michael Douglus and James Ferrari d. Michael Ferrari and James Douglus 6. The book „Building the Data warehouse‟ is written by: a. Michael Doglus b. James Champy c. Bill Inmon 1 IIBM Institute of Business Management Examination Paper of Customer Relationship management d. James Ferrari 7. Which of the following is considered as the......

Words: 6818 - Pages: 28

Premium Essay

Mba 510

...Global Communications Problem Solution Paper and Defense Problem Solution: Global Communications (GC), once riding the telecommunications boom of the 1990's, now has a plummeting stock price and very nervous board of directors. The future of the company depends on its ability to benchmark and outsource operations while effectively communicating the strategic plan in an ethical way. Like many of their competitors in this volatile industry, profit margin is shrinking, competition is intense, and the whole industry seems to be a losing bet on Wall Street. GC has fallen behind the telecommunication industry. GC feels the pressures of the industries and trying to keep up with its competitors while watching its stock prices fall. Yet the investors are giving GC pressure to correct the problem. GC needs to offer better or a new services than what their competitors are not providing to their customers. Simply put, Global Communications is not where it needs to be in terms of globally viable business opportunities and general profitability. Our paper will present the problems currently confronting Global Communications (GC) and the solution of implementation of an aggressive approach to be a truly global resource. This paper will discuss the alternative solutions to their existing problems, risk assessment for the suggested alternative solutions, the optimal solution, and lastly the implementation plan to deal with the problem. Issue Identification GC has...

Words: 4407 - Pages: 18

Free Essay

Economics Case recent years due to the shift in foreign labour markets becoming more competitive, and even favourable in some sectors. It should be noted that domestic examples of outsourcing do not shift the labour market because within the country itself, there are no structural changes. As a result, this paper will focus on outlining the various off-shoring and outsourcing implications and effects on international labour markets. Outsourcing vs. Off-shoring Companies have been able to implement off-shoring and outsourcing because of the phenomenon of lower transportation costs and instant communication across barriers of the world. Outsourcing and off-shoring are often grouped together and defined similarly, however they can be understood and interpreted in many ways. Outsourcing is a division of labour by contracting foreign third-parties abroad. In comparison, off-shoring is a more extreme form of outsourcing. It instead relocates key production sectors abroad, but not core innovative activities. Companies will often setup their own facilities which results in a decrease in foreign unemployment. Specific examples related to off-shoring and outsourcing will be discussed throughout the paper. In a wider spectrum, firms use off-shoring and outsourcing to remain competitive with the ongoing globalization that is present. Both countries involved are able to raise their nation’s GDP by shifting labour output and wages to more affective markets. Wages and labour The......

Words: 3564 - Pages: 15

Premium Essay


...Call Center Project A Project Paper Presented to the Faculty of the College of Information Technology University of Negros Occidental – Recoletos In Partial Fulfillment Of the Requirements for the Degree Bachelor of Science in Information Technology By 2014 Filipinism/Filipinoism I. Introduction. In call centers, which is a booming industry in the Philippines,‘Filipinoism‘ is a term taught by trainers to classify some English words being used by Filipino natives. These words may not be grammatically incorrect, but may confuse some native English speakers, as it is a shortcut (English) term or literal translation from Filipino words/phrases, which is not popularly known/accepted by some. It is a speech pattern commonly used by Filipinos when speaking English.  This is English spoken using the Filipino speech pattern. Filipinos speak English using English words but think in terms of using their first language in context and structure resulting to a kind of English that is seemingly unintelligible. Objectives : * To define FILIPINISM/FILIPINOISM * To be familiar with the common FILIPINISM that we use. * To be able to avoid FILIPINISM in our sentence construction and verbal communication. * Speaking fluent English efficiently and effectively. Filipinism is not wrong nor is it a bastardization of English. In the call center industry, however, Filipinism needs to be avoided because the great majority of the clients of......

Words: 1330 - Pages: 6

Free Essay

Call Money

...Purpose of Call Money Market Characteristics • Maturity: The maturity of the call money market instruments are varying between a day to a fortnight. As it consists with the day-to-day surplus funds, so its payable on demand at the option of either the lender or the borrower. • Liquidity Nature: All the instruments of this market are highly liquid and their liquidity being exceeded only by cash. • Yield: It includes the rate of interest paid on call loans and its also known as Call Rates. The call rate is highly variable from day to day and often from hour to hour. It may vary from centre to centre also. It is very sensitive to the changes in demand for and supply of call moneys. • Location of Transaction: The call money market is mainly located in big industrial and commercial centers. • Volume of Call Money to be Transacted: The volume of call loans depends on the extent of deposits accrual, the possibility of quick investment in and liquidation of other money market instruments, timing of advance tax payments and seasonal fluctuations in demand for credit etc. • Risk: This includes the flexibility of call money rate. As it is volatile in accordance with the difference in Trading Centers & Bank Rate so any removal of ceiling in these centers, the call money rate is supposed to be fluctuated widely. Beside these, the large amount of borrowings by banks an certain dates to meet CRR requirements, overextended......

Words: 5856 - Pages: 24

Premium Essay

Curriculum in the Philippines

...A FINAL PAPER Presented to The Graduate School Of University of Baguio In Partial Fulfillment of the course CMAENG6 Submitted by Mary Carl Zordilla TABLE OF CONTENTS I. INTRODUCTION……………………………………………………………………………………………1 - 3 II. REACTION …………………………………………………………………………………………………. 4 – 6 III. CONCLUSION ……………………………………………………………………………………………. 7 IV. REFERENCES …………………………………………………………………………………………….. 8 I. INTRODUCTION Booz Allen Hamilton has been at the forefront of strategy and technology consulting for 98 years. Booz Allen Hamilton is engaged in providing management and technology consulting services to the United States government and commercial services. Booz Allen’s services include strategic planning, human capital and learning, communications, operational improvement, information technology work, systems engineering, organizational change efforts, modeling and simulation, program management, assurance and resilience, and economic business analysis. Booz Allen’s strategy and change management consulting expertise helps agency leaders drive their agendas and advance their missions, all while managing risk. The strategy consulting approach consists of facilitating a step-function change in operations, and developing a strategic plan that includes near-term, mid-term, and long-term goals and objectives. The strategy and change management consulting advice is based on rigorous market research tailored to the specific......

Words: 1296 - Pages: 6

Premium Essay

Group Behavior and Processes

...Group Behavior and Processes Paper Michelle Easthon CJA/444 December 15, 2014 Patrick Kelly Group Behavior and Processes Paper This paper will be launching a problem-oriented policing (POP)/S.A.R.A. initiative to the scenario area of the low-income housing development, found in Peak’s, Justice Administration: “A new low-income housing development in your community consists of 58 apartments and has become a popular hangout for selling drugs, drinking liquor, and intimidating residents until early morning hours. Gunshots are an occasional occurrence, with 5–10 calls for service in every 24-hour period. Criminals hide guns in the thick overgrowth around the complex, and when approached, they flee through a large open field behind the complex. An adjacent convenience store has become a problem as well, particularly as a magnet for drug dealers. A nearby drug house also contributes to the problem, and a T-shaped alley behind the store provides easy ingress and egress for buyers, both on foot and in vehicles. The lighting is poor (with people frequently shooting out street lights), and pay telephones in the store’s front are used constantly by traffickers. Street people in the area also engage in theft-, drug-, prostitution-, and vandalism-related activities. Additionally, these people sleep on private property, defecate and urinate on public streets, and engage in public drunkenness, graffiti, and littering” (2012, p. 74). The S.A.R.A. process involves scanning,......

Words: 998 - Pages: 4

Premium Essay

Information Use Paper

...University of Phoenix INFORMATION USE PAPER IT/205 Ivy Chiangwa Matthew Juliana April 24, 2015 This paper will discuss various aspects related to how information is used and how it flows in an organization. I will try to gain further insight by identifying the information flow in my current place of employment. Other than discussing the use of information, this paper will also discuss the various challenges in controlling the information flow and how can organization keep it safe from unauthorized use. Information flow and use in an organization It is important to first discuss information before describing its uses and how it flows. Information refers to data that has been organized in a way to give meaning and value to the recipient (Rainer & Cegielski, 2011). In an organization, the information can refer to various events, activities in a workplace or various transactions that are recorded and organized to convey a meaning. Information can also be contained in facts, ideas, imagination, opinions which can be present in various media such as print, audio and video (Olowu, 2004). Data is gathered using information systems which further process this data to convert it into useful information. Information is a necessity in every part of the organization such as finance, human resource, management, sales etc. Without information, the organization would collapse since information is the life blood of modern organizations (Opara, 2003). Usually information flows......

Words: 878 - Pages: 4

Premium Essay

Educational Needs Assessment Paper

...Educational Needs Assessment Paper Geneva Young University of Phoenix NUR/588 Professor Jennie Pattison May 12, 2014 Educational Needs Assessment Paper An educational needs assessment is a procedure that identifies training and ranks educational needs in order of priority ((Yuskiewicz, 1975). An educational needs assessment helps the organization to discover the knowledge, skills, and abilities of staff and those needed by the organization to function at a desired level ((Wynne, n.d.). The following information will be discussed in this paper: type of institution, type of nursing care or services provided, volume of activity of the G.V. Sonny Montgomery Veterans Affairs Medical Center, levels of nursing care involved, a summary of the results of the educational needs, assessment, and analysis, identification of the highest priority educational need, identification of institutional forces and those against responding to educational needs, and identification of the next step to respond to the educational need. Type of institution The G. V. Sonny Montgomery Medical Center (VA) is a federal hospital that provides convenient access to high quality medical and surgical service to more than 125,000 veterans ("VA Medical Center," 2014). VA is also a teaching hospital that is accredited by the Commission in Accreditation of Rehabilitation Facilities (“VA Medical Center, 2014). The hospital provides primary, secondary, and tertiary medical, neurological, and mental health......

Words: 1692 - Pages: 7

Free Essay

Crisis Communication of Saudi Ministry of Health

...Saudi Arabia. That region has a low population number. The fire started early morning on Thursday, the 24th of December 2015. The tragedy is high, as 25 people died and 127 were injured. The numbers are big and that caused the incident to be considered as a national disaster. People in social media such as Tiwtter and Facebook started talking about the fire. Videos and pictures were spread around and people shared them. Some citizens volunteered to rescue people from the fire and help in evacuation. Initial response from the ministry was to acknowledge the fire incident. It stated also that the evacuation of children was successful and all children were rescued. A later announcement from the ministry is to assign a call center number for patients’ families to call and ask about patients’ situation. A TV interview with the general manager of health affairs in Jazan was conducted on the same day. The manager claimed that the building was prepared with the safety requirements and standards, although the interviewer challenged him and...

Words: 2386 - Pages: 10

Premium Essay

Business Communication

...KAZIAN GLOBAL SCHOOL OF BUSINESS MANAGEMENT MARKS: 80 COURSE: MBA SUBJECT: Business communication Name: Harish Kumaraswamy Reference Number: KT-00512-10224 Note:- 1) Kindly write case study number question number properly 2) Attached question papers with answer sheets ____________________________________________________________________________________ Section A (Marks-15) Barry and Communication Barriers One common complaint employee’s voice about supervisors is inconsistent messages – meaning one supervisor tells them one thing and another tells them something different. Imagine you are the supervisor/manager for each of the employees described below. As you read their case, give consideration to how you might help communicate with the employee to remedy the conflict. Answer the critical thinking questions at the end of the case then compare your answers to the Notes to Supplement Answers section. Barry is a 27-year old who is a foodservice manager at a casual dining restaurant. Barry is responsible for supervising and managing all employees in the back of the house. Employees working in the back of the house range in age from 16 years old to 55 years old. In addition, the employees come from diverse cultural and ethnic backgrounds. For many, English is not their primary language. Barry is ServSafe® certified and tries his best to keep up with food safety issues in the kitchen but he admits it’s not easy. Employees receive “on the job training” about food...

Words: 1599 - Pages: 7

Premium Essay


...This term paper is prepared over the telecommunication sector of Bangladesh. In this term paper we discuss about all the companies that are currently running their business in market. Any one can easily get the idea about all the companies as well as the current market situation in telecommunication sector. In this term paper we mainly focus on each of the company’s product and promotional activities, their operations and also about the services to customers. By studying this term paper any one have the clear idea about different product of different companies that are currently available in this market. Objectives of the Term Paper Main object of this term paper is to know about the ‘Telecommunication Industry in Bangladesh’. Continuous Improvement of customer satisfactions and resource management. Methodology We have conducted the literature search connected to the topic to support and direct the research. This search was mainly conducting on the University databases, Journal databases, Library Journals, websites and Textbooks. We have searched the databases provided by University library access, like Emerald, Business Insight, ABI/Inform, Global Information Inc (professional Research reports) and search engines like Google scholar and university special search engine connected to all databases and textbooks. The key words mainly used were Bangladesh Telecom industry, Telecom future, Trends in Telecom, Bangladesh telecom Market. In the full range of articles and......

Words: 6733 - Pages: 27