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Proposal to UNDP

for
Career Guidance and Counselling Centre

By
DYES, GOK
Table of Contents
About DYES ................................................................................................................. 2
Vision ..................................................................................................................... 2
Mission .................................................................................................................... 3
About PLSDP ................................................................................................................ 3
Features .................................................................................................................. 3
Milestones ................................................................................................................ 3
Modus Operandi ......................................................................................................... 4
PLSDP Advantage: ...................................................................................................... 4
Infrastructure ........................................................................................................... 5
PLSDP Job fairs .......................................................................................................... 5
PLSDP Plan for 2016-17 ................................................................................................... 6
Timelines ................................................................................................................. 6
Districts in Karnataka .................................................................................................. 6
CGCC ......................................................................................................................... 6
CGCC Objectives ........................................................................................................ 6
Need for CGCC .......................................................................................................... 6
How CGCC works ........................................................................................................ 7
Similar Projects in other states ...................................................................................... 7
CGCC – Working Model .................................................................................................... 7
CGCC - Call Centre Infrastructure ................................................................................... 8
CGCC Process & Functioning ........................................................................................ 15
Creating a Market for CGCC ........................................................................................... 17
CGCC – Setting up the Call Centre ................................................................................... 17
Monitoring .............................................................................................................. 18
Investment to setup CGCC ............................................................................................. 19
Capex Estimates ...................................................................................................... 20
Opex Estimates........................................................................................................ 20
CGCC outcome ........................................................................................................... 20
Annexures ................................................................................................................. 21
Annexure 1 – CGCC Registration Form ............................................................................ 21
Annexure 2 – List of MIS reports available in the CRM ......................................................... 21
About DYES

Youth Empowerment and Sports department established in 1969 as the Directorate of


Youth Services with the aim of channelizing the dynamism of Youth in nation building
activities. The department was reorganized in 1975 by establishing divisional level and
district level offices and again in 1977 by appointing officers at the block level. In 1980
merged with Karnataka state sports council and renamed as Department of Youth Services
and Sports. The Department has been renamed as Youth Empowerment and Sports
Department in 2013.

The Department of Youth Empowerment & Sports (DYES), Government of Karnataka has
formulated Karnataka youth policy to meet the following objectives:

 To provide employment to youth by upgrading their skills


 To open out channels to reach youth at all levels in the state
 To understand the aims, aspirations and needs of youth of the state
 To focus on the needs of different strands of youth across socio-economic groups
and cultural settings in the State
 To suggest both short term and long term policy priorities focusing on the youth of
the state
 To provide opportunities for youth to develop their inherent strengths and facilitate
their journey to socio-economic empowerment
 To devise strategies for youth to take on greater responsibilities in multiple spheres,
be active participants and partners in the all-round development and growth of the
state
 To ensure the implementation of policies through appropriate mechanisms
resulting in desirable outcomes

Principles Underlying the Karnataka Youth Policy

 Holistic Development and Multi-Sector Coordination


 Protection of Youth at Risk
 Gender Equity and Social Justice
o Respect for and Pride in the Nation, Its Culture and Beliefs
o Strengthening Family and Social Connections
o Community and Stakeholders Engagement
o Use of technology to promote innovation
 Inclusion of Youth Perspectives and enabling Youth Participation
 Planning schemes and programs for youth based on analysis and research

Vision

Reach, Engage and Empower the youth of Karnataka to facilitate all round development of
the society, Karnataka, India and the World.
Mission

To create, with and for the youth of Karnataka, a better, brighter, more than just and
fulfilling tomorrow

DYES have been executing various schemes and projects towards Empowerment of the
Youth, some of them are:
 Sports Schemes
 Youth Empowerment Schemes
 Vocational Training
 GETHNAA

You can find more information at http://www.karnatakayouthportal.in/

About PLSDP

The Placement Linked Skill Development Program (PLSDP) is the brainchild of DYES to
Train, Place and secure the career of Youth throughout Karnataka.

The objective of this project is to bridge skills deficit & promote employability across
Karnataka in a multitude of sectors.

PLSDP initiated in November 2015 and has already enrolled 10,000 beneficiaries, Trained
4500 and placed more than 2000.

Features
 FREE training with placement for Graduates, Post Graduates, Diploma, PUC, SSLC
& Drop outs across Karnataka.
 Conducting training programs in IT, ITeS, Retail, Hospitality, Sports & BFSI.

Milestones
 Empanelled >150 colleges across Karnataka
 Partnered with >100 companies across sectors like IT/ITeS, Retail, Sports, Hospitality & BFSI
 Completed 15 registration drives & 10 Placement Drives
 Placed around 2000 candidates with an average salary of INR 12,000/- per month
Total Placments: FY 2015-16
1200
1000
800
600
400 Total Placments
200
0

Modus Operandi

Partner with Build demand led


Mobilise, Source
Employers to industry relevant
& Counsel
assess demand training program

Enroll & Register Deliver Training Assess & Certify

Provide Provide Post-


Placement placement
Opportunities Support

PLSDP Advantage:
 Industry relevant Training imparted including Aptitude Test preparation
 Soft Skills training with emphasis on Communication training will be part of the
program for every candidate
 Education Kits prepared by Industry Experts
 Assessment by Panel of Industry Experts
 Placement for trained candidates
 Zero Cost to the Students
 Zero Cost to Universities/Colleges
 Zero Cost to Employers

Infrastructure
 Department owned Training Centres across Karnataka
 Department owned Placement Centres in 6 locations across Karnataka
o Equipped with Systems & Internet for Aptitude Tests
o Discussion rooms
o Interview rooms
 Facility will be located at District Youth Centres

PLSDP Job fairs


DYES conducted about 15 job fairs throughout Karnataka in the recent past. These Job fair have help
build credibility and a brand for DYES to promote employment and help secure the career of youth.
The job fairs have successfully connected candidates/students with employers in a multitude of sectors
for both local employment and employment in Tier 1 & Tier 2 cities like Bangalore, Mysore and
Mangalore. The employers and the candidates/students participating in job fairs are NOT charged any
fee. The onus has been to Plan, Organize, Implement & Execute the events. This has given our team
rich experience in handling these large-scale events that create maximum impact for the career of the
youth. List of Job fairs is below:

Job Fair Location Date


09/March/2015 -
Mandamus Office (Modhi Hostital) 10/March/2015
City College, Bangalore 4-Jan-16
Stratadign 14-Jan-16
Basaveshwara College, Bangalore 22-Jan-16
Sree Kanteerava Outdoor Stadium, 03/Feb/2016 –
Bangalore 04/Feb/2016
Government First Grade College,
24-Feb-16
Tumkur
Maharaja’s College, Mysore 26-Feb-16

Sarala Devi Degree College, Bellary 3-Feb-16

Maharani College Bangalore 11-Mar-2016


RC College Bangalore 24-Mar-2016
Krishnadevaraya Universit, Bellary 28-Apr-2016
Government First Grade College,
Yelahanka 18-Apr-2016
Government First Grade College,
Gadag 27-Apr-2016
Government First Grade College,
Bijapur 26-Apr-2016
Government First Grade College,
Sindhanur(Raichur) 25-Apr-2016
Government First Grade College, KR
Puram 21-Apr-16

PLSDP Plan for 2016-17

Timelines

Districts in Karnataka

CGCC
The Department of Youth Empowerment and Sports, Government of Karnataka is providing
Employability programs to the Youth of Karnataka through the PLSDP initiative. To reach out to
students & candidates to be part of this innovative project, the need of the hour is to create a
ecosystem which would help bring awareness to large sections of the community throughout Karnataka
across all the Districts, taluks, zilla parishads, panchayats & villages. To broach cast information at this
scale, to such a large sections of the society, CGCC has been conceptualized.

CGCC Objectives
 To provide guidance to beneficiaries on career path and handhold them to achieve sustainable
results through Training & Placements.
 To provide counselling to beneficiaries on short-term & long-term skilling & up-skilling
programs conducted by PLSDP

Need for CGCC


Vast regions of Karnataka is still under developed, in these areas awareness about today’s economy,
emerging industries, the status of the job market, etc is almost nil. As a result, the youth of these
areas, and communities are ignorant, unsure about What’s Next after finishing studies or what’s Next
after stopping their studies.
The Department has recognised this concern and has come up a novel idea to reach out these sections
of the community to help bring, not just awareness, but also help the youth in these areas with
training and placement in a multitude of sectors like IT, Sports, Hospitality, BFSI, IT & Retail.
The idea is cover entire Karnataka, given the challenge of coverage – the use of a call centre has been
envisaged. Today, almost all members, in the most remote parts of Karnataka have access to Mobile
Phones - This has been taken into account to help cater to the youth across all the 30 districts.

How CGCC works


CGCC will be a professional Counselling and Guidance facility to help Unemployed youth with Skill
Development programs, upon finishing these programs the beneficiary will be provided Placement
Assistance to help develop a secure career. CGCC will comprise of a Central Call Center and a Team of
Counsellors.
Counsellors would be present at the Call Centre and at all the Distrcts of Karnataka to provide
counseling and guidance to the students and their parents to create awareness about skill development
programs and placements.
The Skill Dvelopment program & Placement Assistance post the CGCC Counseling will also be provided
by the Department, as part of the Placement Linked Skill Development Program.
The Department is creating a complete eco system in which a beneficiary is counseled then, guided to
pick the right Skill Development program, extensive training is provided, post which conclusive
placement assistance is provided leading to a secure career for the beneficiary.
The whole process comes at Zero Cost to the beneficiary.

Similar Projects in other states

Vidya Help Line – Supporting all the districts of A.P


Currently offers two key services
 Toll-free tele-counseling: Operating a toll free number (1800 425 2425) to provide authentic
and complete information to students in the categories of careers, courses, vocational and job
oriented courses, open education, scholarships etc.,

 Goal Setting & Career Counseling Workshops: Aimed at goal setting and exposing rural
government school students of 9th and 10th standard to various career opportunities to make
them Dream BIG!!! Assisted more than 31,000 rural students with the support of Yuva Varadhi
(www.yuvavaradhi.com).

Website: www.nirmaan.org

CGCC – Working Model

CGCC will comprise of 3 Phases:

1. Beneficiary gives a missed call – the 24/7 missed call facility will log all the calls
2. Agent calls the beneficiary, registers the candidate into the programs and gets
basic questions answered
3. Counseling
 Counselor calls the beneficiary, conducts a detailed analysis of the
candidate and helps the candidate choose the right Skill Development
program. If required, a Counselor at the district level meets the
beneficiary with family face to face for a counseling session on Career
guidance

A complete full-fledged Call Centre facility is required to achieve the objectives of this
program apart from other components and teams of Counselors

CGCC - Call Centre Infrastructure


Introduction
A Call center is a functional area within an organization or an outsourced, separate facility
that exists solely to answer inbound or place outbound telephone calls. A Call Center
usually refers to a sophisticated voice operations center that provides a full range of
inbound or outbound call-handling services, including customer support, operator services,
directory assistance, multilingual customer support, credit services, card services, inbound
and outbound telemarketing, interactive voice response and web-based services.

Key Components of a Call Center

Automatic Call Distributor (ACD)


ACD distributes calls to agents as they are received. The calls may be distributed in various
ways to optimize usage of the call center resources and allow the best possible agent to
service the customer call. The main parameters used for routing are:
 Agent Skill based routing
 Agent Idleness Based Routing
 Network Directed Routing (Using Calling Line Identification / Dialed
 Number Information Service)
 Time Based Parameters
 Predictive Dialer

Computer Telephony Integration (CTI)


CTI integrates telephone and computer operations by linking databases to the telephone
connection. A common perception is that CTI is just for a "screen pop," in which customer
information "pops up" on an agent's screen as a call is received. Today CTI encompasses
far more as the coordination of real time voice events and database events is far more
sophisticated allowing real time feedback for Dynamic Routing Schemes, Call Flow
Scripting, Workforce Management and Real Time Reporting.

The top applications for CTI in call centers include:


 Screen-pop of caller follow-up information
 PC soft phone functionality on the desktop generally for outbound
 calls
 Skills-based or other intelligent routing applications
 Support of call monitoring
 The top benefits of implementing CTI, specifically by using screen-pop of customer
record information and intelligent routing of calls are improved productivity and
reduced costs and improved customer satisfaction.
 Improved productivity achieved through the reduction in handling time for the call.

Web Integration
Web integration allows customers to interact with call center agents through Web Callback,
Web Chat, and Collaborative Browsing, allowing companies to provide live contact to online
customers which is essential for providing nonstandard information to customers, and giving
them reassurance that there is expert help available in case they need it.

Interactive Voice Response (IVR)


IVR provides information to a customer by turning the keypad of a telephone into a
keyboard. As a result, many standard queries formerly answered by an agent can be
handled by an IVR, freeing agents for more complex, value added work. It also gives
customers a self-service option, speeding up the transaction for the customer.

Voice Logging and Messaging


Voice Logging allows digital recording of conversations and messaging allows callers to
leave messages if agents are not available to handle a call. Voice Logging allows call
centers to have sophisticated agent training by recording and playing back agents
conversations to them. It can also be used to monitor agent performance and to provide
proof of transaction records.

Interfaces for Integration with Applications


Modern Call Center solutions are integrated with other applications such as Customer
Relationship Manager (CRM) modules, Lead Management Software and Billing Applications
for Screen Pop-ups, Predictive Dialing, etc.

Universal Media Handling


Customers can call up, send a Fax, send an email, visit the Web site or have a text chat
with the organization’s representatives. This is provided by the Universal Media handling
capability of a call center, which handles all the messages in an integrated manner using
common business processing rules.

Operation of a typical Call Center


Any call center gives various interfaces to the user but the two most important are the
Telephone using PSTN and Web Interface. When a customer calls the call center, it is
desirable to provide the access through a local call irrespective of the location. In fact, as an
addition, these local numbers can be provided toll-free.

The calls are taken to the call center on the dedicated links. One higher capacity digital link
is leased and multiple voice circuits are taken using Multiplexer. At the central location,
these calls are handled by IVRS system to group the calls and may be to provide the first
level of the call. IVRS system may be designed for bilingual support. Based on the inputs as
part of the IVRS interface, calls are grouped and routed using ACD. Calls will be distributed
to all the available agents uniformly. Call may be distributed in various ways like network
directed routing, agent Idleness based routing or agent based routing. When any agent
receives the calls, existing customer related data would be available on the computer
screen. This will make use of the inputs taken as part of IVRS system. Thus IVRS system
would be essential part of the call center strategy.
As an additional interface, the Web interface can be made available to the users. Taking the
Internet backbone connectivity to the call center will provide this.

Call Center Technology


There are two key technologies used for Call Centers, conventional EPABX based model
and the new PC Based technology. EPABX Based Call Centre with PC technology for Data
Communication Historically Call Centers evolved from being a place with just telephone
lines landing on agent desks. Then a PBX was added with ACD to distribute calls comng on
common lines. Over time Predictive Dialers, IVR systems and CTI were added to create a
full-fledged Call Center. These systems are thus architect on a gradual build up model
requiring extensive and expensive integration effort.

In the above system, EPABX system is required for voice calls and the PC based
technology is used for data communication

CGCC - Call Center

Technical Infrastructure Requirements


The proposed Call Center for CGCC shall be installed and maintained by a professional and
established Call Center company of repute and shall have centralised Air-conditioning, 100
percent power back up, and operational for 8 hours a day 6 days a week. The Call
Center should have state of the art equipment’s available as on date and should have the
capacity to accommodate/ create the additional number of seats required for CGCC. The
Call Center should be located in Bangalore at the Sree Kanteerava Outdoor Stadium.

Call Center Infrastructure


 CGCC shall receive missed calls 24/7, 7 days a week, 365 days a year
 It shall have IVRS support.
 Its network must have multi level security mechanism to protect it from attackers,
worms, viruses, spamming etc.
 Its network shall have Firewall installed to protect unwanted intrusion into the
network.
 Its network shall have Antivirus solution from reputed vendors like Trend micro,
Norton, Mcafee etc.
 There must be adequate provision in the Call Center for maintaining the required
data redundancy and backup of the call record database application. There should
be no loss of data or discontinuity of service due to hardware/server failure.

 The Call Center shall have at least two numbers of UPS running in hot standby
mode each with enough capacity to handle entire load of the Call Center.
 The Call Center shall have provision for full generator backup to run the Call Center
in case of failure of power supply.
 The Call Center shall have sufficient numbers of the incoming lines with a facility to
terminate additional lines in future.
 The Call Center shall have spare capacity to house sufficient no. of additional seats
as & when required
 The Call Center shall have capability to logically partition the switching system to
avoid interference with other set of users.
 Call Center Agents will be able to take calls, answer in the chosen language and
complete the transactions using a Call Record Management (CRM) application
software. All interactions will be logged and maintained in the Call Center for later
analysis.
 Agents will be able to make outbound calls as per the process logic provided by
CGCC
 The workstation for each agent would meet minimum requirement of 36”x30” table
size with partition. The agent seats would be placed at sufficient distance so that
conversations are not overheard.
 Each workstation shall be latest state-of-the-art PC with Colour TFT Monitor, Mouse,
Key board etc.
 The Call Center desks should be connected to a minimum 100 MBPS LAN (Local
Area Network) connection.
 Each Call Center Agent shall have high-speed Internet connectivity on his/her
desktop. The desktop configuration or LAN should not be a bottleneck for the sped
of Internet access.
 Each workstation would have good quality headsets and telephone instruments from
reputed brand with advanced features like background noise cancellation.
 The Call Center should have inhouse class room/ conference room facility for
conducting training of the Call Center Agents.
 It should have Voice Logging facility for recording and playing back agents
conversations so that it can be used to monitor agent performance on random basis
and to provide proof of transaction records.
 It shall have an uptime of 99% during the normal working times.
The network design of the Call Center shall be as follows

Voice Connectivity & Toll Free Number:


 The Call Center shall have one E1/PRI link from BSNL or any other telecom service
provider upto the CGCC Call Center.

 The above E1/PRI links would be terminated to a state of art EPABX system
 with following features:
 Standard features like Call Transfer, Conference, Barge-in, DID, DNIS, ANI, CLI. It
will also support skill based routing.
 Multiple group support, this would enable an agent to be part of multiple groups,
priority handling, queue status indicator.
 Supervisor assistance and monitoring: Real time remote monitoring of ACD queue,
agent status, and no call answered, abandoned etc.
 Announcements: System will support the ability to play multiple announcements per
queue as defined by the administrator. This would enable programming different
announcements for different types of calls.
 The system will report intelligent delay announcements, System will play
configurable music on hold.
 Call overflow: The system will support call overflow routing e.g. if there is a queue in
particular ACD group and another group is sitting idle, the system will be able to
transfer the calls to the other group based on the settings defined by the
administrator.
Reporting:
The system will provide standard as well as customized reports defined by the Department.
The system will support remote retrieval of reports e.g. CGCC personnel sitting in remote
premises can see the report at any time they want.
Call Monitoring:
The system will report call recording of certain calls as defined by administrator or
supervisor based on certain parameters e.g. agent/group, CLI, type of call.
CTI (Screen pop-up)
The system will provide an agent application (preferably integrated with the Call Record
Management application software). It will pop-up along with the caller information when the
call comes to the agent. The CLI will have the capability to popup all the vital customer data
on screen as decided by the Department.

The Agent will be able to control the telephony features from this application like login,
logout, away, pick-up, hold, hang-up, conference, and transfer to another agent along with
the screen (voice and data) to another agent. Screen pop-ups will be multi-colored. CRM
components, queries or call priorities will be recognizable by the color of the pop-up.
Entire login, logout, away, total call handled, data of the agent will be captured and
produced as reports. The Call Record Management application software will also have the
online monitoring display of the ACD queue(s).The CTI application will also record a ticket
on each call for reporting purpose. The docket shall be opened by the Call Center and will
be closed only after the customer is satisfied.
Remote monitoring capabilities:
The system will support monitoring of real time ACD statistics, queue, and number of
agents, abandoned, answered calls remotely using the application provided by the system.

Call Record Management (CRM) Application Software:


The CRM application would have two modules -
Agent Module
MIS Reporting Module

CRM – Agent Module


The CRM-Agent Module would maintain complete call history record of all calls since the
first day of its coming into being. The application would allow agents to capture and display
caller information, problem descriptions, problem categorization, severity classification,
prioritisation, and complete status tracking with open and closed dates and times.

Main features of the CRM-Agent Module application shall be as follows:


 It would support multiple host connectivity- local as well as remote.
 It will have a single interface for consistent customer interactions through multiple
touch points. It shall have a consolidated view of the caller to ensure that each agent
has complete knowledge of every interaction regardless of the channel of
communication.
 Each call record would be uniquely identifiable by an automatically generated query
number. The unique query number will be intimated to the caller so that the same
number is quoted by the caller during his/her subsequent call to know the status of
any pending query/grievance.
 The caller details, e.g., name, address, contact details (telephone no., fax no.,
mobile no., email-id), age, sex etc, will be recorded. Complete details in Annexure 1
 Brief description of query of the caller would be recorded.
 Brief description of answer/solution given by Agent would be recorded.
 Call Center shall have the provision for call escalation to level-II.. The CRM-Agent
Module would have the provision to generate and send escalation Emails
automatically by the system with a confirmation from the Agent. There will also be
provision for initiating automatic generation and sending of reminder Email for an
escalated call for which reply is still pending.
 Status of call would be recorded, e.g., query/complaint forwarded to relevant level-II
agency, response to query/complaint received from relevant level-II agency, reply
given to caller & call closed etc. with status dates.
 Response from the level-II Agency is recorded.
 Facility for searching the call record database on various attributes and combination
of attributes would by provided.
 The application would also have the provision to build database of FAQs and their
standard answers.
 Database of all calls received since start of CGCC would be maintained.
 Backup of the database would be maintained as per a well defined backup policy.

A broad outline of the screen interface envisaged for the CRM-Agent Module
is as follows:

CRM – MIS Reporting Module


The CRM application would have a report generation module providing various MIS and
statistical reports based on the call records database as required by the Department from
time to time. The user would be given the choice to set various filters like period (from-date
and to-date), state, district, type of caller, escalation indicator, escalated to and various
other attributes and their combinations while generating an MIS report from the database. A
list of MIS Reports envisaged for the CGCC is included in Annexure-2 of this document.
However, this is not an exhaustive list, and more no. of MIS Reports may be required in the
course of time.

Some ad-hoc MIS Reports may also need to be generated as and when required by the
Department. The ad-hoc reports may be required for various reasons including addressing
a parliament question related to the CGCC. Examples of such ad-hoc queries are:
 No. of complaints received against Banks/FIs
 No. calls received from a particular state
 No. of calls received from potential entrepreneurs from a state
 No. calls received for a specified MSME scheme
CGCC Process & Functioning
The Department will setup the CGCC Call Center with requisite infrastructure to handle the
calls as follows:

 CGCC would receive missed calls 24/7 through a “Missed Call Facility”. The caller
would immediately receive a SMS with a thank you note, timing of the call center and
would give information to the caller, on the timeslot in with CGCC agent will call the
beneficiary, to initiate the CGCC process.

 The Agent would call back to the beneficiary & the agent would have a conversation
in English and/or Kannada languages.

 The Call Center Agents are considered as Level 1 support of CGCC. The Call
Center Agent would be a graduate in any discipline with excellent communication
skills in English and Kannada so that the Agent is able to communicate and
understand the queries easily. In addition, the agent would also have good
knowledge of computers so that he/she is able to record the queries and other
necessary details with clarity. The Call Center Agents would be trained in soft skills,
telephone etiquette, Language skills & computer skills required for the job.

 The Call Center Agent would be required to have basic understanding about the
CGCC Objectives and implementation.

 The Call Center Agents would register the beneficiary into the CGCC portal by
recording the name, address, phone number etc, as described in Annexure 1. After
the complete information in filled in by the Agent while the beneficiary is still on the
call; the submit button is clicked, immediately an OTP is sent to the beneficiary
mobile number. This OTP has to be given by the beneficiary to the Agent. The Agent
types in the OTP in the CGCC registration page and clicks on confirm, if the OTP is
correct then the beneficiary is successfully registered into the CGCC program.

 A unique query number is allocated to each beneficiary upon registration and the
same will be intimated to the caller by SMS. This Unique Query Number is quoted by
the beneficiary during his/her subsequent calls.

 The Agent then, schedules a call for the CGCC Counselor to have a telephonic
discussion with the beneficiary to take next step in the CGCC process. The timeslot
for this call is intimated to the beneficiary via SMS

 Post this, at the stipulated time, a Counselor will call this beneficiary and have a
detailed conversation with regards to the beneficiary’s academics, family
background, the individual’s interest, career path etc. and guide the beneficiary to a
relevant Skill Development Program which would lead to a Job. The entire details of
the conversation is filled into the portal by the Counselor and the call is also
recorded for future reference.
 When the Counselor is able to provide satisfactory answer to the beneficiary and a
Skill Development course is picked for the candidate, the Counselor’s role ends.

 In case, the Counselor is not able to provide a resolution to the Beneficiary; a face-
to-face counseling session is scheduled at the candidate’s District HQ. This session
would involve the candidates along Parents/Guardians and a Senior Counselor will
handle the session and update the details onto the Portal immediately after the
session is done.

 The whole process from the beneficiary giving a missed call to the face-to-face
counseling session is expected to take 1 to 4 days on an average.

 CGCC portal would be able retrieve the relevant call record (using the unique query
no.), with the updated the details from the Agent and the Counseling team and send
an Email to the beneficiary intimidating closure of the call. In case the beneficiary
does not have an Email Id, a CGCC Agent will make an outbound call to the caller to
intimate him/her about the reply and close the call. In case the caller cannot be
contacted on phone, the call would still remain open. The candidate can at any time
call CGCC and enquire about reply to his/her query by mentioning the unique query
number. CGCC Agent would close the call after that.

 CGCC Call Centre Team Lead would print a daily report of the calls which are
pending for closure for more than 4 days and escalate to the Team responsible for
handling escalations. Reminder Emails will be sent to this Team with a copy to the
Department, for each such pending case.

 The Call Center working hours would be 9:00 AM to 5:00 PM, 6 days a week with
holidays on 2nd & 4th Saturday and National/Government Holidays.

 The CGCC Call Detail Database (CRM) containing the information about all the calls
and complete details of the beneficiary and the details of the discussions with the
Counselors shall be maintained on a web portal. The database can be accessed
from anywhere on the web by authorized users. Various MIS Reports can also be
generated from the Call Detail Database by authorized users from anywhere on the
web.

 The Call Center would provide various MIS Reports and the Department will analyze
them on regular basis. Such analysis is expected to yield vital field information about
the problems/ difficulties encountered by the candidates in rural and backward areas
and possible remedial/developmental actions

 The CGCC Call center should engage at least two supervisors who would be fully
conversant with all aspects of the Call Center processes and subject matter. These
supervisors must attend all subject matter training arranged by the Department.
They should also be able to impart the basic subject matter training to new Call
Center Agents who have not yet attended subject matter trainings.
 The subject matter trainings other sessions would be conducted in the premises of
the CGCC Call Center in order to minimize disruption of normal services of the Call
Center during the training period.

Creating a Market for CGCC

Publicity of the CGCC – 24/7 Missed Call Facility


The CGCC Call Centre – 24/7 Missed Call Facility needs to be aggressively publicized so
that unemployed youth, communities, Villages, people in the most areas of Karnataka
become aware of the facility and can make use of the same. The Department may plan
such publicity through Newspaper and the electronic media. The Missed call number should
be prominently displayed on the home pages of the websites of the Ministry. A single line
footage on the Call Center can also be added to all advertisements of the Department of
Youth empowerment & Sports. All the District level Youth Centers, Nehru Yuva Kndras can
be approached to prominently display the CGCC number at their offices.

All the Government Colleges, Universities, Zilla Parishad offices, Aganwadi Offices,
Panchayat offices, scheduled banks can be requested to publicise the CGCC Number. We
can also have posters, and banners in the above mentioned offices which would help
broadcast the CGCC facility.

Press release in all the newspapers being distributed in Karntaka, describing the CGCC
facility and the number can be given in Kannada & English Newspapers.

The NGO working the rural areas can be given Flyers/ Plamplets about the CGCC facility
and can be requested to distribute these to the people they work with

DYES conducts lot of sports and other activities – during these activities CGCC numbers
can be advertised used Banners, Posts and flyers

DYES manages Youth Centre Stadiums in almost all the districts of Karnataka, Banners &
Posters can be put up in these places to publicize the CGCC facility.

DYES will conduct quite a few registration drives, job fairs and training programs as part the
PLSDP initiative, at all these places and event the CGCC facility can be publicized in the big
way, as the attendees at these events and activities would be Youth.

CGCC – Setting up the Call Centre

A turnkey model has to adopted to setup the CGCC Facility, which would be beneficial in
terms of cost, control and quality for the Department. In a turnkey environment, the CGCC
team assumes full responsibility for day-to-day operations while working closely with the
Department to define key objectives and long term strategic plans.
CGCC Call Centre would be set up at Sree Kanteerava Outdoor Stadium, Bangalore

The call center requires investment in space, technology & human resource to handle the
highest demands that are expected in the foreseeable future.

The up-front infrastructure costs involved in providing customer service whether via phone,
email, has to be taken in account carefully.

Backup systems need to be built to deal with system down times, maintenance or repair.

Customer service is a labour-intensive activity and it requires on-going investment in


recruitment, training, checking and other human resources costs.

CGCC has to give the highest possible level of service. Agents should be available to meet
peak demands related to season, time of the day, etc.

CGCC should provide regular, detailed reports on pre-established performance measures.


It will also remove the bottlenecks and delays associated with the government operations.

Monitoring
The CGCC functioning would have to be reviewed from time to time. Call centre logs
contain a plethora of information regarding the call patterns and the counselor’s
competence. The main areas which should be targeted so as to look into call patterns would
be busy hours, number of unanswered calls, number of calls transferred to the field
Counselor per day, response time of the Agents & Counselors etc. The reports, over a
period of time, would provide an insight into the following areas:
 Capability
 Shortcomings
 Whether there is a need to increase / decrease the number of seats in the call centre
 Changes in shift times if required
 Competency of the call centre including Agents & Counselors

A monitoring team to perform surprise checks on the call centre would be required. A
complaint cell or number for making complaints regarding the call centre would help in
getting to know about the actual performance value of the call centres.

To summarize, the monitoring of call centres would involve the following key activities:
 Analysis of MIS Reports and Statistics received from CGCC.
 Monitor the correctness of assumptions periodically and growth rate / popularity of
the Missed Call Facility.
 Hold regular discussions with the Call Center Agents and Couselors to collect
feedback and use this feedback to improve the process
 Examine the process of developing the information base from the queries and their
answers. Analyse the pattern of queries so that a Knowledge base can be developed
over a period of time.
 Make periodic as well as surprise Third party quality of service checks at the call
centre.

Investment to setup CGCC

Assumptions
The Budgetary Costs for setting up and operation of the proposed CGCC Facility have been
worked out based on certain assumptions listed below:

 Call Center working hours would be 9:00 AM to 5:00 PM, 6 days a week with
holidays on 2nd & 4th Saturday and National/Government Holidays.
 No. of Agents in the Call Center shall be 10 (for both Kannada & English)
 No. of Counselors in the Call Center shall be 5 (for both Kannada & English)
 Full capacity utilization of the agents in handling of calls assumed
 Average call duration is 10 minutes for Agent
 Average call duration of 20 minutes for Counselor
 Taxes shall be applicable on the estimates costs for Hardware, Software & Services
 24/7 Missed Call facility will be implemented using a Cloud Solution
 EPAX to outgoing Calls by Agents & Counselors
 Phones & Headsets for all agents and counselors
 CRM
 CRM integration with SMS, Mail, Unique Number Generation
 Network must have multi level security mechanism to protect it from attackers,
worms, viruses, spamming etc.
 Network shall have Firewall installed to protect unwanted intrusion into the network.
 Network shall have Antivirus solution from reputed vendors like Trend micro, Norton,
Mcafee etc.
 There must be adequate provision in the Call Center for maintaining the required
data redundancy and backup of the call record database application. There should
be no loss of data or discontinuity of service due to hardware/server failure.
 The Call Center shall have at least two numbers of UPS running in hot standby
mode each with enough capacity to handle entire load of the Call Center.
 The Call Center shall have provision for full generator backup to run the Call Center
in case of failure of power supply.
 The Call Center shall have sufficient numbers of the incoming lines with a facility to
terminate additional lines in future.
 The Call Center shall have spare capacity to house sufficient no. of additional seats
as & when required
 The Call Center shall have capability to logically partition the switching system to
avoid interference with other set of users
 The workstation for each agent would meet minimum requirement of 36”x30” table
size with partition.
 Each workstation shall be latest state-of-the-art PC with Colour TFT Monitor, Mouse,
Key board etc.
 The Call Center desks should be connected to a minimum 100 MBPS LAN (Local
Area Network) connection.
 Each Call Center Agent shall have high-speed Internet connectivity on his/her
desktop. The desktop configuration or LAN should not be a bottleneck for the sped
of Internet access.
 Each workstation would have good quality headsets and telephone instruments from
reputed brand with advanced features like background noise cancellation.
 The Call Center should have inhouse class room/ conference room facility for
conducting training of the Call Center Agents.
 It should have Voice Logging facility for recording and playing back agents
conversations so that it can be used to monitor agent performance on random basis
and to provide proof of transaction records.
 It shall have an uptime of 99% during the normal working times.

Capex Estimates

Opex Estimates

CGCC outcome

 End to end solution – Awareness, Guidance, Skill Development & Placements


 Owned, Designed, Implemented and Managed by the Department – so long term
strategies can be implemented based on the initial pilot without any hindrance
 Will bring awareness and clarity to lakhs of youth & their families on education,
skilling and jobs
 Will reach out to the most rural & under developed areas of Karnataka
 Woman and differently abled population will also be part of this campaign
 Will provide targeted one on one counseling and guidance to help youth in their
journey to build successful careers
 Will provide Skill Development Programs and Placement Assistance through PLSDP
 The whole process comes at Zero Cost to the beneficiary
Annexures

Annexure 1 – CGCC Registration Form

The attributes of each call that would be captured through the CRM-Agent Module are as
follows:
1. Query No. – a system generated unique id
2. Name of Caller
3. Language option – English/ Kannada
4. Type of Caller – indicates whether the caller is existing or New
5. Phone No.

7. Mobile No.
8. Email Id
9. Date & Time of Call
10. Address of Caller
11. Taluk of Caller – to be selected from a list box
12. District of Caller – to be selected from a list box
13. Age of Caller
14. Gender of Caller
15. Source of Info – indicates how the caller came to know about CGCC
16. Type of Call – indicates whether it is a query or repeat call etc
17. Query Details

Annexure 2 – List of MIS reports available in the CRM