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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.......

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Approximate Word Count: 8661
Approximate Pages: 35 (250 words per double-spaced page)

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