Skillset for the Biz

Goal - By 2013, I am cable of building a call center from the ground up (as Open Source as Possible!). By ground up, I mean understanding all the parts that allows one to build an office from a "warm shell". Then the IT infra structure: Email server, database, Domain Control, Financial Systems, HR systems, IT systems, Inventory Tracking System, Filing/Documentation Systems, Security, Desktop Systems, Phone, DID, PBX, Enterprise Wiki, Website, and of course the money-maker: the call manager. Then start and run a campaign: personally learning to use the program and its key functions and how to program a campaign, then how to run a campaign and collect and document all industry "doctrine".

To document everything and create all the data sheets and templates needed for this. To make myself able to replicate a call center again and again from start to finish, assuming with a team. To systematically record, update and test for best practice. To do all these self improving techniques on a schedule and sustainably.

have my own library of Work Templates, Contracts, and Best practice notes. Basically insure myself against Amnesia! LOL.

Skill set that would have been useful :
Pro Tip - Use SULIT.com to get the pricing for capital when doing research for costing.


Call Center for Dummies - mostly for the technical, a lot of the advice is about running a business and is handy if you have ZERO business experience. Almost all the people who get into this have an idea to appreciate BPOs in the first place.

Telco for Dummies, Trixbox and Asterix Manual - Get the idea of how the technical process works, and other than the process the TERMS. yes they are very confusing and needs to be all memorized and mastered. You have to be able to separate the SERVICE, from the TECHNOLOGY/TOOL, and the BRAND.

LibreOffice Draw and Download Cisco Topology Icons - Diagram, Diagram, Diagram...

Cisco Certified Network Associate aka CCNA (Level 1) - It takes 40 hours to train for this, and the costs range from Php17,000 in a class of 15 to Php 40,000 to an intimate class of 5. the Exam costs $250.

MySQL - because you are working with databases. If you deal with technology and organizing all that information then you better learn to use MySQL, there is a separate skillset of setting up a server (tackled in the CCNA) that allows you to set up the shared network

Linux full academy training - this would probably be 50 hours. My friend is currently running it for our IT. I plan to take these

SAMBA - The Domain Controller unifies the system by providing sign-on access. It isn't a group until there is a way to identify its members, and thats what the DC does. The Client Access Licenses, from M$, allowing computers to log in cost about php1,200 each so if you have 1,000 you have to pay Php1.2M! So learning the process of setting up a network from

SQUID - because setting up an email server is a part of every job. Gmail costs $50 per user per year. A cheap-ass server costs

PHP - its also important since alot of the database access is web based. This helps but I don't have the time to complete sift how important it is.

VICIDIAL - to learn it you have to really spend the time using it. I want to use my Rank as the "C.O.O" to spend about 20 hours a week setting up one and developing a call flow.

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