Managed Call Center & Helpdesk
Complete call center setup and operations for government and enterprise. From floor space and staffing to AI-powered software and round-the-clock service, DITECH runs the whole thing. One partner. One contract. Total accountability.
Everything it takes to run a call center
DITECH owns the full lifecycle: physical setup, recruitment, technology, and ongoing operations, so you can focus on serving people, not running a contact center.
Facility & fit-out
We identify, lease, and build out floor space, workstations, ergonomic furniture, server room, structured cabling, and full power and cooling.
Recruitment & HR
End-to-end staffing: sourcing, screening, onboarding, and training. Complete rosters with agents, supervisors, QA, and operations management.
Hardware & network
Branded PCs, noise-cancelling headsets, IP phones, rack servers, firewalls, and managed switches, configured and warrantied for the full term.
Call center software
ACD, IVR, CRM and ticketing, call recording, live dashboards, and AI voice agents via Verbex.ai, Bangladesh's own Voice AI platform.
Quality & reporting
SLA dashboards, call scoring, agent performance reports, and monthly service reviews delivered to your management in the format you need.
Security & compliance
Data security policies, access controls, encrypted recording retention, and physical security aligned to government data-handling requirements.
One model, 10 to 300 seats
Whether it's a small helpdesk or a 300-seat enterprise contact center, the delivery model is the same, and so is the single point of accountability. We size the operation to your call volume and grow it as you do.
10 – 50 seats
Single-line helpdesks and government helplines. Three-shift 24/7 cover with dedicated supervision and a complete admin team.
50 – 150 seats
Multi-service operations with floor managers, layered QA, redundant connectivity, and SAN-backed call recording.
150 – 300 seats
Large-scale contact centers with high-availability infrastructure, workforce management, and full disaster-recovery provisioning.
From contract to live operations
A structured, time-bound deployment. Recruitment runs in parallel with fit-out, so the operation goes live as soon as the floor is ready.
Scoping & floor plan
We map seat count, shift model, and service type to a facility specification, then source and lease floor space in a client-approved location designed for the agreed headcount.
Infrastructure build-out
Structured cabling, network, firewall, server racks, AC, UPS, and generator connection, plus full workstation assembly, completed before the technology stack goes in.
Technology deployment
Call center platform configuration: IVR design, ACD routing, CRM integration, SIP trunk provisioning, agent desktops, and supervisor dashboards, with joint UAT.
Recruitment & training
Agents sourced, screened, and onboarded against your approved profiles. Service knowledge, soft skills, and system training, with mock-call certification before go-live.
Go-live & steady state
Phased launch with parallel monitoring and SLA tracking from day one. DITECH runs HR, payroll, maintenance, and quality management throughout the contract term.
An AI-powered software stack
Proven platforms with native local-language capability, including Bangla voice AI, to serve Bangladesh's diverse citizen base.
Voice AI built for Bangladesh
A Bangladesh-origin Voice AI platform with native Bangla capability, deployed for government citizen services, IVR automation, and AI-assisted agent support. Proven in live government use.
- Bangla & English voice agents
- Natural conversation, not robotic IVR
- Post-call analysis & sentiment
- CRM & ERP integration ready
- Real-time supervisor dashboard
- SIP trunk & PBX compatible
ACD, IVR & agent desktop
Enterprise-grade call distribution, intelligent routing, and a unified agent desktop with call controls, wrap-up codes, and knowledge base.
- Skill-based routing
- Custom IVR call trees
- Warm & cold transfer
- Automatic call recording
- Queue monitoring & wallboards
- Voice, chat & email
Monitoring & analytics
Live call monitoring, whisper coaching, barge-in, and SLA dashboards. Every call scored against your quality rubric.
- Live agent wallboard
- Recording & playback
- QA scoring templates
- Agent scorecards
- Escalation management
- Custom SLA alerts
Case management & integration
Every interaction logged, tracked, and resolved. Open APIs integrate with existing government systems, MIS portals, or land-record databases.
- Auto ticket on call
- Category & priority tagging
- Escalation routing
- SLA breach alerts
- Reporting dashboards
- API to gov systems
Workforce management
Shift scheduling, adherence tracking, attendance, and leave management, essential for running large 24/7 operations efficiently.
- Shift scheduling
- Adherence tracking
- Attendance & leave
- Forecasting
- Real-time staffing view
- Payroll-ready exports
Built for reliability and resilience
Every deployment is hardened against power failures, network outages, and hardware faults, non-negotiable for 24/7 government services.
Power resilience
UPS per server rack, line-interactive UPS for all workstations, and generator standby for continuous operation through grid outages.
Dual connectivity
Primary fiber with secondary broadband failover. SIP trunks from two carriers keep calls flowing even during a single-provider outage.
Agent workstations
Business-grade PCs with licensed OS, dual-monitor option for supervisors, noise-cancelling headsets, and IP phones on a separate voice VLAN.
Server & storage
On-premise racks for call recording and application hosting, with redundant RAID/SAN storage and daily backup to an offsite or cloud location.
Climate control
Dedicated AC for the operations floor and a temperature-controlled server room on a separate cooling circuit, independent of floor HVAC.
Physical security
Access-controlled entry, CCTV coverage, visitor logging, and clear data-handling policies aligned to government security classifications.
Local expertise, delivered end to end
Deep understanding of Bangladesh's workforce, telecom infrastructure, and regulatory environment, so the operational complexity stays with us.
Skilled workforce
A large pool of Bangla and English-speaking graduates in Dhaka and beyond. We source, screen, and certify the right agents through targeted drives and agency partnerships.
Telecom & connectivity
We partner with licensed ISPs and SIP providers to provision primary fiber, secondary failover, and short-code lines, the redundant connectivity 24/7 helplines demand.
Data security & compliance
Encryption, role-based access, secure recording storage, and physical access policies aligned to Bangladesh government data-classification requirements.
Market research & scoping
Inbound volume estimates, language requirements, peak-hour profiling, and escalation design, so the operation is right-sized from day one.
Quality & KPIs
We track the metrics that matter, average handle time, first-call resolution, abandonment, CSAT, and agent performance, reported on your cadence.
One accountable partner
Facility, staff, technology, and operations under one contract. No multi-vendor coordination, no finger-pointing, one team that owns the outcome.
Ready to set up your call center?
Tell us your seat count, service type, and timeline. We'll come back with a delivery plan and commercial proposal.
Talk to our team or email hello@ditech.co