CALL CENTER

CALL CENTERCONTACT CENTER BUSINESS PROCESS OUTSOURCING

Topics: Overview of a Call Center. Types of Call Center. Tools And Technological Aspects of a Call Center

Overview of the Call Center Industry Definition for a Call Center Purpose of a Call Center

What is it?
A call centre or call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre. Source: wikipedia.com

 A call center is an office where a company's inbound calls are received or outbound calls are made. Call centers are often large offices staffed with representatives who either make or receive phone calls. Depending on the size of the call center, a single office could have anywhere from a few dozen to hundreds of telephone staff. Depending on the needs of the company, call centers can make either incoming or outgoing calls. Source: wisegeek.com

Purposes of the Call Center

to service customers to resolve their calls to operate in an effective and efficient manner to service and sell to customers to create customer loyalty to the organization to help bring in new customers to the organization

Skills Required for Call Center Agents

Communication Skills Active Listening Skills Paraphrasing Skills Empathy Probing Skills Problem Solving Skills Task rapport Balance Customer Service Skills

Customer Service Representative

Core Training Tool Training

Training of CSR

Company Training General Training

Types Of Call Center

Incoming/Outgoing Inbound Outbound

Geographical Boundaries Domestic International

Within or Outsourced In-house Outsourced

 Inbound Contact Centre: - An inbound call center takes incoming calls. Inbound call centers can be customer service departments, tech support numbers, sales inquiries coming from a published number on a website, complaint hot lines, service departments, or even your receptionist if you only have one published number. Functions: - The major functions handled in inbound call centers include the number of calls being handled, the quality of these calls, and how these calls were handled or directed.

 Outbound Contact Centre:-An outbound call center makes calls to outside parties. For outbound call centers, some major applications include sales, marketing, confirmations, fund-raising and quality control. Functions: - The agents are required to make calls, for collections, sales or marketing, etc.

Tools and Technologies Used in a Call Center

Headsets ACD(Automatic Call Distributor) CTI(Computer Telephony Integration) IVR(Interactive Voice Response)

Headset
Key Ingredients. Hands Free Operation. Makes Typing Faster and Talk on the phone longer.

ACD (Automatic Call Distributor)

ACD uses digital storage to play greeting / annoucement but routes a caller without prompting for input. Automatic Call Transfer or routing. Fully Integrated with Voice Application Suite. Calls are routed to agents based on FIFO, sequential or longest idle agent available. Calls exit queue after the configured timeout and can be redirected to the voice mail.

ACD contd..(Call Distribution Method)

Call Distribution Method

DDC (Direct Department Call)

UCD-MIA (Uniform Call DistributorMost Idle Agent)

UCD-LOA (Uniform Call DistributorLeast Occupied Agent)

EAD-LOA/MIA (Expert Agent Distributor-(LOA)/ (MIA))

Thank you!!
Edited from: Vinit .J. Sansare Lala Lajpatrai College