ETE405 :: Lecture 6

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#ook : Cisco $ %oice o&er '( )u"da!e"tals (a*e +5$ 2/10/10

call ce"ter :: ,ld a"d -e. !ethod

Circuit$/.itchi"* Call Ce"ters (acket Tele0ho"y Call Ce"ter

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Circuit-Switching Call Center

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Circuit$/.itchi"* Call Ce"ters: challe"*es

Ma"y toll$1ree "u!bers2C/CCs !ust !a"a*e the "u!ber o1 circuits the e"ter0rise uses. 3si"* !ore circuits i"creases the cost o1 o0erati"* the C/CC a"d4 there1ore4 ca" 0ote"tially decrease 0ro1its. Misrouted/rerouted calls2Each ti!e a call !ust be routed to a di11ere"t a*e"t 5because4 1or e6a!0le4 a" a*e"t !i*ht "ot ha&e the correct skills to a"s.er a custo!er7s 8uestio"4 or he does "ot s0eak a custo!er7s la"*ua*e94 re&e"ue is lost. Multi0le ce"ters2The ca0ability to :1ollo. the su": i"creases the :brick$a"d$!ortar: costs i" a C/CC. )ollo.i"* the su" i!0lies that di11ere"t 0hysical call ce"ters !ust e6ist to kee0 .orkers .orki"* a "or!al shi1t. This also is k"o." as ti!e$o1$day routi"*. 5;he" the 3"ited /tates call$ce"ter o0erators are slee0i"*4 1or e6a!0le4 <ustralia" o0erators ca" take the calls.9
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(erce"ta*e distributio"/o&er1lo. routi"* 2The ca0ability to ha"dle o&er1lo. bet.ee" di11ere"t 0hysical locatio"s i"creases the 0ro1itability i" a 0eak call$ 1lo. ti!e. #ut4 i1 this o&er1lo. !echa"is! is "ot 0ro0erly !a"a*ed4 it ca" cost !ore to o&er1lo. the call tha" to "ot ser&ice the i"co!i"* call. E!0loyee tur"o&er2Call$ce"ter .ork ca" be stress1ul4 a"d4 because o1 the re0etiti&e "ature o1 such .ork4 kee0i"* .orkers ca" be di11icult. /easo"al sta11i"* "eeds2,1te"ti!es4 call ce"ters e60erie"ce !ore &olu!e duri"* certai" 0eriods. <s such4 they !ust hire 0eo0le to acco!!odate the hi*h$&olu!e 0eriods4 a"d the" lay 2/10/10 0eo0le o11 .he" &olu!e dro0s.

'"co"&e"ie"t busy hours2'1 the call ce"ter does "ot ha&e a :1ollo. the su": !odel4 it !ust hire sta11 to .ork i"co"&e"ie"t hours4 such as the "i*ht shi1t4 1or i"sta"ce. e*io"al call$ce"ter tale"t2=a&i"* skilled .orkers co!e i"to a brick$a"d$!ortar 1acility ca" lo.er the "u!ber o1 0ossible .orkers i" the 0ool o1 tale"t. Teleco!!uti"* so that re*io"al .orkers ca" .ork .ithi" a"y *eo*ra0hy i" a s0eci1ic ti!e >o"e i"creases the "u!ber o1 .orkers i" the a&ailable 0ool.

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solutio"s

Co!0uter Tele0ho"y '"te*ratio" 5CT'92,"e a00licatio" is 1or caller i"1or!atio" 5such as the caller7s "a!e4 buyi"* 0atter"s4 a"d address9 to be :0o00ed: o"to the a*e"t7s scree" so that the a*e"t ca" ha"dle the call !ore 8uickly. /kills/a00licatio"$based routi"*2 outi"* calls to the 0ro0er a*e"t based o" tech"ical skills4 la"*ua*e4 a"d a"y other skill ca" i"crease the s0eed by .hich the call is ha"dled. '"1or!atio" du0licatio"2Call a*e"ts ca" a&oid aski"* the sa!e 8uestio" t.ice i1 tra"s1erred to a "e. a*e"t. This is 0ossible due to the i"1or!atio" o" the 1irst a*e"t7s scree" :0o00i"*: o"to the "e. a*e"t7s scree" .he" the call is tra"s1erred to the "e. a*e"t. '"teracti&e %oice es0o"se 5'% 92This e"ables callers to i"0ut basic i"1or!atio" 5such as accou"t i"1or!atio"9 so that calls ca" be ha"dled !ore 8uickly.
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(acket Tele0ho"y Call Ce"ter

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This co""ectio" to the le*acy (#? is acco!0lished by ha&i"* a" e6ter"al call$ 0rocessi"* e"*i"e that co""ects to the (#? a"d to the Call Ma"a*er throu*h CT' li"ks. The e6ter"al call$0rocessi"* e"*i"e e"ables teleco!!uters a"d (#? call a*e"ts to a"s.er calls as thou*h they are attached to the call ce"ter. ;ith a co""ectio" 1ro! the le*acy C/CC i"to the '( "et.ork4 you ca" use e"ha"ced 1eatures such as '($based '% syste!s 5also k"o." as %oice es0o"se 3"its @% 3sA9 a"d u"i1ied !essa*i"* ser&ices such as 1a6BtoBe$!ail4 te6t$to$s0eech4 s0eech$to$te6t4 a"d so o". Call Ce"ter Cor0oratio" is "o lo"*er tied to 0hysical 0orts 1or the % 34 a"d the e"tire !essa*i"* i"1rastructure 5e$!ail4 &oice !ail4 a00licatio"s4 a"d so o"9 is tied i"to o"e co!!o" i"1rastructure.
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The call$routi"* or call$0rocessi"* e"*i"e is "o. Cust 0art o1 the data "et.ork a"d is re!o&ed 1ro! the (#?. This e"ables teleco!!uters4 call$ce"ter a*e"ts4 a"d bra"ch o11ice a*e"ts to ha&e the sa!e access to the sa!e i"1or!atio". <ccess to a co!!o" i"1rastructure *i&es e&eryo"e e8ual 1ooti"*4 a"d it *i&es the custo!er a co!!o" look a"d 1eel.
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Co!!o" '"1rastructure 1or <ll Call <*e"ts

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Call center at Bangladesh

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Announcement Quiz on 15 February 2010 Mid 1: Saturday, 27 February 2010 11AM

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