GROUP MEMBERS:1) GAURAV 2) RAVI ALOK 3) AAMIR KHAN 4) PRADEEP

First there was the customer service counter The place where you would (and often still do) return to live Human Representatives. Then there was the call centre, which use the voice technologies of the 1990s to provide you the service Representative with enough information.

Now as we move through the internet age, we have the Customers Interaction Center (CIC), also known as the Customer Contact Center OR the Multimedia Call Center.
CIC sophistication lets call in on your phone (and soon with wireless transmission courtesy of your PDA) and walk through a web site. A web site that will handle the most common problem easily, with on line information at the ready.

What Do You Mean By Call Centers?

CALL CENTER
A Call Center is a place where calls are either made or received in high volume by 100s of Call Center agents sitting together in a large group. The major PURPOSES are : 1.Sales 2.Marketing 3.Telemarketing 4.Customer Service 5.Technical Support 6.Specialized Business Activity.

The set up to solve this purpose can be considered as one of the following: 1.Huge telemarketing center 2.Customer Service center 3.Help Line 4.Service Bureau 5.Outsourcer

CALL CENTER TYPES

Inbound Call Centre
Outbound Call Centre Domestic Call Center

International Call Center

In-house Call Center Out-sourced Call Center

INBOUND CALL CENTER

This type of call center is more common in customer care where they are suppose to have facility of toll free number through which customer can call for making queries.

OUTBOUND CALL CENTER Outbound call centers are those call centers from where the calls are made to the customer either for business transaction or for responding queries made. It can be further divided into two parts i.e. business to business(B2B) and business to customer(B2C).
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DOMESTIC CALL CENTER It relates to geographical and political boundaries of customer call center are catering to.These call centers generally do not have 24*7 working hours because they operate inside their respective time zones.

INTERNATIONAL CALL CENTER These call centers are dependent on key factors like time zone, laws, culture, spoken language etc. Agents in an international call center are expected to be highly trained professions. They have 24*7 services. The agents mostly work in shifts.

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IN-HOUSE CALL CENTER A company which owns certain products /services sets up its own call center to provide a helpline to its customers. Such a call center is termed as in-house call center. OUTSOURCED CALL CENTER If a company hires a call center to service its customers, then the call center is called as Outsourced Call Center.

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WORKING

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Consider a typical call that you might make to computer company technical service representative. 1. You dial the computer companys no. 2. You press several buttons on the telephone that gets you through menu options, ordinarily guided by human voice. 3. You wait for a customer service rep while music plays. 4. If you have not punched in an ID of some sort prior to this on your phone, you are asked for an ID.
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5. The representative , reading off a screen that outlines your enter history with the company, including the recent calls or email inquiry you made , the level of difficulty of your problem and the success or the failure of the result , queries you on the nature of the problem, request or concern.

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6. Once you have spoken with the representative, the representative enters the information, checks several possible results that show up on the screen, and if one of them resolves the problem, marks it off. If none of them resolves problem you are same to a new level. To undergo a higher level of customer service with all the new information on what didnt work on what problem wasnt resolve.

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CRM a must have in call centers

customer relationship management software is so flexible and powerful that it can manage any call center operation virtually. The size of the call center in this case does not matter. The CRM software has database and development tools, and an application which includes an ultimate call center phone system, web integration and telephony.

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Talking from the economical perspective, it is not possible to offer superior quality service to all customers, owing to the fact that you do not know the worth of a customer. The CRM software assigns a worth to every individual customer, this makes it easy for the call center agent to know how to interact with each customer. Identifying the most valuable customers, the CRM software enables call center agents to realize their lifetime worth.

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Customer relationship management helps enable good returns on investment. In a CRM call center, customers can communicate in different ways which include emailing, personal sales representative, Web chatting, Voice over Internet Protocol (VoIP) and other methods

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Call centers make the most of this software by designing organization systems and service for meeting customer requirements and also maximizing their value. The purpose of CRM software is to develop longterm relationships with customers for maximum profit. And store all the available customer information in the central history database for future use.

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THANK YOU!!!!!!!!!!!!!!!!!!!

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