EXPLORING

CONTACT CENTER
SERVICES
 CONTACT CENTER
 It is consider as the integration of telephone
systems and computer technologies.
 It is the company’s area which manages all
customer contacts through the use of
technologies.
BASIC CONCEPTS
IN CONTACT
CENTER SERVICES

The following are various concepts that you may

encounter in providing contact center service.
 Call Center

 This is an office handling a huge volume of customer

inquiries via the telephone.

Call Center Agent

 This is an individual tasked to take customer calls,

orders or inquiries to provide customer assistance.
 Cloud Computing

 This is the process of sharing and accessing computer

resources online instead of using local servers or
devices.

Collections

 Ths is the process of reminding customers about

overdue bills.
 Customer Relationship
Management

 This refers to a company’s set of practices to handle

data and interactions with clients for the purpose of
building and maintaining customer loyalty.

E-mail

 This is the system that allows the electronic exchange

of text-based messages either between computer or
cellphones.
 Help desk

 This refers to a service providing technical help and

support for people using a computer package or
network.

Inbound call

 This is type of phone communication that is initiated

by the customer.
 Internet

 This is a network that links computer networks all over

the world by satellite and telephone.

Off - peak

 This describe a time period when fewer calls are

handled in comparison to other period.
 Online Chat

 This refers to an exchange of messages in real time

between and among computer users.

Outbound Call

 A type of phone communication initiated by a call

center agent to a customer on behalf of the call center
or a client.
 Snail Mail

 This refers to correspondence sent through the postal

service that requires cut out stamps or inked stamps.

Technical Support

 This is the process of providing assistance to

customers who have questions about how to use a
given product or a service.
 Telemarketing

 This refers to promotion of goods or services by means

of telephone calls to target customers.

Telephone

 It is an electronic communications device which

enable the user to speak to and hear others with similar
equipment.
 Telesales

 This refers to the selling or promoting goods and

services by telephone.

URL

 Uniform Resource Locator

 It is an internet address identifying the location of a
file on the internet
 VOIP

 Voice Over Internet Protocol

 This is a category of hardware and software that allows
telephone services be delivered over the internet.

Web

 This refers to a system of internet servers created for

the purpose of supporting documents that are specially
formatted
Thank You !
God Bless !