Customer Care

Management using IT
Customer Care

• Superior customer satisfaction to existing

• Acquire new customer
• Build loyalty
Areas of Customer Care Function
Accessibility
Personal interaction with the customer
service representatives
Effectiveness of the solution/response
Follow up
First contact resolution (to be resolved at one
place)
Call Centre

A call center is the place where a large

number of people handle the incoming as well
as outgoing telephone conversations of a
varied nature with their customers and
prospects.
Call Centre

Call centers are supported in these efforts by

a switchboard equipped with call-center
functionalities such as automatic call
distribution and call queuing facilities. They
can input the caller’s details into the system
and may receive support in their dialogue.
Elements of Call Centre
 Customer service representative (active
salesman)
 Customer care software (IT data base at
the backend)
 Customer service application (help desk,
tech support, product info, service calls,
catalogue, etc.)
 Components of a call center (the caller,
call center, service provider)
Call Centre and Human Resource

 The ultimate quality of a call center relies

to a large extent on the quality of the
workforce.
 It is not the technology, but the people
that work with it that make the difference.
Call Centre and Human Resource
The Challenge
 Because of the increasing workload and
the receivers are not always pleased with
the conversations the work in a call center
will become dreadful.
 Call center managers should give priority
to building an appealing team spirit and
developing agents.
Measurement of Effectiveness

Availability
Calls satisfaction
The number of calls handled without

further transfer
Cost per call, call per shift, the average

time taken, calls abandoned, revenue per

call, etc.
Call Center Technologies

CTI (Computer Telephony Integration)

 Low cost
 Quick remedy
 Intelligent data link

 ACD (Automated Call Distributor)

 Answer in a specified order
 Waiting calls
 Effective use of HR