Lesson a- Call Center Overview

8/8/2019 Lesson a- Call Center Overview

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CALL CENTER



CALL CENTERCONTACT

CENTER BUSINESSPROCESS OUTSOURCING



Topics:

Overview of a Call Center.

Types of Call Center.

Tools And Technological Aspects of aCall Center



Overview of the Call Center

Industry

Definition for a Call CenterPurpose 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 efficientmanner

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

Training of CSR

Core Training Tool Training

Company TrainingGeneral 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 publishednumber on a website, complaint hot lines, service

departments, or even your receptionist if you only

have one published number.

F unctions: - 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 makecalls, 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-LOA

(Uniform Call

Distributor-

Least Occupied

Agent)

EAD-LOA/MIA

(Expert Agent

Distributor-(LOA)/

(MIA))

UCD-MIA

(Uniform Call

Distributor-

Most Idle Agent)



Thank you!!

Edited from: Vinit .J. Sansare

Lala Lajpatrai College



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Lesson a- Call Center Overview