16554111 BPO Training Presentation

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EnsignCDGKCall Centre Training Program

BPO

Introduction


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Center

Business Process Outsourcing means to doOutsourcing Work

Call centersall centers are those whereare those whereTelephone callselephone calls are being handledare being handled


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What is OUTSOURCING?

Delegating a Companys

Business Processes

To

Third Party


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What is OUTSOURCING?

Outsourcing, the application of

taking internal company tasksand paying an outside firm to

handle them at a lesser cost, isusually allocated overseas toforeign nations.


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What is BPO?

Business process outsourcing

(BPO) is an act of outsourcing that

involves the contracting of theoperations and responsibilities of a

specific business functions (or

processes) to a third-party service

provider.


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What is BPO?

BPO as expanded sounds as BusinessProcess Outsourcing and can be aptly defined

as the act of utilizing the services of a third

party by a company in order to perform its backoffice operations that might be payroll

administration, customer help desks/ call

centers, telemarketing, accounting, billing; the

list is endless.


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Business Process Outsourcing includes the

following areas and a lot more:

Back office operations

Customer Relationship Management

Call Centers and telemarketing

Tele-servicing and product support

Finance / Accounting/billing

Human ResourcesMedical transcription

Back Office Operations

Insurance Claims Processing


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Works can be Outsourced.

Business Process Outsourcing

Human Resources

Finance and Accounting

Back Office Administration

Payment Processing

CRM (Customer RelationshipManagement)

Tech Support

Web Hosting

Technology Service Outsourcing

Web Security & Solution

Web

Designing/Development/Maintenance.

Logistic Management


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Reasons for

OutsourcingCost Advantages

Innovation and speed to market

Increased Customer satisfaction

Economy of sale

Availability to skilled personnel alsoincrease the quality of service


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Types of Activities suited tooutsourcing

1. Front Office Inbound Sales

Outbound Sales

2 Back Office

Accounting

Data Entry

Database Management

Human Resources


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Benefits of BPO

Increase productivity

Cut operational costs

Provide better service

Save costs

Improved accountability


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A call centre is a placeA call centre is a place

of network of places, where a customers queries canof network of places, where a customers queries can

be dealt with satisfaction to the customer. A call centrebe dealt with satisfaction to the customer. A call centre

is a place, which interacts with the customers, either byis a place, which interacts with the customers, either bymaking or receiving calls, for business purpose. It ismaking or receiving calls, for business purpose. It is

the core work of the call centre.the core work of the call centre.

CALL CENTRECALL CENTRE


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Call Center Services

Call centers provide various services andthey are totally customizable to the needs ofeach industry and organization. If you are aweb solution provider and want to outsource

your customer care service, customer carecall centers offer the following services:

Customer care Complaint center Customer satisfaction Troubleshooting

Order processing


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Call Center Services

If you are a multinational companyselling electronic equipments online,your hired call center may provide you

with following services:

Online Order processing

Live chat Customer care via web or phone Complaint center

Troubleshooting


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Types of Call Centre

Inbound Call Centre

Outbound Call Centre

Web Enabled Call Centre CRM Call Centre

Telemarketing Call Centre

Phone Call Centre


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Inbound Call Centre

The inbound call centers are thosethat only receive the calls usually ontoll free numbers from the customers.

These call centers provide 24 hoursservice to all customers.The primary goal of these call centers

are to receive product orders, helpcustomers, to find dealer location.


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Outbound call centers deals with

telemarketing and productpromotion. It requires technicalexperience and expertise to ensure

the clients that you are thecompany that is best.


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Web Enabled Call Centre

Web enabled call centers areprevailing throughout the worldrapidly. Web enabled call centers

deal with online transaction and livechat.


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Telemarketing Call Centre

These call centers deal withtelemarketing and promotion ofservices. Their primary goal is to

promote sales and customersatisfaction.


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Phone Call Centre

They are usually automated callcenters that rout the calls and usesIVR technology. These call centers

can be used for asking bank accountbalance, pin numbers, telephonenumbers and other information.

Computers replies pre recordedanswers.

d


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According to process:-According to process:-

Inbound:-Inbound:-Where the calls are received.Where the calls are received.

Outbound:-Outbound:-Where the calls are made.Where the calls are made.

According to Technology:-According to Technology:-

Voice Based:-Voice Based:-Which interacts with theWhich interacts with thecustomers by using voice only.customers by using voice only.

Web Based:-Web Based:-Which interacts the customersWhich interacts the customersthrough web.through web.


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Inbound Call Centre

An Inbound Centre is one thathandles calls coming in from

outside, most often throughtoll free numbers. These callsare primarily service and

support calls, and inboundsales.


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Services of an inbound call center

Inbound call centers are designed to takecatalog orders, help desk queries, dealerlocations and more. They offer customizedservices according to the business they are

dealing and hence give constant orientationand training to there employees working forthat particular project. The inbound callcentre professionals process calls and

integrate Interactive Voice Response. Theyalso use Internet services to sell additionalproducts and offer services in a dedicatedenvironment.


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Apart from this they also integratecustomer care services, predict customer

behavior and take action accordingly,while the customers are still on the line.So it can easily be said that in thisbusiness you have to be on your toes allthe time. The inbound call center employa dedicated team of live operators,account representatives and program

managers. Offering 24/7 operatoravailability for the customers, these callcenters provide round-the-clock accountmanagement. Attention on detail is a

must trait for surviving in this business.


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Inbound call centres offer

communication services specificallydesigned to maximize the efficiencyof direct marketing efforts or to be a

part of the technical support team ofthe clients. They help the business inbuilding a successful long-lastingrelationship with customers andhence ensure the growth of thebusiness.


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For Example Customer Service

Toll Free Response Help Desk

Seminar Registration

Inquiry Handling

Technical Support

Representatives in inbound call centres are

called CSRs (Customer Service

Representatives)


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Inbound Call Center offers

Skilled, professional, customer supportand technical service representatives Experience with programs similar toyours

Rapid response to market conditions Market research Account management expertise Enhanced reporting capabilities Market testing capabilities Improved market coverage Faster ramp-up, launch, and roll-out of

new campaigns


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Services Provided

Banking & Finance

I.T & Telecommunications

Insurance & MortgagePublic Transportation


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In Outbound Call Centresthe calls are initiated by

the representatives,mostly with the aim to sell

a product or service to acustomer.


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Outbound Call Centers depends on thetechnological solutions, extensiveexperience, quality assurance

programs and commitment tocustomer service excellence thatfurther ensures maximum results from

the direct marketing efforts for itssuccess. The business depends onthree basic things training, research

and persuasion.


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The success of this business is the

training of the agents to becomecompetent and persuade thecustomer. This takes a lot of skill

and practice. For a call canterbusiness to do well it is importantthat constant training be provided

to the agents and they shouldknow all the latest techniquesemployed.


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The outbound clients benefit from therigorous adherence to highly cost-

effective, results-based production andmanagement processes. The key tosuccess is the thorough understandingof the business. Having understood thedifferences between business-to-consumer and business-to-businesstelemarketing, the outbound call centers

use experienced management to focuson the unique requirements of eachclient and their targeted market.Incentive are offered to motivate the

agents.


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Outbound Call Centre Services are:

Direct Mail Follow-up

Production Promotion

Debt Collection Appointment Scheduling

Up Sell/ Cross Sell Campaigns

Market Intelligence Surveys Information and Literature Fulfillment

Customer Satisfaction


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Industries suites to Outbound:

Banking & Finance

I.T & Telecommunications

Insurance and & MortgageTourism, Travel Industry &

Hotels


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Types of Dialers

Manual DialerProgressive Dialer

Preview DialerPredictive Dialer

Predicative Hang-up Dialer


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Manual Dialer

Using amanual dialer

means wherean agent hasto dial

manually


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Progressive Dialer

A device that presents the accountinformation and phone number onthe screen after the number is dialed

This dialer is more automated than apreview dialer but less automatedthan a predictive dialer.


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Preview Dialer

A device that presents theaccount information and phone

number on the screen to allowthe agent to preview theinformation before instructing

the dialer to dial (or not dial)the call


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Predictive Dialer

A device used to automate themethod of making outbound calls

and directing them to an agentwhen a live person answers

Predictive dialing screens out other

responses such as answeringmachines, busy signals or operatorintercepts and records the result


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Predictive Hang-up

The call attempt is abortedduring the progress and

before the customeranswers


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Automatic Call Distribution ACD

A software feature that routes a callgroups of agents (also called a queue)based on first-in, first-answered criteria.

The guiding principle is that the callerwho has been waiting the longest will befirst the caller routed to the next

available agent. The agent that receivesthe call will be either the first availableagent or the agent that has been

available for the longest period of time


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C t T l h I t ti


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Computer Telephony Integration

(CTI)

A method of connecting your telephonesystem to your database to permit fasterand more efficient handling of calls. Most

commonly this will allow you to pop yourcallers details up on to the agentsscreen when the calls connects.

Screen pop is a function of CTI, CTI willdirect the data screen of the callingpersons account to the terminal of the

agent as the call is being routed


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Basic Technologies

Automatic Number Identifier (ANI) A telephone service that provides the

telephone number of an incoming

call A signal that software programspick up the moment some calls inand then route that call to theappropriate rep and display thecallers record of info in front of them


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Call/ Contact Blending

The process of combing the flow ofinbound/ outbound calls and othercontacts such as email or web

transactions to a set of agents. Contact blending can be

accomplished manually or by means

of automated systems that route thecontacts to the agents.


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Abandoned Call/ Contact

A call or other type of contact that hasbeen offered into a communicationsnetwork or telephone system, but is

terminated by the person originating thecontact before any conversation happens.In an outbound calling scenario,

abandoned calls refer to connects thatare disconnected by the automated dialeronce live contact is detected and noagent available to match up with the call.

I t ti V i R (IVR)


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Interactive Voice Response (IVR)

A device which automates retrieval and

processing of information by phone usingtouch tone signaling or voice recognitionto access information residing on a server

to give a response. The response may begiven by a recorded human voice or asynthesized ( computerized voice. IVR is

used in applications such as Banks byphone or check on my order which notonly distributes information but collectsinformation as well


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Voice over Internet Protocol (VoIP)

Transportation of voice calls across theinternet

Talk Time

The elapsed time from when a person

answers a call until the call isdisconnected by a person


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Wrap-Up Time

The time required by an ACDagent after a conversation is

ended, to complete work that isdirectly associated with the callsjust completed. Does not include

time for any other activities suchas meetings, breaks,correspondence

After Call Work (ACW)


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After Call Work (ACW)

Work immediately following aninbound call or transaction. If workmust be completed before agent canhandle next contact, then ACW isfactored into average handle time.

Work may involve keying activitycodes, updating database, filing outforms, placing an outbound contact

Integrated Services Digital Network


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Integrated Services Digital Network

(ISDN)

A set of internationalstandards for telephone

transmission. ISDN providesan end-to-end digital network,

out-of-band signaling, andgreater bandwidth than oldertelephones services


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Idle Time

Time waiting for a call

Key Performance Indicator

Reflects organizational goals

Change in sales volume from month to month


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Sales per Hour (SPH)

A sale per hour refers to a totalnumber of sales divided by totalnumber of hours

Sales per Day (SPD)

A sale per day refers to a totalnumber of sales divided by totalnumber of days

Modes of Payment


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Modes ofPaymentPaying Method

- Transaction Card Present Transaction (CPT)

- Card holder Physically present Card Not Present Transaction(CNPT)

- By Phone, Web, Fax Only large companies arepreferred or allowed to makeCNPT

CNPT carries higher risk of fraud


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There are two basic modes of payment

in telemarketing

By Credit CardBy Cheque


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Modes of Payment

1 VIS Visa Startswith 4

Has 13-16 digits

2 AMX American Express Starts

with 3

Has 15

digits

3 DC Diners Club Startswith 3

Has 14digits

4 DIS Discovery Startswith 6

Has 16digits

5 MC Master Card Starts

with 5

Has 16

digits

Automated Clearing House (ACH)


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Automated Clearing House (ACH) ACH is an electronic network.

It transfers and clears funds betweenbanking institutions.

It takes 48 hours to clear

ACH is the term used in US

In UK it is known as BACS (Banks

Automated Clearing Services). InAustralia it is known as APCA (AustralianPayment Clearing Association). In Canadait is known as ACSS (Automated Clearing

Settlement System).


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Identity Theft

Identity theft is a crime.

Identity theft is the wrongful use ofanothers personal data for economic

gain

E.g. your bank account number, socialsecurity number, credit card numbercan be used for this deception


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SSN/ SIN/ NI/ TFN

These numbers are issued tocitizens, residents and temporaryworking residents.

It is used for taxation purpose

These number has become de

facto national numbersThese numbers are the source to

access Credit Report


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Credit Report

A document which shows a individuals

It has creditability rating which from 500-1000

This rating is also known as BeaconScores.

Credit Bureau which maitains this reportare

1. Equifax 2. Trans Union 3. Experion


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Digital Contract/ Signature:

After the sale is made the call istransferred to a verifier who states theterms and conditions to the customer

who in turn accepts the terms andstates a yes. This conversation isrecorded and saved as file.

The recording/ file are called DigitalContract or Signature

It is a legal contract


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Voice Verification:

For verification process:

The customer has to be 18 yrs of ageor above

Recording Permission

Verbatim (material, price,cancellation)

Payment mode

Customer Service Number

16554111 BPO Training Presentation

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