Ensign CDGK Call Centre Training Program

BPOIntroduction

BPO & Call Center

Business Process Outsourcing means to do

Outsourcing Work

Call centersCall centers are those whereare those where

Telephone callsTelephone calls are being handledare being handled

What is OUTSOURCING?

Delegating a Company’s Business Processes

ToThird Party

What is OUTSOURCING?

Outsourcing, the application of taking internal company tasks and paying an outside firm to handle them at a lesser cost, is usually allocated overseas to foreign nations.

What is BPO?

Business process outsourcing (BPO) is an act of outsourcing that involves the contracting of the operations and responsibilities of a specific business functions (or processes) to a third-party service provider.

What is BPO?

BPO as expanded sounds as Business Process 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 back office operations that might be payroll administration, customer help desks/ call centers, telemarketing, accounting, billing; the list is endless.

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 Resources

Medical transcription

Back Office Operations

Insurance Claims Processing

Works can be Outsourced.

Business Process Outsourcing

Human ResourcesHuman Resources

Finance and AccountingFinance and Accounting

Back Office AdministrationBack Office Administration

Payment ProcessingPayment Processing

CRM (Customer Relationship Management) CRM (Customer Relationship Management)

Tech SupportTech Support

Web HostingWeb Hosting

Technology Service Outsourcing

Web Security & SolutionWeb Security & Solution

Web Designing/Development/M

aintenance.

Web Designing/Development/M

aintenance.

Logistic ManagementLogistic Management

Reasons for Outsourcing

Cost AdvantagesInnovation and speed to marketIncreased Customer satisfactionEconomy of saleAvailability to skilled personnel also increase the quality of service

Types of Activities suited to outsourcing

1. Front Office Inbound SalesOutbound Sales2 Back OfficeAccountingData EntryDatabase ManagementHuman Resources

Benefits of BPO

Increase productivityCut operational costs Provide better serviceSave costs Improved accountability

A call centre is a placeA call centre is a placeof network of places, where a customer’s queries can of network of places, where a customer’s queries can be dealt with satisfaction to the customer. A call centre be dealt with satisfaction to the customer. A call centre is a place, which interacts with the customers, either by is a place, which interacts with the customers, either by making or receiving calls, for business purpose. It is making 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

Call Center Services

Call centers provide various services and they are totally customizable to the needs of each industry and organization. If you are a web solution provider and want to outsource your customer care service, customer care call centers offer the following services:

• Customer care• Complaint center• Customer satisfaction• Troubleshooting• Order processing

Call Center Services

If you are a multinational company selling 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

Kinds of Call CentreKinds of Call Centre According to Geographical location:-According to Geographical location:-

DOMESTIC-DOMESTIC-Receiving & Making calls in same country. Receiving & Making calls in same country.

INTERNATIONAL-INTERNATIONAL-Call made in one country & received in Call made in one country & received in other country.other country.

Types of Call Centre

Inbound Call Centre Outbound Call Centre Web Enabled Call Centre CRM Call Centre Telemarketing Call Centre Phone Call Centre

Inbound Call Centre

The inbound call centers are those that only receive the calls usually on toll free numbers from the customers. These call centers provide 24 hours service to all customers.The primary goal of these call centers are to receive product orders, help customers, to find dealer location.

Outbound Call Centre

Outbound call centers deals with telemarketing and product promotion. It requires technical experience and expertise to ensure the clients that you are the company that is best.

Web Enabled Call Centre

Web enabled call centers are prevailing throughout the world rapidly. Web enabled call centers deal with online transaction and live chat.

Telemarketing Call Centre

These call centers deal with telemarketing and promotion of services. Their primary goal is to promote sales and customer satisfaction.

Phone Call Centre

They are usually automated call centers that rout the calls and uses IVR technology. These call centers can be used for asking bank account balance, pin numbers, telephone numbers and other information. Computers replies pre recorded answers.

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 the Which interacts with the

customers by using voice only.customers by using voice only.

Web Based:-Web Based:-Which interacts the customers Which interacts the customers through web.through web.

Inbound Call Centre

An Inbound Centre is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales.

Services of an inbound call center

Inbound call centers are designed to take catalog orders, help desk queries, dealer locations and more. They offer customized services according to the business they are dealing and hence give constant orientation and training to there employees working for that particular project. The inbound call centre professionals process calls and integrate Interactive Voice Response. They also use Internet services to sell additional products and offer services in a dedicated environment.

Apart from this they also integrate customer 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 this business you have to be on your toes all the time. The inbound call center employ a dedicated team of live operators, account representatives and program managers. Offering 24/7 operator availability for the customers, these call centers provide round-the-clock account management. Attention on detail is a must trait for surviving in this business.

Inbound call centres offer communication services specifically designed to maximize the efficiency of direct marketing efforts or to be a part of the technical support team of the clients. They help the business in building a successful long-lasting relationship with customers and hence ensure the growth of the business.

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)

Inbound Call Center offers

• Skilled, professional, customer support and technical service representatives• Experience with programs similar to yours• 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

Services Provided

Banking & FinanceI.T & TelecommunicationsInsurance & MortgagePublic Transportation

Outbound Call Centre

In Outbound Call Centres the calls are initiated by the representatives, mostly with the aim to sell a product or service to a customer.

Outbound Call Centre

Outbound Call Centers depends on the technological solutions, extensive experience, quality assurance programs and commitment to customer service excellence that further ensures maximum results from the direct marketing efforts for its success. The business depends on three basic things training, research and persuasion.

The success of this business is the training of the agents to become competent and persuade the customer. This takes a lot of skill and practice. For a call canter business to do well it is important that constant training be provided to the agents and they should know all the latest techniques employed.

The outbound clients benefit from the rigorous adherence to highly cost-effective, results-based production and management processes. The key to success is the thorough understanding of the business. Having understood the differences between business-to-consumer and business-to-business telemarketing, the outbound call centers use experienced management to focus on the unique requirements of each client and their targeted market. Incentive are offered to motivate the agents.

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

Industries suites to Outbound:

Banking & FinanceI.T & TelecommunicationsInsurance and & MortgageTourism, Travel Industry & Hotels

Types of Dialers

Manual DialerProgressive DialerPreview DialerPredictive DialerPredicative Hang-up Dialer

Manual Dialer

Using a manual dialer means where an agent has to dial manually

Progressive Dialer

A device that presents the account information and phone number on the screen after the number is dialed

This dialer is more automated than a preview dialer but less automated than a predictive dialer.

Preview Dialer

A device that presents the account information and phone number on the screen to allow the agent to “preview” the information before instructing the dialer to dial (or not dial) the call

Predictive Dialer

A device used to automate the method of making outbound calls and directing them to an agent when a live person answers

Predictive dialing screens out other responses such as answering machines, busy signals or operator intercepts and records the result

Predictive Hang-up

The call attempt is aborted during the progress and before the customer answers

Automatic Call Distribution ACD

A software feature that routes a call groups of agents (also called a “queue”) based on first-in, first-answered criteria. The guiding principle is that the caller who has been waiting the longest will be first the caller routed to the next available agent. The agent that receives the call will be either the first available agent or the agent that has been available for the longest period of time

Computer Telephony Integration (CTI)

A method of connecting your telephone system to your database to permit faster and more efficient handling of calls. Most commonly this will allow you to pop your callers’ details up on to the agents’ screen when the calls connects.

Screen pop is a function of CTI, CTI will direct the data screen of the calling person’s account to the terminal of the agent as the call is being routed

Basic Technologies

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

telephone number of an incoming call

A signal that software programs “pick up” the moment some calls in and then route that call to the appropriate rep and display the caller’s record of info in front of them

Call/ Contact Blending

The process of combing the flow of inbound/ outbound calls and other contacts 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 the contacts to the agents.

Abandoned Call/ Contact

A call or other type of contact that has been offered into a communications network or telephone system, but is terminated by the person originating the contact before any conversation happens. In an outbound calling scenario, abandoned calls refer to connects that are disconnected by the automated dialer once live contact is detected and no agent available to match up with the call.

Interactive Voice Response (IVR) A device which automates retrieval and

processing of information by phone using touch tone signaling or voice recognition to access information residing on a server to give a response. The response may be given by a recorded human voice or a synthesized ( computerized voice. IVR is used in applications such as “Banks by phone” or “check on my order” which not only distributes information but collects information as well

Voice over Internet Protocol (VoIP)

Transportation of voice calls across the internet

Talk Time

The elapsed time from when a person answers a call until the call is disconnected by a person

Wrap-Up Time

The time required by an ACD agent after a conversation is ended, to complete work that is directly associated with the calls just completed. Does not include time for any other activities such as meetings, breaks, correspondence

After Call Work (ACW)

Work immediately following an inbound call or transaction. If work must be completed before agent can handle next contact, then ACW is factored into average handle time. Work may involve keying activity codes, updating database, filing out forms, placing an outbound contact

Integrated Services Digital Network (ISDN)

A set of international standards for telephone transmission. ISDN provides an end-to-end digital network, out-of-band signaling, and greater bandwidth than older telephones services

Idle Time

Time waiting for a call

Key Performance Indicator

Reflects organizational goals Change in sales volume from month to month

Sales per Hour (SPH)

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

Sales per Day (SPD) A sale per day refers to a total

number of sales divided by total number of days

Modes of PaymentPaying Method

- Transaction Card Present Transaction (CPT) - Card holder Physically present

Card Not Present Transaction (CNPT)

- By Phone, Web, Fax Only large companies are preferred or allowed to make CNPT

CNPT carries higher risk of fraud

There are two basic modes of payment in telemarketing

By Credit Card By Cheque

Modes of Payment

1 VIS Visa Starts with 4

Has 13-16 digits

2 AMX American Express Starts with 3

Has 15 digits

3 DC Diners Club Starts with 3

Has 14 digits

4 DIS Discovery Starts with 6

Has 16 digits

5 MC Master Card Starts with 5

Has 16 digits

Automated Clearing House (ACH) ACH is an electronic network. It transfers and clears funds between

banking 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). In Australia it is known as APCA (Australian Payment Clearing Association). In Canada it is known as ACSS (Automated Clearing Settlement System).

Identity Theft

Identity theft is a crime. Identity theft is the wrongful use of

another’s personal data for economic gain

E.g. your bank account number, social security number, credit card number can be used for this deception

SSN/ SIN/ NI/ TFN

These numbers are issued to citizens, residents and temporary working residents.

It is used for taxation purpose These number has become de

facto national numbers These numbers are the source to

access Credit Report

Credit Report

A document which shows a individuals It has creditability rating which from 500-

1000 This rating is also known as “ Beacon

Scores”. Credit Bureau which maitains this report

are1. Equifax 2. Trans Union 3. Experion

Digital Contract/ Signature:

After the sale is made the call is transferred to a verifier who states the terms and conditions to the customer who in turn accepts the terms and states a “yes”. This conversation is recorded and saved as file.

The recording/ file are called Digital Contract or Signature

It is a legal contract

Voice Verification:

For verification process: The customer has to be 18 yrs of

age or above Recording Permission Verbatim (material, price,

cancellation) Payment mode Customer Service Number