CALL CENTER

SHEETAL WAGHMARE

M.TECH

(Computer Science & Data Processing)

IIT KHARAGPUR

EMAIL-ID: shitu2iitkgp@gmail.com

sheetalw3@gmail.com

Call Centre is a centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone.

A Contact Centre, also known as Customer Interaction Centre (CIC) is a central point of any organization from which all customer contacts are managed. Through contact centres valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered.

AUTOMATIC CALL DISTRIBUTOR

ACDs are telephone systems that route calls, prioritize calls, and play recorded messages.

They record the number of calls in the system, the number of dropped calls, and the average hold time.

The most important functions of an ACD system are call routing and data collection.

AUTOMATIC CALL DISTRIBUTOR

ACDs collect and store data about each call.

Using the data, the ACD creates management reports that are used to monitor and evaluate help desk efficiency.

Managers can determine the number of calls abandoned, the average hold time of calls, and other statistics.

INTERACTIVE VOICE RESPONSE

IVR solutions have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition. IVR solutions enable users to retrieve information including bank balances, flight schedules, product details, order status, movie show times, and more from any telephone

INTERACTIVE VOICE RESPONSEAutomatic Speech Recognition (ASR) is computer software that recognizes human speech.

It translates human speech into instructions that computer programs can process.

Speech-to-text technology has a 90 to 95 percent accuracy rate.

Drawback of speech-to-text technology is the amount of time required to set up the software.

COMPUTER TELEPHONY INTEGRATION (CTI)

Integration of the telephone and computer-based systems is known as computer telephony integration (CTI).CTI is made possible by middleware applications.Middleware application is software that connects two or more separate applications across a computer network.

COMPUTER TELEPHONY INTEGRATION (CTI)

Automatic display of caller and call details

Routing of voice, fax, e-mail, text messaging, and live chat into a unified queue

Retrieval of voice, fax, and e-mail from a single location

Delivery of automated responses

Data analysis and reporting functions

AUTOMATED INTELLIGENT CALL ROUTING

Intelligent Call Routing is a term for routing done by software that attempts to identify the caller and direct them to an appropriate agent The software can identify the caller based on known information tied to the call

AUTOMATED INTELLIGENT CALL ROUTING

Send calls in the queue to the best agent based on any of several different rules: least busy, longest idle, round robin

Program queue priorities to ensure that more urgent calls get answered first. Customize your on-hold escape options by queue to provide the best possible caller experience

Web Enablement of Call Center

A web-enabled call center is a central location that a customer can reach by voice using a button on a website or an Internet call program. Also called a help desk, a call center is a customer service department set up to allow consumers with questions or problems to speak to a company representative.

Offering customers immediate help can reduce the chance that a buying customer will leave the website and abandon the sale.

Web Enablement of Call Center

Web-enabled call centers are just one of many means of contacting customers who are browsing online. Some companies offer an online text chat box used to connect to customer service, but online chat customer service does not always connect to a live representative. While a chat program may only connect to a computer to answer basic questions, a web-enabled call center allows the customer to dial a real company representative from a website button.

Types Of Call Center

1. Inbound call center

2. Outbound call center

3. Web Enabled call center

4. Telemarketing call center

5. Phone call center

Inbound Call Centre

An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers.

Call-center-service-providers try to understand the nature of the queries and stress on developing the probing skills of the customer service representative. This enables them to recommend the most efficacious solution in the quickest time frame possible.

Outbound Call Centre

Call-center-service-providers make calls to specified destinations with pre-approved database from our customer.

The quality assurance team of the call center service provider then verifies the quality of calls made by them. The feedback from the quality assurance team is then forwarded to the respective team leaders for corrective measures.

An outbound call center provide highly cost-effective services based on results-based production and management processes.

Web Enabled Call center

The web enabled call center services are only accessible on the net. The major purpose of these call centers is to help in the easy accessibility of people, anywhere in the world.

This also helps in targeting brand messages, potential acquisition of new call centers and it gives high returns for a relatively low investment.

It provides enhanced employee performance, maximized customer satisfaction and reduces cost. It also helps to maintain customer satisfaction, maintain standards and increase profitability.

Telemarketing Call Center

Marketing consumer products over the phone is called Telemarketing.

Telemarketing involves the use of persons trained in conversational skills and automatic dialer software and equipments.

Telephonic surveys usually make use of a script that derives only a small range of responses.

Phone Call Center

 A more personalized version of the call centre, where agents get to know more about their customers and their callers; and therefore look after calls just as if based in their customers office.

Utilizing advanced telephony and Internet technology, the customer service representatives (CSR's) at the phone call centers provide accurate and timely information for the most complex inbound or outbound programs.

LOGGING AND MONITORING

Call logging tends to be just that – recording calls with no end purpose other than to keep a record of conversations had over the phone.Call Logging is a valuable tool in the measuring of productivity and levels of incoming and outgoing call traffic.

MONITORINGIt allows management to assess how individuals are performing and where improvements can be made by training them in specific areas. It allows management to focus on skills. It is possible to improve effectiveness of a company or call centre ensuring that agents are able to deal with calls quickly and efficiently thereby enabling them to make more calls and make more sales.