Call Centre Operator Skills
Derek Hendrikz
The Call Centre - Defined
A call centre services the ‘point-of-client contact’ or customer
‘touch-point’, regardless of how that contact was initiated.
A call centre is a place where a managed group of people is
physically working in a computer-automated environment.
It is typically set up as a large room with workstations that
include a computer, a voice terminal connected to an
automatic call distributor (ACD) and one or more supervisor
stations.
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The Purpose of a Call Centre
To deliver product sales, customer service, telemarketing, marketing, technical support or other specialised business activities.
These activities include recording responses, analysing demographic trends, prompting follow-up calls, managing marketing campaigns, tracking and measuring sales, finding clones of existing customers and enabling the organisation to give increasingly important pre- and after-sales services in a controlled sophisticated way.
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The Purpose of a Call Centre Operator
The call centre operator is the person who realizes the call centre objectives through
effectively applying call centre knowledge skill and attitude.
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These handle calls coming into the organisation.
Inbound Call Centre
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These handle calls going out of the organisation. Usually routes each call to a customer service representative at the very moment the call is answered by a customer.
Outbound Call Centre
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This is a predictive dialing, network-based Web integration and intelligent call routing (ICR). This is often an integration of Web and phone-based call centre.
Network-Based Call Centre
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This is a independent business working on contract for clients to market products, do research, gather information or even act as a temporary project information centre over a specific period of time.
Service Bureaus
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The virtual call centre consist of remote or home-based agents who provide equivalent and quality services to clients via internet-based systems and processes.
The Virtual Call Centre
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Call Centre Application
• Provision of customer service and problem solution.
• Reservation services.
• Provision of product or service information.
• Transaction or account processing.
• Billing & account information.
• Order processing.
• Technical help-desk.
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Call Centre Application (cont….)
• Sales support.
• Account management.
• Telemarketing.
• Research.
• Emergency center.
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Benefits of the Call Centre:
• Improves customer service in general.
• Provides customers increased access to the organisation beyond normal office hours.
• Delivers rapid completion of enquiries and transactions.
• Increases efficiency and effectiveness in service delivery.
• Facilitates rationalisation of operations through the removal of significant volumes of customer enquiries.
• Enables the reengineering of transactions.
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Benefits of the Call Centre (cont..)
• Streamlines organisational structures and increase productivity.
• Reduces organisational cost while improving communication and quality of service.
• Provides quick and accurate co-ordination between departments and working groups.
• Provides a well controlled environment.
• Permits continuous feedback for performance supervision.
• Provides appropriate levels of service and optimises the use of organisational resources.
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