Call center management

 Generation   

1: Web Marketing

The server deployed to provide information about the company, its products and its services Human interaction is not required Features    

Customers views documents General HTML language were in use Vendor – centric Generally used only for information purpose

 Generation   

Web server deployed to provide business services Able to accept order from customer Features   



II: e-Commerce

Order entry via browser Customization of products and services Advance programming language were is use

Issues: 



Manual integration between customer and processes were difficult Information overload

 Generation

III: Customer Information Integration  Customer centric information available to customer  Customer satisfaction was on top priority  Features    

Integration of e-business with e-CRM and e-SCM Automatically transmit information to whomever needs it, whenever and wherever they need it Requirement of call centers to manage increasing demands of customer Logistic Management

 Information

related to manufacturing were made available to various groups within the organization and to customers and to partners outside the organization

 Personal

productivity with the help of intranet (intranet brought more visibility to processes)

 Procurement

of raw material were easy due to integration of Supply chain management

ď‚žA

Call Centre is a centralized office of a company that answers incoming telephone calls from customers. A call center may be an office that makes outgoing telephone calls to customers (telemarketing). Such an office may also responds to letters, faxes, e-mails and similar written correspondence. ď‚ž Call Centres are generally set up as large rooms, with work stations that include a computer, a telephone set (or headset) hooked into a large telecom switch and one or more supervisor stations. It may stand by itself or be linked with other centres.

 Inbound. 

Inbound calls customer to malfunction substantially where

are calls that are initiated by the obtain information, report a or ask for help. This is different from outbound calls

 Outbound 

In outbound ,the agent initiates the call to a customer mostly with the aim to sell a product or a service to that customer.

 Infrastructure 

Telecom Infrastructure-Based on communication media

 Application 

Depends on the usage and the client’s requirement in terms of speed of delivery of information from the call centre desk to customer’s desk

 Human   

Software

Resources

Round the clock staff Round the clock maintenance staff Trained technical staff

 IT 

resources

Server depending on the utility, workstations depending on queuing principle, networking of workstation, and relevant application and systems software

 Memory 

cum virtual space

A physical space to host the server or even if it is a virtual call centre through the web then, it just requires leasing a memory cum virtual space in the RAM

 Free   

Phone Service

This service allows users to make a call to a particular free phone number In this the one party agrees to pay complete cost of the call.

Customers do not pay any charge

 Universal 



Access Number

This service enables a subscriber to publish a national number and having incoming calls routed to different destination based on geographical location of the caller Suitable for National Level Organization: ONGC, BP, IOC and so on



Intelligent Network Service IN is extended version of PSTN(Public Switched Telephone Network) by additional software servers, communication lines  This help in adding extra communication facilities and service s to existing telephone  For implementation two additional hardware is required: 





SSP  Service Switching Point  Act as a local exchange  SSP communicate with SCP for routing of calls & other services SCP  Service Control Point  Help in processing the SSP

 Virtual



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Private Networks

Virtual Private Network is a type of private network that uses public telecommunication, such as the Internet, instead of leased lines to communicate.

A virtual private network (VPN) is a network that uses a public telecommunication infrastructure, such as the Internet, to provide remote offices or individual users with secure access to their organization's network.

Became popular as more employees worked in remote locations.

Build a virtual overlay network that is run on top of the infrastructure of the Internet  Virtual” means that there is not new infrastructure  Connect private networks by the overlay networks  The goal of a Virtual Private Network (VPN) is to provide private communications within the public Internet Infrastructure  Why is there a need for VPN? 

 

IP packets are not authenticated or encrypted Users with access to network can read content of IP traffic

 Interactive

Voice Response (IVR) System is designed to provide easy to configure automated call handling systems that can be tailored to individual needs. This comprehensive system leads to distribution of routing information with the help of FAX or prerecorded voice messages.

It includes services like:   

Speech recognition Self-service Fax management capabilities

ď‚ž Computer

Telephony Integration (CTI) is the advanced technology that serves as the focal point of the working of modern call centers.

It integrates the organization's computer and telephone systems and the facilitates effective applications to make every phone call, inbound and outbound.

Caller Identification (Caller ID or ANI) Information from the existing caller database appears on-screen when the telephone rings and remains on the screen during the call.  Called Number Identification (DNIS) - With each call, special campaign information can be displayed from the application based upon the number dialed by the caller.  CTI software system allows to generate real time reports and graphs. This important measuring system helps you observe and control the performance of call center and phone system. 

 Customer

Relationship Management (CRM) solutions facilitate firms to create the customer relationship needed to uncover new business opportunities and enhance client service.  Core Competencies 



The solutions are designed to provide the knowledge needed to develop effective customer strategies and maximize customer profitability .

CRM solutions deliver the robust functionality needed to achieve maximum return on customer relationship

ACD facilitates controlling the distribution of telephone calls coming into the department. ACD systems are call routing utilities for incoming calls and can be even used to route calls to the next available agent.  Even when staff are unavailable, the ACD system holds a call in queue and then forwards it to the first available staff member.  Automatic call distribution is ideal for areas where multiple staff answers a high volume of calls e.g. 

Help desk  Appointment scheduling  Message taking 



Call Type Priority



Customizable Queue



The organization can record Custom Announcements that callers hear when their call is answered or while they are waiting in the queue. It can also add the Music on Hold feature.

Training Supervision



The organization can customize the way its staff answers calls using several variables, including the caller’s location (oncampus or off-campus, local or long distance) or the purpose of the call (help assistance, appointment scheduling).

Supervisors can monitor calls to support employees and evaluate performance.

Call Metrics

The system can capture call statistics (e.g., call volume, length of calls, time in queue, etc.) on a scheduled or an ad hoc basis, allowing to further manage the staffing and call flow.

Call recording and monitoring solutions help to train the agents and improve customer service.  Call recording plays a significant role in the call centers and help monitor agent performance while performing quality assurance tasks.  Order entry verification and confirmation can be easily accomplished when the calls are recorded.  Call centers can thus, record and retrieve phone conversations in real time 

ď‚ž Predictive-dialer

is a computer based dialogic predictive dialing system that handles inbound and outbound phone calls for small to large call centers.

 

 

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The system automatically dials the telephone for telemarketers and connects only the live voice contacts.

It does this by listening and filtering out the answering machines, busy signals, operator intercepts and other types of non-functional calls.

Telemarketers no longer waste time dialing numbers or listening to no answers - all they do is talk to prospects.

A complex mathematical formula (predictive algorithm) is used that predicts when each telemarketer becomes available, allowing the telemarketers to flow seamlessly from one call to the next.

Calls are either initiated by the phone system or accepted from the outside and distributed in an intelligent fashion to service agents using ACD systems.

The process thus, improves the telemarketing production as it doubles the amount of contacts telemarketers make per day.

Contact Us Business Name: Skyline Business School Address: Hauz Khas Enclave, New Delhi ­ 110 016, India.

Phone: 91­11­26864848,:91­11­26866968 E­mail: info@skylinecollege.com Website: www.skylinecollege.com

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