Concept of Call Centers

7/29/2019 Concept of Call Centers

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GROUP MEMBERS:-

1) GAURAV

2) RAVI ALOK3) AAMIR KHAN

4) PRADEEP

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First there was the customer service counter

The place where you would (and often still do) returnto live Human Representatives.

Then there was the call centre, which use the voice

technologies of the 1990s to provide you the serviceRepresentative with enough information.

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Now as we move through the internet age, we havethe Customers Interaction Center (CIC), also known

as the Customer Contact Center OR the MultimediaCall Center.

CIC sophistication lets call in on your phone (andsoon with wireless transmission courtesy of yourPDA) and walk through a web site. A web site that willhandle the most common problem easily, with on line

information at the ready.

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What Do You Mean By CallCenters?

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CALL CENTERA Call Center is a place where calls are

either made or received in high volume by 100s ofCall Center agents sitting together in a large group.

The major PURPOSES are :

1.Sales2.Marketing3.Telemarketing4.Customer Service

5.Technical Support6.Specialized Business Activity.

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The set up to solve this purpose can be considered as

one of thefollowing:

1.Huge telemarketing center

2.Customer Service center3.Help Line4.Service Bureau

5.Outsourcer

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CALL CENTER TYPESInbound Call Centre

Outbound Call Centre

Domestic Call Center International Call Center

In-house Call Center

Out-sourced Call Center

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INBOUND CALL CENTER

This type of call center is more common in customercare where they are suppose to have facility of toll freenumber through which customer can call for makingqueries.

OUTBOUND CALL CENTEROutbound call centers are those call centers from

where the calls are made to the customer either forbusiness transaction or for responding queries made.It can be further divided into two parts i.e. business tobusiness(B2B) and business to customer(B2C).

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DOMESTIC CALL CENTER

It relates to geographical and political boundaries of

customer call center are catering to.These call centersgenerally do not have 24*7 working hours becausethey operate inside their respective time zones.

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INTERNATIONAL CALL CENTER

These call centers are dependent on key factors liketime zone, laws, culture, spoken language etc.

Agents in an international call center are expectedto be highly trained professions. They have 24*7services. The agents mostly work in shifts.

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IN-HOUSE CALL CENTER

A company which owns certain products /servicessets up its own call center to provide a helpline to itscustomers. Such a call center is termed as in-housecall center.

OUTSOURCED CALL CENTERIf a company hires a call center to service its

customers, then the call center is called asOutsourced Call Center.

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WORKING

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Consider a typical call that you might make tocomputer company technical service representative.

1. You dial the computer companys no.

2. You press several buttons on the telephonethat gets you through menu options,ordinarily guided by human voice.

3. You wait for a customer service rep while

music plays.4. If you have not punched in an ID of some sort

prior to this on your phone, you are asked foran ID.

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5. The representative , reading off a screen that

outlines your enter history with the company,including the recent calls or email inquiry youmade , the level of difficulty of your problem andthe success or the failure of the result , queries you

on the nature of the problem, request or concern.

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6. Once you have spoken with the representative,the representative enters the information, checksseveral possible results that show up on the screen,and if one of them resolves the problem, marks it off.

If none of them resolves problem you are same to anew level. To undergo a higher level of customerservice with all the new information on what didnt

work on what problem wasnt resolve.

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CRM a must have in call centers

customer relationship management software is soflexible and powerful that it can manage any callcenter operation virtually. The size of the call center in

this case does not matter.

The CRM software has database and developmenttools, and an application which includes an ultimate

call center phone system, web integration andtelephony.

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Talking from the economical perspective, it is not

possible to offer superior quality service to allcustomers, owing to the fact that you do not know theworth of a customer.The CRM software assigns a worth to every

individual customer, this makes it easy for the callcenter agent to know how to interact with eachcustomer. Identifying the most valuable customers, the CRM

software enables call center agents to realize theirlifetime worth.

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Customer relationship management helps enablegood returns on investment.

In a CRM call center, customers can communicate

in different ways which include emailing, personalsales representative, Web chatting, Voice overInternet Protocol (VoIP) and other methods

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Call centers make the most of this software bydesigning organization systems and service formeeting customer requirements and alsomaximizing their value.

The purpose of CRM software is to develop long-term relationships with customers for maximumprofit.

And store all the available customer information inthe central history database for future use.

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THANK

YOU!!!!!!!!!!!!!!!!!!!

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Concept of Call Centers

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