Call Centre CRM

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CONCEPT OF CALL CENTERS:

CONCEPT OF CALL CENTERS By: shehrevar davierwala

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First there was the customer service counter – The place where you would (and often still do) return to live Human Representatives. Then there was the call centre, which use the voice technologies of the 1990s to provide you the service Representative with enough information. So he would hear you out on why your computer was not working again. By: shehrevar davierwala

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Now as we move through the internet age, we have the Customers Interaction Center (CIC), also known as the Customer Contact Center OR the Multimedia Call Center. CIC sophistication lets call in on your phone (and soon with wireless transmission courtesy of your PDA) and walk through a web site. A web site that will handle the most common problem easily, with on line information at the ready. The functionality is deep, technology is complex, and the results are strong. By: shehrevar davierwala

What Do You Mean By Call Centers?:

What Do You Mean By Call Centers? By: shehrevar davierwala

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The call center is the place where your telephone call is answered. A call center is a central place or network of places where customer and other telephone calls are handled by an enterprise. You have most likely called a call center many times in your life. You may have made an airline reservation, called for directory assistance, ordered a product or called for technical support on a recent purchase. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward to someone qualified to handle them, and to log calls. By: shehrevar davierwala

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A call center is like any other office environment where you will find many people talking on the phone and working with computers. The key difference is that in a call center the employees primary job is to take calls and help customers. When they finish with one customer, they move on to the next customer that is waiting in line. Call centers are typically organized in groups. Each team has a defined role in the call center to support a particular type of customer request. For example, in a call center for ordering clothing, one team may support men’s apparel while another team may support teen’s or women’s clothing. Each call center is organized differently depending on the types of products or services they support. By: shehrevar davierwala

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Call center agents have a complete support team to assist them in their work. When difficult questions arise, most call centers have a help desk for their agents to use, or the call center provides support from the supervisors in each area. In some cases it is necessary to escalate the call to experts. If all these options fail, it may be necessary to call the customer back with the information they need. By: shehrevar davierwala

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Depending on how many phone calls are received, call centers may be very small or extremely large. Some companies need thousands of employees to handle the large volume of calls they receive from customers. Call Centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large enterprise that uses the telephone to sell or service products and services. By: shehrevar davierwala

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CALL CENTER A Call Center is a place where calls are either made or received in high volume by 100s of Call Center agents sitting together in a large group. The major PURPOSES are :– 1.Sales 2.Marketing 3.Telemarketing 4.Customer Service 5.Technical Support 6.Specialized Business Activity. By: shehrevar davierwala

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The set up to solve this purpose can be considered as one of the following:– 1.Huge telemarketing center 2.Customer Service center 3.Help Line 4.Service Bureau 5.Outsourcer By: shehrevar davierwala

CALL CENTER TYPES :

CALL CENTER TYPES Inbound Call Centre Outbound Call Centre Domestic Call Center International Call Center In-house Call Center Out-sourced Call Center Web Enabled Call center By: shehrevar davierwala

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1.INBOUND CALL CENTER Its specializes in handling calls from customer. The agents of inbound call center are supposed to handle customer queries. No calls are made to the customer in an inbound call center. This type of call center is more common in customer care where they are suppose to have facility of toll free number through which customer can call for making queries. By: shehrevar davierwala

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2.OUTBOUND CALL CENTER Outbound call centers are those call centers from where the calls are made to the customer either for business transaction or for responding queries made. It can be further divided into two parts i.e. business to business(B2B) and business to customer(B2C). The main utility of an outbound call center is collecting finances from customer or parties. The other utilizations are being telemarketing, teleselling etc. By: shehrevar davierwala

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Services of Outbound Call Centers: Market Intelligence Database Selling Direct Mail Follow-up Lead Generation \ Qualification \ Management Product Promotion Debt Collection Information and Literature Fulfillment Appointment Scheduling Surveys Customer Satisfaction By: shehrevar davierwala

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3.Domestic Call Center It relates to geographical and political boundaries of customer call center are catering to. Such call centers are independent of certain key factors like time zone, laws, culture, spoken language etc. the problems faced by call center agents are relatively small. These call centers generally do not have 24*7 working hours because they operate inside their respective time zones. By: shehrevar davierwala

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4. International Call Center If a call center is making / receiving calls from outside political boundary it is said to be an international call center. These call centers are dependent on key factors like time zone, laws, culture, spoken language etc. Agents in an international call center are expected to be highly trained professions. They have 24*7 services. The agents mostly work in shifts. By: shehrevar davierwala

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5. In-house Call Center A company which owns certain products /services sets up its own call center to provide a helpline to its customers. Such a call center is termed as in-house call center. 6.Outsourced Call Center If a company hires a call center to service its customers, then the call center is called as Outsourced Call Center. By: shehrevar davierwala

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7. WEB ENABLED CALL CENTER Web Enabling ‘ the call center means interacting with the customer through web. Before web enabling the call center one has to keep in mind the following facts – Through it is technology being implemented, the customer is of much importance i.e. resolution is the central focus of the entire process. Even while problem resolution is the purpose, the experience has to pleasant to the customer which means that the customer needs as much interactive control as possible over entire process. The technology chosen should be such that it is most appropriate to business rules of company. By: shehrevar davierwala

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Web enablement is time consuming , not just for functional and technical implementation, but as far as support from personnel and increased complexity of job concerned, i.e. people working there should be aware of managing e-mails , how to understand multiple channel information and use it and what appropriate response times are. Thus not only good communication skill , but also documentation skill and knowledge about current happenings are required. One is advised to use existing tools as far as possible e.g. Siebel call center package. ]Plan to give higher priority treatment or some other reward to self service web users. By: shehrevar davierwala

WORKING :

WORKING By: shehrevar davierwala

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Consider a typical call that you might make to computer company technical service representative. 1. You dial the computer company’s no. 2. You press several buttons on the telephone that 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 for an ID. By: shehrevar davierwala

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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 you made , the level of difficulty of your problem and the success or the failure of the result , queries you on the nature of the problem, request or concern. 6. Once you have spoken with the representative, the representative enters the information, checks several 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 a new level. To undergo a higher level of customer service with all the new information on what didn’t work on what problem wasn’t resolve. By: shehrevar davierwala

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It involves different technologies such as :– ACD ( Automatic Call Distribution) IVR ( Interactive Voice Response ) CTI ( Customer Telephony Integration ) By: shehrevar davierwala

ACD SYSTEMS :

ACD SYSTEMS By: shehrevar davierwala

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In Telecommunication, an A utomatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals.This is phone call workflow which is how a call gets routed based on the defining characteristics of the call. Nowadays ACD systems are quite often found in companies who handle a lot of incoming phone-calls and where the caller has no specific need to talk to a certain person, but wants to talk to a random person who is able to talk to him at the earliest opportunity. It is linked to everything that goes in the call center. It’s basic function is to take incoming calls and take them to right desk , i.e. customer’s desk. By: shehrevar davierwala

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Basic ACD system process the received telephone calls on first serve basis. The typically answers each call instantaneously and if needed hold in a queue till it is directed to agent. Many ACD software like PACER handle multiple queues and keep records of call and depending on the user defined business rules, ACD routes different callers on different paths. Moreover a call center’s business rules may be configured as ultimate goal should be to serve every quickly and efficiently to meet customer service expectations By: shehrevar davierwala

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Handling incoming calls is the task of the ACD system that consists of hardware for the terminals and phone lines, and software for the routing strategy. The routing strategy is a rule based set of instructions that tells the ACD how calls are handled inside the system. Most of the time this will be a set that determines the best available employee for a certain incoming call. To help make this match, extra variables are taken into account, most often to find out the reason why the customer is calling. Sometimes the caller's Caller ID is used; more often a simple IVR is used to just ask for the reason. By: shehrevar davierwala

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A traditional ACD system processes incoming telephone calls on a first come first serve basis. The system typically answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available ACD call center agent. When an agent becomes available, the agent serves the first caller in this queue. However, the PACER does far more than simply process calls in sequence. The PACER and WIZARD ACD software manages multiple call center queues, keeps a log of call group activity, and uses the PACER' s Executive to monitor activity, analyze queues, agents, hold time and much more. And depending upon user defined business rules, the PACER automatic call distribution systems create different processing paths for different callers. By: shehrevar davierwala

ACD Features :

ACD Features 1 . Flexible in call distribution The system allows you to customize the call handling to meet current operating requirements. 2. Call Configuration ACD directs the call either to call queue holdings calls to be handled by specific person regardless of dialed number or a call lifter series of calls ordered on the basis of dialed numbers. On directing a call to call lifter , call center manager programs on how call is to be handled while it is waiting. By: shehrevar davierwala

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3. Call queuing facility ACD provides special services to all customers making them feel special. All calls that are in a queue are made available to respective agent if he is free else the customer is kept waiting in a queue. While in queue , delay treatment is provided to keep caller online. 4. Call Mapping Incoming calls are resident to a call class and are mapped to a queue. By creating a queue mapping definition , different teams can be assignment to service a queue at various times through the day . By: shehrevar davierwala

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5. Heavy traffic handling ACD is control point for call centers and is capable of handling calls at the rate and volume not only far beyond human capabilities but also beyond any other telecom switching system. 6. Interflow An ACD helps to reroute the calls automatically to another call center if traffic encounters some conditions. Using an ACD system, automatically routes the queued calls to back up teams during heavy traffic periods. By: shehrevar davierwala

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7. Best utilization of human resources Using ACD assures that your human resources are used more efficiently . 8. Agents The serving team specifies the type of the call to be handled by the agent. 9. Call Origin Display Different types calls each with its own call origin display can be directed to the same queue. 10. Skilled Routing Skilled Routing directs the caller to the agent with proper skills to meet needs of caller. By: shehrevar davierwala

Importance of ACD :

Importance of ACD 1.Power Nothing has more raw call processing ability than a standalone ACD. It is best suited to today’s requirements. 2.Technology All factors mentioned above are to be considered . By: shehrevar davierwala

IVR SYSTEMS:

IVR SYSTEMS By: shehrevar davierwala

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IVR - Short for Interactive Voice Response. It is an automated system for collecting customer’s information. It is like any other computer system helps the caller to get the desired information by way of asking questions. The information is either entered through telephone keypad or voice. They caller then gets some kind of information back from computer system through digitized or pre-recorded voice. One can also achieved the desired information through fax machine or website. Use of this technology helps the call centers to tackle many typical queries which earlier required an agent to answer. Customers can retrieve virtually any sort of information from account balances to telephone number or from weather condition to booking a movie ticket. By: shehrevar davierwala

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It is a technology that automates interaction with telephone callers. Enterprises are increasingly turning to IVR to reduce the cost of common sales, service, collections, inquiry and support calls to and from their company. Historically, 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. Additionally, IVR solutions are increasingly used to place outbound calls to deliver or gather information for appointments, past due bills, and other time critical events and activities. By: shehrevar davierwala

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An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet. It can then route calls to either in house service agents or transfer the caller to an outside extension. It enhances our phone system's current robust features of predictive dialing, ACD, and digital call recording. Call centers in particular can become instantly more productive by letting the phone system gather caller information, verify caller identity and, if necessary, determine the best service representative to handle this request using our interactive voice response technology. By: shehrevar davierwala

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In Telephony, I nteractive Voice Response, or IVR , is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as "yes", "no", or numbers in answer to the voice prompts. The latest systems use natural language speech recognition to interpret the questions that the person wants answered. Real voices are used to create the speech in tiny fragments that are glued together before being played to the caller. By: shehrevar davierwala

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There are five good treasons why call center should use IVRS [Interactive Voice Response Systems] 1.System can have access to the caller’s background information and can route the call if necessary to relevant destination. This improves customer service. 2.Accessing information through telephone lets anyone interact with the system anywhere on the globe. 3.IVRS allows companies to provide real time information on demand 24 hours a day without human interaction. 4.IVRS reduces the length of queue. This reduces waiting time for response. 5.IVRS is cost effective because of number of questions it answers per unit time. By: shehrevar davierwala

Computer Telephony Integration [ CTI ]:

Computer Telephony Integration [ CTI ] By: shehrevar davierwala

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Computer Telephony integration, also referred to as CTI, is technology that allows interactions on a telephone and a computer to be integrated or coordinated. A call center has to deliver many types of interactions like fax, email, web chat, voice interaction etc. this cross media interconnection is implemented by using a technology called as Computer Telephony Integration ( CTI ). It is way of combining data and voice together through open connection based system. This it is all about using computers to manage telephone calls. This integration improves upon limitation of computer and telephone. Computer instantly receives full information about the caller and telephone provides real time voice interaction. By: shehrevar davierwala

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Features of CTI:- Caller identification appears on screen from existing caller database and remains for entire call session. Called number identification is a special tool regarding number dialed by caller. It is displayed with each incoming call. Automated dialing of outgoing calls – Point and click any phone number present in computer database and telephone will dial the call. Predictive dialing and call blending – If same person handles both inbound and outbound calls, it is called Call Blending. Conferencing – it involves a three way communication. Virtual call centers – In it, several groups of agents spread over geographic location are treated together as single center for scheduling and call handling purpose. Intelligent call routing. Online reporting – Certain CTI s include a comprehensive online reporting system plus the ability to customize reports. By: shehrevar davierwala

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Benefits of CTI :- Voice recognition is done either for authenticating or for message forwarding. Manages voice or video conferences. Collects and displays pending live calls / messages left by the caller. Receives fax messages and routes them to appropriate fax machines. Based on the call input, initiates smart agent application to provide help with caller’s request. Call handling time is reduced by great amount. Hence overall operation is speeded up and thus CTI is also cost effective. By: shehrevar davierwala

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Call center management and technical Positions In addition to the front-line employees that work with customers, the call center offers many other jobs in both management and technical areas. Examples of employment opportunities include: Supervisor or team leader Training development and delivery Workforce scheduling Quality monitoring or quality assurance Business analyst (reporting and financials) Process specialists Human resources Information technology Facility design and maintenance All of these areas are needed for the call center to work effectively and efficiently, and offer a strong and diverse career path for customer service representatives working in the call center By: shehrevar davierwala

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THANK YOU!!!!!!!!!!!!!!!!!!! By: shehrevar davierwala

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