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Manavi system thinking
Manavi system thinking
Manavi system thinking
Manavi system thinking
Manavi system thinking
Manavi system thinking
Manavi system thinking
Manavi system thinking
Manavi system thinking
Manavi system thinking
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Manavi system thinking

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  • 1. A call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone.
  • 2. Dynamics • Types of calls are often divided into outbound and inbound. Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help. These calls are substantially different from outbound calls, where agents place calls to potential customers mostly with intentions of selling or service to the individual. It is possible to combine inbound and outbound campaigns
  • 3. System • Call centre staff are often organised into a multi-tier support system for a more efficient handling of calls. • The first tier in such a model consists of operators, who direct inquiries to the appropriate department and provide general directory information. • If a caller requires more assistance, the call is forwarded to the second tier, where most issues can be resolved. • In some cases, there may be three or more tiers of support staff. If a caller requires more assistance, the caller is forwarded to the third tier of support; typically the third tier of support is formed by product engineers/developers or highly skilled technical support staff of the product.
  • 4. Types of Call Centres Some variations of call centre models are listed below: • Contact centre – Supports interaction with customers over a variety of media, including but not necessarily limited to telephony, e-mail and internet chat. • Inbound call centre - Exclusively or predominantly handles inbound calls (calls initiated by the customer). • Outbound call centre - One in which call centre agents make outbound calls to customers or sales leads. • Blended call centre - Combining automatic call distribution for incoming calls with predictive dialling for outbound calls, it makes more efficient use of agent time as each type of agent (inbound or outbound) can handle the overflow of the other
  • 5. Customer Service • Customer service representatives provide a valuable link between customers and the companies who produce the products they buy and the services they use. • They are responsible for responding to customer inquiries and making sure that any problems they are experiencing are resolved. • Although most customer service representatives do their work by telephone in call centers, some interact with customers by e-mail, fax, post, or face-to-face.
  • 6. Types of Complaints • customer service inquiries involve simple questions or requests. For instance a customer may want to know the status of an order or wish to change his or her address in the company’s file. • However, some questions may be somewhat more difficult, and may require additional research or help from an expert. In some cases, a representative’s main function may be to determine who in the organization is best suited to answer a customer’s questions. • Some customer inquiries are complaints which generally must be handled in accordance with strict company policies
  • 7. Importance of Customer care
  • 8. • Reputation: And if that customer feels bad about how he or she has been treated, she will tell her friends about it. Or even worse, drop a note in a user group or other forum that is heavily trafficked. • Lifetime Customers: On the other hand, if you deliver legendary customer support, this same mechanism could work really well for you. In the meantime, you're converting ordinary customers into lifetime customers, just by delivering extraordinary service.
  • 9. Macro Level Situation Lodging a complaint at the customer care Center by calling.
  • 10. Micro Level

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