Call centre operator skills by Derek Hendrikz explores the role and functions of the call centre operator. The introductory slide set also looks at practical and technical aspects of call centre management. www.derekhendrikz.com

1. Call Centre Operator Skills
Derek Hendrikz

2. 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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3. 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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4. 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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5. These handle calls coming into the organisation.
Inbound Call Centre
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6. 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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7. 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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8. 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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9. 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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10. 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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11. Call Centre Application (cont….)
• Sales support.
• Account management.
• Telemarketing.
• Research.
• Emergency center.
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12. 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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13. 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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