The document discusses various components of a call center including automatic call distributors, interactive voice response systems, computer telephony integration, intelligent call routing, web-enabled call centers, and types of call centers like inbound, outbound, telemarketing, and phone call centers. It also provides examples of expenses, revenue, and profits for 5-seater and 10-seater call centers.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsGo4customer-UK
Inbound call centres are the best way to handle customer queries and issues.Inbound call centres provide prompt customer support and provide wide range of services such as technical support, telephone answering, customer help desk and order taking support. Apart from offering these essential call handling services, the inbound call centre also provide web-enabled services, remote receptionist and toll-free call answering services.Also Inbound call centres are the best for those companies that do not have enough time and resources to deal with customer queries & issues.
With businesses continuously growing and changing, it can be difficult to keep up with your phone calls. Utilizing inbound call centers can improve workflow, as well as improve customer satisfaction.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsGo4customer-UK
Inbound call centres are the best way to handle customer queries and issues.Inbound call centres provide prompt customer support and provide wide range of services such as technical support, telephone answering, customer help desk and order taking support. Apart from offering these essential call handling services, the inbound call centre also provide web-enabled services, remote receptionist and toll-free call answering services.Also Inbound call centres are the best for those companies that do not have enough time and resources to deal with customer queries & issues.
With businesses continuously growing and changing, it can be difficult to keep up with your phone calls. Utilizing inbound call centers can improve workflow, as well as improve customer satisfaction.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
Contact Center Solution, your call center software into a new technology-based cloud contact center & deliver exceptional agent. Contact center Software better user experience for your customers.
Helios Outsourcing, is a state of the art call centre management firm operating in niche business areas. Based in Glasgow and operating from Chennai as well as over a dozen countries around the world, Helios is here to serve your complete outsourcing requirements!
Call centre Outsourcing Telemarketing Call Answering Call handling Inbound calling Outbound calling Tele-calling Call center India Outsourcing Business Process Outsourcing Indian call center UK call centre
Call center dialer
GSM gateway dialer
voip dialer
analog dialer
contact center solutins
call center solutions
unifed communications
IPPBX
EPABX
PBX
voip pbx
voice logger
pri voice logger
isdn voice logger
analog voice logger
pri voice recorder
analog voice recorder
voip voice recorder
IVRS
IVRS System
IVRS Solution
Interactive voice response solutions
inbound ivrs
outbound ivrs
ACD
CTI
outbound dialing solution
Inbound dialing solution
inbound calling
outbound calling
outbound dialer
inbound dialer
predictive dialer
progressive dialer
preview dialer
power dialer
dialer
OBD
conference bridge solutions
call center setup
call center setup solution
domestic dialer
internaitonal dialer
domestic call center dialer
internatioanl call center dialer
BACK OFFICE EFFICCIENCY
CALL CENTER MODERNIZATION
CLOUD CONTACT CENTTER
COLLECTIONS
MOBILE CUSTOMER CARE
MOBILE MARKETING
MULTI-CHANNEL CONTACT CENTER
PROACTIVE CUSTOMER COMMUNICATION
SELF-SERVICE IVR
SOCIAL CUSTOMER SERVICE
SPEECH / TEXT ANALYTICS
WEB CUSTOMER SERVICE
WORKFORCE OPTIMIZATION & ANALYTICS
call centre technology
asterisk call center
hybreed technology
Example Call Center Work/Information Flow DiagramEquilibria, Inc.
There are bound to be times when your customer support team encounters a problem dealing with customers. You have no control over what customers say or do, but you do have control over how team members respond to questions or complaints in an efficient and productive way. With a combination of competent team members, well-written scripts and the right technology, your business can attract and retain happy and loyal customers.
Process maps (flowcharts) are one tool companies use to ensure team members know how to address customer support questions, escalate issues, and route calls. In this presentation, we begin with a process map given to employees working in a call center to screen job candidates. If you enjoy working with flowcharts, you’ll love this method to investigate your own customer service model. More process map templates are available for download at www.eqbsystems.com/shop. Thanks for watching!
Call center dialer
GSM gateway dialer
voip dialer
analog dialer
contact center solutins
call center solutions
unifed communications
IPPBX
EPABX
PBX
voip pbx
voice logger
pri voice logger
isdn voice logger
analog voice logger
pri voice recorder
analog voice recorder
voip voice recorder
IVRS
IVRS System
IVRS Solution
Interactive voice response solutions
inbound ivrs
outbound ivrs
ACD
CTI
outbound dialing solution
Inbound dialing solution
inbound calling
outbound calling
outbound dialer
inbound dialer
predictive dialer
progressive dialer
preview dialer
power dialer
dialer
OBD
conference bridge solutions
call center setup
call center setup solution
domestic dialer
internaitonal dialer
domestic call center dialer
internatioanl call center dialer
BACK OFFICE EFFICCIENCY
CALL CENTER MODERNIZATION
CLOUD CONTACT CENTTER
COLLECTIONS
MOBILE CUSTOMER CARE
MOBILE MARKETING
MULTI-CHANNEL CONTACT CENTER
PROACTIVE CUSTOMER COMMUNICATION
SELF-SERVICE IVR
SOCIAL CUSTOMER SERVICE
SPEECH / TEXT ANALYTICS
WEB CUSTOMER SERVICE
WORKFORCE OPTIMIZATION & ANALYTICS
call centre technology
asterisk call center
hybreed technology
Elision DialShree Predictive Dialer is a outbound/inbound telephone automated system that dial calls from a list of uploaded telephone numbers in sequence, screening unnecessary calls such as busy signals, no answer, answering machines and disconnected numbers while predicting at what point a human caller will be able to handle the next call.
DialShree is a software-based Dialer solutions that help companies to avoid the use of expensive telephony boards and other associated hardware, which have high maintenance costs. DialShree Dialer are very easy to use, and therefore it is used more in following areas like telemarketing, payment collection, service follow-ups, surveys and appointment confirmation.
Outbound Call Center Suite is a flexible tool that allows contact centers to manage optimal outbound campaigns. Algorithms allow for maximum customer contacts in a minimal amount of time, while targeting precise campaign sales and service objectives. Outbound callcenter suit is effectively used for outbound calling process like telemarketing, collection, survey etc. to achieve maximum productivity of Agents.
Inbound CallCenter Suit- Automatic Control the distribution of your inbound calls to available agents and reduce processing times for higher customer satisfaction and quick response time. It also provides personalized routing scripts that can be modify at any time.
It helps in Agent performance like first call resolution (FCR), average handle time (AHT) and time in queue.
- See more at: http://www.elisiontec.com/product/call-center-dialer/#sthash.CkYf89Jj.dpuf
For more than two decades, the outsourcing industry has consistently addressed critical business needs such as
cost reductions and efficiency improvements. Outsourcing services have also empowered businesses to focus
more on their revenue generation processes such as production, sales and business expansion. However,
expectations have increased dramatically over the last few years and businesses now demand a lot more from
their outsourcing partners. Due to rising competition, new desirables such as quality improvements, customer
satisfaction maximization, process value-additions and effective management of SLAs, have been added to the list.
These are the primary reasons that have made it necessary for outsourcing firms to provide enhanced quality
assurance for outsourced projects.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
Contact Center Solution, your call center software into a new technology-based cloud contact center & deliver exceptional agent. Contact center Software better user experience for your customers.
Helios Outsourcing, is a state of the art call centre management firm operating in niche business areas. Based in Glasgow and operating from Chennai as well as over a dozen countries around the world, Helios is here to serve your complete outsourcing requirements!
Call centre Outsourcing Telemarketing Call Answering Call handling Inbound calling Outbound calling Tele-calling Call center India Outsourcing Business Process Outsourcing Indian call center UK call centre
Call center dialer
GSM gateway dialer
voip dialer
analog dialer
contact center solutins
call center solutions
unifed communications
IPPBX
EPABX
PBX
voip pbx
voice logger
pri voice logger
isdn voice logger
analog voice logger
pri voice recorder
analog voice recorder
voip voice recorder
IVRS
IVRS System
IVRS Solution
Interactive voice response solutions
inbound ivrs
outbound ivrs
ACD
CTI
outbound dialing solution
Inbound dialing solution
inbound calling
outbound calling
outbound dialer
inbound dialer
predictive dialer
progressive dialer
preview dialer
power dialer
dialer
OBD
conference bridge solutions
call center setup
call center setup solution
domestic dialer
internaitonal dialer
domestic call center dialer
internatioanl call center dialer
BACK OFFICE EFFICCIENCY
CALL CENTER MODERNIZATION
CLOUD CONTACT CENTTER
COLLECTIONS
MOBILE CUSTOMER CARE
MOBILE MARKETING
MULTI-CHANNEL CONTACT CENTER
PROACTIVE CUSTOMER COMMUNICATION
SELF-SERVICE IVR
SOCIAL CUSTOMER SERVICE
SPEECH / TEXT ANALYTICS
WEB CUSTOMER SERVICE
WORKFORCE OPTIMIZATION & ANALYTICS
call centre technology
asterisk call center
hybreed technology
Example Call Center Work/Information Flow DiagramEquilibria, Inc.
There are bound to be times when your customer support team encounters a problem dealing with customers. You have no control over what customers say or do, but you do have control over how team members respond to questions or complaints in an efficient and productive way. With a combination of competent team members, well-written scripts and the right technology, your business can attract and retain happy and loyal customers.
Process maps (flowcharts) are one tool companies use to ensure team members know how to address customer support questions, escalate issues, and route calls. In this presentation, we begin with a process map given to employees working in a call center to screen job candidates. If you enjoy working with flowcharts, you’ll love this method to investigate your own customer service model. More process map templates are available for download at www.eqbsystems.com/shop. Thanks for watching!
Call center dialer
GSM gateway dialer
voip dialer
analog dialer
contact center solutins
call center solutions
unifed communications
IPPBX
EPABX
PBX
voip pbx
voice logger
pri voice logger
isdn voice logger
analog voice logger
pri voice recorder
analog voice recorder
voip voice recorder
IVRS
IVRS System
IVRS Solution
Interactive voice response solutions
inbound ivrs
outbound ivrs
ACD
CTI
outbound dialing solution
Inbound dialing solution
inbound calling
outbound calling
outbound dialer
inbound dialer
predictive dialer
progressive dialer
preview dialer
power dialer
dialer
OBD
conference bridge solutions
call center setup
call center setup solution
domestic dialer
internaitonal dialer
domestic call center dialer
internatioanl call center dialer
BACK OFFICE EFFICCIENCY
CALL CENTER MODERNIZATION
CLOUD CONTACT CENTTER
COLLECTIONS
MOBILE CUSTOMER CARE
MOBILE MARKETING
MULTI-CHANNEL CONTACT CENTER
PROACTIVE CUSTOMER COMMUNICATION
SELF-SERVICE IVR
SOCIAL CUSTOMER SERVICE
SPEECH / TEXT ANALYTICS
WEB CUSTOMER SERVICE
WORKFORCE OPTIMIZATION & ANALYTICS
call centre technology
asterisk call center
hybreed technology
Elision DialShree Predictive Dialer is a outbound/inbound telephone automated system that dial calls from a list of uploaded telephone numbers in sequence, screening unnecessary calls such as busy signals, no answer, answering machines and disconnected numbers while predicting at what point a human caller will be able to handle the next call.
DialShree is a software-based Dialer solutions that help companies to avoid the use of expensive telephony boards and other associated hardware, which have high maintenance costs. DialShree Dialer are very easy to use, and therefore it is used more in following areas like telemarketing, payment collection, service follow-ups, surveys and appointment confirmation.
Outbound Call Center Suite is a flexible tool that allows contact centers to manage optimal outbound campaigns. Algorithms allow for maximum customer contacts in a minimal amount of time, while targeting precise campaign sales and service objectives. Outbound callcenter suit is effectively used for outbound calling process like telemarketing, collection, survey etc. to achieve maximum productivity of Agents.
Inbound CallCenter Suit- Automatic Control the distribution of your inbound calls to available agents and reduce processing times for higher customer satisfaction and quick response time. It also provides personalized routing scripts that can be modify at any time.
It helps in Agent performance like first call resolution (FCR), average handle time (AHT) and time in queue.
- See more at: http://www.elisiontec.com/product/call-center-dialer/#sthash.CkYf89Jj.dpuf
For more than two decades, the outsourcing industry has consistently addressed critical business needs such as
cost reductions and efficiency improvements. Outsourcing services have also empowered businesses to focus
more on their revenue generation processes such as production, sales and business expansion. However,
expectations have increased dramatically over the last few years and businesses now demand a lot more from
their outsourcing partners. Due to rising competition, new desirables such as quality improvements, customer
satisfaction maximization, process value-additions and effective management of SLAs, have been added to the list.
These are the primary reasons that have made it necessary for outsourcing firms to provide enhanced quality
assurance for outsourced projects.
31 Nov 09 - Call Centre Standards and BenchmarkingC3Africa
Presentation given at Dti BPO Strategy Conference - 20 November 2009 at Port Elizabeth, South Africa. Presentation duration: 60 minutes + Questions
For more information rod.jones@c3africa.com
A Complete Guide on Call Center Predictive DialerAresync
The effectiveness and time management of predictive dialer software is why it is popular. However, several additional benefits also contribute to the dialer's extensive adoption.
A Blended Call Center is a call center that performs both inbound and inbound functions for greater customer satisfaction.
Let's see in detail what a blended call center is and how it can help increase your efficiency and productivity.
Interactive Voice Response System - MtalkzErric Ravi
Interactive voice response or IVR is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. It then performs actions based on the answers of the caller through the telephone keypad or their voice response. The PPT will describe about what is ivr system, why you should use it and its benefits.
Here is a complete guide to a predictive dialer:
• How does a predictive dialer work?
• What are the features of predictive dialer?
• What are the benefits of predictive dialer?
Anything used by a call center to boost its productivity can be named as Call center Solution. These solutions can be integrated with the existing businesses and are lightweight. The most important thing for them is their scalability. It can be integrated with small businesses as well as with enterprises .A quality call center solution provides customer insights, streamlines workflows, and improves customer relationship management. The most common type of call center solution includes automatic call distribution and predictive dialing.
Anything used by a call center to boost its productivity can be named as Call center Solution. These solutions can be integrated with the existing businesses and are lightweight. The most important thing for them is their scalability. It can be integrated with small businesses as well as with enterprises .A quality call center solution provides customer insights, streamlines workflows, and improves customer relationship management. The most common type of call center solution includes automatic call distribution and predictive dialing.
Anything used by a call center to boost its productivity can be named as Call center Solution. These solutions can be integrated with the existing businesses and are lightweight. The most important thing for them is their scalability. It can be integrated with small businesses as well as with enterprises .A quality call center solution provides customer insights, streamlines workflows, and improves customer relationship management. The most common type of call center solution includes automatic call distribution and predictive dialing.
How Small Businesses can grow faster using Cloud Communications and TelephonyKnowlarity
SMEs and SMBs are often hailed as the backbone of emerging market economies. Traditionally they have relied on outdated technology and systems which have limited their productivity and prevented them from realising their true potential. However, an increasing number of SMEs are beginning to adopt technology that can help them jump to the next level of evolution.
Cloud telephony is one such technology that the SME and SMB space is embracing with a certain degree of alacrity as business owners begin to understand how it can help them enhance customer retention, loyalty and decrease operational costs. Enlisted below are six of the most business benefits of cloud telephony for SMEs and SMBs.
10 Must Have Features In Your Outbound Call CenterNaina Rajput
Outbound call centers are responsible for making calls. They provide support and engage customers towards the product or service. So it is necessary to have advanced features to build a better customer experience. Here are some must-have features of an outbound call center.
30 Benefits of Call Center Software Too Good to IgnoreTentacle Cloud
The benefits of using call center software are many. In addition to the fact that you can use and capitalize on the software, your call center will be able to address several issues only a few contact centers know of. Companies that use call center software which allows them to pick and choose the calls they field no longer have to take calls in the order in which they are received.
http://www.tentaclecloud.com/signup
Top 10 buzz words in call center technologyPointel Inc
Call center technology is constantly evolving, so it can be difficult to keep track of the latest innovations in the market. We've compiled this list of the top 10 call center technologies to consider for today's call centers.
Call Center Automation- Provide intelligent automation across the entire cust...Kapture CRM
It is time to add the power of automation to your business. Here is Kapture CRM to ensure that your customers have a seamless, consistent and personalized journey using its machine learning enabled tools.
The Impact of Artificial Intelligence on Modern Society.pdfssuser3e63fc
Just a game Assignment 3
1. What has made Louis Vuitton's business model successful in the Japanese luxury market?
2. What are the opportunities and challenges for Louis Vuitton in Japan?
3. What are the specifics of the Japanese fashion luxury market?
4. How did Louis Vuitton enter into the Japanese market originally? What were the other entry strategies it adopted later to strengthen its presence?
5. Will Louis Vuitton have any new challenges arise due to the global financial crisis? How does it overcome the new challenges?Assignment 3
1. What has made Louis Vuitton's business model successful in the Japanese luxury market?
2. What are the opportunities and challenges for Louis Vuitton in Japan?
3. What are the specifics of the Japanese fashion luxury market?
4. How did Louis Vuitton enter into the Japanese market originally? What were the other entry strategies it adopted later to strengthen its presence?
5. Will Louis Vuitton have any new challenges arise due to the global financial crisis? How does it overcome the new challenges?Assignment 3
1. What has made Louis Vuitton's business model successful in the Japanese luxury market?
2. What are the opportunities and challenges for Louis Vuitton in Japan?
3. What are the specifics of the Japanese fashion luxury market?
4. How did Louis Vuitton enter into the Japanese market originally? What were the other entry strategies it adopted later to strengthen its presence?
5. Will Louis Vuitton have any new challenges arise due to the global financial crisis? How does it overcome the new challenges?
Want to move your career forward? Looking to build your leadership skills while helping others learn, grow, and improve their skills? Seeking someone who can guide you in achieving these goals?
You can accomplish this through a mentoring partnership. Learn more about the PMISSC Mentoring Program, where you’ll discover the incredible benefits of becoming a mentor or mentee. This program is designed to foster professional growth, enhance skills, and build a strong network within the project management community. Whether you're looking to share your expertise or seeking guidance to advance your career, the PMI Mentoring Program offers valuable opportunities for personal and professional development.
Watch this to learn:
* Overview of the PMISSC Mentoring Program: Mission, vision, and objectives.
* Benefits for Volunteer Mentors: Professional development, networking, personal satisfaction, and recognition.
* Advantages for Mentees: Career advancement, skill development, networking, and confidence building.
* Program Structure and Expectations: Mentor-mentee matching process, program phases, and time commitment.
* Success Stories and Testimonials: Inspiring examples from past participants.
* How to Get Involved: Steps to participate and resources available for support throughout the program.
Learn how you can make a difference in the project management community and take the next step in your professional journey.
About Hector Del Castillo
Hector is VP of Professional Development at the PMI Silver Spring Chapter, and CEO of Bold PM. He's a mid-market growth product executive and changemaker. He works with mid-market product-driven software executives to solve their biggest growth problems. He scales product growth, optimizes ops and builds loyal customers. He has reduced customer churn 33%, and boosted sales 47% for clients. He makes a significant impact by building and launching world-changing AI-powered products. If you're looking for an engaging and inspiring speaker to spark creativity and innovation within your organization, set up an appointment to discuss your specific needs and identify a suitable topic to inspire your audience at your next corporate conference, symposium, executive summit, or planning retreat.
About PMI Silver Spring Chapter
We are a branch of the Project Management Institute. We offer a platform for project management professionals in Silver Spring, MD, and the DC/Baltimore metro area. Monthly meetings facilitate networking, knowledge sharing, and professional development. For event details, visit pmissc.org.
New Explore Careers and College Majors 2024.pdfDr. Mary Askew
Explore Careers and College Majors is a new online, interactive, self-guided career, major and college planning system.
The career system works on all devices!
For more Information, go to https://bit.ly/3SW5w8W
This comprehensive program covers essential aspects of performance marketing, growth strategies, and tactics, such as search engine optimization (SEO), pay-per-click (PPC) advertising, content marketing, social media marketing, and more
1. CALL CENTER
Inspire Worldwide Support
301,Panchsheel Square Mall,Ghaziabad
EMAIL-ID: sunnykumar@inspirewe.in
info@inspireworldwidesupport.com
2. Call Centre is a centralized
office used for the purpose of
receiving or transmitting a
large volume of requests by
telephone.
A Contact Centre, also
known as Customer
Interaction Centre (CIC) is
a central point of any
organization from which all
customer contacts are
managed. Through contact
centers valuable information
about company are routed to
appropriate people, contacts
to be tracked and data to be
gathered.
3. AUTOMATIC CALL DISTRIBUTOR
ACDs are telephone systems
that route calls, prioritize calls,
and play recorded messages.
They record the number of calls
in the system, the number of
dropped calls, and the average
hold time.
The most important functions of
an ACD system are call routing
and data collection.
4. AUTOMATIC CALL DISTRIBUTOR
ACDs collect and store data
about each call.
Using the data, the ACD
creates management reports
that are used to monitor and
evaluate help desk efficiency.
Managers can determine the
number of calls abandoned,
the average hold time of calls,
and other statistics.
5. INTERACTIVE VOICE RESPONSE
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
6. INTERACTIVE VOICE RESPONSE
Automatic Speech
Recognition (ASR) is computer
software that recognizes human
speech.
It translates human speech
into instructions that computer
programs can process.
Speech-to-text technology
has a 90 to 95 percent accuracy
rate.
Drawback of speech-to-text
technology is the amount of
time required to set up the
software.
7. COMPUTER TELEPHONY INTEGRATION (CTI)
Integration of the telephone
and computer-based systems is
known as computer telephony
integration (CTI).
CTI is made possible by
middleware applications.
Middleware application is
software that connects two or
more separate applications across
a computer network.
8. COMPUTER TELEPHONY INTEGRATION (CTI)
Automatic display of caller and call details
Routing of voice, fax, e-mail, text
messaging, and live chat into a unified queue
Retrieval of voice, fax, and e-mail from a
single location
Delivery of automated responses
Data analysis and reporting functions
9. AUTOMATED INTELLIGENT CALL ROUTING
Intelligent Call Routing is a
term for routing done by software
that attempts to identify the caller
and direct them to an appropriate
agent
The software can identify the
caller based on known
information tied to the call
10. AUTOMATED INTELLIGENT CALL ROUTING
Send calls in the queue to the best agent based on any of several
different rules: least busy, longest idle, round robin
Program queue priorities to ensure that more urgent calls get
answered first. Customize your on-hold escape options by queue to
provide the best possible caller experience
11. WEB ENABLEMENT OF CALL
CENTER
A web-enabled call center is a
central location that a customer can
reach by voice using a button on a
website or an Internet call program.
Also called a help desk, a call
center is a customer service
department set up to allow
consumers with questions or
problems to speak to a company
representative.
Offering customers immediate
help can reduce the chance that a
buying customer will leave the
website and abandon the sale.
12. WEB ENABLEMENT OF CALL
CENTER
Web-enabled call centers are just
one of many means of contacting
customers who are browsing online.
Some companies offer an online
text chat box used to connect to
customer service, but online chat
customer service does not always
connect to a live representative.
While a chat program may only
connect to a computer to answer basic
questions, a web-enabled call center
allows the customer to dial a real
company representative from a
website button.
13. TYPES OF CALL CENTER
1. Inbound call center
2. Outbound call center
3. Web Enabled call center
4. Telemarketing call center
5. Phone call center
14. INBOUND CALL CENTRE
An inbound call is one that a customer initiates to a call center or
contact center. A help desk handles inbound calls as well, although calls
may be made from employees rather than customers.
Call-center-service-providers try to understand the nature of the queries
and stress on developing the probing skills of the customer service
representative. This enables them to recommend the most efficacious
solution in the quickest time frame possible.
15. OUTBOUND CALL CENTRE
Call-center-service-providers make calls to specified destinations with pre-
approved database from our customer.
The quality assurance team of the call center service provider then verifies
the quality of calls made by them. The feedback from the quality assurance
team is then forwarded to the respective team leaders for corrective measures.
An outbound call center provide highly cost-effective services based on
results-based production and management processes.
16. WEB ENABLED CALL CENTER
The web enabled call center services are only accessible on the net. The
major purpose of these call centers is to help in the easy accessibility of
people, anywhere in the world.
This also helps in targeting brand messages, potential acquisition of new
call centers and it gives high returns for a relatively low investment.
It provides enhanced employee performance, maximized customer
satisfaction and reduces cost. It also helps to maintain customer
satisfaction, maintain standards and increase profitability.
17. TELEMARKETING CALL CENTER
Marketing consumer products over the phone is called
Telemarketing.
Telemarketing involves the use of persons trained in conversational
skills and automatic dialer software and equipments.
Telephonic surveys usually make use of a script that derives only a
small range of responses.
18. PHONE CALL CENTER
A more personalized version of the call centre, where agents get to
know more about their customers and their callers; and therefore look
after calls just as if based in their customers office.
Utilizing advanced telephony and Internet technology, the customer
service representatives (CSR's) at the phone call centers provide
accurate and timely information for the most complex inbound or
outbound programs.
19. LOGGING AND MONITORING
Call logging tends to be just that – recording calls with no end purpose other than
to keep a record of conversations had over the phone.
Call Logging is a valuable tool in the measuring of productivity and levels of
incoming and outgoing call traffic.
MONITORING
It allows management to assess how individuals are performing and where
improvements can be made by training them in specific areas. It allows
management to focus on skills.
It is possible to improve effectiveness of a company or call centre ensuring that
agents are able to deal with calls quickly and efficiently thereby enabling them to
make more calls and make more sales.
20. Expenses, Revenue & Profit of 5 seater
5 Seater Expenses
• Employees =5
• Avg Salary = INR 25,000
• Monthly Salary = INR 1,25,000(5
Employees * 25,000 Avg Salary)
• Call per day = 25 (5*5)
• Call per Month = 550(25calls *22 Days)
• Avg Call cost = INR 650
• Monthly Call Cost =INR3,57,500 (650 call
cost *550 total calls)
• Monthly Rent = INR 40,000
• Misc. Expenses = INR 10,000
• Vonage = INR 20,000
• Total Expenses = INR 5,52,500
5 Seater Revenue
• Avg 1 Sale Done per person per Day $250
• Total sales per Day = $1250 ($250 avg sale
per day * 5 No. Of Employees)
• Monthly Sales = $27,500 (1250 Daily Sale *
22 No. Of working days )
• Charge back or refund = 1% of total sale
• Sales Balance = $27225
• Deduction by Gateway = 30% of balance
sales
• Balance Sale Amount = $19,057
• Convert to INR by $ rate =60
• Total amount transferred to India = INR
11,43,420
• Profit = (Expenses – Balance To India)
• INR 5,90,920
21. Expenses, Revenue & Profit of 10seater
10 Seater Expenses
• Employees =10
• Avg Salary = INR 25,000
• Monthly Salary = INR 2,50,000(10
Employees * 25,000 Avg Salary)
• Call per day = 50 (10*5)
• Call per Month = 1,100(50calls *22 Days)
• Avg Call cost = INR 650
• Monthly Call Cost =INR7,15,000 (650 call
cost *1100 total calls)
• Monthly Rent = INR 40,000
• Misc. Expenses = INR 10,000
• Vonage = INR 30,000
• Total Expenses = INR 10,45,000
10Seater Revenue
• Avg 1 Sale Done per person per Day $250
• Total sales per Day = $2500 ($250 avg sale
per day * 10 No. Of Employees)
• Monthly Sales = $55,000 (2500 Daily Sale *
22 No. Of working days )
• Charge back or refund = 1% of total sale
• Sales Balance = $54,450
• Deduction by Gateway = 30% of balance
sales
• Balance Sale Amount = $38,115
• Convert to INR by $ rate =60
• Total amount transferred to India = INR
22,86,900
• Profit = (Expenses – Balance To India)
• INR 12,41,900