Call center technology She Power Project Women Call Center Agent I am a trainer in the project. Not only call center but also basic skill of ICT, Internet, Basic MS Word, Excel, PowerPoint and Others. I also Teach here startup of a business as a successful business man.

1. Call center Technology
Learning Objectives;
 Required Skill for Call center
 Browsing Internet
 Understanding Call center Headphone
 Understanding Call center Dialer

2. Required Skill for Call center
 Understanding – What is a computer?
 Understanding - Different Operating Systems
 Understanding - Basic Components
 Basic Microsoft office tips & tricks
i. Creating and saving files
ii. Typing
iii. Selecting of a letter/word/sentence and making desired changes
iv. Introduction to the menu bar and all of its features
v. Shortcuts
vi. Proofreading (spell/grammar check
vii. Working with tables (creating, editing, adding/removing
row/column)
viii.Alignment options
ix. Coloring, watermarking
x. Printing

3. Browsing Internet
1. Internet Browser
2. Webpage, URL, Websites
3. Search Engines
Internet Browser
An internet browser, also known as a web browser or simply a
browser, is a software program that you use to view web pages on
your computer. You can think of your browser as your gateway to the
internet. If you want to enter online sweepstakes, for example, you
must first open the giveaways' websites in your internet browser.

4. Some Internet Browser

5. Webpage, URL, Websites
A web page or webpage is a document commonly written in HyperText Markup
Language (HTML) that is accessible through the Internet or other network using
an Internet browser. A web page is accessed by entering a URL address and may
contain text, graphics, and hyperlinks to other web pages and files. The page you
are reading now is an example of a web page.
A uniform resource locator (URL) is the address of a resource on the Internet. A
URL indicates the location of a resource as well as the protocol used to access
it.
i. A URL contains the following information:
ii. The protocol used to a access the resource
iii. The the location of the server (whether by IP address or domain name)
iv. The port number on the server (optional)
v. The location of the resource in the directory structure of the server
vi. A fragment identifier (optional)
Also known as a Universal Resource Locator (URL) or Web address. A URL is a
type of uniform resource identifier (URI). In common practice, the term URI
isn't used, or is used synonymously with URL, even though this is technically
incorrect.

6. A Web site is a related collection of World Wide Web (WWW) files that
includes a beginning file called a home page. A company or an individual tells
you how to get to their Web site by giving you the address of their home
page. From the home page, you can get to all the other pages on their site.
For example, the Web site for IBM has the home page address of
http://www.ibm.com. (The home page address actually includes a specific
file name like index.html but, as in IBM's case, when a standard default name
is set up, users don't have to enter the file name.) IBM's home page address
leads to thousands of pages. (But a Web site can also be just a few pages.)
Search Engines
Search engine is a service that allows Internet users to search for content via
the World Wide Web (WWW). A user enters keywords or key phrases into a
search engine and receives a list of Web content results in the form of websites,
images, videos or other online data. The list of content returned via a search
engine to a user is known as a search engine results page (SERP).

7. Some Search Engine’s Picture

8. Understanding Call Center Headphone
Headphone Band: Headphone band is basically hang the headphone
with the head. It can adjust with different sizes.
Hearing Speakers: Call Center agent will hear or listen from this
speaker.
Mouth Speaker: Call Center agent will talk or reply the answer from
this mouth speaker.

9. Understanding Call center Dialer
TYPES OF DIALERS
 Manual dialer.
 Preview dialer.
 Progressive dialer.
 Predictive dialer.
Manual Dialer
i. Have to dial manually.
ii. Tangible phones.
iii. Also known as hard phones.
iv. Example: home phones, mobile phones.

10. Preview Dialer
i. It is a device that shows account information.
ii. It is also a sort of manual dialer.
iii. Also known as soft phone.
iv. It allows the agent to preview the information before instructing
the dialer to dial or not to dial.
Progressive Dialer
i. Shows account information after the number is dialed.
ii. This dialer is more automated than a preview dialer but less
automated than a predictive dialer.
iii. This is an automatic dialer.

11. Predictive dialer
i. This is an automatic dialer.
ii. Give live calls to agents.
iii. It omits other responses such as wrong calls, answering
machines, busy signals etc.
iv. It has an option of dialing manually.

12. Predictive hang-up
i. A call attempt initiated at a time when no agent is available.
ii. The call attempt is aborted during the progress and before
the customer answers.
Automatic Call Distribution (ACD)
i. It is a software feature that routes call to a group of agents
(queue).
ii. It is based on first-in first-answered criteria.
Computer Telephony Integration (CTI)
i. Method of connecting telephone system to database.
ii. Used for efficient handling of calls.
iii. It’s function is screen pop.

13. Automatic Number Identifier (ANI)
 Connects number of customer to the CRM to display lead
information.
Talk Time
 The time of conversation between a customer and an agent
from Hi to Bye.
Call / Contact Blending
The process of combining the flow of inbound / outbound calls
and other contacts such as email or web transactions.
Abandoned Call / Contact
Also known as “Lost Calls”.
In Inbound calling scenario: A call that is terminated by the
originator before any conversation.
In Outbound calling scenario: Connects that are disconnected
by the automated dialer when no agent is available.

14. Interactive Voice Response (IVR)
A device using touch tone signaling or voice recognition.
Reside information present on the server.
It gives information as well as takes information.
Voice Over Internet Protocol (VOIP)
 Transportation of voice across the Internet.

15. Wrap-Up Time
The time required by an agent after a conversation is ended, to
complete work directly associated with the call just ended.
After Call Work (ACW)
Work immediately following an inbound call e.g. updating
database, filling out forms.
Must be completed before an agent can handle next contact.
ACW is performed during wrap-up time.
Integrated Services Digital Network (ISDN)
 A set of international standards for telephone transmission.
 Provides end-to-end digital network.
 Completed Call / Contact
 A contact that is handled to completion by an agent.

16. MSISDN
 Mobile Station International Subscriber Directory Number
SIM
 Subscriber identity module
Right Party Contact (RPC)
 An agent’s contact with decision maker.
 Right Party Contact = Decision making call.
Key Performance Indicator (KPI)
 Reflects organizational goals
 Change in sales volume from month to month.
SPH
Sales Per Hour refers to total number of sales divided by total
number of hours.

17. SPD
 Sales Per Day refers to total
number of sales divided by the days.
Conversion
Conversion refers to the total number of sales divided by the total
number of contacts.
Idle Time
 Time waiting for a call.
Average Hold Time
 The average length of time between the moment a caller finishes
dialing and the moment the call is answered or terminated.
Average Talk Time
The average length of time that an agent speaks with a customer,
from answering to hang up.