The document discusses various aspects of call centers, including their definitions, types (inbound, outbound, web-enabled, and telemarketing), and technological components like Automatic Call Distributors (ACDs), Interactive Voice Response (IVR), and Computer Telephony Integration (CTI). It highlights the roles and functionalities of these systems in managing customer interactions, improving efficiency, and analyzing performance through data collection and reporting. Additionally, it addresses the importance of quality assurance and monitoring in enhancing service delivery and customer satisfaction.

1. CALL CENTER
SHEETAL WAGHMARE
M.TECH
(Computer Science & Data Processing)
IIT KHARAGPUR
EMAIL-ID: shitu2iitkgp@gmail.com
sheetalw3@gmail.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
centres 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

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.