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

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Call Center Types and Technologies

  • 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.