“In The Name Of Allah The Most Beneficent The Most Merciful.

”
 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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BUISNESS COMMUNICATION

ASSIGNMENT-01

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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ASSIGNMENT TOPIC:

Call Centers

SUBMITTED TO:

Ma’am Faiza Ijaz

SUBMITTED BY:

Group Leader: Muhammad Usman Khalid (F19ba044)

Fareed Ul Hassan (F19ba042)

Syed Faheem Ali Shah (F19ba006)

Zia Ur Rehman (F19ba002)

Inzamam Ul Hassan (F15bb048)

DATE OF SUBMISSION:

08-November-2020

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
-------------------------------------------------------------------------------------------------------------------------

Communication

• The word communication derived from Latin ‘Communes’ &

‘Communicate’- “to make common”

• It has simplest sense-

• Involvement is more for to communicate

• It is thus not so much an act/ as a process

• It is a fact in the world human beings, animals & plants

Definition

• It is a process which increases commonality. (Denis Quails)

• It also requires elements of commonality Language

• Shared culture

• Common interest

• It brings elements together

• Sharing of experiences on the basis of commonness. (Wilbur Schramm)

• It is an exchange of ideas, opinions by two or more people. (Newman & Summer)

• It is the exchange of information & transmission of meaning. (Elihu Katz & Khan)

Types of Communication:

• It has been classified into several types.

• In terms of Verbal & Non Verbal.

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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1. Techno. & Non-technological

2. Mediated & Non-Mediated

3. Participatory & Non-participatory.

• In the actual practice, there is much overlapping.

• Size plays key role in the process.

Verbal & Non-Verbal Communication

• Verbal Communication:

-Spoken or Written

• Non Verbal Communication:

-Gestures, body language, facial expression-Eye contact & dressing

1. Verbal Communication:

• Speech also contains nonverbal elements

• It known as paralanguage e.g.: rhythm(beat) intonation(tone) temp & stress(pitch)

• It affects communication most at the subconscious level

• It also establishes trust.

• Written texts include nonverbal elements –handwriting style, spatial arrangements of

words

• Use of emotions to convey emotion.

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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2. Non Verbal Communication:

• Nonverbal behavior is relied on to judge another’s attitudes & feelings.

• All the nonverbal channels must be engaged during face to face interaction.

• Nonverbal behaviors may form a universal language system

• That are used & understood by people regardless of nationality

Popular Types

Some popular types are given below:

• Intrapersonal

• Interpersonal

• Group communication

• Mass communication

Interpersonal Communication

It is a process by which people exchange information through verbal and nonverbal meanings.

It includes;

• Ability to listen and understand

• Problem solving

• Decision making

• Personal stress management

Intrapersonal Communication

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Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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It includes that in which communicating with oneself like thinking and self-thinking.

Here it includes that;

• Your ideal self

• Your mood and feelings

• You intellectual capacity

• Your strong beliefs

Mass Communication

It includes various tools which are used in modern era like Books, Radial, TV, Internet etc.

Traditional community media include Folklore

Interactive Communication

Communication via the new media like Mobile, Computers, Electronic mails.

Point to point communication system

It is a synchronicity

Context

Call center:

Call Center is a centralized office used for the purpose of receiving or transmitting a large

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
-------------------------------------------------------------------------------------------------------------------------
Volume of requests by telephone.

A contact center also known as Customer Interaction Centre (CIC) is a central point of any

organization from which all customers contacts managed. Through contact centers valuable

information about company are routed to appropriate people, contacts to be tracked and data to

be gathered.

Automated Call Distributor:

ACDs are telephone systems that route calls, prioritize calls, and play recorded messages.

They record the number of calls in the systems, the number of dropped calls, and average hold

time.

The most important functions of an ACD system are calling routing and data collection.

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.

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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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.

IVR solutions enable users to retrieve information including bank balances, flight schedules,

product details, order status, movie show times and more from any telephone.

It translates human speech into instructions that computer programs can process.

Speech to text technology has a 90 to 95 percent accuracy rate.

Types of Call center:

• Inbound call center

• Outbound call center

• Web Enabled call center

• Telemarketing call center

• Phone call center

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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Barriers to Communication

Communication:

Communication is art of transmitting information, ideas, knowledge and thoughts from one

person to another person. The transfer should be such that receiver understand the meaning and

give proper feedback.

Barriers:

Barriers to communication can be defined as the aspect or condition that interfere with effective

change of ideas or thoughts. Classification of barriers is as follow;

 Psychological barriers

 Semantic and language barriers

 Psychological barriers

 Organizational barriers

 Cross-cultural barriers

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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1. Physical barriers:

physical barriers are environment and neutral condition that act as barriers in communication in

sending message from sender to receiver. Organizational environment, large working area,

separate areas for people are barriers in communication. It forbids team members from effective

interaction with each other.

Types of physical barriers:

Distortion:

Distortion is meaning of message getting lost during file handling in process of encoding and

decoding,

Noise :

Noise sometime also act as barrier in communication

such as physical noise (outside noise). Bad

handwriting or slow typing, late arrival of employees

also acts as communication barriers.

Time and distance:

Improper time, defects in medium of communication, network facilities and mechanical

breakdown are also communicational barriers.

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Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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2. Language barrier:

Language is needed for any kind of communication, even people with speech impairment

communicate with sign language and brail.

Communication become difficult in situation where people do not understand each other’s

language. The inability to communicate using a language is known as communication barriers.

Types of language barriers:

No clear speech

People who speak soft or in a small voice cannot be understood. The sender might be saying

something whereas the receiver might understand something else. Though speaking common

language, people might have difficulty understanding the meaning of the message and the

feedbacks. This is also a cause of obstacle in communication.

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
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Choice of words

The choice of word used in describing anything must be consider before communicating. The

words used by a particular person to show their agreement on something can be taken as sarcasm

which is negative in nature.

Grammar and spelling

Grammar and spelling become a barrier in communication as people from different parts of the

world can be using it differently even in a particular word. Similarly, grammar and spelling

mistakes create a huge communication barrier in written communication.

3. Psychological barriers:

Psychological barriers can be described as the cause of distorted communication because

of human psychology problems.

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
-------------------------------------------------------------------------------------------------------------------------
Communication is highly influenced by the mental condition that the communicators are in and

is disturbed by mental disturbance. If the people involved in communication are not emotionally

well, they won’t be able to communicate properly.

Causes of psychological barriers:

Lack of attention

When a person’s mind is distracted or preoccupied with other things, the person is not able to

form proper message, listen to what others tell him/her, interpret the message as required and

give proper feedback. The communication will face problems and becomes ineffective.

Destructive defensiveness

Communication is always successful when communicator trust each other. Lack of trust makes

them derive negative meaning of the message and they ignore the message. When a person tries

to force his/her own ideas and opinions, then receiver does not listen. If the receiver does not

agree to the message provided or thinks of it as a threat, he/she will not listen to it.

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
-------------------------------------------------------------------------------------------------------------------------

Conclusion

Good communication in the call center is an essential part of customer service success. When
employees have a deep understanding of their company’s values and current practices, they are
better able to perform their roles with confidence and skill. Indeed, clear communications within
an organization can lead to greater staff motivation, realistic goal setting, reduced costs, and
ultimately greater customer satisfaction. Here are five ways to improve communication in the
call center.

Establish the brand’s mission and values

Every brand should communicate its mission and values to employees and customers alike. This
may include giving a background on the company’s origins and elaborating on the principles the
brand supports. In addition, the brand may wish to mention any specific charitable causes or
organizations it supports or partners with. By communicating such information, employees better
understand their roles within the organization, while both employees and customers can connect
on an emotional level.

Develop a clear protocol for peer communications

During customer service interactions, agents should always know whom to turn to when
assistance is needed. Is there a specific peer to contact for a complex case? Should a supervisor
be notified? In addition, which channels should be used for such communications? A clear
protocol for peer communications is crucial to delivering seamless customer experiences and
saving time. By streamlining the process, call centers may save costs with faster resolutions, and
agents and managers will be more efficient and confident in their roles.

Communicate company news regularly

Employees should always be informed of current events at the company. For example,
information such as new hires, new products and services, and product recalls can all impact how

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
-------------------------------------------------------------------------------------------------------------------------
employees function in their roles. Such information may be shared through newsletters and
emails as well as during meetings and training sessions to help employees perform their tasks
more efficiently.

Give employees thorough training and mentoring

Maintaining a dialogue with employees regarding their performance is essential to helping them
do their best. Training sessions should feature activities that help employees build both practical
and social skills, such as roleplaying to better understand how they might communicate more
effectively with customers. Mentoring is also an important part of their personal development.
For example, giving agents a chance to meet regularly with a peer mentor or manager can help
them discuss their experiences and obtain feedback on how they might improve individually.

Offer team-building activities offsite

In addition to training sessions, offsite activities are a great way to foster a team spirit in a less
intense environment. Giving employees a chance to get to know one another and enjoy fun
activities together away from the office can boost morale. Furthermore, offsite professional
development activities such as seminars and workshops that employees may choose to attend are
also great for helping them attain personal goals.In every company, clear communications are
essential to increasing employee productivity and confidence. When it comes to customer
service, effective communication in the call center leads to more satisfied employees and
customers who are more likely to commit to a brand for the long-term.

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 INSTITUTE OF BUSINESS & INFORMATION TECHNOLOGY
Quaid-e-Azam, Campus University of the Punjab, Lahore
Tel: 042-9230825-6
-------------------------------------------------------------------------------------------------------------------------

© 2020 Institute of Business and Information Technology, Lahore 17