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CALL CENTER TECHNOLOGY

Objectives: Familiarize with call center terms as well as apply call center practices

Discuss different areas of the call center business. Understand the role of the call center agent in the business. Understand and discuss the terminologies used in the call center. Identify the different materials and equipment used in the call center. Understand and apply the equipment and system use. Identify corresponding codes associated with the system.

The Call Center


A call center is an umbrella for a place where calls are received in high volume.

Services of a Call Center


Sales, customer service, technical support, marketing, and other technical services

Functions:
Huge

telemarketing center Fund-raising and collections organization Help-desk Outsourcers Reservation for hotels and airlines Catalog Retail E-tailing

Other names:
Contact

Center Customer Care Center Support Center Customer Contact Zone Multimedia Access Center

Types of Call Centers


Outsourcing

or Merchant provides

quality customer service to its clients clients.


In-house

or Captive part of the

company itself
Web-based uses the internet to provide

services to its customers

The Call Center AGENT


The person in charge of handling inbound and outbound calls. Has direct interaction with the customers and has the responsibility of giving quality service all the time.

Other names:
Sales

Representative Customer Service Representative Telemarketer

Skills:
Customer

service oriented Good communication skills (grammar, pronunciation and articulation) Good listening skills Good telephone personality People-oriented Able to do multi-tasking Knows how to do conflict management Computer literate and knows keyboarding Good selling skills

What is a Call?
A transaction or interaction between two or more individuals.

Types of Call:
Inbound

Calls are calls made by the

customer to a call center and an agent receives it.

Types of Inbound Calls

Catalog requests and order entry calls - are calls made by the customer to a call center and an agent receives it. Sales Calls a type of call where customers call in for sales purposes usually as a result of advertisements or infomercials. Customer Service Calls a type of call that is encompassing since customers can call here to inquire, cancel, get refund and exchange product.

Outbound

Calls are calls made by the

call center agent to the customer to offer a promotion, verify information or handle a certain concern of the customer.

Call Center Glossary


Abandoned Call - call that has reached the call center but is disconnected before it even reaches the agent. Lost Call. After work call - done after an inbound call by encoding a customers data, filling out forms or making follow up call to customer to complete the transaction.

Agent Group - cluster of agents that share the same split skills or can take certain types of calls. Agent Status - shows the current status of an agent if hes taking calls, in ACW, is available, or in AUX mode. Automatic Call Distributor (ACD) highly specialized system that automatically answers calls, queues and routes them to available agents.

Automatic Number Identification (ANI) - a feature where customers phone numbers are featured on the call master. Caller ID. Auxiliary Work State (Aux) - work state that does not involve taking calls. Average Handling Time - amount of time it takes on average to complete a transaction, including talk time and after-call work.

Beep Tone - an audible notification that a a call has arrived. Calls in Queue (Queue Calls) - a realtime report that denotes the number of calls that has reached the call center but has not been connected to any agent yet. Double Jack (Buddy Jack) - the act of plugging in two headsets into one call master for the purpose of two persons listening to the same call.

Local Area Network (LAN) - a communication network that connects computers inside a certain are or building. Logged -on - the state where an agent makes himself known to the system but does not necessarily mean that he is ready to take a call. Monitoring - the practice calls are listened to by either the supervisor, sales coach or QA team to ensure the quality of calls.

Split Skill - this is ACD routing division that sends calls to specific group or groups with the same split. Talk time - the number of minutes that an agent has incurred from the time he has answered the call to the time the call is disconnected.

Toll Free Number - a number that enables customers to call outside their area without incurring any charges. Wrap-up time - the time given to an agent in ACW to finish the work or task given.

The Headset
Equivalent to a telephone. It is composed of the headband (the receiver), microphone boom (the transmitter), and the prong.

- can be bent to achieve best comfort and sound quality.

Headband receiver that you hold up to your ear Microphone part that you hold next to your

mouth - Can be bent and rotated for comfort and best transmission. Prong part of the headset that connects to the call master. - Connect the prong on the pair on the pair of jacks found on the side of the call master.

The Call Master


Highly

sophisticated and technologically advanced phone system. Used to make and receive calls and can also be used as an answering machine. Directly connected to the call centers LAN

PARTS
1.

7.
8. 9. 10. 11.

2.
3. 4. 5. 6.

Volume control button A button Dial Pad Mute button Release button LCD

12.
13.

Timer Log-out button Log-in button Aux button ACW button Manual-In button Work code button

AUX CODES

Aux 1 First 15-minute break Aux 2 30-minute meal break Aux 3 Second 15-minute break Aux 4 Restroom break Aux 5 Decompression Aux 6 Training Aux 7 E-mail Aux 8 Technical Issue Aux 9 Admin Matters Aux 10 Initial Log-in

PROCEDURES

How to Log-in
Press the log-in button and dial the log-in ID Wait for the beep tone and check on the split skill (Aux 10) Press Manual-in to start receiving calls

How to Log-out
Press the log-out button Press the release button

How to Place a Call


Press A and dial the number and call After the transaction, press release

How to do the work code


Press the work code button Dial the split skill (401) + type of call (1) + Pound sign (#) Press manual-in to receive another call

The System (Master Program)


Reminders

on system use:

US

zip codes consist of 5 digits Canadian zip codes consist of 6 digits (alphanumeric) When getting the email address, the AT sign is encoded as: @ and the underscore symbol as: _

The

credit card expiration date should have the month and the year. It should have 6 digits. On processing order payments:

We accept 4 Major Credit Cards


> begins with 37; 15 digits > 4; 13 or 16 digits > 5; 16 digits > 6011; 16 digits

American Express (Amex) Visa Master Novus/Discover

We accept 2 Debit/Check card logos:


> begins with 4; 16 digits > begins with 5; 16 digits

Visa Master

Some companies require a Card Verification Value or CVV No.

The last 3 digits that appear at the back of the credit card on he signature box. (Visa, Master & Novus) The 4 digits that appear on the front of the card above the credit card no. on either right or left side. (American Express)

Apartment

in our system:
APT DEPT RM STE BLDG FLR SPC UNIT

APARTMENT

DEPARTMENT
ROOM SUITE

BUILDING
FLOOR SPACE UNIT

LANDMARKS: Avenue AVE Boulevard BLVD Circle CIR Court CT Cove CV Crescent CRES Drive DR Estates EST Expressway EXPY

Extension Fort Freeway Gardens Heights Highway Junction Lake Lane Loop

EXT FT FWY GDNS HTS HWY JCT LK LN LOOP

Mall Manor Mount Mountain Oval Park Parkway Place Plaza Point

MALL MNR MT MTN OVAL PARK PKY PL PLZ PT

Ridge Square Street Terrace Trail Turnpike Village Vista Walk Way

RDG SQ ST TER TRL TPKE VLG VIS WALK WAY

US STATE CODES
Alabama Alaska Arizona Arkansas California Colorado Connecticut Delaware Florida Georgia HI ID IL IN IA KS KY LA ME MD Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland

AL AK AZ AR CA CO CT DE FL GA

MA MI MN MS MO MT NE NV NH NJ

Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska Nevada New Hampshire New Jersey

NM NY NC ND OH OK OR PA RI SC

New Mexico New York North Carolina North Dakota Ohio Oklahoma Oregon Pennsylvania Rhode Island South Carolina

SD TN TX UT VT VA WA WV WI WY

South Dakota Tennessee Texas Utah Vermont Virginia Washington West Virginia Wisconsin Wyoming

US DISTRICT, TERRITORIES & COMMONWEALTHS


American Samoa District of Columbia Guam Northern Mariana Islands Puerto Rico Virgin Islands

AS DC GU NP PR VI

PROVINCES

AND TERRITORIES OF
NU ON PE
QC PQ SK YT

CANADA
AB BC MB NB NL NT NS Alberta British Columbia Manitoba New Brunswick Newfoundland and Labrador North West Territories Nova Scotia Nunavut Ontario Prince Edward Island Quebec Quebec Saskatchewan Yukon