CALL CENTER

Topics:
 Overview of a Call Center.
 Types of Call Center.
 Tools And Technological Aspects of a
Call Center
 Overview of Call Center

• Definition for a Call Center

• Purpose of a Call Center
Customer Service Representative
Core Training Tool Training

Training of CSR

Company Training
General Training
 Types Of Call Center

Incoming/Outgoing Geographical Boundaries Within or Outsourced

•Inbound •Domestic •In-house

•Outbound •International •Outsourced
 Factors for successful Call Center
• Choose the service level objective
• Collect Data
• Forecast the call load
• Calculate the base staff
• Calculate the Hardware needs
• Calculate the rostered staff factors
• Organize Schedules
• Calculate Call Cost
 Tools and Technologies Used in a Call
Center
• Headsets
• ACD(Automatic Call Distributor)
• CTI(Computer Telephony Integration)
• IVR(Interactive Voice Response)
Headset

• Key Ingredients.
• Hands Free Operation.
• Makes Typing Faster and
Talk on the phone longer.
 ACD (Automatic Call Distributor)
• ACD uses digital storage to play greeting /
annoucement but routes a caller without
prompting for input.
• Automatic Call Transfer or routing.
• Fully Integrated with Voice Application Suite.
• Calls are routed to agents based on FIFO,
sequential or longest idle agent available.
• Calls exit queue after the configured timeout
and can be redirected to the voice mail.
ACD contd..(Call Distribution Method)

Call Distribution
Method

UCD-LOA
UCD-MIA EAD-LOA/MIA
DDC (Uniform Call
(Uniform Call (Expert Agent
(Direct Department Distributor-
Distributor- Distributor-(LOA)/
Call) Least Occupied
Most Idle Agent) (MIA))
Agent)
ACD contd..(Flow Chart)
Call Arrival
Inform Caller

Answer Call

Hold Call In Queue

Identifying
Caller & Purpose

N
Is Agent
Available?
Is Agent
Available?
Y

Service

Y
 IVR (Interactive Voice Response)

• It is a menu- based technology

• Mainly based with Voice Recording
• Help conversion of “Cost-Center’s” to “Profit-
Center’s”
CTI (Computer Telephony Integration)
• Allow interaction on phone and computer to be
integrated
• CTI also perform the following:
1. Authenticate callers
2. Provide Interactive voice response to callers
3.Manages voice or video conferenes
4.Receive fax messages
5.Outbounding Calling purposes such as Tele Marketing
Thank you!!

Vinit .J. Sansare

Lala Lajpatrai College