WELCOME

TO THE
PRESENTATION
PRESENTED T0
MD. Abu Shalah MUSA
COURSE[LITHUN]
INSTRUCTOR OF
PROBATIONAL CUSTOMER
SERVICE
PRESENTED BY
BATCH CODE C1B18
MAHFUZA AKTER MILI
Our Topic :
‘Apply Contact Center
Management
Techniques'
Contact centers have helped many companies to improve their
service, since they provide clients with the opportunity to solve
any doubt from the comfort of their own home. The
departments in which call centers have a larger market share
and a higher demand are, among others, the following:
Customer service department.
 CONTACT CENTER
A contact center is a central point in an enterprise from which all customer
contacts are managed. The contact center typically includes one or more
online call centers but may also include other types of customer contact as
well, including e-mail newsletters, postal mail catalogs, Web site inquiries
and chats, and the collection of information from customers during in-store
purchasing. A contact center is generally part of an enterprise's overall
customer relationship management (CRM)..
CANTACT CENTER
PROCESSRS
4 Secrets to Scaling Contact Center Operations

1. Forecast to the best of your ability

2. Know the power of agent expertise
3. Have a call center partnership in place
4. Keep an eye on performance indicators
Improving Etiquette is Key to Improving
Customer Interactions
1. Be courteous
2. Be professional
3. Be respectful
4. Be honest
5. Be trustworthy
6. Be confident
7. Be competent
8. Be interested
9. Be neutral
10. Be flexible
Call work flow process show in a diagram
 Carry out call and Selection of proper words
 Step1# Motivation
Basic call steps  Step2# Product Knowledge
Start Call  Step3# Know the call format
 Step 4# Greeting
 Step 5# Attitude
 Step6# Engage & Involve
 Step7# Hold Procedures
 Step8# Transferring c Call
 Step9# Service Delivery

End Call  Step10# Closing

 Achieving the perfect phone
technique
 Body language is absorbed into the tone of voice
 Using Words
 Clarity
 Accuracy
 Tone of Voice
 Inflection
 Pitch
 Pace

Remember these tips, make a “vocal impression”

and convince the next person telephone with.
Good luck!
Alignment And Justification 1. Percentage of call blocked
2. Average time in queue
of Call with KPI 3. Average abandonment rate
4. Service rate
5. Average speed of answer
6. Average handle time
7. Average after call work time
8. First call resolution
9. Customer satisfaction
10. Occupancy rate
11. Agent absenteeism
12. Agent turnover rate
13. Conversion
14. SHP
15. SPD
16. Average talk time
17. SQI-service quality index
Recommend some Best Practices For
Effective Call Center Management
Techniques
 Hire The Best Employees and Training
 Provide Thorough Onboarding
 Prioritize Employee Engagement
 Ensure Proper Scheduling For Effective Call Center Management
 Communicate Regularly With Your Employees
 Give Employees Targeted Feedback
 Use Data When Making Decisions
 Delegate Responsibilities To Your Employees
 Establish Positive Incentives For Good Work
 Improve The Process By Putting Yourself In Your Employees’ Shoes
 Balance Workflow To Meet Demand
 Stay On Top Of Administrative Tasks
 Know Your Business
 Invest In Technology
 Know The Laws In Your Area)
 This Presentation has collected several aspects in Call Center.
Working in there demands many personal skills rather than
high education experience. And also, scientific management in
the call center seems to have disappeared. In fact, it does exist.
The new call center and operation mode of the company itself is
a typical representative of scientific management. The use of
telecommunications sales, access to information that is speedy,
efficient, and reliable.
THANK YOU