CENTER

THE
WORLD OF
CONTACT
CENTER
SERVICES
A contact center is the company’s
area which manages all costumer contacts
through the use of technologies such as fax,
e-
mail, and the internet, in wit
conjunction traditional telephone h
interactions
costumers. All these aspects wit
require. h
Relevance of Contact
Center
TodayServices
, more than ever, company owners have realized
and accepted the need to create contact centers which
provide customers with a positive experience in dealing with
individuals who have both the technical expertise and the
professional manner of dealing with the queries and giving
assistance.

With these growing needs, contact centers have

now become multichannel, which means they have the
ability to use several different routes to reach customers.
Five major reasons why
contact services are
needed
1.Contact center services generate revenues when telemarketers
(professional who contact prospective customers to convince them
to either buy products or avail of the company’s services) help in
providing potential customers the information they need for

2.Contact center services provide technical support in case

customers need assistance regarding the use of or installation of
products they purchased.

3.Contact center services contribute to a company’s profits and

sales
income since a positive customer experience leads to brand loyalty.
Five major reasons why
contact services are needed

4.Contact center services promote a higher level of customer

satisfaction because customer representatives are
professionally trained and technically skilled.

5.Contact center services achieve business efficiency since

customers can contact call centers to get the answers to their
questions immediately.
The contact center is the channel through
which company agents provide customers or clients data
or information regarding the features of a product or
service.
The following company departments usually utilize
contact centers:

 Sales department – this department makes

it more convenient for customers since they just need
to call to purchase what they need.

 Accounting department – contact

centers help in facilitating the follow up of delinquent
clients. They help in collecting late payments.
The following company departments usually utilize
contact centers:

 Customer service department –

with big companies that wish to contribute to the ease
of doing business with their clients, a help desk is now
becoming a source of technical support.

 Marketing department – products and

services are made available to target clients.
Basic Concepts in
Contact Center Services
The following are various concepts that you may encounter
when providing contact center services.
 Call center – this is an office handling a huge volume
of customer inquiries via the telephone.
 Call center agent – this is an individual tasked to take
customer calls, orders, or inquiries to provide customer
assistance.

 Cloud computing – this is the process of sharing and

accessing computing resources online instead of using local servers
or devices.
 Collections – this is the process of reminding customers
Basic Concepts in
Contact Center
Services
 Customer Relationship Management (CRM) – this
refers to a company’s set of practices to handle data and interactions
with clients for the purpose of building and maintaining customer
loyalty.
 E-mail – this is a system that allows the electric exchange of text-
based messages either between computers or cell phones.
 Help desk – this refers to a service providing technical help
and support for people using a computer package or network.
 Inbound call – this is a type of phone communication
that is initiated by the costumer.
Basic Concepts in
Contact Center
Services
 Internet – this is a network that links computer networks all over
the world by satellite and telephone, connecting users with service
networks such as e-mail and the World Wide Web.
 Off-peak – this describes a time period when fewer calls are
handled in comparison to other periods.
 Online chat – this refers to an exchange of messages in
real between and among computer users.
 Outbound call – this is a type of phone communication initiated
by a call center agent to a costumer on behalf of the call center or a
client.
Basic Concepts in
Contact Center
Services
 Snail mail – his refers to correspondence sent through the
postal service that requires cut out stamps or inked stamps.
 Technical support – this is the process of providing assistance
to customers who have questions about how to use a given product or
a service.
 Telemarketing – this refers to the promotion of goods or
services by means of telephone calls to target customers.
 Telephone – this is an electric communications device with a
receiver and a transmitter connected to a telecommunications
system, enabling the user to speak to and hear others with similar
equipment.
Basic Concepts in
Contact Center
Services
 Telesales – this refers to the selling or promoting goods
and services by telephone.

 URL – this is an acronym for Uniform Resources Locator, which

is an Internet address identifying the location of a file on the
internet, consisting of the protocol, the computer on which the
file is located, and the file’s location on that computer.
Basic Concepts in
Contact Center
Services
 Voice Over Internet Protocol (VOIP) – this
is a category of hardware and software that allows
telephone services to be delivered over the internet.

 Web – this refers to a system of internet servers

created for the purpose of supporting documents that
are specially formatted.
Career Opportunities in
Contact Center
Services
There are numerous job opportunities that are
available in the contact center industry, which is
considered as the “face of the company” to
customers, vendors, stockholders, or employees.
Examples of careers that are
available in the contact
center:
 Call center agents – they are responsible for
effectively handling individuals calls with the goal of
maintaining customer satisfaction.

 Call center team leaders – they provide daily

direction and guidance to call center agents so that calls are
answered in an effective, punctual, and knowledgeable manner.

 Cloud consultants – they provide contact center

companies the technical support and assistance they need in
relation to servers, bandwidth, and data storage which call center
agents need.
Examples of careers that are
available in the contact
center:
 Customer relationship managers – they
develop, implement, and manage customer service guidelines
for an entire organization that caters to customers contacts.

 Customer service representatives – they solve

costumer request while proactively offering ideas and suggestions
to improve any issues or challenges a customer may have.

 Data entry check – also called order check, they

maintain records for purposes of entering customer information
on a computer system.
Examples of careers that are
available in the contact
center:
 Inbound telemarketing specialists – they exert
promotional efforts in behalf of companies that try to reach
potential customers.

 Systems engineers – they provide contact centers

direct support in their day-to-day operations on network
hardware, operating systems, monitoring response time, and
detection and correction of operational problems.
Examples of careers that are
available in the contact
center:
 Technical support staff – they are call center agents
whose duties are focused on providing technical solutions to
customers who may have problems in operating products they
have purchased.

 Telesales staff – they are contact support staff that

reach out to customers who may be interested in purchasing
certain products.
THANK
YOU
Prepared
by:
Sir Angelo