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Unit 1,2

The document provides an overview of the role and responsibilities of a Customer Care Executive (CCE) in a call center, emphasizing the importance of effective communication and ongoing training. It outlines various types of call centers, Business Process Outsourcing (BPO), Knowledge Process Outsourcing (KPO), and Human Resource Outsourcing (HRO), along with their respective benefits and services. Additionally, it discusses the skills required for call center agents and common terminologies used in the industry.

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cutejaspreet2005
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40 views27 pages

Unit 1,2

The document provides an overview of the role and responsibilities of a Customer Care Executive (CCE) in a call center, emphasizing the importance of effective communication and ongoing training. It outlines various types of call centers, Business Process Outsourcing (BPO), Knowledge Process Outsourcing (KPO), and Human Resource Outsourcing (HRO), along with their respective benefits and services. Additionally, it discusses the skills required for call center agents and common terminologies used in the industry.

Uploaded by

cutejaspreet2005
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Customer Care Executive

(Call Center)
Unit – I - Introduction & Key Concepts

► Introduction to Customer Care Executive

A CCE's role usually involves:


∙ Answering incoming customer call:
∙ Taking complaints and questions:
∙ Gather relevant information relating to the customer's concern
Understand Call center and key concepts

A call centre is a centralized department that handles phone calls from customers and
prospects (problem that may arise). Call centres are a vital part of a company's customer
relationship management (CRM) infrastructure and can be a key factor in a company's
success.
Here are some key concepts about call centres:

► Purpose
► Call centers can focus on customer satisfaction, sales, lead generation, or a combination of these
goals.
► Types
► There are three main types of call centres: inbound, outbound, and automated.
► Location
► Call centers can be located within a company or outsourced to a third party.
► Customer service
► Call centers are a key part of creating a good customer experience (CX). Call center agents should
be knowledgeable, patient, and helpful.
► Communication skills
► Effective communication skills are critical for call centre agents. Agents should be able to listen attentively to
understand a caller's needs and provide a solution.
► Training
► Ongoing training is important for call center agents. Training can include videos, text, quizzes, workshops, and
shadowing experienced agents.
► Performance measurement
► A popular method for measuring performance is to compare the percentage of work volume against success
criteria. For example, a call center might measure the total number of phone calls versus the number of successful
calls.
► Technology
► Call centers can use sophisticated hardware and software to improve productivity, data sharing, and security.
Different types of BPO

► Here are some types of Business Process Outsourcing (BPO):


► Back office BPO
► Involves internal business processes, such as payroll, inventory purchasing, and billing. Back office BPO services
don't interact with the customer.
► Front office BPO
► Focuses on external activities, such as marketing and customer service.
► Offshore BPO
► Involves exporting a company's IT-related tasks to a service provider overseas.
► Nearshore BPO
► Involves using a vendor in a neighboring country for services. For example, an Indian company outsourcing its tech
support to an agency in Bangladesh is using nearshore BPO.
► Onshore BPO
► Involves hiring a company based in the same country where you do business. This often means that both companies
operate in similar time zones, and are located relatively close to each other.
KPO (Knowledge Process Outsourcing)

► KPO stands for Knowledge Process Outsourcing where firm gets


knowledge related and information related work done from an outside
or external firm. It involves high value work carries by highly skilled
staff.
Features of KPO

► Focusses on knowledge intensive business processes that requires significant


expertise.
► Aim is to create value for client by providing business rather than process
expertise.
► It involves analytical thinking, technical skills and decisive judgement based on
experience
► It increases efficiency and results in cost saving.
Common services includes in KPO are:

► Research services
► Legal process
► Patent services
► Date analytics
► Editorial Process
► Valuation and so on..
HRO (Human Recourse)

► HRO stands for Human Resource Outsourcing, which is a business arrangement where a third-party
company manages a company's HR functions. HRO can be a comprehensive or selective process, and can be
done either onshore or offshore.
Benefits of HRO include:

► Cost savings: HRO can help companies reduce costs.


► Reduced administrative load: HRO can reduce the administrative burden on a
company.
► Access to specialized expertise: HRO can provide access to specialized skills
and knowledge that a company may not otherwise have.
► Focus on strategic initiatives: HRO allows a company to focus on strategic
initiatives instead of managing HR operations.
Some services that HRO companies typically
offer include:

► Payroll and tax processing


► Benefits management
► Time and attendance software
► Policy making and workplace health & safety
► Recruiting and onboarding
► Compliance and risk
► Learning and development
Types of Call Center:
●Inbound call centers: Handle incoming customer calls for questions, payments,
renewals, and other issues
●Outbound call centers: Reach out to customers for sales, telemarketing,
fundraising, and market research
●Virtual call centers: Operate remotely using cloud-based systems
●Omni-channel call centers: Connect customer interactions across multiple
channels, including voice, email, social media, live chat, and SMS
●Blended call centers: Combine both inbound and outbound call center
functions
●Business Process Outsourcing (BPO) call centers: A team of outsourced
agents who handle customer calls for other businesses
Types of Customer Support:

Emails
AI Support

Phone Technical Omni-channel


Support Support

Social SMS
Live Chat support
Media
Work Environment in BPO

► Stress
► Employee Engagement
► Flexible hours
► Career Growth
► Competitive Compensation
► Training
Hierarchy in BPO
Job Hierarchy in a Call Centre:
Job Hierarchy in a Call Centre
Different Departments in a Call Centre:

► Operations
► Quality Assurance
► Training
► Human Resource
► Information Technology
► Administration
How to become a call centre
Executive

► Becoming a call centre agent can be a quick process if you already hold a high
school diploma. This is typically the minimum education requirement for call centers,
but some centers require at least a year of experience in a call center or customer
service setting before you can apply. Here is what a typical career path for a call
center agent can look like:
► 1. Get relevant skills training
► 2. Evaluate your skills as you plan your resume
► 3. Design a resume with a focus on your skills
► 4. Submit applications
► 5. Complete an interview
► 6. Continue learning hard skills on the job
Skills for call centre agents

► Communication:
► Patience:
► Punctuality:
► Smart Work
► Multi Tasking
► Integrity
“
Few Call Centre Terminologies

”
General

► Agent: A person who handles customer calls, chats, or emails.


► Call Center: A centralized department where customer calls are
handled.
► Contact Centre: A broader term for call centers, including other
communication channels like email, chat, and social media.
► Inbound Calls: Calls initiated by customers to the call center.
► Outbound Calls: Calls initiated by agents to customers.
Interactive Voice Response (IVR): An automated system that interacts with
callers using voice and keypad inputs.

Service Level: A key metric defining the percentage of calls answered within a
specific time frame.

First Call Resolution (FCR): The percentage of customer issues resolved during
the first call.

Average Handling Time (AHT): The average time an agent spends on a customer
interaction, including talk, hold, and wrap-up time.

Queue: A virtual line where calls wait to be answered by an agent.


Processes

► Escalation: Transferring a call to a higher-level agent or supervisor to


resolve complex issues.
► Warm Transfer: Transferring a call to another agent with a prior
introduction of the issue.
► Cold Transfer: Transferring a call without briefing the next agent on the
issue.
► Script: A pre-written guide used by agents during calls to ensure consistent
messaging.
► Wrap-Up Time: Time spent after a call to complete documentation or
post-call work.

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