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Call Center MGMT

A call center uses agents and automated systems to handle customer contacts by phone. The main objectives of a call center are to provide high quality customer service, meet contractual agreements, and improve customer satisfaction while decreasing costs. A call center's features include contact, opportunity, activity, customer, and workflow management. Computer telephony integration links call center phone systems to computer systems to improve agent productivity. Effective call center planning involves setting objectives, collecting call data, analyzing call load, and allocating staff.

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Siddique Azharuddin
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127 views18 pages

Call Center MGMT

A call center uses agents and automated systems to handle customer contacts by phone. The main objectives of a call center are to provide high quality customer service, meet contractual agreements, and improve customer satisfaction while decreasing costs. A call center's features include contact, opportunity, activity, customer, and workflow management. Computer telephony integration links call center phone systems to computer systems to improve agent productivity. Effective call center planning involves setting objectives, collecting call data, analyzing call load, and allocating staff.

Uploaded by

Siddique Azharuddin
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Call Center

Management
What is a Call Center :
A call center is a group of agents and/or automated voice response
units that support customer contact functions over the
telephone.They are assisted by computers.
A call center must anticipate and accommodate customer’s needs
by delivering the right information , at the right time , in the right
way , with the right quality.

Agents : available online to take calls.


Objectives of a Call Center :
•Offer high quality customer service
•Have a contractual agreements met
•Quicker and more reliable response to service requests
•Consistent service
•Increase communication with the organization
•Improve customer satisfaction
•Enhance knowledge circulation
•Increase employee productivity(by increasing number of calls per
agent)
•Decrease Cost(Sales cost , Training cost , Telephone cost)
•Differentiate against competition
•Increase sales revenue
Call Center Features and Their Functionalities :
•Contact management
•Opportunity management
•Activity management
•Customer management
•Workflow management
•Knowledge base
Contact Management :
Improve the quality of customer service by providing the
information instantly on the agents screen.
Deliver prompt , refined , and knowledgeable service that does not
require callers to repeat their questions as they are routed through
the organization.
Maintain a database of all customer contact persons with details as
part of knowledge base.
Opportunity management :
•Campaign management
•Target efforts at a particular segment of contacts of prospects
•Get new business from existing customers
•Measure returns from campaign and media
•Increase revenues resulting from cross-selling and up-selling
opportunities
•Improve your reach
Activity management :
Streamline activities to track from start to completion .Reduce the
reliance on slow, cumbersome paperwork. Increase productivity
either by reducing head count or by increasing the level of services
without adding incremental staff . Shorten the learning curve ,
reduce the amount of agent training time required each time a new
product or service is offered, or when a new computer system ,
peripheral or application comes online.
Customer management :
Provide single contact point for any customer query. Identify and
track loyal customers based on pre-defined parameters and focus
on profitable customers, attract new customers, nurture and retain
them for high profitability.

Workflow management :
Efficient enforcing of key business practices to increase
communication across the organization : automation of business
process based on events. Facilitate complex business functions by
providing the necessary automated business workflow and
message based routing and querying functions . Have well defined
systems for Escalations . Assignment and Routing.
Authorization :
The customers may communicate with a call center through :
•Telephone
•E-mail
•Chat/Internet
•Voice over Internet protocol
•Cell/Pager
•Fax
•Direct
Call Center Architecture :
Technological Components
•Computer system/switch
•Interactive voice response system
•Voice-messaging system
•Call sequencer
•Server/LAN/Public network
•Integrated management reporting system
•Computer Telephony Integration link(predicative
dialing,voice/data tracking)
•Workflow systems
Call Center Planning :
Objective : To keep the call center in shape , the primary
maintenance is to improve planning four areas :
1. Setting Objectives
2. Data collection
3. Call load analysis
4. Staff allocation
Setting Objectives :
Objectives fix the limit s of the key business strategies of the
enterprise such as growth , increased sales , cost reductions , and
improved revenue performance . The objectives must be readily
available to the customer service manager .
e.g. If growth is the primary objective of the enterprise for the next
year , the call center may need to handle more calls , improve their
database infrastructure and handle a merger or acquisition . This
may require additional systems, additional training or increased
hiring .
Data Collection :
Data collection is usually said to begin with the ACD(automatic call
distribution) statistics .Data collection begins with someone being
given the responsibility for the collection , maintenance and storage
of data .Very often the responsibility is “shared “ by several
frontline managers .
Most systems provide at least three basic reports :
•Summary group reports (end of day totals)
•Interval group reports (organized by half-hour)
•Agent performance reports (these may be summary or interval ,
depending on your system)
The basic information to extract from the ACD for planning
purposes is : calls offered,(answered+abandoned+other factors),
talk time (group data), after call work(group data).
Call load analysis :
Regardless whether a workflow management tool is utilized or not
, the ACD data represents only historical data . This data
establishes trends and patterns , but this is not enough to
effectively determine the resource requirements .The events
scheduled across the enterprise will impact the call load.
The call load is critical to staff planning . The three components of
the call load are : volume * (talk + after call work). This will equal
a particular number of seconds of work that must be done within
the interval. The call load is always calculated on a interval basis
and not on summary basis.
Staff allocation :
Once the objectives are set, the data is collected and call load
analyzed , the next task is to allocate the staff . How many people
are needed in the schedule ? The load arrives randomly . The plan
to receive 10,000 calls per day is not enough information to
determine how many people are required .The information about
when the calls are likely to arrive and how long they are likely to
last are the factors that must be considered in analysis.
Computer Telephony Integration (CTI) :
CTI can be defined as the application of computer-based
intelligence to telecommunications devices . CTI can also be
defined as the process of blending the functionality of computers
and computer networks with the features and capabilities of
sophisticated telephone systems over an intelligent data link to gain
increases in agent productivity, customer satisfaction and enterprise
cost savings . CTI is the solution that combines the functionality of
programmable computing devices with the telephony network
through the exchange of signaling and messaging data between the
switching systems and a computer . Computer telephony is
considered as a part of overall call center hardware/software
market, which includes systems and applications such as IVR
(Interactive Voice Response) message boards , desktop telephones ,
automated attendants and predictive dialing.
CTI Functionality :
•Screen Pop
•Coordinate Call-Data transfer
•IVR Integration
The most common CTI application today is the screen pop or
intelligent call-answering .The screen-pop uses telephony-supplied
data typically ANI(automatic number identification),DNIS(dialed
number identification service ) or IVR(Interactive Voice
Response) –entered data to automatically populate an agent’s
desktop application screen with information related to a
transaction such as a customer’s profile or account information ,
scripts , or product information . When the agent answers the
phone , he or she knows who is calling and what the past
transaction history has been , and is much better positioned to
provide the effective customer service.
Prominent Call Centers in India :
•P&O Nedlloyd
•Convergys
•Wipro Spectramind (Now Wipro BPO)
•Msource

Call Center Solution : eMedia :


Designed with the needs of the small to medium-sized call centers
in mind . eMedia CT provides a robust and reliable platform for
integrating a variety of computer and telephony-related
infrastructure in call center environments.

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