Call Centers

1747 Words May 14th, 2012 7 Pages
Call Centers Roshni N. Makwana

Introduction A call centre is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre. A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone
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Of course, you also need to consider customer experience and satisfaction, since many customers will have questions or issues that cannot be handled automatically and will prefer to speak to an agent.
4. CTI – Computer Telephony Integration
CTI is used to combine computers and phone systems to provide advanced applications. Computers can access databases of customer information, and can provide interactive applications for use by call center reps. Phone systems can interact with the customer and provide information such as inbound phone number (caller ID). By combining computer and phone system technologies, you can create applications that improve call center capabilities and efficiency. For example, you could create a screen pop up that uses the caller's phone number or a customer ID entered via IVR to put caller information right in front of the agent to prepare for the conversation. CTI can save a considerable amount of time, reduce costs and improve customer satisfaction.
Call Management, Call Tracking and Reporting
Reporting is one of the main factors in call center operations, and is vital for efficiently managing your call center operation. You need to be able to anticipate call volumes in order to properly schedule to meet service levels, and manage call center agents to be sure they are efficient and responsive to customers. Real time reporting will offer you your live statistics of performances at the present time, and your overall reporting
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