Role of the Computers and the Internet in the Call Centre Industry

Selling insurance over the telephone is called cold calling that would enquire sales staff that are very confident, have clear and loud voice to speak to another and has good verbal communication skills,

Technology has been able to provide advancements in quality of life across the world. One of the biggest forms of technology is the use of the internet in a variety of different business sectors. One of the fastest growing forms of Internet use revolves around online schooling. The result is not only because of the access of the Internet, but the vast amount of resources now available just a click away. Online schooling provides several advantages and disadvantages, but the new opportunities afforded due to the change are winning out.

The same customer service skills that are needed when dealing with customers face to face are needed when dealing with customers on the telephone (Lucas, 2015). Arthur W. Page, the first vice

The advantage of this technique is that the customer may be thinking of buying a computer and could be interested in what there caller is saying which could lead to a sell. The disadvantages are when the customer is not expecting the call so this may lead them to being unhappy/ irritated. Also it can be much harder way to sell the product to the customer because the customer cannot see the product (quality) therefore they might not be interested.

Included the call origination and termination services in lieu of traditional phone company services, including low-cost long distance, E911, and all of the advanced features available through any traditional telephone carrier, 3. Utilized an open-source call processing platform that operated on commodity hardware in place of proprietary telephone systems, which was 10 percent to 20 percent of the cost of a competing technology, and 4. Were sold, engineered, installed, and supported by an experienced team of data and voice networking professionals.

Automatic call distribution or ACD is an important feature that must be supported by the IP PBX vendor. Automatic call distribution is a tool that is a must when it comes to supporting a call center with 400 agents or more. ACD systems allow a call center to handle a large volume of incoming calls and distributes those calls to call center agents or specific employees. Genesys earned a relatively low score in this area as compared to Mitel, the high scorer in this area. However, Genesys scores high marks in supporting 400 agents.

Also an analog one-line back up phone should be placed on each desk for maintenance reasons or if for some reason the ACD (automatic all dialer) system goes off line agents can still accept calls. All call center agents will also use a laptop computer with dual monitors to all them to be flexible and have the ability to test wired and wireless issues a customer may have. Each agent will have a unique and secured user account. The only person who should be able to access an agent’s account is that agent. After the implementation of the call centers it is necessary to train the center managers on the systems that will be used in the call center. There will be a 3 day training class offered at a centralized location for the 3 call center managers and the assistant mangers.

Call centers were antiquated and no standardized measurement systems or aggregated goals existed for the call centers, and no centralized policies existed. In addition, Congress had cut the IRS budget by 11%, $4 billion was spent on modernizing information systems but still not completed, and 2,000 employees were laid off. (Davis, 1997)

From the time of its invention to 1880, there were 50000 subscribers of the telephone. However, it took nearly a hundred years for the system to improve dramatically. The operators were eliminated because the users could now make their own connection without calling the operators first. By the 1960’s - U.S. Telephones total 80,969,000; world's total reaches 159,200,000; telephone companies were forming everywhere and by 1964, some 2,535 companies were in existence. The more the telephones improve, the more the people wanted more from it. In the twentieth century, the telephone is the main medium to reach just about anyone. It is also the favored medium of communication in the business world. Nowadays, the telephone system can be configured to suit a business' needs. At my job for example, the telephone has multiple functions. One is the paging system to reach someone; it can be used to make conference calls to multiple companies at the same time. With the invention of cellular phones, one can be reached anywhere in the world and be connected to the internet; as long as you have a signal of course.

 Telecommunications has not been since the company moved its current headquarters 15 years ago. This has left many of the new features for telecommunications lacking and not integrated with the customer service database to improve call management efficiency. The generic system was acquired from a service provider who is now out of business.

A balanced approach is required to ensure high quality services, low operating costs and good customer services. Hence, to achieve the objectives of an efficient call centre, Rustic Americana will need to adopt appropriate operational practice and best technical management approaches to ensure effective handling of the current challenges facing the company. Appropriate strategies and supporting services together with well-defined roles and responsibilities would ensure that the objectives of the call centre are met in line with the performance measures and metrics.

After reviewing the case study and realizing that I had to gently let down my largest customer, I decided to use the telephone for my preferred electronic communication style. The telephone

The video provided in this assignment eludes that businesses improve customer service, by handling customer service through call centers that are in house. The goal for any customer service representative is to be able to say yes to the customer on the other

In each level of our company we take our mission and our clients seriously. We have a staff of expert sales people supported by dedicated customer service representatives. Each of these teams has the ability to provide solutions on a larger array of products than any of our local or national competitors. One invoice, each one sales team, and the solution that is right for clients challenge. This allows for expedient response for quotes, order status updates, and most importantly a real human being to consistently talk to on the phone when it’s needed. We have intentionally stayed away from the popular trend in business to have a computer answer the phone when calling the main telephone number. You won’t be asked to press 1 or press 2 when you call Midwest Single Source. Instead you will hear a friendly voice, asking how we can help take care of whatever it is you

A VoIP phone system lets you access this web portal from anywhere at any time needed. You don't have to keep everything organized with this system. You divert the phone calls through the cloud VoIP phone system, and you can reconfigure it at any point.