02-04-2011, 01:00 PM
PRESENTED BY:
MR. Nikhilesh Kumar Tripathi
[attachment=11564]
CALL CENTER
1. INTRODUCTION
Call center has tremendous impact on business. Call centers for selling goods and services, as well as call centers for providing customer care, is going to become a familiar part of the business of virtually every person.
Call centers also pioneered the developed of self-service via the telephone, using interactive voice response technology. It is providing a richer and friendlier environment for self-service transactions than the tone telephone.
2. OVER VIEW
A Call center is an area where several customer service representative (CSR) agents are located to man a bank of telephones and computer terminals. These agents are specially trained on telephone etiquette, the type of customer queries, that may arise and on how to respond to these queries in a quick and efficient manner.
A Call center can also equipped with an automatic call handling system like an Interactive Voice Response system (IVR) so that all routine, repetitive queries can be answered by the system with out the customer having to speak to a CSR agent.
3. TECHNOLOGIES
The following are the various technologies that companies can deploy to web-enable their call center operations in order to service their On-line customers.
. Contact Information
. Call Back
. Live Web Chat
. Voice Over IP (VOIP)
3.1 Contact information:
On most web sites there is a ‘Contact Us Page’, which usually consists of e-mail address and phone numbers for a company. Customers can access this information and either sends e-mail to the company or call they’re traditional call center using the numbers provided on the site. Electronic mail messages can be tracked and answered using specific e-mail handling software.
3.2 Call Back:
In a Call Back request, a customer fills out an On-line form on a web site in order to request a return phone call. The form information is converted to a message and is sent to the Automatic Call Distribution (ACD) of the Call center. This message is then placed in a queue and a call back is triggered when the next agent is available, or at a time specified by the user when the call request was entered. However, call back requests are not very different from disconnecting from the dialing a phone number found on a web page.
3.3 Live Web Chat:
Live Web Chat is based on IP technology. This technology allows a customer on a web site to click on the live help button and be connected to an agent at a call center who can answer a customer query by sending text messages to the customer. Such systems allow calls to originate only from the Internet, and offer keyboard chat as the sole communication method.
3.4 Voice Over IP:
In IP-centric technology option, the call center agent can work with one appliance instead of two. The Multimedia PC provides both information and communication, eliminating the need for a separate telephone. There are three common approaches to VOIP based call centers.
MR. Nikhilesh Kumar Tripathi
[attachment=11564]
CALL CENTER
1. INTRODUCTION
Call center has tremendous impact on business. Call centers for selling goods and services, as well as call centers for providing customer care, is going to become a familiar part of the business of virtually every person.
Call centers also pioneered the developed of self-service via the telephone, using interactive voice response technology. It is providing a richer and friendlier environment for self-service transactions than the tone telephone.
2. OVER VIEW
A Call center is an area where several customer service representative (CSR) agents are located to man a bank of telephones and computer terminals. These agents are specially trained on telephone etiquette, the type of customer queries, that may arise and on how to respond to these queries in a quick and efficient manner.
A Call center can also equipped with an automatic call handling system like an Interactive Voice Response system (IVR) so that all routine, repetitive queries can be answered by the system with out the customer having to speak to a CSR agent.
3. TECHNOLOGIES
The following are the various technologies that companies can deploy to web-enable their call center operations in order to service their On-line customers.
. Contact Information
. Call Back
. Live Web Chat
. Voice Over IP (VOIP)
3.1 Contact information:
On most web sites there is a ‘Contact Us Page’, which usually consists of e-mail address and phone numbers for a company. Customers can access this information and either sends e-mail to the company or call they’re traditional call center using the numbers provided on the site. Electronic mail messages can be tracked and answered using specific e-mail handling software.
3.2 Call Back:
In a Call Back request, a customer fills out an On-line form on a web site in order to request a return phone call. The form information is converted to a message and is sent to the Automatic Call Distribution (ACD) of the Call center. This message is then placed in a queue and a call back is triggered when the next agent is available, or at a time specified by the user when the call request was entered. However, call back requests are not very different from disconnecting from the dialing a phone number found on a web page.
3.3 Live Web Chat:
Live Web Chat is based on IP technology. This technology allows a customer on a web site to click on the live help button and be connected to an agent at a call center who can answer a customer query by sending text messages to the customer. Such systems allow calls to originate only from the Internet, and offer keyboard chat as the sole communication method.
3.4 Voice Over IP:
In IP-centric technology option, the call center agent can work with one appliance instead of two. The Multimedia PC provides both information and communication, eliminating the need for a separate telephone. There are three common approaches to VOIP based call centers.
