Call Center • Process dictates all the action that a company takes in order to satisfy the customer reduce costs and gather market intelligence • Technology can help facilit

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Call Center • Process dictates all the action that a company takes in order to satisfy the customer reduce costs and gather market intelligence • Technology can help facilit Powered By Docstoc
					                 Call Center
• Process dictates all the action that a company
  takes in order to satisfy the customer, reduce costs
  and gather market intelligence.
• Technology can help facilitate these processes
  through user driven systems development and
• From the content perspective, the focus is on
  acquiring, engineering and maintaining knowledge
  and using the technology to distribute the
  information through various customer care media.
                 Call Center
• The call center computer system is not built to
  consider human circumstance but merely to
  process, store and retrieve information.
• The challenge is to empower agents by providing
  them not by contact tracking systems but with the
  sort of information and authority that will make
  every worthy customer feel as though the
  company cares about him or her personally
                   Call Center
• World class customer interaction may mean that
  the agent is supported by tools that analyze the
  customers’ previous buying history and provide
  advice accordingly, such
   – as the latest special offer,
   – advice on how to save money on their current service,
   – why one product is more appropriate to their needs than
     another and so on…
              Call Center
• Recognizing that agents are NOT decision
  makers the system must also enable
  company management to extract
  meaningful reports.
   High Technology at the Call
• Interactive Voice Response (IVR), together
  with Automatic Call Distributors (ACDs),
  voicemail, fax, call management systems,
  auto attendants, workforce management
  tools and computer telephony
  integration(CTI) are found in call center
       Call Management Systems
• These are used for
   –   calculating average speed of answer,
   –   number of incoming calls,
   –   number of calls abandoned,
   –   average talk time,
   –   average after call work time,
   –   work time not related to a specific call average staff
• ACD features such as expected wait time can
  advise a customer on just how much longer he or
  she will have to wait in queue for an agent.
      Call Center Technologies
• Information indicators can deduce where a
  customer is calling from (cell phone, cellular
  phone, Prison) and route the call according to its
  perceived priority.
• Automatic Number Identification (ANI) can be
  used to match an inbound call with an existing
  customer information file via computer telephony
  integration, allowing the agent to identify the
  customer immediately.
            Human Factors
• Regardless of the technology there is
  always a need for human factors
  consideration and most often some form of
  maintenance process.
                IVR Scripting
• With IVR the most important considerations
  involve scripting and database integration.
• Implicitly understand the needs of the user as well
  as the goal of the business.
• If the business goal is to decrease the number of
  calls in queue by 33% then the manager needs to
  understand the best way to convey IVR solutions
  to one in every three customer calls in an efficient
• IVR s cannot be used as an absolute substitute for
  customer care agents.
      Types of IVR applications
• Supply generic information
   – Information is generic and the same for all customers
• Supply customer Specific information
   – Customers calls and is validated via the IVR. Sending a
     bill copy
• Customer Information processing
   – The customer responds do demographic questions and
     the IVR updates a database for reporting
• Customer transaction processing
   – Customer is able to create a transaction
Computer Telephony Integration
• CTI is the functional integration of telephone
  network capabilities with
   – Voice switching,
   – Data switching,
   – Computer applications and databases
• Basically CTI attempts to facilitate the exchange
  of information between telephony and database
  products enabling the right call to the right agent
  along with immediate access to the right
• Historically, the problem with CTI has been the
  high cost of retrieving customer information based
  on the identification of an incoming call and
  displaying it on the agents.desktop simultaneously
  while the call is being routed to that agent.
• This activity requires a great deal of processing
  power although the arrival of the shelf CTI
  enabled middleware packages now makes this a
  more economic proposition.
• The most important application of CTI today is
  known as the “screen pop” where both the
  incoming call and existing customer data (if any)
  are coordinated.
• This is achieved by capturing the callers phone
  number through Automatic Number Identification
  (ANI), and using that information to search the
  customer database.
   – Immobile base customers.
• Another popular aspect of CTI is intelligent
  call routing which, based on certain criteria
  may automatically route calls to particular
  – Considerations for intelligent routing
     • Who the customer spoke to on the previous call
     • Whether or not if the agent wants to talk to the
       particular agent
     • Skillset of available agents.
• CTI can also report the telephone numbers
  of customers who abandoned after 30
  seconds in queue.

Description: Call Management in Call Center document sample