A call center is one of
the best asserts a customer driven organization can have becoz maintaining a
high level of customer support is critical to obtaining and retaining
centers also track customer call history along with problem resolution.
BASED SELF SERVICE –This service allow customers to use the web to find answers
to their questions or solutions to their problems. Example, FedEx courier
service , Gas Booking System, E-Ticketing.
SCRIPTING –This system helps to assess organizational databases that track
similar issues or questions and automatically generate a details to the CSR
(Customer Service Representatives) who can then relay them to the customer.
Example, Frequently Asked Questions.
CALL CENTER MANAGEMENT
A call center is a
place that encourages customers to make calls in order to facilitate their easy
usage of the product/service offered by the organization. All calls from
customers regarding their queries, problems, suggestions are entertained.
It consists of a group
of personnel that are specifically trained in handling inbound and outbound
customer calls thus catering to customer service needs.
A center is a place
where a number of people handle the incoming as well as outgoing telephone
conversations of a varied nature with their customers.
Call centers are
undergoing major development. Companies are becoming customer oriented instead
of product oriented and are investing in CRM. CRM (Customer Relationship
Management ) being the customer centred strategy of the decade and finding its
roots in customer satisfaction and customer focus, has started to play a very
prominent role in the call center sector. How has it achieved this? Call
centers are finding that implementing this strategy brings them vast benefits.
For example the high potential that call center CRM software has in collecting
vital customer data and storing it. This data is entirely essential to the call
center and is utilized in its day to day activities. It helps them possess a
clearer view of the customer being handled and enables them to give the right
answers to customer queries, problems etc. Knowing the customer, his preferences,
his purchase history etc all contribute significantly to the better handling of
A few features available in this system.
voice response ( IVR) –Cellular Service,#1,#2,#3,#9.
HISTORY OF THE CALL
history of the call center was begins in USA in 1874. (Alexander Graham Bell
introduced the voice over wires).
1877, first telephone pattern was introduced and 6 telephone connections were
1877, over 3000 phones were being connected through wires for homes and
business use. During this period, the first call center was created as
individual rang operators, who is manually connected their calls through a
switch board with a required party.
1880, the number of phones in use had claimed to 1,33,000. It become more
difficult for new or temporary operators to have the knowledge of how and where
all the phone lines are connected.
ever 24 hours call centers was an inbound customer service and sales center
set-up by pan American world airlines in1956.
1967 AT&T introduced 800 toll free lines that gave customers a way of
contacting businesses at no cost to themselves.
recent times call centers was flourished because industries such as
travel,hospitality,banking,and catalog shopping have found value in the
are utilized to provide superior customer service and increase sales to
maximize market share.
center service depends on three factors like- speed, quality and efficiency.
The main objectives are
development and welfare
OF CALL CENTERS
CENTER DEVELOPMENT PROCESS
a Location for the call center where there is an educated work force.
the underlying technology component.
which channels to support on the call center.
Mail, Chat, Web Forms, Text Chat, VOIP)
the software solution,that meet requirements and will integrate with existing
system when feasible.
service level agreement and business processes.
and retain staff.
measurement and performance processes.
Establish on –going policies for
training and updating CSR.