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Multi-Desk Call Center for

Telecom Sector

Presented by:

Harsh Shadija (D-53)

Satyabrata Sahu (D-55)

Vishal Mishra (D-63)

MBA Class of 2012

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Strategic Alignment Information technology - important

potential contributor to an organization's

productivity. Call Center IT & Business Process.

Strategic asset for organizations, as it can

be used to strengthen customerrelationships.

Improve an organization's ability to serve

its customers better. 2

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Service Offerings

Inquiries

Transactions

Requests

Relationship Management

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Infrastructure Telecommunications Network

Hardware

Software

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Telecommunications Public switched telephone network

(PSTN),

Router,

Long distance carrier (LDC),

Ethernet switch,

Modem and

Call center server.

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Hardware Local area network (LAN),

Desktops for agents,

Automatic call distributor (ACD),

Predictive dialer,

Computer technology integration (CTI),

Web integration, Interactive voice response,

Fax on demand, and

Voice logging and messaging 6

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Software

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Answering Service SoftwareCenter Private Branch Exchange

Call Recording and Call Monitoring Solution

Call Track Software

Communication Software

Computer Telephony Integration (CTI)

Contact Management Software

Digital Call Recording

E-CRM

Emergency Alert Systems

Help Desk Software

Interactive Voice Response (IVR) Technology

Open IVR Software

Phone System Auto Dialers

Predictive Dialing

Programmable / Soft Switches

Remote Access Software

Telecommuting Software

Text to Speech (TTS) Software

Voice Messaging

Voice Recognition

VOIP

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Processes

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Network Architecture

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Evaluation The performance management system or

the quality assurance (QA) program

analyses the calls attended by the center

and thus suggests areas of development

for the agents, managers and the center

as a whole.

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Service Evaluation Parameters Average call time

Average speed of answer

Hold time

Calls per hour

Average time in queue Occupancy

% of calls answered

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Human Resources Agents or Customer Service Officers

(CSO)

Selection & Training

Work design

Pay Performance measurement

Employee Relations

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Customer Relationships

Holistic customer experience

Deepness of relationship Sustaining the relationship

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Financials Operation Budget

Potential cost impacts

Upgrades

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Thank You !!

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