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Generation 1: Web MarketingThe server deployed to provide information
about the company, its products and its servicesHuman interaction is not requiredFeatures
Customers views documents General HTML language were in use Vendor – centric Generally used only for information purpose
Generation II: e-CommerceWeb server deployed to provide business servicesAble to accept order from customerFeatures
Order entry via browser Customization of products and services Advance programming language were is use
Issues: Manual integration between customer and processes
were difficult Information overload
Generation III: Customer Information Integration Customer centric information available to
customer Customer satisfaction was on top priority Features
Integration of e-business with e-CRM and e-SCMAutomatically transmit information to whomever
needs it, whenever and wherever they need itRequirement of call centers to manage increasing
demands of customerLogistic Management
Information related to manufacturing were made available to various groups within the organization and to customers and to partners outside the organization
Personal productivity with the help of intranet (intranet brought more visibility to processes)
Procurement of raw material were easy due to integration of Supply chain management
A Call Centre is a centralized office of a company that answers incoming telephone calls from customers. A call center may be an office that makes outgoing telephone calls to customers (telemarketing). Such an office may also responds to letters, faxes, e-mails and similar written correspondence.
Call Centres are generally set up as large rooms, with work stations that include a computer, a telephone set (or headset) hooked into a large telecom switch and one or more supervisor stations. It may stand by itself or be linked with other centres.
Inbound. Inbound calls are calls that are initiated by the
customer to obtain information, report a malfunction or ask for help. This is substantially different from outbound calls where
Outbound In outbound ,the agent initiates the call to a
customer mostly with the aim to sell a product or a service to that customer.
InfrastructureTelecom Infrastructure-Based on communication
media Application Software
Depends on the usage and the client’s requirement in terms of speed of delivery of information from the call centre desk to customer’s desk
Human ResourcesRound the clock staffRound the clock maintenance staffTrained technical staff
IT resourcesServer depending on the utility, workstations
depending on queuing principle, networking of workstation, and relevant application and systems software
Memory cum virtual spaceA physical space to host the server or even if it is
a virtual call centre through the web then, it just requires leasing a memory cum virtual space in the RAM
Free Phone ServiceThis service allows users to make a call to a
particular free phone number In this the one party agrees to pay complete cost
of the call.Customers do not pay any charge
Universal Access NumberThis service enables a subscriber to publish a
national number and having incoming calls routed to different destination based on geographical location of the caller
Suitable for National Level Organization: ONGC, BP, IOC and so on
Intelligent Network Service IN is extended version of PSTN(Public Switched
Telephone Network) by additional software servers, communication lines
This help in adding extra communication facilities and service s to existing telephone
For implementation two additional hardware is required: SSP
Service Switching PointAct as a local exchangeSSP communicate with SCP for routing of calls & other
services SCP
Service Control PointHelp in processing the SSP
Virtual Private NetworksVirtual Private Network is a type of private
network that uses public telecommunication, such as the Internet, instead of leased lines to communicate.
A virtual private network (VPN) is a network that uses a public telecommunication infrastructure, such as the Internet, to provide remote offices or individual users with secure access to their organization's network.
Became popular as more employees worked in remote locations.
Build a virtual overlay network that is run on top of the infrastructure of the Internet
Virtual” means that there is not new infrastructure Connect private networks by the overlay networks The goal of a Virtual Private Network (VPN) is to
provide private communications within the public Internet Infrastructure
Why is there a need for VPN? IP packets are not authenticated or encrypted Users with access to network can read content of IP traffic
Interactive Voice Response (IVR) System is designed to provide easy to configure automated call handling systems that can be tailored to individual needs. This comprehensive system leads to distribution of routing information with the help of FAX or pre-recorded voice messages.
It includes services like:Speech recognition Self-service Fax management capabilities
Computer Telephony Integration (CTI) is the advanced technology that serves as the focal point of the working of modern call centers. It integrates the organization's computer and telephone systems and the facilitates effective applications to make every phone call, inbound and outbound.
Caller Identification (Caller ID or ANI) - Information from the existing caller database appears on-screen when the telephone rings and remains on the screen during the call.
Called Number Identification (DNIS) - With each call, special campaign information can be displayed from the application based upon the number dialed by the caller.
CTI software system allows to generate real time reports and graphs. This important measuring system helps you observe and control the performance of call center and phone system.
Customer Relationship Management (CRM) solutions facilitate firms to create the customer relationship needed to uncover new business opportunities and enhance client service.
Core CompetenciesThe solutions are designed to provide the
knowledge needed to develop effective customer strategies and maximize customer profitability .
CRM solutions deliver the robust functionality needed to achieve maximum return on customer relationship
ACD facilitates controlling the distribution of telephone calls coming into the department. ACD systems are call routing utilities for incoming calls and can be even used to route calls to the next available agent.
Even when staff are unavailable, the ACD system holds a call in queue and then forwards it to the first available staff member.
Automatic call distribution is ideal for areas where multiple staff answers a high volume of calls e.g. Help desk Appointment scheduling Message taking
Call Type Priority- The organization can customize the way its staff answers calls
using several variables, including the caller’s location (on-campus or off-campus, local or long distance) or the purpose of the call (help assistance, appointment scheduling).
Customizable Queue- The organization can record Custom Announcements that
callers hear when their call is answered or while they are waiting in the queue. It can also add the Music on Hold feature.
Training Supervision- Supervisors can monitor calls to support employees and
evaluate performance. Call Metrics-
The system can capture call statistics (e.g., call volume, length of calls, time in queue, etc.) on a scheduled or an ad hoc basis, allowing to further manage the staffing and call flow.
Call recording and monitoring solutions help to train the agents and improve customer service.
Call recording plays a significant role in the call centers and help monitor agent performance while performing quality assurance tasks.
Order entry verification and confirmation can be easily accomplished when the calls are recorded.
Call centers can thus, record and retrieve phone conversations in real time
Predictive-dialer is a computer based dialogic predictive dialing system that handles inbound and outbound phone calls for small to large call centers.
The system automatically dials the telephone for telemarketers and connects only the live voice contacts.
It does this by listening and filtering out the answering machines, busy signals, operator intercepts and other types of non-functional calls.
Telemarketers no longer waste time dialing numbers or listening to no answers - all they do is talk to prospects.
A complex mathematical formula (predictive algorithm) is used that predicts when each telemarketer becomes available, allowing the telemarketers to flow seamlessly from one call to the next.
Calls are either initiated by the phone system or accepted from the outside and distributed in an intelligent fashion to service agents using ACD systems.
The process thus, improves the telemarketing production as it doubles the amount of contacts telemarketers make per day.
Contact Us
Business Name: Skyline Business School
Address: Hauz Khas Enclave, New Delhi 110 016, India.
Phone: 911126864848,:911126866968
Email: [email protected]
Website: www.skylinecollege.com
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