Call Center India - FAQ
- What is a Call Center?
- What is a Contact Center?
- What is the basic structure of a Call Center?
- Who are benefited by the services of a Contact/Call Center?
- What is the scope of availing a Call Center facility from a business firm's point of view?
- What are the services provided by CallCenterIndia.com?
- What are the core fundamentals of services being provided to a customer making a call?
- What are the communication technologies that constitute the infrastructure of a Contact/Call center?
- What is IVR?
- What is CTI?
- What are the advantages of outsourcing to Contact/Call Center?
- What is the main challenge faced in the day-to-day activity of Contact/Call Center?
- What are the key performance measurements in a call center?
- Do you have dedicated leased lines?
- How much qualified your staff is?
- Do you conduct any training program for your staff?
- How fast do you respond?
- What is Call Blasting?
A Call Centre is a centralized office of a company that answers incoming telephone calls from customers or handles outbound calling campaigns on behalf of the Client Company. Such an office may also respond to queries by way of letters, faxes, e-mails and internet chat.
What is a Contact Center?
The term contact center is applied when multiple
functions are handled in one office.
What is the basic structure of a Call Center?
Call centers are generally set up as large rooms,
with a set of work stations. Each work station
includes a computer, a telephone set (or headset)
connected into a large telecom switch, and one
or more supervisor stations. It may function as
an independent center or be linked with other centers.
It may also be connected to a corporate data network,
including main frames, microcomputer and LANs.
Who are benefited by the services of a Contact/Call
Center?
Both the Business and the customer. It is a two-way
traffic.
What
is the scope of availing a Call Center facility
from a business firm’s point of
view?
A Contact/Call center is the focal point of customer
service for most companies today. Using a variety
of state-of-the-art technologies, Contact/Call centers
connect the customer and the organization, in real-time,
to provide better professional customer service.
What are the services provided by Callcenterindia.com?
We serve basically in the areas of Customer Support,
Telemarketing, Technical Support, and Help Desk.
It includes Uninterrupted Call Answering, Inbound
Services, Outbound Services, Media Response, Brochure
line, Emergency Call Out and Data Cleansing.
What are the core fundamentals of services being
provided to a customer making a call?
To completely manage the organization's customer
relationships as part of their sales, service or
customer support operations.
What are the communication technologies that constitute
the infrastructure of a Contact/Call center?
Communication can be automated with the help of Interactive
Voice Response (IVR), Telephone, Fax, Internet, E-mail,
Text messaging (SMS), Speech Recognition (ASR), Text
to Speech (TTS), Computer Telephony Integration (CTI),
and Web integration.
What is IVR?
IVR stands for Interactive Voice Response. These
are automated systems installed in Contact/Call
centers that help automate routine tasks such as
account information, product information, and schedule.
Customers can put in their queries using touch
tone phones. Advanced IVR support speech recognition
systems are also used now.
What is CTI?
CTI, or Computer Telephony Integration, is a technology
that allows interactions on a telephone and a computer
to be integrated or co-ordinated.
What are the advantages of outsourcing to Contact/Call
Center?
For organizations, for short or long term campaign
support, the need to invest large sums of money in
telephony equipment, system integration and application
development together with the additional workforce
needed to handle additional inbound and outbound
calls is no longer necessary. BPO firms who run Contact/Call
Centers can provide solutions for all possible occasions
with a low initial capital outlay.
What is the main challenge faced in the day-to-day
activity of Contact/Call Center?
A Contact/Call Center is required to handle thousands
of customers a day who vary in terms of their demand,
nature, temperament, etc. Today’s customers
are the most informed and demanding. For a service
representative, meeting the demands of these impatient,
hot-tempered, well-informed, as well as ill-informed
customers can be a customer-service nightmare.
It requires a lot of patience, effective communication
skills, and negotiation strategy to calm angry,
unsatisfied
customers and resolve their complaints, while keeping
our cool.
What are the key performance measurements in a call
center?
Average Call Value (Sales and Reservations Only),
Customer Satisfaction, Service Level, Percent Abandoned,
Cost per Call, Errors and Rework, Forecast Call-load
to Actual, Scheduled Staff to Actual, Adherence to
Schedule, and Average Handling Time.
Do you have dedicated leased lines?
Yes; we have three dedicated leased lines from premium
service providers.
How much qualified your staff is?
Our staff is well qualified and experienced in their
relevant area of work.
Do you conduct any training program for your staff?
Yes; we believe that training is the key element
in the process of establishing world class standards.
Client-specific training on technology platforms
incorporating latest trends in the industry is
conducted periodically.
How fast do you respond?
We respond with solutions very quickly. 80 percent of
the calls are answered in 20 seconds. We take service
level seriously, and strive to meet it as consistently
as possible. Our service level objective is to
answer calls as quickly and clearly as possible
that would help the customer save money.
What is Call Blasting?
We sell by first playing a recorded message in American
English. Then the real Customer Service Representative
speaks in neutral/American accent.