CALL CENTER

Inspire Worldwide Support

301,Panchsheel Square Mall,Ghaziabad

EMAIL-ID: sunnykumar@inspirewe.in

info@inspireworldwidesupport.com

Call Centre is a centralized

office used for the purpose of

receiving or transmitting a

large volume of requests by

telephone.

A Contact Centre, also

known as Customer

Interaction Centre (CIC) is

a central point of any

organization from which all

customer contacts are

managed. Through contact

centers valuable information

about company are routed to

appropriate people, contacts

to be tracked and data to be

gathered.

AUTOMATIC CALL DISTRIBUTOR

ACDs are telephone systems

that route calls, prioritize calls,

and play recorded messages.

They record the number of calls

in the system, the number of

dropped calls, and the average

hold time.

The most important functions of

an ACD system are call routing

and data collection.

AUTOMATIC CALL DISTRIBUTOR

ACDs collect and store data

about each call.

Using the data, the ACD

creates management reports

that are used to monitor and

evaluate help desk efficiency.

Managers can determine the

number of calls abandoned,

the average hold time of calls,

and other statistics.

INTERACTIVE VOICE RESPONSE

IVR solutions have used pre-recorded

voice prompts and menus to present

information and options to callers, and

touch-tone telephone keypad entry to gather

responses.

Modern IVR solutions also enable input

and responses to be gathered via spoken

words with voice recognition.

IVR solutions enable users to retrieve

information including bank balances, flight

schedules, product details, order status,

movie show times, and more from any

telephone

INTERACTIVE VOICE RESPONSE

Automatic Speech

Recognition (ASR) is computer

software that recognizes human

speech.

It translates human speech

into instructions that computer

programs can process.

Speech-to-text technology

has a 90 to 95 percent accuracy

rate.

Drawback of speech-to-text

technology is the amount of

time required to set up the

software.

COMPUTER TELEPHONY INTEGRATION (CTI)

Integration of the telephone

and computer-based systems is

known as computer telephony

integration (CTI).

CTI is made possible by

middleware applications.

Middleware application is

software that connects two or

more separate applications across

a computer network.

COMPUTER TELEPHONY INTEGRATION (CTI)

Automatic display of caller and call details

Routing of voice, fax, e-mail, text

messaging, and live chat into a unified queue

Retrieval of voice, fax, and e-mail from a

single location

Delivery of automated responses

Data analysis and reporting functions

AUTOMATED INTELLIGENT CALL ROUTING

Intelligent Call Routing is a

term for routing done by software

that attempts to identify the caller

and direct them to an appropriate

agent

The software can identify the

caller based on known

information tied to the call

AUTOMATED INTELLIGENT CALL ROUTING

Send calls in the queue to the best agent based on any of several

different rules: least busy, longest idle, round robin

Program queue priorities to ensure that more urgent calls get

answered first. Customize your on-hold escape options by queue to

provide the best possible caller experience

WEB ENABLEMENT OF CALL

CENTER

A web-enabled call center is a central location that a customer can reach by voice using a button on a website or an Internet call program. Also called a help desk, a call center is a customer service department set up to allow consumers with questions or problems to speak to a company representative.

Offering customers immediate help can reduce the chance that a buying customer will leave the website and abandon the sale.

WEB ENABLEMENT OF CALL

CENTER

Web-enabled call centers are just one of many means of contacting customers who are browsing online.

Some companies offer an online text chat box used to connect to customer service, but online chat customer service does not always connect to a live representative.

While a chat program may only connect to a computer to answer basic questions, a web-enabled call center allows the customer to dial a real company representative from a website button.

TYPES OF CALL CENTER

1. Inbound call center

2. Outbound call center

3. Web Enabled call center

4. Telemarketing call center

5. Phone call center

INBOUND CALL CENTRE

An inbound call is one that a customer initiates to a call center or

contact center. A help desk handles inbound calls as well, although calls

may be made from employees rather than customers.

Call-center-service-providers try to understand the nature of the queries

and stress on developing the probing skills of the customer service

representative. This enables them to recommend the most efficacious

solution in the quickest time frame possible.

OUTBOUND CALL CENTRE

Call-center-service-providers make calls to specified destinations with pre-

approved database from our customer.

The quality assurance team of the call center service provider then verifies

the quality of calls made by them. The feedback from the quality assurance

team is then forwarded to the respective team leaders for corrective measures.

An outbound call center provide highly cost-effective services based on

results-based production and management processes.

WEB ENABLED CALL CENTER

The web enabled call center services are only accessible on the net. The

major purpose of these call centers is to help in the easy accessibility of

people, anywhere in the world.

This also helps in targeting brand messages, potential acquisition of new

call centers and it gives high returns for a relatively low investment.

It provides enhanced employee performance, maximized customer

satisfaction and reduces cost. It also helps to maintain customer

satisfaction, maintain standards and increase profitability.

TELEMARKETING CALL CENTER

Marketing consumer products over the phone is called

Telemarketing.

Telemarketing involves the use of persons trained in conversational

skills and automatic dialer software and equipments.

Telephonic surveys usually make use of a script that derives only a

small range of responses.

PHONE CALL CENTER

A more personalized version of the call centre, where agents get to

know more about their customers and their callers; and therefore look

after calls just as if based in their customers office.

Utilizing advanced telephony and Internet technology, the customer

service representatives (CSR's) at the phone call centers provide

accurate and timely information for the most complex inbound or

outbound programs.

LOGGING AND MONITORING

Call logging tends to be just that – recording calls with no end purpose other than

to keep a record of conversations had over the phone.

Call Logging is a valuable tool in the measuring of productivity and levels of

incoming and outgoing call traffic.

MONITORING

It allows management to assess how individuals are performing and where

improvements can be made by training them in specific areas. It allows

management to focus on skills.

It is possible to improve effectiveness of a company or call centre ensuring that

agents are able to deal with calls quickly and efficiently thereby enabling them to

make more calls and make more sales.

Expenses, Revenue & Profit of 5 seater

5 Seater Expenses • Employees =5

• Avg Salary = INR 25,000

• Monthly Salary = INR 1,25,000(5 Employees * 25,000 Avg Salary)

• Call per day = 25 (5*5)

• Call per Month = 550(25calls *22 Days)

• Avg Call cost = INR 650

• Monthly Call Cost =INR3,57,500 (650 call cost *550 total calls)

• Monthly Rent = INR 40,000

• Misc. Expenses = INR 10,000

• Vonage = INR 20,000

• Total Expenses = INR 5,52,500

5 Seater Revenue

• Avg 1 Sale Done per person per Day $250

• Total sales per Day = $1250 ($250 avg sale

per day * 5 No. Of Employees)

• Monthly Sales = $27,500 (1250 Daily Sale *

22 No. Of working days )

• Charge back or refund = 1% of total sale

• Sales Balance = $27225

• Deduction by Gateway = 30% of balance

sales

• Balance Sale Amount = $19,057

• Convert to INR by $ rate =60

• Total amount transferred to India = INR

11,43,420

• Profit = (Expenses – Balance To India)

• INR 5,90,920

Expenses, Revenue & Profit of 10seater

10 Seater Expenses • Employees =10

• Avg Salary = INR 25,000

• Monthly Salary = INR 2,50,000(10 Employees * 25,000 Avg Salary)

• Call per day = 50 (10*5)

• Call per Month = 1,100(50calls *22 Days)

• Avg Call cost = INR 650

• Monthly Call Cost =INR7,15,000 (650 call cost *1100 total calls)

• Monthly Rent = INR 40,000

• Misc. Expenses = INR 10,000

• Vonage = INR 30,000

• Total Expenses = INR 10,45,000

10Seater Revenue

• Avg 1 Sale Done per person per Day $250

• Total sales per Day = $2500 ($250 avg sale

per day * 10 No. Of Employees)

• Monthly Sales = $55,000 (2500 Daily Sale *

22 No. Of working days )

• Charge back or refund = 1% of total sale

• Sales Balance = $54,450

• Deduction by Gateway = 30% of balance

sales

• Balance Sale Amount = $38,115

• Convert to INR by $ rate =60

• Total amount transferred to India = INR

22,86,900

• Profit = (Expenses – Balance To India)

• INR 12,41,900