Our main objective is provisioning services in technology area, Business requirements and customer; technical advice, verification for credit applications, marketing studies, opinion polls, quality and customer satisfaction; track marketing activities; creating and updating databases, receiving orders, goods and telemarketing research, communication centers. Counseling and care of any users concerns.
work goals
- Present the main services offered by a call center.
- Knowing how to size a call center.
- Explain the application of queuing theory to operational processes that are generated in a call center.
- Introducing a general operations way of a call center.
- Raise awareness importance and why an outsourcing.
Call center objectives
The main call center objectives can be divided in two groups
A) Cost reduction
- Business cost
- Calling time
- Waiting time
- Staff
- Transfer
- Paper
- Complexity
- Learning time
B) Increasing profits
- Agent productivity
- Customer satisfaction
- Increasing business possibility
- Customer retention
- Functionality
- Quality
- Competitive position
C) The call center provides adviser in three types:
- Inbound adviser: exclusive work input
- Outbound adviser: exclusive work output
- Blend adviser: Check-work
The Call Center definition, usually, is aimed at technological level, talking about hardware and software design as well as functionality that is provided through systems. Specify what is a call center goes beyond a computer system or advanced technology; if it is true is important giving human work, it is not dominant. The human being is the most important element we propose in definition.
Other functions that can be set, are those where the Call Center is a core unit of information between the company and its environment. The information obtained will be strategy adopted in dynamics and business.
A Call Center is made up of human beings with feelings, thoughts and proposals to be heard and evaluated. Our clients should not be considered a cold statistic, your call goes beyond a question, complaint or grievance, it is vital the development and strengthening business input.
Otras funciones que podemos establecer son aquellas donde el Call Center es una unidad medular de información entre la empresa y su entorno. La información que se obtenga será vital para la dinámica y estrategia que adopte las empresas.
Un Call Center está integrado por seres humanos, con sentimientos, pensamientos y propuestas que deben ser escuchadas y evaluadas. Nuestros clientes no deben ser considerados una fría estadística, su llamada va mas allá que una consulta, queja o reclamo, es un insumo vital para el desarrollo y fortalecimiento empresarial.
Are your clients wasting time in call transfers and conversations with inadequate staff when you call your company? Does your client is waiting a long time complaining? Do you think you’re giving a good telephone service to your customers?
If your customers have experienced this type of situation please continue reading this document.
Economic benefits
- No compromise high levels of investments in different core business activities.
- Transform fixed costs into variable in proportion to use.
- Cost Effectiveness / economies of scale.
- Avoid compromising service improvement by budgetary constraints.
- Plant growth control positions.
Operational and functional benefits
- Experience in call center management at lower cost promoting and higher levels of service.
- flexibility to respond the increasing and changing service.
Technological benefits
- Call center Technology.
- Decreased risk of technological obsolescence.
- Decreased in effort technology administration.
- Automatic service Audio-Response Unit allows an user interaction with company systems using the phone. The user can enter data into the system and get any information found in database.
Profit increase and cost reduction
- Reduces calls duration.
- Handles routine calls, which translates into fewer agents, physical space, etc., fewer training and recruitment.
- Reducing the additional amount staff to cover periods of high call traffic
- No additional staff to cover emergencies.
- Avoid training temporary staff.
- Allows advisers focus on addressing more complex requirements.
Service extension
- Access 24 hours a day, 365 days a year. High reliability for uninterrupted operation.
- Greater information confidentiality.
- It allows multiple computers interconnection.
- It makes possible the access to different databases, using different operating systems and communication protocols.
- Direct contact with users, machines and systems company.
- Menu access with possible options for what user requires.
- User id by typing the numbers on their key, card or account number. Without getting at least two of these data the system does not allow certain transactions or queries to greater safety.
- At any time navigating for the user´s menu, their have the possibility of passing to advisor.