San Pedro Manpower Development Institute: MS.

CELESTIAL Industries Benefited by Call Center Industry Banking Important processes being outsourced by leading Banks Customer care Maintaining financial statements Banking internal auditing

Intro to Call Center

Payroll Management Education Functions performed by Outsourcing industry Turning around failing schools/ college/professional institutions. Provision of interim head teachers for schools/ colleges/professional institutions. Teacher training Consultancy support for school improvement Work with schools to identify precisely the areas of need Provide skilled and up-to-date specialist(s) to cover the area(s) requested Tailor their input to the precise needs of the school Ask schools for feed back on the quality of the input provided.

E stores is a web site that accepts direct payments in exchange for goods and services. It is also called online shop, Internet shop,webshop or online store. It is an electronic commerce application used for B2B or B2C. E-commerce systems enable B2B and B2C clients to do business online to safely and reliably cut e-business costs and grow sales revenue. Services Offered : Bill payments Shipping and Career Support Orders Processing Inventory Control

Marketing Health care Healthcare is the leading sector of the global economy. Health Care Service Outsourcing is benefiting Medical and Health Care Providers worldwide by reducing overhead cost and saving their precious time. Services outsourced by health care providers are: Medical billing Medical coding Medical transcription Medical claim processing

The transportation industry is one of the major industry of the world. The scope, goal and objectives of transportation industry have changed with the increasing demand of intermodal services. Several BPO offer services to the following segments of the transportation industry : Airlines : Services in this sector includes : Call Center Finishing Course

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San Pedro Manpower Development Institute: MS. CELESTIAL E-Booking engine Corporate / Business Travel solution Customer Loyalty solution Self-service Check-in kiosks Customer Analytics Customer Alert solutions Reservation Call Center Work flow management Document management Contract management Mobile communications Sophisticated bar-coding Electronic funds transfer Voice recognition Tracking and Monitoring Distributive and client-server technologies Port management applications Tracking and Monitoring Liner Business applications Billing related applications Routing & Scheduling Enterprise Applications Services and Integration Cargo Security

Intro to Call Center

Logistics and courier: Services in this sector includes:

Shipping and ports: Services in this sector includes:

Mortgage industry is the industry that comprises establishments primarily engaged in lending funds with real estate as collateral. It is also called Mortgage Company, mortgage banking, mortgage lending and retail estate lending. Mortgage is a legal document that pledges a property to the lender/creditor as a security for the payment of debt. Related services are outsourced to increase profitability and productivity by reducing overhead costs. Services Offered By Mortgage Companies Setting up a new business Collecting documents Scheduling property inspections and appraisals Analyzing credit risk Providing loan maintenance Maintaining real estate databases Providing legal support for conveyance Conducting customer services

Retail Call Centers assists customers, collects data, and provides superior customer services. Call Center Finishing Course

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San Pedro Manpower Development Institute: MS. CELESTIAL Some of call center services for the retail industry includes:

Intro to Call Center

Auto attendant: A voice driven auto attendant lets callers simply speak the name of the person, store or department and the customer automatically gets connected to it. Bill reminders: Place automatic bill reminders calls to customers. IVR and Live Representative Store locator: It gives the customer more accurate information. Order status: Place automatic calls to customers as orders arrive or ship and customers can check on orders as they desire.

Telecommunications Services Offered by Telecom BPO Local and long distance services Contract negotiation Bill processing Bill payment Auditing and loss recovery Local and long distance services Telephone maintenance

The Travel and Hospitality comprises of mostly chains or multiple business units, widely scattered across the globe. With the advent of the Internet and the latest technologies, the industry is facing a constantly changing business environment requiring immediate and proactive adaptability in operations, customer relationship management and back office processes. CALL CENTER TERMINOLOGIES CTI (Computer telephony integration): The technology that coordinates between telephone and computer systems. ACD (Automatic call distribution): Part of the CTI that distributes in-coming calls to a group of agents. They are used in companies that take high volumes of calls, where callers require quick service from nonspecific agents. More sophisticated systems may route calls to more skilled agents, depending on the reason for the call. ACW (After call work): Amount of time an agent spends after the call processing customer requests. AHT (Average handling time): The average time a call takes, including greeting, conversation, wrap-up, and time the caller spent on hold. ANI (Automatic number identification): Similar to caller ID, a service which provides the receiver of a call with the number of the calling phone. Used in call centers to forward calls to appropriate agents or geographic areas. Also used by 911 dispatchers. ASR (Automatic speech recognition): Technology used to provide information and forward calls, which allows callers to speak entries rather than punch numbers on a keypad. ATT (Average talk time): Average amount of time an agent spends in conversation with a caller. Call Center: A centralized office used to receive and transmit a large volume of requests by the telephone, usually with some amount of computer automation. Chatterbot: A program that simulates human conversation. An intelligent virtual agent is an example of a chatterbot program that serves as an online customer service representative. Collaborative Browsing (co-browsing): A technique used by agents to interact with customers using the customers web browser to lead them through a situation. May use email, fax, regular and/ or internet telephone as part of the interaction. CRM (Customer relationship management): A corporate level approach for managing an organizations relationship with its clients. Generally, three components (operational, analytical, and collaborative) of a Call Center Finishing Course

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San Pedro Manpower Development Institute: MS. CELESTIAL

Intro to Call Center

companys program must be in place in order to effectively acquire, provide services for, and retain customers. Also called Sales force automation (SFA). Contact Center: A part of an enterprises overall CRM which manages customer contact, including letters, faxes, emails, newsletters, mail catalogues, Web site inquiries, and other gathered information. CPH/ IPH (Calls/ inquiries per hour): Average number calls or inquiries an agent handles per hour. .Customer Service Chat: An internet service which allows a customer to communicate with an agent using an IM (instant messaging) application. DID (Direct inward dialing): A service used by inbound call centers to allow multiple calls to be taken at once. In DID a block of telephone numbers is rented by a company without requiring a physical line for each number. Each agent or workstation has an individual number. When all agents are busy, additional inbound calls get busy signals or the agents voice mailbox. This service saves the cost of a switchboard operator and makes calls go through faster. DNIS (Dialed number identification service): A service used by 800 and 900 lines that tell which number was called. It is useful for directing calls when companies deal with multiple numbers at the same location. DTMF (Dual tone multi-frequency): Also known as touchtone phone (formerly a registered trademark of AT&T), the signals that are generated when a caller presses the touch keys of an ordinary telephone. Each key generates two tones, and cannot be imitated by voice. Fax: Material (images or text) which is scanned and transmitted over a telephone line and received using a printer or other output device. FCR (First call resolution): A call which completely resolves the customers issue. (A call is considered FCR if the caller does not call back with concerns in a set amount of time, usually 3 months.) Idle time: Percentage of time agents spend not ready to take calls. IP telephony (Internet protocol telephony): A general term for the technologies that use the internet protocols packet-switched connections to exchange voice, fax, and other forms of information. ITS (Issue tracking system): A program that follows the progress of every problem a system user identifies until the issue is solved. IVR (Interactive voice response): A computerized system at the front-end of calling centers which uses prerecorded prompts to identify caller needs, extract necessary information, and direct calls to the appropriate agent. Whereas, callers select options from voice menus using the telephone keypad, the newest technology, or Guided Speech IVR, integrates live agents into the system. In this hybrid model, agents assist in four or more calls at a time by listening and guiding callers through the system. This allows callers to respond to open-ended questions and receive a higher quality of service. Companies see higher rates of call completion and customer satisfaction using the new technology. LEC (Local exchange carrier): The public telephone company which provides local service in an area. Media gateway: A device that converts data from one format to another. Outsourcing: The practice of delegating non-core operations to an external entity. PBX (Private branch exchange): A cost-efficient system that uses multiple phone lines (called trunk lines) and a computer to manage the switching of calls within a company. As the PBX is owned by the company rather than the LEC, it saves the cost of requiring a line for each user to the telephone companys central office. Predictive dialer: A computerized system that dials telephone numbers, filtering out unanswered calls, busy signals, disconnected lines, and other unproductive calls. Using an algorithm to predict agent availability, the system saves the time an agent would spend in unproductive dialing. Smart predictive dialers use a prerecorded introductory message before connecting customers to an agent, further increasing productivity by turning over calls only to interested customers. Predictive technology: Tools that analyze patterns and use discoveries to forecast likely future behavior. QED (Quality and efficiency driven): Philosophy maintained by call centers that company strategies should be balanced between aims for quality and efficiency. Queue: A line of people or calls waiting to be handled, usually in sequential order. Real Time: Level of computer responsiveness considered sufficient to the task required. SL% (Service level percent): Percentage of calls answered within the determined time frame. Call Center Finishing Course

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San Pedro Manpower Development Institute: MS. CELESTIAL

Intro to Call Center

Speech/ Voice Recognition: Ability of a program to recognize and carry-out voice commands. More sophisticated software has the ability to accept natural speech, or the speech used in general conversation. Telemarketing: A registered trademark of Nadji Tehrani, referring to the form of direct marketing using the telephone to sell products and/ or services. TCA (Total calls abandoned): the number of calls abandoned by callers. TPV (Third party verification): The legal requirement for some companies (e.g. long distance providers, gas, electric) to have a third party confirm that a customer has requested a change in service. Generally, the customer will be put on a three-way call and the TPV provider will confirm the order. TPV aids in billing disputes by verifying the customer actually requested the change. TTS (Text to Speech): A system that converts normal language text into speech. UMS (Unified messaging system): A program that enables voice, fax, and regular text messages to be held in a single mailbox and accessed by a user over email or telephone. Virtual Call Center: A call center where the agents are geographically dispersed, either working in several small offices, or (more frequently) working from their own homes. Virtual Queuing: A system used in inbound call centers in which a caller will be informed of the estimated wait time before an agent will be available. Caller can choose to wait on hold, or keep their place in the queue by giving their telephone number. Callers receive a call back when their turn comes up. Voicemail: System that manages telephone messages for a large group of people. Voice Portal: A web site or other service that a customer can reach for information such as weather, sport scores, or stock quotes. VoIP (Voice-over Internet Protocol): The routing of voice conversations over the internet. Using VoIP, agents can work from home, as long as they have a fast and stable internet connection. Web Analytics: A method of analyzing the behavior of a web sites visitors to make changes that attract and retain more customers. Web Self-Service: A computerized system that allows users to perform routine tasks over the internet without requiring live interaction.

Call Center Finishing Course

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