this is a small discription about call center presented by : Kada Benchiha Mohamed Amine

1. CALL CENTER
Kada Benchiha Med Amine

2. CALL CENTER
 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.

3. 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.

4. 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.

5. 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

6. 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.

7. 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.

8. 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

9. 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

10. 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

11. AUTOMATED INTELLIGENT CALL
ROUTING
 Intelligent character recognition (ICR) is the computer
translation of manually entered text characters into
machine-readable characters.
 Characters are entered in a rough printed form from an I/O
device, and the image of the captured data entry is then
analyzed and translated into the machine-readable
characters.
 ICR is similar to Optical Character Recognition ( OCR ) and
is sometime used in combination with OCR in form
processing.

12. 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.

13. 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.

14. 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

15. INBOUND CALL CENTER
 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.

16. OUTBOUND CALL CENTER
 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.

17. 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.

18. 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
equipment's.
 Telephonic surveys usually make use of a script that
derives only a small range of responses.

19. PHONE CALL CENTER
 A more personalized version of the call center, 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 program

20. 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.

21. Thank You For Attention!