22301167 16554111 bpo training presentation
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Ensign CDGK Call Centre Training Program
BPO
Introduction
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BPO & Call Center
Business Process Outsourcingmeans to do
Outsourcing Work
Call centersCall centers are those whereare those whereTelephone callsTelephone calls are being handledare being handled
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What is OUTSOURCING?
Delegating a CompanysBusiness Processes
ToThird Party
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What is OUTSOURCING?
Outsourcing, the application oftaking internal company tasksand paying an outside firm to
handle them at a lesser cost, isusually allocated overseas toforeign nations.
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What is BPO?
Business process outsourcing
(BPO) is an act of outsourcing that
involves the contracting of theoperations and responsibilities ofa
specific business functions (or
processes) to a third-party service
provider.
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What is BPO?
BPO as expanded sounds asBusiness Process Outsourcing and
can be aptly defined as the act of
utilizing the services ofa third party by
a company in order to perform its
back office operations that might bepayroll administration, customerhelp
desks/ call centers, telemarketing,
accounting, billing; the list is endless.
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Business Process Outsourcing includes the
following areas and a lot more:
Back office operations
Customer Relationship Management
Call Centers and telemarketing
Tele-servicing and product support
Finance / Accounting/billing
Huma
n ResourcesMedical transcription
Back Office Operations
Insurance Claims Processing
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Works can be Outsourced.
Business Process Outsourcing
Human Resources
Finance and Accounting
Back OfficeAdministration
Payment Processing
CRM (Customer RelationshipManagement)
Tech Support
Web Hosting
Technology Service Outsourcing
Web Security & Solution
Web
Designing/Development/Maintenance.
Logistic Management
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Reasons for Outsourcing
yCost Advantages
y
Innovation and speed to marketyIncreased Customer satisfaction
yEconomy of sale
yAvailability to skilled personnel alsoincrease the quality of service
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Types of Activities suited to outsourcing
1. Front Office
y Inbound Sales
y
Outbound Sales2 Back Office
y Accounting
y Data Entry
y Database Management
y
Human Resources
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Benefits ofBPO
yIncrease productivity
y
Cut operational costsyProvide better service
ySave costsyImproved accountability
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A call centre is a placeA call centre is a place
of network of places, where a customers queries canof network of places, where a customers queries can
be dealt with satisfaction to the customer. A call centrebe dealt with satisfaction to the customer. A call centre
is a place, which interacts with the customers, either byis a place, which interacts with the customers, either bymaking or receiving calls, for business purpose. It ismaking or receiving calls, for business purpose. It is
the core work of the call centre.the core work of the call centre.
CALL CENTRECALL CENTRE
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Call Center Services
Call centers provide various services andthey are totally customizable to the needs ofeach industry and organization. If you are aweb solution provider and want to outsourceyour customer care service, customer carecall centers offer the following services:
Customer care Complaint center Customer satisfaction Troubleshooting Order processing
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Call Center er i es
If you are a multinational companyselling electronic equipments online,your hired call center may provide youwith following services:
Online Order processing
Live chat Customer care via web or phone Complaint center
Troubleshooting
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Kinds of Call CentreKinds of Call Centre
According to Geographical location:According to Geographical location:--
DOMESTICDOMESTIC--Receiving & Making calls in same country.Receiving & Making calls in same country.INTERNATIONALINTERNATIONAL--Call made in one country & receivedCall made in one country & received
in other country.in other country.
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Types fCall Centre
Inbound Call Centre
Outbound Call Centre
Web Enabled Call Centre CRM Call Centre
Telemarketing Call Centre
Phone Call Centre
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Inbound Call Centre
The inbound call centers are thosethat only receive the calls usually ontoll free numbers from the customers.These call centers provide 24 hoursservice to all customers.The primary goal of these call centers
are to receive product orders, helpcustomers, to find dealer location.
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Out undCall Centre
Outbound call centers deals with
telemarketing and productpromotion. It requires technicalexperience and expertise to ensure
the clients that you are thecompany that is best.
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Web EnabledCall Centre
Web enabled call centers areprevailing throughout the worldrapidly. Web enabled call centersdeal with online transaction and livechat.
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Telemar etingCall Centre
These call centers deal withtelemarketing and promotion ofservices. Their primary goal is topromote sales and customersatisfaction.
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PhoneCall Centre
They are usually automated callcenters that rout the calls and usesIVR technology. These call centerscan be used for asking bank accountbalance, pin numbers, telephonenumbers and other information.
Computers replies pre recordedanswers.
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InboundCall Centre
An Inbound Centre is one thathandles calls coming in from
outside, most often throughtoll free numbers. These callsare primarily service andsupport calls, and inboundsales.
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Services ofan inbound call center
Inbound call centers are designed to takecatalog orders, help desk queries, dealerlocations and more. They offer customizedservices according to the business they are
dealing and hence give constant orientationand training to there employees working forthat particular project. The inbound callcentre professionals process calls andintegrate Interactive Voice Response. Theyalso use Internet services to sell additionalproducts and offer services in a dedicatedenvironment.
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Apart from this they also integratecustomer care services, predict customerbehavior and take action accordingly,while the customers are still on the line.So it can easily be said that in this
business you have to be on your toes allthe time. The inbound call center employa dedicated team of live operators,account representatives and program
managers. Offering 24/7 operatoravailability for the customers, these callcenters provide round-the-clock accountmanagement. Attention on detail is a
must trait for surviving in this business.
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Inbound call centres offer
communication services specificallydesigned to maximize theefficiency of direct marketing
efforts or to be a part of thetechnical support team of theclients. They help the business in
building a successful long-lastingrelationship with customers andhence ensure the growth of the
business.
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For xample Customer Service
Toll Free Response
Help Desk
Seminar Registration Inquiry Handling
Technical Support
Representatives in inbound call centres are
called CSRs (Customer Service
Representatives)
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Inbound Call Center offers
Skilled, professional, customer supportand technical service representatives Experience with programs similar toyours Rapid response to market conditions Market research Account management expertise
Enhanced reporting capabilities Market testing capabilities Improved market coverage Faster ramp-up, launch, and roll-out of
new campaigns
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Ser i esProvided
Banking & Finance
I.T & Telecommunications
Insurance & Mortgage
Public Transportation
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OutboundCall Centre
In Outbound Call Centresthe calls are initiated by
the representatives,mostly with the aim to sell
a product or service to acustomer.
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OutboundCall Centre
Outbound Call Centers depends on thetechnological solutions, extensiveexperience, quality assuranceprograms and commitment to customerservice excellence that further ensuresmaximum results from the direct
marketing efforts for its success. Thebusiness depends on three basic thingstraining, research and persuasion.
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The success of this business is thetraining of the agents to becomecompetent and persuade thecustomer. This takes a lot of skilland practice. For a call canterbusiness to do well it is importantthat constant training be provided
to the agents and they shouldknow all the latest techniquesemployed.
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The outbound clients benefit from therigorous adherence to highly cost-effective, results-based production andmanagement processes. The key tosuccess is the thorough understanding
of the business. Having understood thedifferences between business-to-consumer and business-to-businesstelemarketing, the outbound call centers
use experienced management to focuson the unique requirements of eachclient and their targeted market.Incentive are offered to motivate the
agents.
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Outbound Call Centre Services are:
Direct Mail Follow-up
Production Promotion
Debt Collection Appointment Scheduling
Up Sell/ Cross Sell Campaigns
Market Intelligence Surveys Information and Literature Fulfillment
Customer Satisfaction
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Industriessuites toOutbound:
Banking & Finance
I.T & Telecommunications
Insurance and & Mortgage
Tourism, Travel Industry &
Hotels
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Types of Dialers
Manual Dialer
Progressive Dialer
Preview Dialer
Predictive Dialer
Predicative Hang-upDialer
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Progressive ialer
A device that presents the accountinformation and phone number onthe screen after the number is dialed
This dialer is more automated than apreview dialer but less automatedthan a predictive dialer.
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Preview ialer
A device that presents theaccount information and phone
number on the screen to allowthe agent to preview theinformation before instructing
the dialer to dial (or not dial)the call
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Predi tive ialer
A device used to automate themethod of making outbound calls
and directing them to an agentwhen a live person answers
Predictive dialing screens out other
responses such as answeringmachines, busy signals or operatorintercepts and records the result
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Predi tive ang-up
The call attempt is abortedduring the progress and
before the customeranswers
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Automatic Call Distribution ACD
A software feature that routes a callgroups of agents (also called a queue)based on first-in, first-answered criteria.The guiding principle is that the callerwho has been waiting the longest will befirst the caller routed to the next
available agent. The agent that receivesthe call will be either the first availableagent or the agent that has beenavailable for the longest period of time
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Computer Telephony Integration
(CTI)
A method of connecting your telephonesystem to your database to permit fasterand more efficient handling of calls. Mostcommonly this will allow you to pop yourcallers details up on to the agentsscreen when the calls connects.
Screen pop is a function of CTI, CTI willdirect the data screen of the callingpersons account to the terminal of the
agent as the call is being routed
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Basi Technologies
Automatic Number Identifier (ANI)
A telephone service that provides thetelephone number of an incoming
call A signal that software programspick up the moment some calls in
and then route that call to theappropriate rep and display thecallers record of info in front of them
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Call/ Contact Blending
The process of combing the flow ofinbound/ outbound calls and othercontacts such as email or webtransactions to a set of agents.
Contact blending can beaccomplished manually or by means
of automated systems that route thecontacts to the agents.
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AbandonedCall/ Contact
A call or other type of contact that hasbeen offered into a communicationsnetwork or telephone system, but isterminated by the person originating thecontact before any conversation happens.In an outbound calling scenario,
abandoned calls refer to connects thatare disconnected by the automated dialeronce live contact is detected and noagent available to match up with the call.
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Interactive Voice Response (IVR)
A
device which automates retrieval andprocessing of information by phone usingtouch tone signaling or voice recognitionto access information residing on a server
to give a response. The response may begiven by a recorded human voice or asynthesized ( computerized voice. IVR is
used in applications such as Banks byphone or check on my order which notonly distributes information but collectsinformation as well
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Voice over Internet Protocol (VoIP)
Transportation of voice calls across theinternet
Talk Time
The elapsed time from when a person
answers a call until the call isdisconnected by a person
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Wrap-UpTime
The time required by an ACDagent after a conversation is
ended, to complete work that isdirectly associated with the callsjust completed. Does not include
time for any other activities suchas meetings, breaks,correspondence
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After Call Work (ACW)
Work immediately following aninbound call or transaction. If work
must be completed before agent canhandle next contact, then ACW isfactored into average handle time.
Work may involve keying activitycodes, updating database, filing outforms, placing an outbound contact
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Integrated Services Digital Network
(ISDN)
A set of internationalstandards for telephone
transmission. ISDN providesan end-to-end digital network,
out-of-band signaling, andgreater bandwidth than oldertelephones services
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IdleTime
Time waiting for a call
Key Performance Indicator
Reflects organizational goals Change in sales volume from month
to month
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Salesper our (SPH)
A sale per hour refers to a totalnumber of sales divided by totalnumber of hours
Sales per Day (SPD)
A sale per day refers to a totalnumber of sales divided by totalnumber of days
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Modes of PaymentPaying Method
- Transaction Card Present Transaction (CPT)
- Card holder Physically present
Card Not Present Transaction(CNPT)
- By Phone, Web, Fax
Only large companies arepreferred or allowed to makeCNPT
CNPT carries higher risk of fraud
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There are two basic modes of payment
in telemarketing
By Credit CardBy Cheque
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ModesofPayment
1 VIS Visa Startswith 4
Has 13-16 digits
2 AMX American Express Starts
with 3
Has 15
digits
3 DC Diners Club Startswith 3
Has 14digits
4 DIS Discovery Startswith 6
Has 16digits
5 MC Master Card Starts
with 5
Has 16
digits
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Automated Clearing House (ACH)
ACH is an electronic network.
It transfers and clears funds betweenbanking institutions.
It takes 48 hours to clear
ACH is the term used in US
In UK it is known as BACS (Banks
Automated Clearing Services). InAustralia it is known as APCA (AustralianPayment Clearing Association). In Canadait is known as ACSS (Automated Clearing
Settlement System).
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IdentityTheft
Identity theft is a crime.
Identity theft is the wrongful use ofanothers personal data for economicgain
E.g. your bank account number, socialsecurity number, credit card numbercan be used for this deception
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SSN/ SIN/ NI/ TFN
These numbers are issued tocitizens, residents and temporary
working residents. It is used for taxation purpose
These number has become de
facto national numbersThese numbers are the source to
access Credit Report
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Credit eport
A document which shows a individuals
It has creditability rating which from 500-1000
This rating is also known as BeaconScores.
Credit Bureau which maitains this reportare
1. Equifax 2. Trans Union 3. Experion
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Digital Contract/ Signature:
After the sale is made the call istransferred to a verifier who states theterms and conditions to the customer
who in turn accepts the terms andstates a yes. This conversation isrecorded and saved as file.
The recording/ file are called DigitalContract or Signature
It is a legal contract
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VoiceVerification:
For verification process:
The customer has to be 18 yrs of
age or aboveRecording Permission
Verbatim (material, price,
cancellation)
Payment mode
Customer Service Number