22301167 16554111 bpo training presentation

Upload: pramilgovil

Post on 29-May-2018

220 views

Category:

Documents


0 download

TRANSCRIPT

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    1/73

    Ensign CDGK Call Centre Training Program

    BPO

    Introduction

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    2/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    3/73

    What is OUTSOURCING?

    Delegating a CompanysBusiness Processes

    ToThird Party

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    4/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    5/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    6/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    7/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    8/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    9/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    10/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    11/73

    Benefits ofBPO

    yIncrease productivity

    y

    Cut operational costsyProvide better service

    ySave costsyImproved accountability

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    12/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    13/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    14/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    15/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    16/73

    Types fCall Centre

    Inbound Call Centre

    Outbound Call Centre

    Web Enabled Call Centre CRM Call Centre

    Telemarketing Call Centre

    Phone Call Centre

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    17/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    18/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    19/73

    Web EnabledCall Centre

    Web enabled call centers areprevailing throughout the worldrapidly. Web enabled call centersdeal with online transaction and livechat.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    20/73

    Telemar etingCall Centre

    These call centers deal withtelemarketing and promotion ofservices. Their primary goal is topromote sales and customersatisfaction.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    21/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    22/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    23/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    24/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    25/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    26/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    27/73

    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)

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    28/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    29/73

    Ser i esProvided

    Banking & Finance

    I.T & Telecommunications

    Insurance & Mortgage

    Public Transportation

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    30/73

    OutboundCall Centre

    In Outbound Call Centresthe calls are initiated by

    the representatives,mostly with the aim to sell

    a product or service to acustomer.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    31/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    32/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    33/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    34/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    35/73

    Industriessuites toOutbound:

    Banking & Finance

    I.T & Telecommunications

    Insurance and & Mortgage

    Tourism, Travel Industry &

    Hotels

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    36/73

    Types of Dialers

    Manual Dialer

    Progressive Dialer

    Preview Dialer

    Predictive Dialer

    Predicative Hang-upDialer

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    37/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    38/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    39/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    40/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    41/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    42/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    43/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    44/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    45/73

    Predi tive ang-up

    The call attempt is abortedduring the progress and

    before the customeranswers

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    46/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    47/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    48/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    49/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    50/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    51/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    52/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    53/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    54/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    55/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    56/73

    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.

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    57/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    58/73

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    59/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    60/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    61/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    62/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    63/73

    IdleTime

    Time waiting for a call

    Key Performance Indicator

    Reflects organizational goals Change in sales volume from month

    to month

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    64/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    65/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    66/73

    There are two basic modes of payment

    in telemarketing

    By Credit CardBy Cheque

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    67/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    68/73

    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).

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    69/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    70/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    71/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    72/73

    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

  • 8/8/2019 22301167 16554111 BPO Training Presentation

    73/73

    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