industries benefited by call center industry

8/2/2019 Industries Benefited by Call Center Industry

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San Pedro Manpower Development Institute:MS. CELESTIAL Intro to Call Center

Industries Benefited by Call Center Industry

Banking

Important processes being outsourced by leading Banks

Customer care

Maintaining financial statements

Banking internal auditing

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 processingThe 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 Page 1 of

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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

Logistics and courier: Services in this sector includes:

Mobile communications

Sophisticated bar-coding

Electronic funds transfer

Voice recognition

Tracking and Monitoring

Distributive and client-server technologies

Shipping and ports: Services in this sector includes:

Port management applications

Tracking and Monitoring

Liner Business applications

Billing related applications

Routing & Scheduling

Enterprise Applications Services and Integration

Cargo SecurityMortgage 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.


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Some of call center services for the retail industry includes:

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 onorders 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 andcomputer 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 non-specific agents. More sophisticated systems may route calls to more skilled agents, depending on the reasonfor 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 acall with the number of the calling phone. Used in call centers to forward calls to appropriate agents orgeographic areas. Also used by 911 dispatchers.

ASR (Automatic speech recognition):Technology used to provide information and forward calls, whichallows 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 achatterbot program that serves as an online customer service representative.

Collaborative Browsing (co-browsing): A technique used by agents to interact with customers using thecustomers web browser to lead them through a situation. May use email, fax, regular and/ or internettelephone as part of the interaction.

CRM (Customer relationship management): A corporate level approach for managing an organizationsrelationship with its clients. Generally, three components (operational, analytical, and collaborative) of a


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companys program must be in place in order to effectively acquire, provide services for, and retaincustomers. 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 atonce. In DID a block of telephone numbers is rented by a company without requiring a physical line for eachnumber. Each agent or workstation has an individual number. When all agents are busy, additional inboundcalls get busy signals or the agents voice mailbox. This service saves the cost of a switchboard operator andmakes calls go through faster.

DNIS (Dialed number identification service): A service used by 800 and 900 lines that tell whichnumber was called. It is useful for directing calls when companies deal with multiple numbers at the samelocation.

DTMF (Dual tone multi-frequency): Also known as touchtone phone (formerly a registered trademarkof AT&T), the signals that are generated when a caller presses the touch keys of an ordinary telephone. Eachkey 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 consideredFCR 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 internetprotocols 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 useridentifies until the issue is solved.

IVR (Interactive voice response): A computerized system at the front-end of calling centers which usesprerecorded prompts to identify caller needs, extract necessary information, and direct calls to theappropriate agent. Whereas, callers select options from voice menus using the telephone keypad, thenewest 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 higherrates 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 trunklines) and a computer to manage the switching of calls within a company. As the PBX is owned by thecompany rather than the LEC, it saves the cost of requiring a line for each user to the telephone companyscentral 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 agentavailability, the system saves the time an agent would spend in unproductive dialing. Smart predictivedialers use a prerecorded introductory message before connecting customers to an agent, further increasingproductivity 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 strategiesshould 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 ofcomputer responsiveness considered sufficient to the task required.

SL% (Service level percent): Percentage of calls answered within the determined time frame.


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Speech/ Voice Recognition: Ability of a program to recognize and carry-out voice commands. Moresophisticated 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 thetelephone 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, thecustomer will be put on a three-way call and the TPV provider will confirm the order. TPV aids in billingdisputes 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 beheld 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 severalsmall 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 estimatedwait time before an agent will be available. Caller can choose to wait on hold, or keep their place in thequeue 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 attractand retain more customers.

Web Self-Service: A computerized system that allows users to perform routine tasks over the internetwithout requiring live interaction.


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industries benefited by call center industry

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