call centre
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Rogers Communications - Call Centres and Satellite Offices
1 Rogers uses all Canadian based call centres for their Rogers, Fido and Cityfone brand names, and some offshore call centres for the Chatr division. The Canadian centres are
operated by the Rogers Shared Operations (RSO) division at various
satellite locations. These locations not only serve as call centres, but may also serve as satellite management offices
away from the head office in downtown Toronto. Listed below are the location of
their offices:https://store.theartofservice.com/the-call-centre-toolkit.html
Call centre
1 In addition to a Call Centre, collective handling of Letter (message)|letter,
fax, live support software, and e-mail at one location is known as a
'Contact Centre'.
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Call centre
1 A Call Centre is operated through an extensive open workspace for
Customer representative|Call Centre agents, with work stations that
include a computer for each agent, a telephone set/Headphones|headset connected to a telecom switch, and
one or more supervisor stations
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Call centre - Technology
1 Call Centre technology is subject to improvements and
innovations
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Call centre - Technology
1 Historically, Call Centres have been built on Private branch exchange|PBX
equipment that is owned and hosted by the Call Centre operator. The PBX might
provide functions such as Automatic Call Distribution, Interactive Voice
Response, and skills-based routing. The Call Centre operator would be
responsible for the maintenance of the equipment and necessary software
upgrades as released by the vendor.https://store.theartofservice.com/the-call-centre-toolkit.html
Call centre - Technology
1 'Virtual Call Centre Technology'
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Call centre - Technology
1 The vendor's telephony equipment then connects the calls to the Call Centre
operator's agents.
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Call centre - Technology
1 'Cloud Computing for Call Centres'
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Call centre - Technology
1 Cloud computing for Call Centres extends cloud computing to Software as
a service, or hosted, on-demand Call Centres by providing application
programming interfaces (APIs) on the Call Centre cloud computing platform
that allow Call Centre functionality to be integrated with cloud-based Customer
relationship management, such as Salesforce.com or Oracle CRM and leads
management and other applications.
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Call centre - Technology
1 The APIs typically provide programmatic access to two key
groups of features in the Call Centre platform:
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Call centre - Technology
1 Computer Telephony Integration (CTI) APIs provide developers with access to basic telephony controls and sophisticated call handling on
the Call Centre platform from a separate application.
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Call centre - Technology
1 Configuration APIs provide programmatic control of
administrative functions of the Call Centre platform which are typically accessed by a human administrator through a Graphical User Interface
(GUI).
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Call centre - Dynamics
1 Call centre staff are often organised into a multi-tier support system for
more efficient handling of calls
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Call centre - Dynamics
1 Call centres have also been the subject of complaints by callers who
find the staff often do not have enough skill or authority to resolve
problems, while the staff sometimes appear apathetic
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Call centre - Dynamics
1 Telephone calls are easily monitored, and the close monitoring of call centre staff is widespread. This has the benefit
of helping the company to plan the workload and time of its employees. However it has also been argued that such close monitoring breaches the
human right to privacy. Most call centres provide electronic reports that outline performance metrics, quarterly highlights and other information about
the calls made and received.
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Call centre - Varieties
1 *Inbound Call Centre - Exclusively or predominantly handles inbound calls
(calls initiated by the customer).
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Call centre - Varieties
1 *Outbound Call Centre - One in which Call Centre agents make outbound calls to customers or sales leads.
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Call centre - Varieties
1 *Blended Call Centre - Combining automatic call distribution for
incoming calls with predictive dialling for outbound calls, it makes more efficient use of agent time as each
type of agent (inbound or outbound) can handle the overflow of the other.
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Call centre - Varieties
1 *Telephone answering service - A more personalised version of the Call
Centre, 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.
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Call centre - Criticism and performance
1 Criticisms of call centres generally follow a number of common themes,
from both callers and call centre staff. From callers, common
criticisms include:
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Call centre - Criticism and performance
1 (2005) Manage Your Human Sigma, Harvard Business Review Call centres
are beginning to address this by using Agent-assisted Automation to standardise the process all agents
use
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Call centre - Mathematical theory
1 Queueing theory is a branch of mathematics in which models of
queueing systems have been developed. A call centre can be seen as a queuing network. The models can be applied to answer queueing
questions for call centres. The most widespread queueing model used is
the Erlang unit|Erlang C Formula.
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Call centre - Mathematical theory
1 Call centre operations have been supported by mathematical models beyond queueing, with operations research, which considers a wide
range of Optimization (mathematics)|optimisation problems.
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Call centre - Media portrayals
1 Indian call centres have been the focus of two documentary films, the 2005 film Nalini by Day, Nancy by Night and the 2006 film Bombay
Calling. An Indian call centre is also the subject of the 2006 film
Outsourced (film) and a key location in the 2008 film, Slumdog Millionaire.
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Call centres - Varieties
1 *Inbound call centre – Exclusively or predominantly handles inbound calls
(calls initiated by the customer).
https://store.theartofservice.com/the-call-centre-toolkit.html
Call centres - Varieties
1 *Outbound call centre – One in which call centre agents make outbound calls to customers or sales leads.
https://store.theartofservice.com/the-call-centre-toolkit.html
Call centres - Varieties
1 *Blended call centre – Combining automatic call distribution for
incoming calls with predictive dialling for outbound calls, it makes more efficient use of agent time as each
type of agent (inbound or outbound) can handle the overflow of the other.
https://store.theartofservice.com/the-call-centre-toolkit.html
Call centres - Varieties
1 *Telephone answering service – A more personalised version of the call
centre, 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.
https://store.theartofservice.com/the-call-centre-toolkit.html
Call centres - Mathematical theory
1 (Erlang's C formula is such a result for an M/M/c queue and
approximations exist for an M/G/k queue.) Statistical analysis of call
centre data has suggested arrivals are governed by an inhomogeneous Poisson process and jobs have a log-
normal distribution|log-normal service time distribution.
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The Daily Telegraph (Australia) - Call centres in India
1 The paper even sent a journalist to Bangalore, Luke McIlveen, and a
photographer to verify this claim.[http://www.abc.net.au/mediawatch/transcripts/s1766278.htm Media Watch: Front
Page — Bad Line For Bangalore] (16 October 2006) ANZ strongly denied the claim, stating that they do not employ
overseas call centre staff in India.http://www.abc.net.au/mediawatch/transcripts/ep36anz2.pdf Subsequently, ANZ pulled all of its advertising from News Corp
Australia|News Limited, including Foxtel and News websites
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HSBC Malta - Malta Call Centre
1 In April 2006 HSBC announced that it would be opening a new call centre in Malta, with an investment of €7 million and the creation of 350 jobs. The centre
will deal with calls from HSBC Bank (Europe)|HSBC Bank's customers in the
United Kingdom, and operate as a branch of that company, under the
oversight of HSBC Malta management [http://www.timesofmalta.com/core/arti
cle.php?id=222258].https://store.theartofservice.com/the-call-centre-toolkit.html
List of Hollyoaks locations - Call centre
1 Later in 2009, all of the staff quit and the call centre was ultimately shut down.
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