dwcc - call center technology
TRANSCRIPT
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CALL CENTERTECHNOLOGY
Objectives:
Familiarize with call center terms aswell as apply call center practices
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Discuss different areas of the call center business.
Understand the role of the call center agent in the
business. Understand and discuss the terminologies used in
the call center.
Identify the different materials and equipment usedin the call center.
Understand and apply the equipment and system
use.
Identify corresponding codes associated with the
system.
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The Call Center
A call center is an umbrella for a place
where calls are received in high volume.
Services of a Call Center
Sales, customer service, technical support,
marketing, and other technical services
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Functions:
Huge telemarketing center Fund-raising and collections organizationHelp-deskOutsourcersReservation for hotels and airlinesCatalog Retail E-tailing
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Other names:
Contact CenterCustomer Care Center Support CenterCustomer Contact ZoneMultimedia Access Center
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Types of Call Centers
Outsourcing or Merchantprovidesquality customer service to its clients
clients. In-house or Captivepart of the
company itself
Web-baseduses the internet to provideservices to its customers
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The Call Center AGENT
The person in charge of handling inbound and
outbound calls.
Has direct interaction with the customers and has
the responsibility of giving quality service all
the time.
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Other names:
Sales RepresentativeCustomer ServiceRepresentativeTelemarketer
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Skills:
Customer service orientedGood communication skills (grammar,pronunciation and articulation)Good listening skillsGood telephone personality People-orientedAble to do multi-taskingKnows how to do conflict managementComputer literate and knows keyboardingGood selling skills
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What is a Call?
A transaction or interaction between twoor more individuals.
Types of Call:
Inbound Calls
are calls made by thecustomer to a call center and an agentreceives it.
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Types of Inbound Calls
Catalog requests and order entry calls - arecalls made by the customer to a call center andan agent receives it. Sales Calls a type of call where customers call
in for sales purposes usually as a result ofadvertisements or infomercials. Customer Service Calls a type of call that is
encompassing since customers can call here toinquire, cancel, get refund and exchangeproduct.
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Outbound Callsare calls made by thecall center agent to the customer to offer apromotion, verify information or handle acertain concern of the customer.
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Call Center Glossary
Abandoned Call - call that has reachedthe call center but is disconnected before iteven reaches the agent. Lost Call.
After work call - done after an inboundcall by encoding a customers data, filling outforms or making follow up call to customer
to complete the transaction.
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Agent Group - cluster of agents that sharethe same split skills or can take certain typesof calls.
Agent Status - shows the current statusof an agent if hes taking calls, in ACW, isavailable, or in AUX mode.
Automatic Call Distributor(ACD) -highly specialized system that automaticallyanswers calls, queues and routes them toavailable agents.
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Automatic Number Identification(ANI) - a feature where customers phonenumbers are featured on the call master.Caller ID.
Auxiliary Work State (Aux) - work statethat does not involve taking calls.
Average Handling Time - amount oftime it takes on average to complete atransaction, including talk time and after-callwork.
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Beep Tone - an audible notification that aa call has arrived.
Calls in Queue (Queue Calls) - a real-time report that denotes the number of callsthat has reached the call center but has notbeen connected to any agent yet.
Double Jack (Buddy Jack) - the act ofplugging in two headsets into one call masterfor the purpose of two persons listening tothe same call.
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Local Area Network (LAN) - acommunication network that connects
computers inside a certain are or building.
Logged -on - the state where an agentmakes himself known to the system but does
not necessarily mean that he is ready to takea call.
Monitoring - the practice calls are listenedto by either the supervisor, sales coach orQA team to ensure the quality of calls.
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Split Skill - this is ACD routing divisionthat sends calls to specific group or groupswith the same split.
Talk time - the number of minutes that anagent has incurred from the time he hasanswered the call to the time the call is
disconnected.
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Toll Free Number - a number that enablescustomers to call outside their area withoutincurring any charges.
Wrap-up time - the time given to an agentin ACW to finish the work or task given.
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The Headset
Equivalent to a telephone. It is composed of theheadband (the receiver), microphone boom (thetransmitter), and the prong.
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Headbandreceiver that you hold up to your ear- can be bent to achieve best comfort and sound quality.
Microphone part that you hold next to your
mouth
- Can be bent and rotated for comfort and besttransmission.
Prong part of the headset that connects to the callmaster.
- Connect the prong on the pair on the pair of jacksfound on the side of the call master.
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The Call Master
Highly sophisticated and technologically
advanced phone system.
Used to make and receive calls and canalso be used as an answering machine.
Directly connected to the call centers
LAN
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PARTS
1. Volume control
button
2. A button
3. Dial Pad
4. Mute button
5. Release button
6. LCD
7. Timer
8. Log-out button
9. Log-in button
10. Aux button
11. ACW button12. Manual-In button
13. Work code button
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AUX CODES
Aux 1 First 15-minute break
Aux 2
30-minute meal break Aux 3 Second 15-minute break
Aux 4 Restroom break
Aux 5
Decompression Aux 6 Training
Aux 7 E-mail
Aux 8 Technical Issue
Aux 9
Admin Matters
Aux 10 Initial Log-in
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PROCEDURES
How to Log-in Press the log-in button and dial the log-in ID
Wait for the beep tone and check on the split
skill (Aux 10)
Press Manual-in to start receiving calls
How to Log-out
Press the log-out button
Press the release button
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How to Place a Call
Press A and dial the number and call
After the transaction, press release
How to do the work code
Press the work code button
Dial the split skill (401) + type of call (1) +
Pound sign (#)
Press manual-in to receive another call
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The System (Master Program)
Reminders on system use:
US zip codes consist of 5 digitsCanadian zip codes consist of 6 digits
(alphanumeric)
When getting the email address, the ATsign is encoded as: @ and the underscore
symbol as: _
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The credit card expiration date should have
the month and the year. It should have 6digits.
On processing order payments:
We accept 4 Major Credit Cards American Express (Amex) > begins with 37; 15 digits
Visa > 4; 13 or 16 digits
Master > 5; 16 digits Novus/Discover > 6011; 16 digits
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We accept 2 Debit/Check cardlogos: Visa > begins with 4; 16 digits Master > begins with 5; 16 digits
Some companies require a CardVerification Value or CVV No. The last 3 digits that appear at the back of the credit card
on he signature box. (Visa, Master & Novus)
The 4 digits that appear on the front of the card above thecredit card no. on either right or left side. (AmericanExpress)
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Apartment in our system:
APARTMENT APT
DEPARTMENT DEPT
ROOM RM
SUITE STE
BUILDING BLDG
FLOOR FLR
SPACE SPC
UNIT UNIT
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LANDMARKS:
Avenue AVE
Boulevard BLVDCircle CIR
Court CT
Cove CVCrescent CRES
Drive DR
Estates ESTExpressway EXPY
Extension EXT
Fort FT
Freeway FWYGardens GDNS
Heights HTS
Highway HWYJunction JCT
Lake LK
Lane LNLoop LOOP
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Mall MALL
Manor MNR
Mount MT
Mountain MTN
Oval OVAL
Park PARK
Parkway PKY
Place PL
Plaza PLZPoint PT
Ridge RDG
Square SQ
Street ST
Terrace TER
Trail TRL
Turnpike TPKE
Village VLG
Vista VIS
Walk WALK
Way WAY
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US STATE CODES
AL Alabama HI HawaiiAK Alaska ID IdahoAZ Arizona IL IllinoisAR Arkansas IN Indiana
CA California IA IowaCO Colorado KS KansasCT Connecticut KY KentuckyDE Delaware LA Louisiana
FL Florida ME MaineGA Georgia MD Maryland
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MA Massachusetts NM New Mexico
MI Michigan NY New York
MN Minnesota NC North CarolinaMS Mississippi ND North Dakota
MO Missouri OH Ohio
MT Montana OK OklahomaNE Nebraska OR Oregon
NV Nevada PA Pennsylvania
NH New Hampshire RI Rhode IslandNJ New Jersey SC South Carolina
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SD South Dakota
TN Tennessee
TX Texas
UT Utah
VT Vermont
VA Virginia
WA Washington
WV West Virginia
WI Wisconsin
WY Wyoming
US DISTRICT,
TERRITORIES &COMMONWEALTHS
AS American Samoa
DC District of Columbia
GU Guam
NP Northern Mariana Islands
PR Puerto Rico
VI Virgin Islands
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PROVINCES AND TERRITORIES OFCANADA
AB Alberta NU Nunavut
BC British Columbia ON Ontario
MB Manitoba PE Prince EdwardNB New Brunswick Island
NL Newfoundland QC Quebec
and Labrador PQ QuebecNT North West Territories SK Saskatchewan
NS Nova Scotia YT Yukon