BHARAT SANCHAR NIGAM LIMITED, DURG A REPORT ON SETTING UP A TELECOM CALL CENTRE

SUBMITTED TO: Mr. S. Khandelwal (SDE) Mr. S. Nag (DE)

PRESENTED BY: Nitin Kumar Upadhay Gaurang Thakur Avinash Kumar Roy Jagsir Singh Chauhan Gourav Kumar Mishra

A call-center is a centralized office for receiving and transmitting large volume of requests by telephone

All the telephone headsets are connected with a telecom switch and one or more supervisor stations.

.It can be independently operated or networked with additional centers, often linked to a corporate computer network including mainframes, microcomputers and LANs.

. when you dial a UAN [Universal Access Numbers ] or any other support number, your call is redirected to one of many call agents present at the call center. If all agents are busy then your call might be queued.

.The connection used is ISDN PR(I/A) which provides end to end digital connectivity

The connection is of two type 1. Basic rate access – provides 2 channels2. Primary rate access – provides 30 channels

.The computers are used to access customer records, product information, ordering status, transaction history and many other types of data.

The call center area, usually on an electronic display board, you can see how many calls are waiting on hold and how long the longest caller has waited.

.The PACER is a call center phone system that handles inbound and outbound calls for a wide range of contact centers.

.The PACER includes ACD and IVR components, plus call recording capability

.The PACER has predictive dialing capability

. The PACER communicates with applications written on Unix, Linux, or PC servers over a LAN.

.The call center is connected to the outside world via PBX through communication channel

.Calls are coming to PBX and depending on the dialed number DNIS (Dialed no. identification services) a number of subscription ANI ( Automatic Number Identification ), CLID ( Calling Line Identification) by dialing menus-collect digit, calls are forwarded to the call center where the system takes control of the conversation.

.Connecting capacity of a call center depend upon the COMMUNICATION CHANNEL.

.The ACD (automatic call distribution) as an embedded as integral part of PBX

.ACD provides automatic connection of incoming calls according to different partition.

.ACD is a simple partition of searching an agent group for the treatment of a large number of similar call. .

INTERACTIVE VOICE RESPONSE (IVR)

.IVR (Interactive voice response) helps incoming callers route themselves to the appropriate call center or department.

. IVR technology is also used internally by agents to contact other call centers

. Computer telephony integration is a form of call center technology that sometimes works in conjunction with an IVR system.

.When callers input their service phone number or another piece of personal data into the automated IVR system, it automatically pulls up the customer's account for the agent.

The Call Center MatrixThose who operate call centers, classify their activity in two ways. The first is if they handle inboundtraffic or outbound traffic;

•An in-house call center, doing inbound work•An in-house call center, doing outbound wrk•An outsource call center, doing inbound work•An outsource call center, doing outbound work

the second is whether they are an in-house or outsource operation. Therefore, there are four possible outcomes.

PREMISE BASED CALL CENTER

.A premise-based call center typically consists of a room full of agent

.Prominent in that room is the ACD

.Down the hall from that room sits the MIS and telecom department

.The teams of consultants and systems integrators who managed to get all of these systems talking to each other using CTI

.CTI is a complex technology required to integrate the disparate worlds of computers with telephone systems.

Outsourced Call Center .An outsourced call center is very similar to a premise-based call center.

.Call center outsourcers effectively run entire call centers on behalf of their clients, terminating their clients' toll free and other call traffic on their own premises.

NETWORK BASED CALL CENTER

.A Network-Based Call Center (NCC), sometimes known as a Hosted Call Center, also has the room full of agents

.But no huge telecom and MIS department to keep it all running.  No consultants trying to get it all to work together.

.All of the equipment is somewhere else, hosted by a service provider that specializes in running call center equipment.

.The new generation NCCs are not based on the legacy central office (CO) switch environment

.They are based entirely on IP technology, using open computing platforms.All-IP NCCs remove the circuit switch from the equation the only thing between the service provider and the agents is a managed IP network.

.Agents are required to have PCs since there's no circuit switch, the agent has no phone, only a high quality headset connected to the PC.

.Agents can be distributed at multiple regional locations or even work from home with DSL or cable modem connections.

.New generation NCCs have a significant advantage over legacy equipment in the integration arena

ere is no longer a need to bridge the computer-telephony abyss with CTI

.By sharing a common computing system framework with call center applications like CRM, NCCs can achieve a much more elegant, robust and feature rich integration. This gives rise to the term "computer-to computer integration," or CCI

.By keeping the integration between the NCC and the other call center applications entirely in the computing domain, it is possible to create a self-contained "call object."

.This allows calls to be passed from machine to machine, machine to agent, agent to agent, city to city and back again as complete entities.Th.

CALL CENTER SOFTWARE

.TELEMATION is a one of the Call Center CRM software application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate contact centers.

.It has extensive CTI (computer-telephony integration) features and is fully integrated with PACER phone system.

. The CRM software or database that the agent uses to resolve customer issues and track call resolutions recognizes the account, saving the agent time.

. CRM software is a critical call center technology that agents use to gain access to customer information.

.The software allows agents to make changes to customer accounts behind the scenes and also log details of why the customer called in.

THANK YOU