Dwcc - Call Center Technology

7/29/2019 Dwcc - Call Center Technology

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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

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