What is Call Center
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InTeliSales - Communication Respect Trust
InTeliSalesCommunication Respect Trust
Call Center Introduction
Course Code: ITS-CCI101
www.intelisales.com
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Course Description
This course is for beginners who are
interested in getting to know the Call
Center Industry.
Trainer: To Be Announced (TBA)
Daily Hours: Eight (1)
Total Hours: Eight (1)
Training Days: Any Day
Course Duration: One Day
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Agenda
Business Process Outsourcing (BPO)
Call Center Industry Introduction Types of Call Centers
Call Center Operations
Call Center Technologies
Call Center Human Resources
Call Center Future in Pakistan
Call Center Careers
Agent Job Descriptions Team Leader Job Descriptions
Call Center Manager Job Descriptions
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Business Process Outsourcing
(BPO) BPO is the business practice of using
specialized people or companies outside of the
main business area
Example: Mobilink has a Sales department
somewhere rather than in their business areaUSAGE
For cost consideration
Need more expertise by hiring an external source
To get rid of legal issues that are with human resources,
insurance, and government
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BPO
Growth in Pakistani MarketBanks IT is being outsourced to local IT firms
Local Telemarketing
Transportation
Key Drivers for GrowthAttempt to focus on core Competencies
Desire to improve Service Levels Agreements
(SLA)Aim of reducing internal costs
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Types of Call Centers
INBOUND
Technical Support
Sales Inquiries
Customer Support
OUTBOUND
Telemarketing Sales
Appointment SettingSales Follow Ups
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Call Center Operations
Operation is from Bottom Up
Efficient Staffing
Available Technologies
Efficient Call Handling
Able to Handle Peak Hours
Increased Management
Control
Backup Coverage
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Call Center Technologies
Voice over Internet Protocol (VoIP)
Interactive Voice Recording (IVR)
Automatic Call Distributor (ACD)
Predictive Dialer (PD)Predicts human voice
Power Dialer (PD)
Fast Dialer does not predict human voice
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Call Center Human Resources
Agents
Supervisors/Team Leaders
Managers/Assistant Managers
Executive ManagersDirectors
Shareholders
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Call Center Future in Pakistan
2000 Over 20 call centers in Pakistan
2003 Local banks have their own call
center
2004 100+ call centers in Pakistan2006 Indian call centers outsourcing to
Pakistan
2007 50+ 5-seats call centers2008 Self Employed
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Call Center Careers
Western experience
Higher labor availability
Good accents
Fair comprehension skillsLow cost talent pool
Good Infrastructure
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Agent Job Description
Must be fluent in English
Must be high school pass
Must be proficient in Internet technologies,MS Office (Excel, and Word)
Be flexible to work at nights shifts
Able to dial consistently
Able to meet project deadlines
Able to dial 350 calls per day
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Team Leader Job Description
Provide coaching and training to agents
Develop action plans for projects
Consistently convey a positive attitude to
teammates and callers/customersConduct CSR applicant interviews and
recommend desirable candidates
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Call Center Manager JobDescription Manage people and systems to maximize quality and
quantity of service Manage to a budgetary plan based on monthly forecasts,
profit and loss, revenue and expenses
Strategic planning for call center operations, etc.
Maintain open lines of communication with other
departments Stay informed on the call center industry
Meet any legal and/or regulatory requirements
Meet call center reporting requirements
Attract, develop, and retain a diverse work team Develop programs and action plans to meet service and
productivity goals