Topic- Call Centre jobs, Transcription /

Learning Management System (LMS)

Submitted by:
Divya pillai

Name:

Option: English
Roll
no.:16514379007

Call centre jobs

In todays call centre environments, IT managers are confronted with many
challenges ranging from optimizing call agent productivity and call centre efficiencies
to controlling overall operational costs. In most cases, call centres are geographically
dispersed multi-site operations which often include remote agents. These are
commonly referred to as virtual call centres. Another approach gaining momentum is
the hosted call centre which involves a service provider delivering both the multi-site
connectivity along with the call centre processing systems. However, all approaches
whether they be centralized, distributed, or hosted require seamless customer facing
interaction. In addition, capabilities for multimedia communication supporting a wide
range of services is critically important as call centres evolve into multi-service
contact centres. This whitepaper takes a deep look into the requirements, functions,
and technical methodology of how call centres can be deployed to optimize
resources in delivering high-value services. A call centre is a physical place where
customer and other telephone calls are handled by an organization, usually with
some amount of computer automation. Typically, a call centre has the ability to
handle a considerable volume of calls at the same time, to screen calls and forward
them to someone qualified to handle them, and to log calls. Call centres are used by
mail-order catalogue organizations, telemarketing companies, computer product help
desks, and any large organization that uses the telephone to sell or service products
and services. Two related terms are virtual call centre and contact centre. A call
centre or call center is a centralised office used for receiving or transmitting a large
volume of requests by telephone. An inbound call centre is operated by a company
to administer incoming product support or information inquiries from consumers.
Outbound call centres are operated for telemarketing, solicitation of charitable or
political donations, debt collection and market research. A contact centre is a location
for centralised handling of individual communications, including letters, faxes, live
support software, social media, instant message, and e-mail.

A call centre has an open workspace for call centre agents, with work stations
that include a computer for each agent, a telephone set/headset connected to a
telecom switch, and one or more supervisor stations. It can be independently
operated or networked with additional centres, often linked to a corporate computer
network, including mainframes, microcomputers and LANs. Increasingly, the voice
and data pathways into the centre are linked through a set of new technologies
called computer telephony integration.
In any business that deals with customers, a high volume of service-related calls can
be expected. Rather than letting your staff take up valuable time answering repetitive
questions - in fact, rather than having a full compliment of staff on hand at all - why
not

use

call

centre

to

handle

calls

for

your

customers?

Call centres can fulfil a variety of services which small businesses may find too
expensive to pay for on a full time basis, and which larger businesses may find
inefficient

to

run

in

house.

These

services

can

include:

You can arrange for inbound or outbound call centres. Surveys and marketing uses
make outbound services highly useful for businesses seeking to do market research,
while inbound call centres can receive calls in one centralized location.
Bi-Lingual Services allow you to widen your potential reach by offering two (or more)
language options to your customers. With a rising number of citizens speaking either

English or Spanish in America, these are two popular options, but other languages
are also available .I.e.:

Busy website owners may find order taking & fulfillment services at call

centers to be to their business' benefit.

Toll Free Customer Service is a huge advantage to using a call centre for

support of your product or services.

Conference & Registration is another area where call centers can provide
help.

How

does

Call

centre

help

in

professionalizing

language
Most call centre workers are well-educated. In most countries, employees must have
at least a high school level degree. Almost a quarter of call centres primarily recruit workers
with university degrees. In the United States, about 60 percent have attended at least a year
of university, and in the Netherlands, 52 percent. Of the nations surveyed for this report,
France has the highest proportion of workers who have attended university, at 72 percent.5
In newly industrialized countries too, a good education is often a prerequisite for call centre
work. More than 60 percent of centres in India hire primarily university-educated employees.
One of the workers interviewed for this report, Soudane Firas, a team supervisor and fiveyear veteran of call centre work in Tunisia, has a university diploma in economics and
business management.

Role & significance of Call centre

The key roles in the call center that can have an impact on reaching management

objectives are:
Agents They are the first point of contact and can, through proper training and
initiatives, deliver on multiple objectives through call resolution and efficient handling of

customer issues.
Supervisors Provide the foundation for success by contributing the needed
resources, guidance, feedback and organization for agents to perform at the highest level.

Agents might be on the frontline but supervisors are right there in the trenches too.
Quality Specialists Data miners, managers and sorters. By delivering valuable
insight from the data gained from thousands of contacts, Quality Specialists help all

departments improve coaching, process development, training and other key areas.
Workforce Planners Ensure that scheduling matches workload.

management can impact quality, efficiency, accessibility and other key objectives.
Technical Support (IT) Without the IT staff most inbound call centers would be in

Their

big trouble. They are tasked with keeping technology up-to-date and running smoothly. How
well the technology is programmed and functions has a significant impact on the call center

reaching its objectives.

Managers/ Director If the agents and supervisors are on the frontline,
management officers are the field generals developing the plan of attack. They need all
cylinders agents, supervisors, planners, IT firing and working together. They are
responsible for creating a culture that breeds success and delivers quality service. Each and
every person at the call center has an impact on achieving objectives to create quality,
efficiency, accessibility, and ultimately customer satisfaction.

Transcription / Learning Management System

(LMS)

Its a software application that is used to plan, deliver, publish and place self-paced
online courses in online catalogs. Employees login to the LMS by using a browser. They can
select courses from the online catalog and begin their online study. Alternatively, a manager
can assign courses to employees based on their learning needs.
An LMS allows managers and administrates to track course completions, current status or
performance of employees. In fact, all employee activities in the LMS can be tracked that
could be useful for performance evaluation, competency management and other related
functions.
Use of Management System (LMS):
An LMS today is a one-stop shop of hosting, assigning, managing, reporting and evaluating
eLearning courses. It can be used for a variety of educational, deployment and
administrative purposes. So, if we were to list down what you can do with an LMS, they
would be as follows.
Managing users, courses, roles, instructors, and generating reports:
This includes uploading courses, assigning roles, recommending courses and generating
various reports.
Making a course calendar:
This is a feature that enables LMS users to view the available training programs or courses
at one glance. As a result, they can send requests for registrations to those that they are
interested in easily.
Messaging and notifications by learners:
You can send reminders and notifications to employees on upcoming training events or
deadlines. You can also use the forum to promote existing eLearning courses to encourage
more registrations to your courses.
Assessments that can handle the student's pre/post testing:
You have assessments uploaded which can serve as a follow up to classroom training
programs. You can also have diagnostic assessments to assess the level of knowledge of
employees and assign suitable level to them.
Certification and display employee scores and transcripts:
In one location, you will be able to access employee scores and transcripts and maintain an
ongoing record of the performance of the individual. You can also certify employees who
have successfully completed courses.
About Transcription:
Transcribing spoken language phonetically is so straightforward that we simply write the
phonetic symbols that correspond to the sounds we hear. It isnt even necessary that we
understand what we hear, as long as we can recognize sounds and transcribe them. There
are two styles of transcription which are :
The first is called narrow transcription: its transcription that attempts to record every single
phonological feature (sound) of an utterance, whether it is important to meaning or not.
Narrow transcription is useful mainly when we are trying to show students their own foreign

accents, or when we are contrasting accents of English or comparing pronunciation of

English with pronunciation of other languages.
The second form of transcription is referred to as broad transcription. It documents only
the sounds that are important to meaning. This type of transcription is also called phonemic.
Broad transcription is used to show students how something should be pronounced. It
emphasizes only the sound differences that serve to distinguish meaning; tiny pronunciation
features that merely betray a foreign or regional accent are not transcribed. Broad
transcription is the type you would use in pronunciation keys, and indeed dictionaries use
broad transcription to show the pronunciation of words

English is only an approximate representation of the spoken language.

Use of Transcription:
One might ask what purpose phonetic transcription serves in English when
the written form of English already represents the way the language is
spoken. The following are some advantages of phonetic transcription.
English is only an approximate representation of the spoken language.
Phonetic transcription, in contrast, is an exact representation, without any
ambiguity, redundancy, or omission. In a phonetic transcription, every
symbol stands for one sound and one sound only. There are no silent
letters, nor are there any spoken sounds that are not represented in the
transcription.
Next, a phonetic transcription can be used prescriptively, to show
students how a given word or phrase should be pronounced. Stabler
(2012) points out that the transcription can represent a precise, standard
pronunciation, independent of the individual or regional accent of any
teacher or audio recording. It thus allows students to see the correct
pronunciation of an English word of phrase without the confusing influence
of any anomalies in an instructors speech, and provides a reliable, ideal
model

towards

which

students

can

work

in

their

pronunciation,

independently of the speech of any human instructor. Dictionaries use

phonetic transcription in this way to indicate the standard pronunciation
of

words.

Furthermore,

phonetic

transcription

can

be

used

diagnostically, to record and analyse the speech of students. Stabler

(2012) also explains that a student can often better understand his errors
in pronunciation if he sees them laid out in static visual form.
Students can compare transcriptions of their own speech to that of
model speech and see and correct their mistakes. In addition, phonetic
transcription is useful for showing the significant differences between the
pronunciation

of

isolated

words

in

dictionary

and

the

actual

pronunciation of those same words when they are grouped together in

connected speech. Students can see why connected speech is more
difficult to understand when they are shown the modifications in
pronunciation that occur in such speech, and they can learn what
modifications to expect and how to recognise them. They can also adopt a
more natural-sounding speech themselves by noting the standard
changes that occur in connected speech and emulating these themselves.

Transcription & LMS help in professionalizing a

language
As soon as we transcribe them, we show the difference in pronunciation.
Some English spellings are entirely ambiguous. If you see the spelling
entrance, you will need the context to decide whether it denotes the way
in, pronounced /entrns/, or the verb meaning to fill with wonder and
delight, to /ntrns/. Other homographs (same spelling, different
pronunciation and meaning) include bass, bow, buffet, does, gill, lead,
live, minute, putting, read, resume, tear, tinged, wind, wound. As soon as
we transcribe them, we show the difference in pronunciation. There are
also some tricky verb-noun and verb-adjective pairs. English has nearly a
hundred words of the type conduct, digest, incense, object, pervert, where
the same spelling is used for a verb, with final stress, and for the related
noun, with initial stress. Associated with the stress difference there is
often a difference in vowel quality, because of the phenomenon of vowel
reduction. Tiresomely, there are many other English disyllabic verb-noun

pairs where both are pronounced alike, with no difference of stress: thus
control, promise.
Help by Learning Management System:
Managing classroom training requires a lot of effort because these
trainings are influenced by the time and effort of participants and
facilitators. Additionally, it also costs heavily for the management. Any
mismanagement will cause terrible loss in terms of money as well as
valuable time and effort of participants and facilitators.
Everyone knows the importance and criticality of organizing classroom
trainings, especially when the participants are from various parts of the
world. In this virtual world, we may reduce the costs by conducting
trainings online. However, classroom training may be unavoidable in some
instances. Is there an easy procedure to manage classroom trainings
LMS may be the answer. You may have several questions in mind such as,
Will learning management system help you to manage these
training activities online?
Does it have capability to manage all the activities which are
necessary for the classroom training?
If we use LMS then should organizations change the process
according to the LMS workflow? Or
Can LMS be customized to match the organization-specific training
workflow?

So, let us see how LMS can manage all the activities which most of the
organizations use to conduct classroom trainings.
Training Calendar
When you create classroom training in the LMS, LMS will automatically
add it to the training calendar. As a result, all LMS users can view the
training calendar online and send registration requests based on their
interest and availability. We can plan and schedule all classroom trainings
for an entire year or any number of years.
Registration & Approval Process
The registration process is a very important factor in organizing classroom
training. LMS has the capability to allow participants to get registered
directly to the training or have one level of approval by their respective
manager before getting registered. Training managers or LMS
administrators can also register the trainings for a group of participants
based on the request from their managers.

Cancellation
Users can also cancel the registration after registration confirmation along
with the reason for the cancellation. Automatic notifications will be sent to
respective members based on the notifications configured in the LMS.
Waiting List Management
If classroom training is conducted in a training hall, then there may be
limited number of seats. For example, a trainer wants not more than 1015 participants per session. As all the registrations happen online at
various locations, it is important that there should be someone who takes
care of overbooking.
Again LMS can do this for you. You can set the capacity while creating the
classroom training and LMS will allow registrations based on the available
seats. If any participant/manager/LMS administrator wants to register over
capacity, then the registration status of those participants will be set as
waiting list. In the event of any participant cancelling the training
registration, then LMS will automatically confirm the registration of the
participant next in the waiting list and send the confirmation email
notification.
Prerequisites
In some training programs, it is required that participants complete some
prerequisite training before attending the classroom training. If there is no
LMS then there are chances that some participants may attend without
completing the required trainings or they may get registered without the
completion of required training. To solve these issues LMS has excellent
feature of prerequisites, which can be configured in the LMS. Participants
cannot send the registration request until they have successfully
completed the required training. Even managers or LMS administrators
cannot register if they try to register. Also this helps participants to
complete the prerequisites before registering to the classroom training.
Multiple Training Session

LMS can easily manage any number of classroom training sessions during
the week or even day. LMS can track the information about each session
separately. It will be useful information to the participants to know about
the training sessions in advance.
Training Status
Based on the training status, it is possible to restrict the registration
process. LMS doesnt allow registration if the training is in progress or
already completed. It also helps to set the start date and time of the
registration.
Conflict Management
This is another important activity in managing classroom training. We can
manage all the training halls for the classroom training. LMS will make
sure that there is no conflict of trainings in the same location. LMS also
takes care of conflict management of trainings. It makes sure that no user
will get registered to multiple trainings at the same date and time. It also
helps to know the availability of facilitators.
Attendance
Once the training sessions are completed, the trainer can take the
attendance online or it can be configured in the LMS to take the
attendance automatically and mark all the participants as attended. We
can set the status as No Show, Attended, Partially attended.
Notifications and Reminders
The main advantage of using LMS for classroom training is the possibility
to send notifications and reminders. LMS has a lot of automatic
notifications and reminders features, which will be sent to respective
members based on how it is configured for the particular classroom
training. Some of the notifications are: Registration request, Registration
approval by manager, Registration confirmation, Waiting list, cancellation,
confirmation after waiting list, update in the training session, etc. Some of

the reminders are: sending reminder notification before 1 week, couple of

days or any specific number of days.
Assessments
Some trainers would like to conduct a quick assessment immediately after
the training session. To achieve this, we can create training curriculum
and give access only after the completion of the classroom training. This
way, participants can complete the assessment in the classroom itself
using their laptops, ipads or any other mobile device.
Evaluation
Receiving feedback about the training can also be done online. You can
create specific feedback forms and add them to the training curriculum so
that participants can provide the feedback online. We can set this
evaluation form to be mandatory or optional to complete the training
successfully.
Certification
LMS can also provide customized certificates generated automatically
after successful completion of the training. Users can take a print or save
it for later reference. Certificate information such as training name,
participant name, training completion date, unique certificate code, score
and any other information will be displayed automatically from the LMS
data.
Reports
Another important aspect of classroom training is analyzing the training
outcome. LMS has lot of in-built reports which can give detailed
information about the training. Such as, how many classroom trainings
happen in a year in particular department? How many participants
attended? How many completed successfully? Detailed feedback of all the
participants, overall report on training, etc.

Role & significance of learning management system:

There are close to 600 varieties of LMS available for purchase today. Each
is unique, and possesses a feature set to meet the needs of a variety of
trainers and educators. Some common components or features that can
be found in many eLearning platforms include:
Rosters: A digital roll call sheet for tracking attendance and for sending
invitations to class participants.
Registration Control: The ability to monitor and customize the
registration processes of E learning curriculum.
Document Management: Upload and management of documents
containing curricular content.
Multiple device access: Delivery of course content over web-based
interfaces such as desktops, phones or tablets.
Distributed instructor and student base: Remote participation by the
instructor or pupil allows courseware to feature multiple teachers or
experts from across the globe.
Course calendars: Creation and publication of course schedules,
deadlines and tests.
Student Engagement: Interaction between and among students, such
as instant messaging, email, and discussion forums.
Assessment and testing: Creation of varied knowledge retention
exercises such as short quizzes and comprehensive exams
Grading and Scoring: Advanced tracking and charting of student
performance over time.
The LMS market is booming. With an increasingly mobile population and
distributed workforces the demand for eLearning is at an all-time high.
The online training business continues to evolve and adapt to new

learning challenges and technological capabilities. Future enhancements

of LMS technology:

Tighter integration into collaborative software platforms and

messaging frameworks, such as Salesforce and Zendesk.

Migration of data storage to network-based methods, commonly

known as the cloud.

Further integration with talent management software systems.

Anytime learning with wearable technology integration

Current trends in technology and business are favoring the increase of

collaborative, web-based applications, user-oriented design, and other
features that are often grouped together under the term Web 2.0. By
further inverting the traditional forms of interaction between instructors
and pupils, and enabling a great amount of content to be created and
managed more easily, the future of LMS appears to be a dynamic one.

Role & significance of Transcription:

Teaching English pronunciation is still abandoned in the syllabuses in
tertiary education in India. Although the course writers indulge the
speaking and listening activities for the learners, they are not immersing
phonetics in the curriculum. Till intermediate, the students in the most of
the states in India do not have the phonetics in their syllabus. It is
necessary to incorporate the phonetics from school studies so that the
learners may habituate to articulate words in a correct way. As phonetics
is not in the syllabus of high school standard in Southern places, the
learners do not realize their mistakes in their pronunciation.
Southern languages in India such as Telugu, Tamil, Kannada and
Malayalam dialects interfere in their pronunciation so that the errors will
occur in Indian pronunciation. For instance

1. God /ga:d/ /g d/
2. Marriage /m?re dz/ /m?r dz/
3. Hotel /h t l/ /h ute l/
4. Charisma /t? r sm / /k /
5. Vision /v dz / /v /

Conclusion
Since customer service is given a lot of importance all over the world
these days, thus call centers are in vogue. In order to keep up with their
competitors, all companies need to avail the many services and
advantages that call centers offer just to stay in the business. Call center
is an important department of modern corporations. The call center is
pivotal in tightening control over the labour process, to intensify work, and
transforming the experience of work. As a Portal of corporation a call
center is built to improve communications between firms and consumers.
The main role of a call center is to increase customer loyalty and to
manage the customers. In addition, call center is the E-Business center of
a corporation. It could supply many personalized services to cut down the
corporations service cost. Important demand related information from
customers can be collected by a call center to improve the service quality.
Most corporations perceive that efficient services are the most effective
weapon in the vigorous competition. The consumer markets are vast and

filled with competition. The consumers might become rational and

insatiable in the selection of products and services. Consumers have the
tendency to complain and change products or service suppliers when they
dont feel satisfaction in the products and services. So, it is necessary to
research

the

relationship

between

service

quality

satisfaction.

Reference

www.essayxperts.com/essay-importance-of-call-centres/
www.callcentertimes.com/Articles/Essays/tabid/126/Default.aspx
www.latrobe.edu.au/students/it/teaching/lms

and

customer