Module 1: INTRODUCTION TO CALL CENTER

What is a Contact/Call Center ?

What is a Contact / Call Center?

Definition: A Contact Center is a physical location where calls are placed/ received in volume for the purpose of sales, marketing, collections, telemarketing, technical support or other specialized business activities. A call centre or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers.

How does a call center work?

A call centre is often operated through an extensive 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.

Why do we need to have Contact Centers?

1.) Financial

Reduce expense Control costs Preserve Capital Avoid additional investment expense Competitiveness Improve Customer Satisfaction Increase efficiency and effectiveness Help solve problems stemming from the increased complexity of
technology

2.) Business

3.) Technological

Improve service level

Who are Customers ?

People who receive the product/service People who pay me They are the reason why I do my job People who want to use the services

Learning the Basics

INBOUND

OUTBOUND

Inbound VS Outbound Call Center

Inbound If the outside world initiates contact, then the contact center is said to be an inbound contact center.

Outbound Conversely, if the contact center itself is responsible for initiating contact, then the contact center is said to be an outbound contact center.

Why do customers call a Company? INBOUND

o To order/buy a product o To get information on product/services

o To complain about a product/service

o To contact a help desk oTo understand their bills and make possible payment plans

Why do Companies call up customers?OUTBOUND

o To sell a product/service o To collect outstanding payments o To collect information/take feedback oFollow-up regarding open issues

Call Center Equipments

Computer

Phone

Headset with Amplifier

Call Center Line of Business

Customer Service

Technical Support
Sales/Marketing

Collections
Retention

Directory Assistance
Foreign Language and Special Handling

Why are our customers important ?

Revenue
Due to customers, company generates income

Market Reputation
We are brand ambassadors of GENPACT Everything we do and say we represent GENPACT to our clients

Competitive Advantage
As we provide better service and value our customers, we will have an edge over the
others in the industry.

Catalyst for Learning and Change Being adaptable and constantly looking for improving our ways of working Adapt to new changes

What do customers want?

Minimum needs:

Timeliness always delivering on or before time

Accuracy being at 100%; Free from technical errors Efficiency/Reliability/Consistency always delivering services which are dependable and should be fully optimize Honesty human quality of communicating; acting truthfully related to truth as a value Flexibility responsive to change; adaptable Quality high degree of excellence

What do customers want?

Additional needs: Respect/Friendliness respect the customers situation and feelings Fairness treating all customers alike Responsiveness/Assurance use the I factor i.e. I will take care of your needs. Empathy identification with and understanding ones situation, feelings and motives Problem Resolution always ready to provide appropriate solutions/suggestions Recovery

We are here to WOW our customersthe key to rise above mediocrity!

When X the customers expectation is way above reality?You have a dissatisfied customer X the customers expectation meets realityyou may have a satisfied customer

the reality exceeds customers expectationWOW, you have a Delighted Customer

Product Knowledge Problem Solving Customer Delight Etc.

Call Handling Time

Always Remember...
We are not talking to an instrument, Neither an answering machine... We made a choice to be here and assist our customers who are people like us , someone in flesh and blood, and not mere statistics!!!

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