call center full report
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12-05-2010, 11:22 PM



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CALL CENTER
1. INTRODUCTION
Call center has tremendous impact on business. Call centers for selling goods and services, as well as call centers for providing customer care, is going to become a familiar part of the business of virtually every person.
Call centers also pioneered the developed of self-service via the telephone, using interactive voice response technology. It is providing a richer and friendlier environment for self-service transactions than the tone telephone.


Presented By:
By
K. Ratna Prabha,
(1799122).

2. OVER VIEW
A Call center is an area where several customer service representative (CSR) agents are located to man a bank of telephones and computer terminals. These agents are specially trained on telephone etiquette, the type of customer queries, that may arise and on how to respond to these queries in a quick and efficient manner.
A Call center can also equipped with an automatic call handling system like an Interactive Voice Response system (IVR) so that all routine, repetitive queries can be answered by the system with out the customer having to speak to a CSR agent.
3. TECHNOLOGIES
The following are the various technologies that companies can deploy to web-enable their call center operations in order to service their On-line customers.
. Contact Information
. Call Back
. Live Web Chat
. Voice Over IP (VOIP)
3.1 Contact information:
On most web sites there is a ËœContact Us Pageâ„¢, which usually consists of e-mail address and phone numbers for a company. Customers can access this information and either sends e-mail to the company or call theyâ„¢re traditional call center using the numbers provided on the site. Electronic mail messages can be tracked and answered using specific e-mail handling software.
3.2 Call Back:
In a Call Back request, a customer fills out an On-line form on a web site in order to request a return phone call. The form information is converted to a message and is sent to the Automatic Call Distribution (ACD) of the Call center. This message is then placed in a queue and a call back is triggered when the next agent is available, or at a time specified by the user when the call request was entered. However, call back requests are not very different from disconnecting from the dialing a phone number found on a web page.
3.3 Live Web Chat:
Live Web Chat is based on IP technology. This technology allows a customer on a web site to click on the live help button and be connected to an agent at a call center who can answer a customer query by sending text messages to the customer. Such systems allow calls to originate only from the Internet, and offer keyboard chat as the sole communication method.
3.4 Voice Over IP:
In IP-centric technology option, the call center agent can work with one appliance instead of two. The Multimedia PC provides both information and communication, eliminating the need for a separate telephone. There are three common approaches to VOIP based call centers.
. PC to PC:
In this approach both the customer and agent have multimedia PCs and then the customer clicks on a button on a website and is connected to an agent using VOIP .The agent can speak with the customer and answer all the customerâ„¢s queries.
. PC to Phone:
When a customer visits a website and clicks on the chat button, the call is routed over the Internet using VOIP and is then passed onto the PSTN network and is routed on to an agent in traditional call center, who can talk with a customer using a telephone. The customer has to have a multimedia PC to be able to interact with the agent.
. Phone to PC:
In this approach a customer can dial a call center number and then the call passes over a PSTN network and is then converted to IP and is then converted to IP and routed over the Internet to the appropriate agent who can answer a customerâ„¢s query. In this approach the agent in a call center has to have a multimedia PC to be able to interact with the customer.
4. FUNCTIONALITY:
The advantage of establishing a call center with Computer Telephony Integration (CTI) is that there is a coordinated transfer of customer information and the telephone call to a CSR .CTI is the most exciting development in the field of computers and communication. This technology marries the flexibility and ubiquitous nature of the telephone with the power of the computer to open up a whole new vista in voice and data communication.
This means that the IVR (interactive voice response) System would understand that a particular customer has requested a live agent assistance and hence would transfer the call to a free CSR agent as also initiate a Screen pop of customer information on to the CSR agents terminal. This feature ensures that the agent knows whose call is going to come in next even before the phone rings. This agent can then answer the call in a personalized manner and complete the communication.
5. TYPES OF CALL CENTERS

Deliver Channels Based Classification:
The delivery channels refer to the kind of channels through which the customer can interact with the call centers, namely
. Voice
. E-mail
. Web Chats
. WAP
. All of the above or combinations of the above
Feature Based Call Centers:
The features of the Call Center depend on the components, which have gone into the Call Centers. This basically talks about implementation of the following;
. CRMs
. Work force management solutions
. Workflow management solutions
. Computer telephony integration
. E-mail interaction management software etc.
Location Based Classification:
The Call Centers are classified also on the basis of the location of the target customer. In a captive Call Center, there are chances like the organization running a decentralized Call Center where in the Call Center is mostly located in the same location of the customer. But in the case of the centralized Call Centers, the Call Center will be located in a central location and it will serve the customers irrespective of the location of the customer.
In case of Out Sourced Call Center, the Call Center is most cases is situated in a central location and can cater to
. The clients in the same location
. The client in some other cities
. The clients in another country

6. SETTING UP OF CALL CENTER
The main elements involved in setting up a Call Center are
. Telecom links
. Call Center infrastructure
. Call Center solutions
. CRM software
The Telecom network is used to connect the caller to the Call Center agent.
A call originates in the US PSTN, is routed over the network to the USLDC, which then puts the call through on the IPLC to the Indian LDC. The modem is used to convert the analog voice signals to digital signals and
Vice versa. The local loop is used to carry the call from the Indian LDC
(I.e. VSNL) to the Call Center .At the Call Center, the Router splits the telephone link and feeds it to Call Center server, and sends the data to the Ethernet switch on the LAN.
The IPLC link the options are satellite or cable more than two satellites hops voice quality. If the Call Center is with in the coast, Optical Fiber is able, is better. Since through satellite causes poor voice quality.

Call Center location should be
1. Local and long distance carries support and availability of current technologies.
2. Possible use of existing equipment.
3. Potential for redundancy in network.
4. Current telecommunications infrastructure.
5. Distance from corporate computing systems.
7. COMPONENTS OF CALL CENTERS
EPABX
Computer telephony integration (CTI)
CTI is used to retrieve information about a caller or the purpose of the call and to forward that information automatically to provide much more personalized service to the caller.
Here the systems gathers the customer identifier either by a service called Automatic Number Identification (ANI) that delivers the callers number to the Call Center with the customer responses to the IVR prompts or by the switch itself and then in the proactively pops the customer information on to the agentâ„¢s desktop as the call arrives at the agents phone.
Integrated Voice Response
. Callers to access information after the Call Center are closer for the day.
. Callers to choose how to conduct business either using the IVR or by talking with an agent.
. Callers to have an option to exit from a long wait queue, allowing them to conduct business on the IVR or leave a message so that an agent can call back later, during a slow period.
. Agents to transfer callers at the end of a transaction to perform routine perhaps private account inquire, or to conduct post-call customer satisfaction surveys.
Other Major Components:
1. Customer relationship management software
2. Work force management software
3. E-mail interaction management software
Integration with the following;
. Customer Database
. Billing hosts
. Product Databases
. E-mail servers
. Chat servers
. Web servers
Key Components:
A full functional Call Center should have the entire key components listed below:
. ACD (Automatic call Distributor)
. Predictive Dialer
. CTI (Computer Telephony integration)
. Web Integration
. IVR / FOD (Fax On Demand)
. Voice logging and messaging
8. MANAGING THE CALL CENTER
Managing the Call Center in the networked economy calls for the latest technology to access up-to-date information enabling the company to establish, build and mange customer services. The most important challenge is to train the agents to manage the customer relationships.
. Manpower challenge
. The technology
. Predictive Dialing
. Computer Telephony Integration (CTI)
. IVR
. Software
9. ADVANTAGES
1.Flexibility in assigning the right resources.
2. Reduced labor costs.
3.Availability of expert resources.
10. CHALLENGES IN CALL CENTER MARKET
1. Maximum up-time
2. Rapid application deployment
3. Dial-in and remote connectivity
4. Management and integration
5. Mixed desktop platforms and configurations
6. Legacy desktops with new applications
7. Advent of distributed Call Center
11. CONCLUSION
Call Center technology is evolving at the moment. A lot of changes are taking place in the way in which companies interact with their customers.
Eventually all Call Centers will be able to handle Phone calls, Voice Over IP, Live Web Chats and e- mails to be positioned as market leaders during the coming decade, business must provide best in class customer service solutions. Companies must continue to invert in technology to improve their competitiveness and must look for opportunities to leverage the Internet to streamline operations and must business practices more effective.
BIBLIOGRAPHY:
Network magazine August 2000.
CONTENTS
1.INTRODUCTION
2.TECHNOLOGIES
2.1.CONTACT INFORMATION
2.2.CALL BACK
2.3.LIVE WEB CHAT
2.4.VOIP
3.FUNCTIONALITY
4.TYPES OF CALL CENTERS
4.1.DELIVER CHANNEL BASED CLASSIFICATION
4.2.FEATURE BASED CALL CENTERS
4.3.LOCATION BASED CLASSIFICATION
5.SETTING UP OF CALL CENTER
6.COMPONENTS OF CALL CENTERS
6.1. CTI
6.2. INTEGRATED VOICE RESPONSE
6.3. OTHER MAJOR COMPONENTS
6.4 KEY COMPONENTS
7.MANAGING THE CALL CENTER
8.ADVANTAGES
9.CHALLENGES IN CALL CENTER MARKET
10.CONCLUSION
BIBLIOGRAPHY
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manikertamang
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20-09-2010, 09:51 AM

Hey I have also worked in The Call Center Group for three years. I had sold more then thousand website in this three years. I think call center work is the most irksome work to do. So I left call center and started playing in 99design.
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26-02-2011, 04:20 PM


.doc   CALL CENTER-DOC.doc (Size: 72.5 KB / Downloads: 82)
ABSTRACT
A Call center is an area where several customer service representative (CSR) agents are located to man a bank of telephones and computer terminals. These agents are specially trained on telephone etiquette, the type of customer queries, that may arise and on how to respond to these queries in a quick and efficient manner.
A Call center can also equipped with an automatic call handling system like an Interactive Voice Response system (IVR) so that all routine, repetitive queries
Call center has tremendous impact on business. Call centers for selling goods and services, as well as call centers for providing customer care, is going to become a familiar part of the business of virtually every person.
Call centers also pioneered the developed of self-service via the telephone, using interactive voice response technology. It is providing a richer and friendlier environment for self-service transactions than the tone telephone can be answered by the system without the customer having to speak to a CSR agent
INTRODUCTION
Call center has tremendous impact on business. Call centers for selling goods and services, as well as call centers for providing customer care, is going to become a familiar part of the business of virtually every person.
Call centers also pioneered the developed of self-service via the telephone, using interactive voice response technology. It is providing a richer and friendlier environment for self-service transactions than the tone telephone.
Call centers for selling goods and services, as well as call centers for providing customer care, is going to become a familiar part of the business of virtually every person. . It is providing a richer and friendlier environment for self-service transactions than the tone telephone can be answered by the system without the customer having to speak to a CSR agent.
A Call center can also equipped with an automatic call handling system like an Interactive Voice Response system (IVR) so that all routine, repetitive queries
Call center has tremendous impact on business.
1. TECHNOLOGIES
The following are the various technologies that companies can deploy to web-enable their call center operations in order to service their On-line customers.
. Contact Information
. Call Back
. Live Web Chat
. Voice Over IP (VOIP)
3.1 Contact information:
On most web sites there is a ‘Contact Us Page’, which usually consists of e-mail address and phone numbers for a company. Customers can access this information and either sends e-mail to the company or call they’re traditional call center using the numbers provided on the site. Electronic mail messages can be tracked and answered using specific e-mail handling software.
3.2 Call Back:
In a Call Back request, a customer fills out an On-line form on a web site in order to request a return phone call. The form information is converted to a message and is sent to the Automatic Call Distribution (ACD) of the Call center. This message is then placed in a queue and a call back is triggered when the next agent is available, or at a time specified by the user when the call request was entered. However, call back requests are not very different from disconnecting from the dialing a phone number found on a web page.
3.3 Live Web Chat:
Live Web Chat is based on IP technology. This technology allows a customer on a web site to click on the live help button and be connected to an agent at a call center who can answer a customer query by sending text messages to the customer. Such systems allow calls to originate only from the Internet, and offer keyboard chat as the sole communication method.
3.4 Voice Over IP:
In IP-centric technology option, the call center agent can work with one appliance instead of two. The Multimedia PC provides both information and communication, eliminating the need for a separate telephone. There are three common approaches to VOIP based call centers.
. PC to PC:
In this approach both the customer and agent have multimedia PCs and then the customer clicks on a button on a website and is connected to an agent using VOIP .The agent can speak with the customer and answer all the customer’s queries.
. PC to Phone:
When a customer visits a website and clicks on the chat button, the call is routed over the Internet using VOIP and is then passed onto the PSTN network and is routed on to an agent in traditional call center, who can talk with a customer using a telephone. The customer has to have a multimedia PC to be able to interact with the agent.
. Phone to PC:
In this approach a customer can dial a call center number and then the call passes over a PSTN network and is then converted to IP and is then converted to IP and routed over the Internet to the appropriate agent who can answer a customer’s query. In this approach the agent in a call center has to have a multimedia PC to be able to interact with the customer.
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seminar class
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Posts: 5,361
Joined: Feb 2011
#4
02-04-2011, 01:00 PM

PRESENTED BY:
MR. Nikhilesh Kumar Tripathi


.doc   CALL CENTER.doc (Size: 28 KB / Downloads: 42)
CALL CENTER
1. INTRODUCTION

Call center has tremendous impact on business. Call centers for selling goods and services, as well as call centers for providing customer care, is going to become a familiar part of the business of virtually every person.
Call centers also pioneered the developed of self-service via the telephone, using interactive voice response technology. It is providing a richer and friendlier environment for self-service transactions than the tone telephone.
2. OVER VIEW
A Call center is an area where several customer service representative (CSR) agents are located to man a bank of telephones and computer terminals. These agents are specially trained on telephone etiquette, the type of customer queries, that may arise and on how to respond to these queries in a quick and efficient manner.
A Call center can also equipped with an automatic call handling system like an Interactive Voice Response system (IVR) so that all routine, repetitive queries can be answered by the system with out the customer having to speak to a CSR agent.
3. TECHNOLOGIES
The following are the various technologies that companies can deploy to web-enable their call center operations in order to service their On-line customers.
. Contact Information
. Call Back
. Live Web Chat
. Voice Over IP (VOIP)
3.1 Contact information:
On most web sites there is a ‘Contact Us Page’, which usually consists of e-mail address and phone numbers for a company. Customers can access this information and either sends e-mail to the company or call they’re traditional call center using the numbers provided on the site. Electronic mail messages can be tracked and answered using specific e-mail handling software.
3.2 Call Back:
In a Call Back request, a customer fills out an On-line form on a web site in order to request a return phone call. The form information is converted to a message and is sent to the Automatic Call Distribution (ACD) of the Call center. This message is then placed in a queue and a call back is triggered when the next agent is available, or at a time specified by the user when the call request was entered. However, call back requests are not very different from disconnecting from the dialing a phone number found on a web page.
3.3 Live Web Chat:
Live Web Chat is based on IP technology. This technology allows a customer on a web site to click on the live help button and be connected to an agent at a call center who can answer a customer query by sending text messages to the customer. Such systems allow calls to originate only from the Internet, and offer keyboard chat as the sole communication method.
3.4 Voice Over IP:
In IP-centric technology option, the call center agent can work with one appliance instead of two. The Multimedia PC provides both information and communication, eliminating the need for a separate telephone. There are three common approaches to VOIP based call centers.
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