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About the opetaions of a call center

It isn't correct to think that call centers are limited to large companies where an anthill of telephone operators run around the phone. On the contrary, any organization of two or more people who are dedicated to processing calls, whether inbound or outbound, constitutes for practical purposes, a call center.

It's when the quality of the service and the productivity of the personnel will depend strictly on the technologies used. However, it's by following the call processing model that the corresponding CTI (Computer Telephonic Integration) applications can be defined and the technologies that support them can be identified.

The challenge is to achieve the most advanced functions of the call center, otherwise carried through CTI-Link connections, with telephone systems that do not have it or when the size of the system does not justify it.

The Administrator for the ACD VOX (Automatic Call Distribution) is the interface through which the activity of agents, callers and queues is managed. It's the main administrative tool of the Call Center solution.

Tele marketing:

Tele marketing is an efficient and modern telephone communication tool at the service of companies and organizations of any size that negotiate with products or services.

Access a market without limits, increase sales and achieve your goals, faster and more efficiently. Its costs are lower than traditional methods.

Call Center Development Strategies:

Four different areas participate in the development of a Telephone Attention Center or (Call Center): Communications, Infrastructure, Human Resources and Support Systems.

The Infrastructure where the most significant change has been the integration of communications and C&C computing. There are three basic factors that participate in this integration:

  • The telephone access systems
  • The accesses to the company's management systems
  • The systems to guide the operator in the course of a call

Human Resources:

Your training depends on success, always keeping in mind that the cost of training is always less than the cost of serving a poor customer.

The Support Systems: on which the operator's capacity will depend on the operator's effectiveness.

Back Office:

In this service, Call Center SA provides the human, technical and technological resources required for the operational processes to support commercial activities contracted by the client. These activities are generally related to the telephone service lines and cannot be carried out at the moment of the call. For example: Sending correspondence, fax, among others.

The advantages that the client obtains when using the back office services are the following:

  • Eliminate operational work.
  • Greater security.
  • Minimize the possibility of loss of information.
  • Productivity increase.
  • Sufficient capacity to handle large volumes of information.

The Operations Center performs five basic activities:

  • Sending mail to the user.
  • Incoming and outgoing telephone calls (Bilingual)
  • Information capture.
  • The number of people is managed according to the time of solution and execution of the service activities. The handling of all the operations that are generated in the incoming or outgoing calls is defined by the attributions that the Call Center client establishes. All the activities of the process that are handled are measurable and quantifiable according to the process and result indicators, which are recorded in worksheets.
  • Every activity defined in the process (sending a letter, telephone call, information capture) has its respective control sheet managed by the Service Director or Coordinator.

Systems of Continuous Improvement and Quality Control.

All documents sent to users (letter, catalogs, Marketing Kits, etc.) are defined in their body and content by the Client. The delivery and execution times of the activities of the Operations Center process are defined in time according to the requirements of the client and their suppliers, for example the company they hire for mail distribution.

Basic Activities

The Operations Center performs five basic activities:

  • Sending mail to the user.
  • Incoming and outgoing telephone calls (Bilingual)
  • Information capture.
  • The number of people is managed according to the time of solution and execution of the service activities. The handling of all the operations that are generated in the incoming or outgoing calls is defined by the attributions that the Call Center client establishes. All the activities of the process that are handled are measurable and quantifiable according to the process and result indicators, which are recorded in worksheets.
  • Every activity defined in the process (sending a letter, telephone call, information capture) has its respective control sheet managed by the Service Director or Coordinator.

Systems of Continuous Improvement and Quality Control.

All documents sent to users (letter, catalogs, Marketing Kits, etc.) are defined in their body and content by the Client. The delivery and execution times of the activities of the Operations Center process are defined in time according to the requirements of the client and their suppliers, for example the company they hire for mail distribution.

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