This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy

3.  Generation 1: Web Marketing
 The server deployed to provide information
about the company, its products and its services
 Human interaction is not required
 Features
 Customers views documents
 General HTML language were in use
 Vendor – centric
 Generally used only for information purpose

4.  Generation II: e-Commerce
 Web server deployed to provide business services
 Able to accept order from customer
 Features
 Order entry via browser
 Customization of products and services
 Advance programming language were is use
 Issues:
 Manual integration between customer and processes
were difficult
 Information overload

5.  Generation III: Customer Information Integration
 Customer centric information available to
customer
 Customer satisfaction was on top priority
 Features
 Integration of e-business with e-CRM and e-SCM
 Automatically transmit information to whomever
needs it, whenever and wherever they need it
 Requirement of call centers to manage increasing
demands of customer
 Logistic Management

6.  Information related to manufacturing were
made available to various groups within the
organization and to customers and to partners
outside the organization
 Personal productivity with the help of intranet
(intranet brought more visibility to processes)
 Procurement of raw material were easy due to
integration of Supply chain management

8.  A Call Centre is a centralized office of a
company that answers incoming telephone calls
from customers. A call center may be an office
that makes outgoing telephone calls to customers
(telemarketing). Such an office may also
responds to letters, faxes, e-mails and similar
written correspondence.
 Call Centres are generally set up as large rooms,
with work stations that include a computer, a
telephone set (or headset) hooked into a large
telecom switch and one or more supervisor
stations. It may stand by itself or be linked with
other centres.

9.  Inbound.
Inbound calls are calls that are initiated by the
customer to obtain information, report a
malfunction or ask for help. This is
substantially different from outbound calls
where
 Outbound
In outbound ,the agent initiates the call to a
customer mostly with the aim to sell a product
or a service to that customer.

10.  Infrastructure
 Telecom Infrastructure-Based on communication
media
 Application Software
 Depends on the usage and the client’s
requirement in terms of speed of delivery of
information from the call centre desk to
customer’s desk
 Human Resources
 Round the clock staff
 Round the clock maintenance staff
 Trained technical staff

11.  IT resources
 Server depending on the utility, workstations
depending on queuing principle, networking of
workstation, and relevant application and
systems software
 Memory cum virtual space
 A physical space to host the server or even if it is
a virtual call centre through the web then, it just
requires leasing a memory cum virtual space in
the RAM

12.  Free Phone Service
 This service allows users to make a call to a
particular free phone number
 In this the one party agrees to pay complete cost
of the call.
 Customers do not pay any charge
 Universal Access Number
 This service enables a subscriber to publish a
national number and having incoming calls
routed to different destination based on
geographical location of the caller
 Suitable for National Level Organization: ONGC,
BP, IOC and so on

13.  Intelligent Network Service
 IN is extended version of PSTN(Public Switched
Telephone Network) by additional software servers,
communication lines
 This help in adding extra communication facilities and
service s to existing telephone
 For implementation two additional hardware is
required:
 SSP
 Service Switching Point
 Act as a local exchange
 SSP communicate with SCP for routing of calls & other
services
 SCP
 Service Control Point
 Help in processing the SSP

14.  Virtual Private Networks
Virtual Private Network is a type of private
network that uses public telecommunication,
such as the Internet, instead of leased lines to
communicate.
 A virtual private network (VPN) is a network that
uses a public telecommunication infrastructure,
such as the Internet, to provide remote offices or
individual users with secure access to their
organization's network.
 Became popular as more employees worked in
remote locations.

15.  Build a virtual overlay network that is run on top of
the infrastructure of the Internet
 Virtual” means that there is not new infrastructure
 Connect private networks by the overlay networks
 The goal of a Virtual Private Network (VPN) is to
provide private communications within the public
Internet Infrastructure
 Why is there a need for VPN?
 IP packets are not authenticated or encrypted
 Users with access to network can read content of IP traffic

17.  Interactive Voice Response (IVR) System is
designed to provide easy to configure
automated call handling systems that can be
tailored to individual needs. This
comprehensive system leads to distribution of
routing information with the help of FAX or pre-
recorded voice messages.
It includes services like:
 Speech recognition
 Self-service
 Fax management capabilities

18.  Computer Telephony Integration (CTI) is the
advanced technology that serves as the focal
point of the working of modern call centers.
It integrates the organization's computer and
telephone systems and the facilitates
effective applications to make every phone
call, inbound and outbound.

19.  Caller Identification (Caller ID or ANI) -
Information from the existing caller database
appears on-screen when the telephone rings and
remains on the screen during the call.
 Called Number Identification (DNIS) - With each
call, special campaign information can be
displayed from the application based upon the
number dialed by the caller.
 CTI software system allows to generate real time
reports and graphs. This important measuring
system helps you observe and control the
performance of call center and phone system.

20.  Customer Relationship Management (CRM)
solutions facilitate firms to create the customer
relationship needed to uncover new business
opportunities and enhance client service.
 Core Competencies
 The solutions are designed to provide the
knowledge needed to develop effective customer
strategies and maximize customer profitability .
 CRM solutions deliver the robust functionality
needed to achieve maximum return on customer
relationship

21.  ACD facilitates controlling the distribution of
telephone calls coming into the department. ACD
systems are call routing utilities for incoming calls
and can be even used to route calls to the next
available agent.
 Even when staff are unavailable, the ACD system
holds a call in queue and then forwards it to the first
available staff member.
 Automatic call distribution is ideal for areas where
multiple staff answers a high volume of calls e.g.
 Help desk
 Appointment scheduling
 Message taking

22.  Call Type Priority-
 The organization can customize the way its staff answers calls
using several variables, including the caller’s location (on-
campus or off-campus, local or long distance) or the purpose of
the call (help assistance, appointment scheduling).
 Customizable Queue-
 The organization can record Custom Announcements that
callers hear when their call is answered or while they are
waiting in the queue. It can also add the Music on Hold feature.
 Training Supervision-
 Supervisors can monitor calls to support employees and
evaluate performance.
 Call Metrics-
 The system can capture call statistics (e.g., call volume, length
of calls, time in queue, etc.) on a scheduled or an ad hoc basis,
allowing to further manage the staffing and call flow.

23.  Call recording and monitoring solutions help to
train the agents and improve customer service.
 Call recording plays a significant role in the call
centers and help monitor agent performance
while performing quality assurance tasks.
 Order entry verification and confirmation can be
easily accomplished when the calls are recorded.
 Call centers can thus, record and retrieve
phone conversations in real time

24.  Predictive-dialer is a computer based
dialogic predictive dialing system that
handles inbound and outbound phone calls
for small to large call centers.

25.  The system automatically dials the telephone for
telemarketers and connects only the live voice contacts.
 It does this by listening and filtering out the answering
machines, busy signals, operator intercepts and other
types of non-functional calls.
 Telemarketers no longer waste time dialing numbers or
listening to no answers - all they do is talk to prospects.
 A complex mathematical formula (predictive
algorithm) is used that predicts when each telemarketer
becomes available, allowing the telemarketers to flow
seamlessly from one call to the next.
 Calls are either initiated by the phone system or
accepted from the outside and distributed in an
intelligent fashion to service agents using ACD systems.
 The process thus, improves the telemarketing
production as it doubles the amount of contacts
telemarketers make per day.

26. Contact Us
Business Name: Skyline Business School
Address: Hauz Khas Enclave,
New Delhi ­ 110 016, India.
Phone: 91­11­26864848,:91­11­26866968
E­mail: info@skylinecollege.com
Website: www.skylinecollege.com

27. Thank You