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a contact center for your business (Part 3 of 3) Why is Fundamental

finished with this analysis substantiate why it is important that the contact center is part of your marketing strategy or customer service, today's topic is basically to give some examples of applications of a contact center in different industries.

ADVANTAGES OF TELEMARKETING :

• Call Center presents itself as your company.

• Spread the purpose of the call without delay.

• defects are eliminated that their employees have been able to acquire over time.

• Called on the dates and times most suitable.

• to be reached anywhere, with smaller cost than traditional sales.

• as modern tool is impacted.

• in the act is known the result of management.

• It improves the image of your company

is not correct to think that call centers are limited to large companies where a swarm of phone runs around the phone. On the contrary, any organization of two or more persons who devote themselves to either call processing inbound or outbound is for all practical purposes, a call center.

is when the quality of service and staff productivity will depend strictly in the technologies used. However, following the call-processing model that can define the CTI (Computer Telephony Integration) and identify relevant technologies that support them.

The challenge is to achieve more advanced functions of the call center, otherwise conveyed via CTI-Link connections, phone systems that do not or when the system size is not warranted.

Manager for VOX ACD (Automatic Call Distribution) is the interface through which administers the work of staff, callers and queues. Is the main tool administrative resolution of Call Centers.

Current Status of the Call Center.

Services Offered by the Call Center.

HEALTH SECTOR Information.

Through Audio-Response system is easy: Takes

• prescriptions. Check

• orders.

• supply personalized information and / or fax (dosage, costs, number of missing service processing, generic substitutes for renowned brands, insurance, possible side effects and advice).

• Payments (pay subscriptions via credit card over the phone).

Frequently Asked Questions and concerns:

Patients can first call the system to address their concerns, with the option of communicating directly with a professional if you have additional questions.

Insurance Concerns:

• Providing information and telephone / fax independent individuals or members of groups with the kinds of discoveries, payments, benefits and / or discounts.

• Request for information (data updating, location of the user).

• Users can also use the system to report complaints and / or continue with a prior claim, as well as making suggestions.

Appointment Scheduling:

Register

• schedule appointments (new, confirmations and cancellations).

• Monitoring (recall through call or fax, on schedule).

• Waiting lists (on Request an appointment can be anticipated as the availability of the agenda).

staff assignments:

• Staff can call the Audio-Response System, for scheduling the following week (or a longer period).

• Requests for time off can be pursued through the system. Also, employees who want additional days can pass messages directly to the mailboxes of people who can be replaced.

Inventory Control:

• The system can automatically keep track of what goes in and out and can make a list of materials needed.

• Through this service you can have a fax order system, itself based on particular items, with the option of adding another at any time. Is an effective way to order only items needed.

Laboratory results:

Patients receive a confidential review and identification number. When you call and the test was negative, the system responds with a prerecorded message, if the result is positive, it will automatically connect you to a doctor or nurse who can explain the peculiarities of the test and the results personally.

FINANCIAL SECTOR

Collection:

Administration of extra-judicial debt portfolio can be done from a contact center with spectacular results for the client .

Transfers:

transfer funds from one account to another (from current to savings for example): The customer enters the amount to be transferred and the numbers of both accounts (and the key in most cases) in this way the funds are transferred from one account to another.

Transfers twist:

Users can transfer funds into the system simply scanning the account numbers and routing them. Location

branches / ATMs:

The office addresses can be sent by fax if the user chooses the option to fax on demand.

credit card information:

New users can receive information about recently received a card and ask for their rights to it. Those who are older cardholders can receive detailed information about new services, balances, payment addresses to send payments, interest rate and currency conversion.

Online Bill Payment:

manage users with their banks or corporations to pay by deduction from your checking or savings accounts. They communicate with the system and enter the account that will pay (credit card, services, etc..) And then enter the account from which they will make the payment and personal password or code. Payment is automatically applied to the specific account.

Transaction information:

Anyone can call a Audio-Response System to meet any aspect of your accounts: Balance, checks in exchange, among others. You can also obtain information on transfers of funds, orders checks / deposits, withdrawals and card information (order an additional card, change the password, etc.).

loan applications:

The user can call a system Audio-Response curious about the loan options available and requirements for access. Can obtain a fax about the options or select directly one of the loan. Those with loans, you can check the status of these (payment information, balance, debt, etc.).

Mortgage Information:

In Audio-Response can be determined by the new mortgage options: Entering information on your annual salary and your credit history, the system informs the user what types of mortgage are eligible and what is the price range of housing belonging to that category. The system can also make contributions to the most competitive interest rates on the market.

Reports lost cards:

A Audio-Response system is used to report a lost card and immediately freeze the account. This ensures that nobody can use a stolen card, while the cardholder does report it to the financial institution. The system on what to do to get a new card and what to do if found. Verification

new credit cards:

For new cardholders, the system can provide the activation of the card through the entry of information confidential to ensure that the card has been received by the right person .

Address changes:

Users enter the information from its previous location and subsequently in its new location, which is immediately updated in the system. Orders

checkbooks:

The user enters the account number, address, telephone number you should start new checks, etc. Checkbooks, payable by credit card and payment information is verified before the end of the call.

Tax Information:

users must pay any taxes can get the forms via fax or accurate information of the amount payable.

exchange rates of foreign currencies:

Investors / Travelers can call the Audio-Response system for most exchange rates of foreign currencies, as most market interest rates.

Polls:

The system can be deployed to conduct opinion polls during the year and yield results much faster than a hand count of ballots or hand-drawn format. May conduct surveys of users, the results are calculated by simply pressing a button.

Reminders:

The system can be used as a reminder to give notice to users that is about to expire the payment of any credit or similar obligations.

GOVERNMENT SECTOR Government / Foreign Affairs:

• Administration Calls / Faxes.

• Applications Status: Migration, Work Permits, Passports, Licenses Construction.

• Office Locations and schedules. Polls

Taxes:

• Dissemination of Information.

• Calculation / Return. Dating

Welfare Services:

• Intelligent Call Routing / Faxes.

• Services Selection.

• messages.

• Benefits Information / Rights.

• Unemployment / Housing / Child Welfare.

• Job Opportunities.

• Dissemination

Vehicles:

• License Renewal / Permits / Records / Quote

TELECOMMUNICATIONS SECTOR

Customer Service:

• balance inquiries.

• Purchase by phone.

• Switching the service.

• Voice Message Delivery. Payment

• service

Report faults:

• Reports.

• Status reports.

• automatic line test.

• Routing calls to a service center.

• Notification service activities

Fax Service:

• Saving and sending faxes.

• mass distribution of faxes.

• Fax Mail

Network services and operates:

• Automated Collect calls. Prepaid

• .

• Limited consultation services.

• call routing and authorization lists.

• Radiolocation.

-AIRLINE TRANSPORT SECTOR

Account Information Frequent Flyer:

Frequent travelers can sign up to link to a program through an Audio-Response System. So they have access to information about your account 24 hours a day. Can monitor the number of miles earned and the options available for those miles. In addition to obtaining information Reservations can be made based on your choices or obtain, via fax or email, information about certain programs available according to your mileage.

Corporate Discount Programs:

An Audio-Response System can list phone, fax or email, information about corporate discount rates and how to join them. The system can also promote special events or new programs available.

Sell Tickets:

Users can order tickets without having to contact an airline representative. They can also look at flight options based on your city or department, city of arrival and departure date. They have the option of purchasing tickets to a "flight plan" and if they decide to order the tickets must enter information relative to forward them. With an electronic ticketing option users can have a personal identification number, which will present the ticket dispenser when available to take your flight. He just has to show a photo ID and everything will be completely ready.

Flight Schedule:

An Audio-Response System can list flight schedules for

certain days / times / areas as well as price and booking options. Users have the option of being transferred to another system to make your reservation. Programming

Crew:

The flight crew will not have to worry about if your schedule has been copied successfully. You can contact the Audio-Response System, enter your personal identification number and get your schedule next week or a longer period of time. Requests for time off can be made through the system. Employees who are seeking overtime can leave a message in the mailboxes of those who are qualified to replace. Classifieds

Price or Special Rates:

These announcements and special discounts can be sent to mailboxes, fax or email, all those with frequent flyer account and / or corporate account. These ads may also be the beginning or anywhere else in the Audio menu-Response.

Delays Information:

Users can communicate to monitor flight delays and leave a voicemail message for the system call, fax or email when the problem has been corrected.

HOTEL SECTOR

Rates, Occupancy Rates, Service

A system Audio-Response can be used to give to their guests, the employment rate, local information and location services, fax on demand or via email.

Reservations:

By using this service ensures that you never sell more rooms which are available. The system will make reservations by phone, based on information entered by the user, to accommodate your needs.

Alarm:

An Audio-Response System can perform all wake-up calls to guests without staff assistance. If you want a call to wake up, the user enters the system and choose the alarm, enter the time and the system automatically calls the room at the specified time.

additional television channels:

Additional channels can be ordered through an audio-response system, so as not to restrict their guests to local television channels.

Room service:

Guests can use the system to order room service. They set the Audio-Response and select from a menu option required service.

Mailbox Voice for guests and employees:

For business travelers the mail system helps them stay connected, no matter how far away they are.

mailbox users have the ability to forward messages in your mailbox to leave a message with your cell phone number and never out of reach. The voice message can be transcribed into a copy by fax, which could be sent directly to the main office (leaving a voicemail message about the site where you can pick up the fax).

Times and schedules:

Employees can call the system to get their schedules / timetables work. Those who want overtime or change their schedules, may issue a personal message to the mailbox of all qualified employees.

Local maps:

Even before departure, by Audio-Response system, travelers can get maps of their destination via fax / email. They can have all your vacation plans ready to go when they arrive at their destination.

Other Services:

• Promotions.

• Events .

• Local Services.

• Hours.

• credit card payment.

Information:

• Tourist Sites.

• Cultural Events.

• Restaurants.

• Hotels.

• Hospitals.

• Emergency Services.

• Address and Phone Embassies and Consulates.

• answers to typical questions.

• Tourist Helpline

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Contact Center for Your Business (Part 2 of 3) Because it is fundamental

To understand more how a call center is important to know r terminology, which is why this time we share a glossary that I hope they serve.

Second let me share some benefits of Outsourcing call center.

Technorati Tags: CALL CENTER , outsourcing , ACD, PBX , FLEX , OUTBOUND , INBOUND , MARKETING, HIRING , ASA , CONTACT CENTER

AGENTS. ( operators)

• Those who answer calls in a Call Center. Carried out not only to answer calls, they also have the ability to assess and address any concerns of users.

ACD (Automatic Call Distributor ).

• Auto Dealer call, which performs automatic distribution that balances the workload on the operators.

• The ACD knows exactly when a call comes in and has control of the time that the agents in each call, so you can assign the new call to the agent who has spent more time waiting.

CALL AFTER WORK : (Tasks After the Call).

• is the work done by the operator after completing the call. This work may be completing a form and send it to the appropriate department, fill out and submit or update information la correspondencia. Este trabajo es generalmente realizado inmediatamente después de que la llamada es desconectada. Cuando hay un gran volumen de llamadas, debe posponerse para un periodo de menos llamadas.

AFTER CALL WRAP UP: (Tiempo Después de Terminar la Llamada).

• Es el tiempo que un operador se gasta completando una transacción después que la llamada es desconectada. Algunas veces son unos segundos, otras veces pueden ser minutos. Eso depende de la información diligenciada.

ANI : Automatic Number Identification (Número Automático de Identificación).

• digits are displayed on the screen of the phone and can tell you the number from which the person is calling. There is another term called "line identification of the caller, usually the ANI is the service provided by the local phone company. The two services use standard numbers. Has great benefits for call centers, identifying calls sent and made a database, operators can receive caller information screen.

ANSWERING MACHINE DETECTION : (Answering Machine Detection).

• The predictive dialer has to make a snap decision when the call is answered: If you send the call to the operator or not. If he hears a voice, changes are made to the call reaches the operator. The ability to detect the difference between an answering machine and a real person can make a big difference in productivity.

ANSWERING-ASA-AVERAGE SPEED: (Average Speed \u200b\u200bof Answer).

• A ACD statistics. Is the average time that the caller waiting in line before your call is answered by an operator. This is an important measure level of service.

AVERAGE CALL DURATION: (Average Call Duration).

• is the amount of time it takes the call. BMT is known as the average time spent on an activity.

BLEND (Flex Agent).

• Receive incoming and outgoing calls with the same operators. You can receive and make calls due to privileges granted by the system.

BLENDED CALL CENTER : (Universal Call Center).

• is a call center where the telephone system and acts as ACD and predictive dialer allowing operators to perform both jobs and make and receive lots of phone calls. There are 3 technology strategies to achieve this type of service, first to unify the ACD and predictive marker in a single system, using the integration with the computer, buy a second ACD with features predictive dialer and predictive dialer third buy a sophisticated capabilities operator input.

CALL CENTER.

• This word is translated into English as Call Center is an integrated telephone and computer oriented to enhance the 3 most important tasks of a company through a telephone which are, customer acquisition, customer maintenance and recovery through telephone system.

CUSTOMER.

• is the company or institution that engages and receives services CALL CENTER SA

CTI (Computer Telephony Integration )

• Software that allows the advisor simultaneously receive the call and the caller's data on your screen.

• integrated technology to make more efficient use of resources in a call center. Has several objectives: smart routing and transfer, free resources and independence of the phone book.

E-MAIL: (Email)

• is a method to send messages in the form of electronic text from one person to another through a communication network.

DNIS.

• Number which is calling the customer. If you have a different number for each service, you can know exactly what service the customer wants.

DOWNLOAD.

• is the act of receiving a file or data being transmitted by another computer remotely or through magnetic media.

ON FAX: (Fax Enable).

• is a fax system that allows users to call and select or extract information in writing. These fax systems are popular on the support, the caller select the document you need and fax it is sent on immediately. An example might be a bank statement, users select the information from the bank's database and the system sends a fax, the user indicates.

FAX SERVER: (Fax Server).

• is a computer with one or more fax boards, installed and connected to a local network and where its main function is to act as a fax station for all network users. This sends faxes from any PC to the network and as received and printed on a laser printer default.

SCRIPTS. (Scripts)

• in telemarketing or telesales is the pre-written guide that tells the operator what he has to say on calls.

HOST.

• usually refers to a computer. The part of the computer that operates the terminal in a telephone integration - computer, performs the process that leads to other systems on the network. For example: Route the call using a database or has information that can be accessed by others.

IVR or VRU (Voice Response Interactive ).

• is, the audio-response unit, that's where the calls come not require pass-adviser.

LAN: (Local Area Network) Networks

• interconnecting computers within a limited physical environment.

PREDICTIVE MARKER

• is an integration of software and hardware that performs the dial out for campaigns in call centers, which característica principal consiste en la utilización de unos complejos algoritmos de predicción, que le permiten determinar según la duración de la llamada, (estipulada para cada campaña) cuál será el asesor que estará disponible más pronto para asignarle una llamada efectiva, o sea cuando contesta una voz humana.

• Con sus sofisticados algoritmos, puede determinar con mayor precisión cuándo va a desocuparse el asesor al cual puede asignarle una de las llamadas que previamente ha realizado y en la cual ha detectado la respuesta de una voz humana.

MERCADEO DIRECTO.

• Es un término including direct mail, telemarketing and direct response advertising. Any marketing that seeks to reach a potential customer for the purpose of obtaining a client's direct response to the market and not to a distributor or third party.

SHOWN.

• is a group of consumers with similar demographic characteristics which are surveyed with questions about products or services. Their answers are chosen, tabulated and analyzed.

SOFTWARE OF SCRIPT :

The script (Screenplay) consists of two applications: Design

• script: Allows users to create / design scripts in a user-friendly graphical mode.

• Running script: Allows the advisor to run scripts defined and interact with the computer dialing.

Computer Technology.

• is a term that describes the process of applying intelligent computerized telecommunications equipment and telephone switches in particular. The term covers various technologies including telephone integration - Computer, through the local network, interactive voice processing, voice mail, automated attendant, speech recognition, text, fax, voice and data simultaneously, signal processing, video conferencing, predictive dialer, Audiotex, traditional switch or computer.

TCP / IP.

• is a family of protocols developed to allow communication between any two computers on any network or manufacturer, respecting the protocols of each individual network.

WAN (Wide Area Networks)

networks linking

• equipment installed in different buildings and even in different cities.

Outsourcing.

Overall, Outsourcing means subcontracting. Companies often turn to outsourcing :

• Because we do not want to risk or invest their capital in a new company or creating a new department.

• not have the expertise or physical resources to do the job correctly specified.

• have the perception that a third party can do this work at a lower cost and can concentrate their resources on what they think can do better than others.

Through outsourcing contracting company :

• is not gaining experience in the specific subject, on the contrary is counting or reliance on the experience of the service provider.

• Nor is charged to the profit and loss costs.

  depreciation

• Lacks own equipment, or the costs of personal bonding, or physical facilities, etc.

ECONOMIC BENEFITS

• not commit high levels of investments in activities other than core business. Transform

• fixed to variable costs in proportion to use. Effectiveness

• cost / economies of scale.

• Avoid compromising service improvement budget constraints.

• decrease / control the growth of plants of charge.

OPERATING PROFIT AND OPERATING

• management experience which enables call center to provide higher service levels at lower cost.

• Flexibility to respond to the increase and service changes.

TECHNOLOGICAL BENEFITS

• Technology in the call center.

• Reducing the risk of technological obsolescence.

• Decreased administration effort

  technology

• Auto Service Audio Unit-Response allows interaction between a user with the systems of a company using the phone. The user can enter data into the system and obtain any information found in the database

SUITABILITY

• uses the terminal to enter data more universally diffused: The Telephone. Grants

• privacy for transactions.

• Provides faster access to information.

• To send via fax, vouchers written transactions.

INCREASED PRODUCTIVITY

• Processes routine calls and simple, leaving the operators time to answer complex applications.

• Eliminates operational work.

• Improve service and includes other value added services.

IMPROVING THE RANGE AND QUALITY OF SERVICES

• Improve service and includes other value added services.

• is always nice en sus respuestas.

• Provee respuestas uniformes y precisas a las inquietudes más comunes de los clientes.

CONSISTENCIA EN LA CALIDAD DE ATENCIÓN.

• Menor cantidad de llamadas abandonadas.

• Puede transferir a un asesor para atención personalizada.

• Proporciona respaldo si el computador central no se encuentra disponible.

• Tiene un crecimiento modular.

• Genera reportes para que los clientes se aseguren del level of service.

INCREASE PROFITS AND REDUCE COSTS

• Reduces the duration of the calls.

• Handles routine calls, which means less staff, space, etc., The less amount of training and recruitment.

• Reducing the amount of additional staff to cover periods of high call traffic.

• not require additional staff to cover emergencies. Evita

• training temporary staff.

• allows advisers to focus on meeting complex requirements.

EXTENSION SERVICE

• access 24 hours a day 365 days a year. Highly reliable uptime. Mayor

• confidentiality of information

• allows multiple computers interconnected with

• Enabling access to different databases, using different operating systems and communication protocols.

• direct user contact with the machine and systems company.

• access a menu with all possible options for what the user requires.

• user id by typing your key numbers of your card or account number. Without getting at least two of these data, the system does not allow certain transactions or queries for more safety.

• At any time browsing the menu the user can Pass-adviser.

IF YOU DO NOT WANT TO KNOW MORE

please contact us.

OCA

AVE. LOMAS DE SOTELO -1102

COL. LOMAS DE SOTELO.

TEL (+52) -55 to 46,248,400

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a contact center for your business? ? (Part three)

Today I will provide a very interesting series of foundations that may help them decide whether to use a call center in your business, this is the first part of three who write in coming weeks ....

Do you lose your customer's time to transfer calls and personal conversations with inadequate when you call your company? "He complains that his client is a long time to wait? Think you're giving a good telephone service to its customers?

Improvements Call Center provides a

A Call Center is the solution where converging economic performance and quality that interfaces directly to their customers. Of course, this interface has to be swift, independent of location and with great ease in getting information.

This will manage your business efficiently, maximizing resources, reducing costs, increasing profits ("cross selling") and, of course, increased contact with their customers. With this redefinition of business processes can increase productivity while achieving business environment much more structured (centralized management integrated into the business).

Through a call center also can serve not only domestic customers but to employees and suppliers of their company, they are also customers.

The main mission of a call center, is to make customers more productive in their business through the service we offer. Getting customers to call centers to focus more on your business, be more agile in their operations, and are more efficient in their results.

operation in a call center is fully automated to ensure agility, quality, accuracy and low costs in the care of their customers.

Millennium a Call Center.

The main objectives of a call center can be divided into two groups:

1. Reduce Costs Cost

• business

• time

• called timeout

• Personal

• Transfer Paper

• Complexity

• learning time

2. Earnings Increase

• Agent Productivity

• Customer Satisfaction Increase

• business opportunity

• Customer retention functionality

• Quality Competitive Position

The call center provides 3 types of adviser:

• Inbound Advisor : Work exclusive entrance. Agent

• Outbound: Exclusive Work output.

• Agent or Flex Blend: Work input and output.

In the current economic outlook, with an increasingly demanding market, companies are forced to concentrate on developing their business in order to be competitive. This leads them to rely on external companies specialized management of certain services which, although fundamental in its results, not part of their core business.