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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.

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