Trying to find success as a call center agent?

Trying to find success as a call center agent? This section includes comprehensive resources on call center metrics, quality monitoring, performance management, call center training and job satisfaction. Learn how to stay motivated as a customer service representative (CSR) and how to interpret and evaluate important metrics of the call center, including average handle time, average hold time, first call resolution (FCR) and occupancy. This section also includes information on agent churn in the call center and working as a remote or home-based call center agent.

Who uses Call Center Kit

Who uses Call Center Kit
• Ambitious call center supervisors that need results right away.
• CEOs and small business startups that want to introduce a vastly superior customer service experience for their customers.
• Business consultants that are tasked with improving and expanding a call center.
• HR managers that want to make their call center respond effectively both to their customers and within their company.
• IT managers that need to define and implement industry best practices for their Help Desk.

Step To Call Center Kit is a complete solution

Step To Call Center Kit is a complete solution for a newbie as well as source of new ideas for experienced managers to fill in the gaps in their knowledge of running a successful call or contact center. This solution covers everything one can wish for and is a simple walkthrough of what is actually needed to startup and efficiently run a call center. As someone who has set up IT helpdesks and has also provided application support to call centers I often wondered why typical call centers were so well managed and IT help desks, for the most part, are not. Now being a Manager of a startup call center I have used the Step To Call Center Kit to get a better idea of my customers' needs. I was pretty excited to discover that there's at least one good solution of what call centers do and how they do it. A complete solution for anyone who works in the inbound call center environment. This complete solution will help everyone from senior management to front line service reps gain a better understanding and appreciation of the dynamic call center environment. I highly recommend this kit to managers who wants to lay the ground work for an aspiring call center and hone the skills of the most experienced call center manager

AllCalls, your one stop shop for all your contact or call center needs.

AllCalls, your one stop shop for all your contact or call center needs.

Contact Centers and Call Centers are one of the fastest growing industries in South East Asia, especially in countries like Pakistan, India, Bangladesh, Sri Lanka and Philippines.

Currently the ROI (return on investment) for a call center is more than 100% after the second operational year, however it is all related to what kind of contact or call center solution and campaign(s) you go for.

Investors and entrepreneurs fail to understand the possibilities of a high profit in the contact or call center industry. Well, the answer to that is very simple! Someone’s Saving is Your Making AllCalls is one of the best pure-play offshore contact center and call center solution provider around the globe. In addition to HR Training & Resource, Product Training and Tele Marketing Campaigns AllCalls specializes in:

• Distribution of telemarketing and customer service business processes
• Call or Contact Center Setup
• CRM with Predictive Dialer
• Business Processes /Quality Campaigns
• HR Consultancy
• HR Training
• Operational Supervision

AllCalls with Clients and Partners based out of US, UK, Canada, Bangladesh, Sri Lanka, Philippines and India offers a unique blend of Contact Center and Call Center outsourcing and off shoring Experience. AllCalls is best positioned to provide a localized approach to your Offshore Solution.

VARIETIES OF CALL CENTER INBOUND CALL CENTRE OUTBOUND CALLCENTRE AND BLENDED CALL CENTRE

Some variations of call centre models are listed below:

* Contact centre – Supports interaction with customers over a variety of media, including but not necessarily limited to telephony, e-mail and internet chat.
* Inbound call centre - Exclusively or predominately handles inbound calls (calls initiated by the customer).
* Outbound call centre - One in which call centre agents make outbound calls to customers or sales leads.
* Blended call centre - Combining automatic call distribution for incoming calls with predictive dialling for outbound calls, it makes more efficient use of agent time as each type of agent (inbound or outbound) can handle the overflow of the other.

THIS IS CALL CENTER

A call centre or call center[1] is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.

A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).

Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue retailers, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks, retail financial support, and sales support.

WHAT IS CALL CENTER SPECIALITY

Types of calls are often divided into outbound and inbound. Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help. These calls are substantially different from outbound calls, where agents place calls to potential customers mostly with intentions of selling or service to the individual. (See telemarketing). It is possible to combine inbound and outbound campaigns[5].

Call centre staff are often organised into a multi-tier support system for a more efficient handling of calls. The first tier in such a model consists of operators, who direct inquiries to the appropriate department and provide general directory information. If a caller requires more assistance, the call is forwarded to the second tier, where most issues can be resolved. In some cases, there may be three or more tiers of support staff. If a caller requires more assistance, the caller is forwarded to the third tier of support; typically the third tier of support is formed by product engineers/developers or highly skilled technical support staff of the product.

Call centres have their critics, some of which argue that the work atmosphere in such an environment is de-humanising.[6] Others point to the low rates of pay and restrictive working practices of some employers.[7][8] There has been much controversy over such things as restricting the amount of time that an employee can spend in the toilet.[9] Furthermore, call centres have been the subject of complaints by callers who find the staff often do not have enough skill or authority to resolve problems,[10] while the dehumanised workers very often exhibit an attitude of apathy to even the most abusive customer.[11]

Owing to the highly technological nature of the operations in such offices, the close monitoring of staff activities is easy and widespread.[12] This can be argued to be beneficial,[13] to enable the company to better plan the workload and time of its employees. Some people have argued that such close monitoring breaches human rights to privacy.[14]

[edit] Varieties of call centres