Preview

Role of the Computers and the Internet in the Call Centre Industry

Powerful Essays
Open Document
Open Document
1721 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
Role of the Computers and the Internet in the Call Centre Industry
Role of the Computers and the Internet in the Call Centre Industry
Previous Presentation In the Mid-Term presentation I gave an overlook on the call centre industry, it’s meaning, its work. And I explained the role of the Computers and then the Internet in the call centre industry. And In this presentation I will explain the call centre softwares that are used and the many features of it and the advantages and disadvantages of a call centre.

Contents * Cal Centre Softwares. * Advantages and Disadvantages of a Call Centre. * Conclusion. * References. Software Name | Definition | Functions | TeamMax | OutBound | The TeamMax Server coordinates the dial records sent to and from the TeamMax Agent software and checks a Do Not Call list before sending the agent the dial record number to call. Each agent is sent one dial record at a time to call. They dial out via a modem at the click of a button, can read from a script window and make notes of outcomes in a range of dial record fields. At the end of the call they either get the next dial record or just finish the last call which saves the dial record details and stops the timing of the call. Call backs are automatically requeue to be given back out to agents at the appropriate time. | • Manage calling lists in a centralized database
• Manage do not call lists in a centralized database
• Allocate one telephone number at a time to each agent
• Ensure do not call telephone numbers are not called
• Call outcome and detail management
• Automatic demand dialing from each agent’s computer
• Preview dialing option
• Customize agent screens
• Multiple campaigns with their own script
• Performance reporting
• Call management, analysis, statistics
• Low cost hardware requirement
• Many more features | CallAssist | OutBound | CallAssist is a telemarketing call center phone dialer that makes it easy to manage calling thousands of people. It is a modem based dialer that allows a single or group of telemarketing
Continue Reading
View Writing Issues

You May Also Find These Documents Helpful

  • Good Essays

    Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
    • 765 Words
    • 3 Pages

    Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).

    We can create a positive image if we will deal with callers efficiently, which means we have to know exactly what we are doing and how to use phone system.…

    • 765 Words
    • 3 Pages
    Good Essays
    Read More
  • Better Essays

    Cmgt 410 Week 3 Individual Paper
    • 902 Words
    • 4 Pages

    Cmgt 410 Week 3 Individual Paper

    The business values of XYZ Communications is to provide the best products, service and security to our customers. To commit to these values, we are conducting our first training to our call center staff as they are the first point of contact to our customers. Project Cooper H.1 is a two-day training session for XYZ Communications’ 20 call center managers who are located…

    • 902 Words
    • 4 Pages
    Better Essays
    Read More
  • Good Essays

    IS3230 Final Project Outline
    • 782 Words
    • 3 Pages

    IS3230 Final Project Outline

    Telecoms has not been updated in 15 years and is not integrated with customer service database to improve call management efficiency…

    • 782 Words
    • 3 Pages
    Good Essays
    Read More
  • Satisfactory Essays

    Is3120 Ass 1
    • 330 Words
    • 2 Pages

    Is3120 Ass 1

    The implementation of a good “Customer Service Center” where all problems that customers run into can be easily and smoothly solved without hassle to the customer. Transforming communication requirements into networking solution, Reducing sales cycle timeline, more satisfied customers will also be a good advertising for the Company…

    • 330 Words
    • 2 Pages
    Satisfactory Essays
    Read More
  • Good Essays

    Team B NETW 600 Course Final Project Paper
    • 9550 Words
    • 35 Pages

    Team B NETW 600 Course Final Project Paper

    Travel Agency, Inc. is a large travel firm that was founded in 1999. They pride themselves on personal relationships along with fast and accurate customer service. Travel Agency, Inc. currently has five locations in Los Angeles, New York, Atlanta, Dallas and Chicago. Travel Agency, Inc. is looking to cut down on operating costs and focus on expanding their business. Part of this growth process is to switch to a telecommuting business model. The original business model consisted of workers in dedicated call centers. This is costly due to other travel agencies having lower overhead through utilization of self-service websites. By eliminating the overhead cost of a building rental, Travel Agency, Inc. will create flexibility, better customer service, and increased productivity. This also creates a home-based virtual office environment. This will help…

    • 9550 Words
    • 35 Pages
    Good Essays
    Read More
  • Powerful Essays

    Unit 672- Make and Receive Telephone Calls
    • 3590 Words
    • 17 Pages

    Unit 672- Make and Receive Telephone Calls

    · Call holding- places a caller on hold so you can perform another task. This could be to locate paperwork, find client/customer details, retrieve information from another member of staff or contact another colleague to divert the call along to.…

    • 3590 Words
    • 17 Pages
    Powerful Essays
    Read More
  • Satisfactory Essays

    Kaplan 560
    • 604 Words
    • 3 Pages

    Kaplan 560

    Butler’s decision to move towards of VOIP technology is a wonderful notion. VOIP is modernizing the way we communicate and will help line up Butler for great successes in area of communications and networking. Considering latest technology for communication available with other competitors in the industry, without the procurement of this new technology Butler’s is undertaking a huge disservice to its staff and students and may earn bad reviews in industry that can cause damage to its business. The new VOIP system will allow Butler to provide more immediate access to Butler’s personnel and student faster in case of any emergencies and critical times by using newer services such as multiline and self-labeling telephone devices and online directories (Brown, 180). This will reduce significant amount of manually work and processes from Butler’s IT department list. In long run this will not only save money to Butler in managing communication among personnel and student but will also make butler confident that in case of an emergency the system will work and keeps communications up.…

    • 604 Words
    • 3 Pages
    Satisfactory Essays
    Read More
  • Good Essays

    Unit 107
    • 1747 Words
    • 7 Pages

    Unit 107

    Modern telephone systems offer a variety of features. Some are essential communication tools; other features that people will likely use on a more discretionary basis. One common and frequently used feature of today’s telephone systems is voice mail. If you can’t take am incoming call, voice mail allows callers to record messages which you can access at your convenience. An auto-attendant feature, useful for businesses, consists of a centralized recorded message to greet callers and direct their calls to the right numbers. You can use a phone systems conference – calling feature to allow a number of people to participate in a call at the same time. Each system allows different numbers of people to participate, and all remain on the call until they hang up. Telephone systems offer various features for managing incoming calls, one useful feature is call transfer, which allows me to transfer calls from my number to another number. Another much used feature is call holding if you are on the phone and receive an incoming call, you can put the first call on hold and attend to the second call. One more feature within the trust is call mute/secrecy, with allows me to mute the call so that the person on the other end of the phone can’t hear what I’m discussing, which helps with confidentiality because they can’t hear client or patient information.…

    • 1747 Words
    • 7 Pages
    Good Essays
    Read More
  • Good Essays

    Business and Administration Level Two Unit Two: Principles of Providing Administrative Services
    • 5146 Words
    • 21 Pages

    Business and Administration Level Two Unit Two: Principles of Providing Administrative Services

    Greet the callers with a standard greeting, “Hello company name your name speaking, and how can I assist you today?”…

    • 5146 Words
    • 21 Pages
    Good Essays
    Read More
  • Good Essays

    Business Admin Level 2
    • 2743 Words
    • 11 Pages

    Business Admin Level 2

    The purpose of giving a positive image of myself and of the business when making and receiving telephone calls is to promote the business in its best light and provide a professional service right from the start to every costumer or potential costumer. Offering the best possible service should be paramount from the very first moment of answering and making business calls.…

    • 2743 Words
    • 11 Pages
    Good Essays
    Read More
  • Better Essays

    107 Make And Receive Telephone Calls
    • 1360 Words
    • 4 Pages

    107 Make And Receive Telephone Calls

    Call holding- This allows you to place an active call on hold for the purpose of retrieving information about the caller or re-directing the caller to somebody who can deal with the enquiry. This also allows you to look for customer details, gives time to pass on the information to the correct person that can help the caller.…

    • 1360 Words
    • 4 Pages
    Better Essays
    Read More
  • Powerful Essays

    Business and Admin
    • 3197 Words
    • 13 Pages

    Business and Admin

    Phone calls are often part of the first impression for customer. Customer/caller is always calling because they have some issues which need to be dealt with and they expecting business and employees to do so over the phone. Customer’s first impression of business is quite often made over the phone. It is very important…

    • 3197 Words
    • 13 Pages
    Powerful Essays
    Read More
  • Good Essays

    Need and Conversation
    • 921 Words
    • 4 Pages

    Need and Conversation

    Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software.…

    • 921 Words
    • 4 Pages
    Good Essays
    Read More
  • Satisfactory Essays

    How to Follow Organisational Procedures When Making and Receiving Telephone Calls
    • 308 Words
    • 2 Pages

    How to Follow Organisational Procedures When Making and Receiving Telephone Calls

    The organisational procedures when making and receiving telephone calls can vary from business to business, but there are some similarities. There is usually a general guidance and training for staff and especially for the reception staff.…

    • 308 Words
    • 2 Pages
    Satisfactory Essays
    Read More
  • Powerful Essays

    Field Service Division of Dmi
    • 1227 Words
    • 5 Pages

    Field Service Division of Dmi

    In the existing system, there are 3 waiting points. First one is just right after the customer calls, and call taker input customer information (location, name, machine type) into the computer. This waiting time can be reduced in two ways; the customer can enter their personal information by his/herself via phone (by dialing) using an automated system or giving every customer a personal security code that can be used to pull all the information of the account holder in a few seconds.…

    • 1227 Words
    • 5 Pages
    Powerful Essays
    Read More

Related Topics