advertisement

Call Centre Operator Skills by Derek Hendrikz

50 %
50 %
advertisement
Information about Call Centre Operator Skills by Derek Hendrikz
Business & Mgmt

Published on March 16, 2014

Author: derekhendrikz

Source: slideshare.net

Description

Call centre operator skills by Derek Hendrikz explores the role and functions of the call centre operator. The introductory slide set also looks at practical and technical aspects of call centre management.
www.derekhendrikz.com
advertisement

Call Centre Operator Skills Derek Hendrikz

The Call Centre - Defined A call centre services the ‘point-of-client contact’ or customer ‘touch-point’, regardless of how that contact was initiated. A call centre is a place where a managed group of people is physically working in a computer-automated environment. It is typically set up as a large room with workstations that include a computer, a voice terminal connected to an automatic call distributor (ACD) and one or more supervisor stations. www.derekhendrikz.com

The Purpose of a Call Centre  To deliver product sales, customer service, telemarketing, marketing, technical support or other specialised business activities.  These activities include recording responses, analysing demographic trends, prompting follow-up calls, managing marketing campaigns, tracking and measuring sales, finding clones of existing customers and enabling the organisation to give increasingly important pre- and after-sales services in a controlled sophisticated way. www.derekhendrikz.com

The Purpose of a Call Centre Operator The call centre operator is the person who realizes the call centre objectives through effectively applying call centre knowledge skill and attitude. www.derekhendrikz.com

These handle calls coming into the organisation. Inbound Call Centre www.derekhendrikz.com

These handle calls going out of the organisation. Usually routes each call to a customer service representative at the very moment the call is answered by a customer. Outbound Call Centre www.derekhendrikz.com

This is a predictive dialing, network-based Web integration and intelligent call routing (ICR). This is often an integration of Web and phone-based call centre. Network-Based Call Centre www.derekhendrikz.com

This is a independent business working on contract for clients to market products, do research, gather information or even act as a temporary project information centre over a specific period of time. Service Bureaus www.derekhendrikz.com

The virtual call centre consist of remote or home- based agents who provide equivalent and quality services to clients via internet-based systems and processes. The Virtual Call Centre www.derekhendrikz.com

Call Centre Application • Provision of customer service and problem solution. • Reservation services. • Provision of product or service information. • Transaction or account processing. • Billing & account information. • Order processing. • Technical help-desk. www.derekhendrikz.com

Call Centre Application (cont….) • Sales support. • Account management. • Telemarketing. • Research. • Emergency center. www.derekhendrikz.com

Benefits of the Call Centre: • Improves customer service in general. • Provides customers increased access to the organisation beyond normal office hours. • Delivers rapid completion of enquiries and transactions. • Increases efficiency and effectiveness in service delivery. • Facilitates rationalisation of operations through the removal of significant volumes of customer enquiries. • Enables the reengineering of transactions. www.derekhendrikz.com

Benefits of the Call Centre (cont..) • Streamlines organisational structures and increase productivity. • Reduces organisational cost while improving communication and quality of service. • Provides quick and accurate co-ordination between departments and working groups. • Provides a well controlled environment. • Permits continuous feedback for performance supervision. • Provides appropriate levels of service and optimises the use of organisational resources. www.derekhendrikz.com

Add a comment

Related presentations

Canvas Prints at Affordable Prices make you smile.Visit http://www.shopcanvasprint...

30 Días en Bici en Gijón organiza un recorrido por los comercios históricos de la ...

Con el fin de conocer mejor el rol que juega internet en el proceso de compra en E...

With three established projects across the country and seven more in the pipeline,...

Retailing is not a rocket science, neither it's walk-in-the-park. In this presenta...

What is research??

What is research??

April 2, 2014

Explanatory definitions of research in depth...

Related pages

Call Centre Operator Skills - Derek Hendrikz

Call Centre Operator Skills Derek Hendrikz Consulting Present: Call Centre Operator Skills . Duration:
Read more

More than 100 Training Programmes - Derek Hendrikz

Derek Hendrikz Consulting presents more than 100 training programmes,courses and workshops to ... Call Centre Operator Skills (2 ... 2009 Derek Hendrikz ...
Read more

Complaint Handling "Resolving Conflict on the Phone" Sub ...

Complaint Handling "Resolving Conflict on the Phone ... 15 tips to improve First Call Resolution in the Call Centre ... derek hendrikz 2,976 ...
Read more

Derek Hendrikz | LinkedIn

Derek Hendrikz is an international strategic leadership & organisational performance specialist. As renowned trainer, speaker and consultant, Derek has ...
Read more

Raeesa Davids | LinkedIn

View Raeesa Davids’ professional ... Freelance Facilitator and Trainer to Derek Hendrikz Consulting for Customer ... Leadership skills and Time ...
Read more

Employment Equity Training - POP Training & Consulting

Our Employment Equity Training is ... Call Centre and ... with the necessary knowledge and skills to meet all the legislative requirements ...
Read more

20 tips to multi-skill your contact centre

20 tips to multi-skill your contact centre. Previous. ... My call centre routes calls to the same agent if they have dealt with a ... Derek K. 7 Mar at ...
Read more

Case Studies | New Zealand Spinal Trust - Te Taratihi ...

Case Studies These case studies reflect some of the ... Call Centre Operator managing sales and ... To work in a job that I can develop new skills and ...
Read more