8/13/2019 What is Call Center

1/15

1

InTeliSales - Communication Respect Trust

InTeliSalesCommunication Respect Trust

Call Center Introduction

Course Code: ITS-CCI101

info@intelisales.com

www.intelisales.com

8/13/2019 What is Call Center

2/15

2

InTeliSales - Communication Respect Trust

Course Description

This course is for beginners who are

interested in getting to know the Call

Center Industry.

Trainer: To Be Announced (TBA)

Daily Hours: Eight (1)

Total Hours: Eight (1)

Training Days: Any Day

Course Duration: One Day

8/13/2019 What is Call Center

3/15

3

InTeliSales - Communication Respect Trust

Agenda

Business Process Outsourcing (BPO)

Call Center Industry Introduction Types of Call Centers

Call Center Operations

Call Center Technologies

Call Center Human Resources

Call Center Future in Pakistan

Call Center Careers

Agent Job Descriptions Team Leader Job Descriptions

Call Center Manager Job Descriptions

8/13/2019 What is Call Center

4/154

InTeliSales - Communication Respect Trust

Business Process Outsourcing

(BPO) BPO is the business practice of using

specialized people or companies outside of the

main business area

Example: Mobilink has a Sales department

somewhere rather than in their business areaUSAGE

For cost consideration

Need more expertise by hiring an external source

To get rid of legal issues that are with human resources,

insurance, and government

8/13/2019 What is Call Center

5/155

InTeliSales - Communication Respect Trust

BPO

Growth in Pakistani MarketBanks IT is being outsourced to local IT firms

Local Telemarketing

Transportation

Key Drivers for GrowthAttempt to focus on core Competencies

Desire to improve Service Levels Agreements

(SLA)Aim of reducing internal costs

8/13/2019 What is Call Center

6/15

8/13/2019 What is Call Center

7/157

InTeliSales - Communication Respect Trust

Types of Call Centers

INBOUND

Technical Support

Sales Inquiries

Customer Support

OUTBOUND

Telemarketing Sales

Appointment SettingSales Follow Ups

8/13/2019 What is Call Center

8/158

InTeliSales - Communication Respect Trust

Call Center Operations

Operation is from Bottom Up

Efficient Staffing

Available Technologies

Efficient Call Handling

Able to Handle Peak Hours

Increased Management

Control

Backup Coverage

8/13/2019 What is Call Center

9/159

InTeliSales - Communication Respect Trust

Call Center Technologies

Voice over Internet Protocol (VoIP)

Interactive Voice Recording (IVR)

Automatic Call Distributor (ACD)

Predictive Dialer (PD)Predicts human voice

Power Dialer (PD)

Fast Dialer does not predict human voice

8/13/2019 What is Call Center

10/1510

InTeliSales - Communication Respect Trust

Call Center Human Resources

Agents

Supervisors/Team Leaders

Managers/Assistant Managers

Executive ManagersDirectors

Shareholders

8/13/2019 What is Call Center

11/1511

InTeliSales - Communication Respect Trust

Call Center Future in Pakistan

2000 Over 20 call centers in Pakistan

2003 Local banks have their own call

center

2004 100+ call centers in Pakistan2006 Indian call centers outsourcing to

Pakistan

2007 50+ 5-seats call centers2008 Self Employed

8/13/2019 What is Call Center

12/1512

InTeliSales - Communication Respect Trust

Call Center Careers

Western experience

Higher labor availability

Good accents

Fair comprehension skillsLow cost talent pool

Good Infrastructure

8/13/2019 What is Call Center

13/15

13

InTeliSales - Communication Respect Trust

Agent Job Description

Must be fluent in English

Must be high school pass

Must be proficient in Internet technologies,MS Office (Excel, and Word)

Be flexible to work at nights shifts

Able to dial consistently

Able to meet project deadlines

Able to dial 350 calls per day

8/13/2019 What is Call Center

14/15

14

InTeliSales - Communication Respect Trust

Team Leader Job Description

Provide coaching and training to agents

Develop action plans for projects

Consistently convey a positive attitude to

teammates and callers/customersConduct CSR applicant interviews and

recommend desirable candidates

8/13/2019 What is Call Center

15/15

15

InTeliSales - Communication Respect Trust

Call Center Manager JobDescription Manage people and systems to maximize quality and

quantity of service Manage to a budgetary plan based on monthly forecasts,

profit and loss, revenue and expenses

Strategic planning for call center operations, etc.

Maintain open lines of communication with other

departments Stay informed on the call center industry

Meet any legal and/or regulatory requirements

Meet call center reporting requirements

Attract, develop, and retain a diverse work team Develop programs and action plans to meet service and

productivity goals