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Call Center Abbreviations

Call Center Abbreviations

Copyright (c) 2008 Hani Masgidi

In the contact center industry we come across a lot of abbreviations and expressions that are used very often without having a clear definition about them. He You will find a list of these expressions with their definitions .

Automatic calls distribution – ACD
A computerized phone system that responds to the caller with a voice menu -IVR and connects the call to the appropriate CSR according to a set of parameters -e.g priority of skills or longest available time . It can also distribute calls equally to agents. ACDs are the heart of call centers, or contact centers, which are widely used in the telephone sales and service departments of all organizations.

Computer-telephony integration – CTI
Is a computerized systems which combines the callers data with voice systems in order to enhance telephone services by retrieving the caller database and get it displays at the appropriate CSR’s screen when the call gets routed to him by ACD -Automatic calls distribution

Interactive voice response – IVR
Is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as “yes”, “no”, or numbers in answer to the voice prompts.

Call Work Code – ACD
A number, up to 16 digits, entered by ACD agents to record the occurrence of customer-define deviants -such as account codes, social security numbers, or phone numbers on ACD calls.

Key Performance Indicators -KPI
Factors that show certain standards and guidelines to maintain productivity.

Service Level Agreement – SLA
A contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Services for customers can be measured, justified, and perhaps compared with those of outsourc­ing network providers. Some metrics that SLAs may specify include: What percentage of the time services will be available; The number of users that can be served simultaneously; Specific performance benchmark to which actual performance will be periodically compared

Average call waiting – ACW
The time from the person reaching the number being called until the CSR picks up the phone -~20seconds

Average Talk Time -ATT
Time frame within which the customer is kept in the phone -~2minutes

Average Hold Time -AHT

Period of time during which the customer is kept on hold -has to be as minimum as possible

Customer Service Representative – CSR
Person attempting and handling all the calls, providing the customer with any inquired information.

Senior Customer Service Representative – SCSR
CSR who is not only handling the calls but also conducting telesales.

Team Leader – TL
person who plays leading role among the team, setting up an example and responsible for couching, training, guiding, motivating and encourage the CSRs to accomplish the assigned tasks as well as coordinating externally and internally and drive the team ahead towards the potential vision.

Supervisor – SUP
A person who is a step above the team leader and below the managerial level, responsible for the day-to-day performance of the group, should have the authority, to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline CRS, or responsibly to direct his team leaders on the efficient ways to achieving the department goals , adjust their grievances, or effectively recommend an actions to resolve the raised issues. It is not of a merely routine or clerical nature, but requires the use of independent judgment.

Customer Relationship Management – CRM
Entails all aspects of interaction a company has with its customers whether it be sales or service related. The Computerization way of interaction is recently being used in the market approaching the new strategy in serving customers with each new advance in technology, especially the proliferation of self-service channels like the WEB and WAP phones, more of the relationship is being managed electronically and therefore organizations are looking for ways to personalize online experiences through tools such as help desk software, e-mail organizers and Web development.

Internet Contact Center – ICC
Where all the required contacts and inquiries can be kept in one database, and viewed by all of the users. ICC has such features as Universal Queue, real-time and historical reporting, web collaboration, email transfer, etc.

Voice Over IP address – VOIP
A category of hardware and software that enables people to make telephone calls via the Internet. In simple words these hardware and software converts the voice signals into packets of data, which are transmitted on shared, public lines.

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YourCall Center Industry resources and call center management kit

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Call Recording Laws What You Need to Know to Avoid Costly Fines and Legal Fees

Call Recording Laws What You Need to Know to Avoid Costly Fines and Legal Fees

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Do you record or plan to record your calls and/or screen activity? Do your employees discuss sensitive information over the phone? If so, there are serious call recording laws and call recording regulations that you need to be aware of. To avoid costly violations and ensure customer credibility, you need to become familiar with the new and evolving call recording laws, call recording regulations, and industry standards that most profoundly impact organizations today. You should make a point of learning what you can do to avoid violating these call recording laws, and where to go when you need help. The information in this article on call recording laws and call recording regulations is not intended as legal advice. Always check with your legal counsel to learn more about how call recording regulations can affect you and your organization. Let’s discuss some of the most common call recording laws and call recording regulations impacting organizations today.

Payment Card Industry Data Security Standard [PCI-DSS]:

Established by American Express, Discovery Financial Services, MasterCard Worldwide, Visa International and JCB, PCI-DSS call recording laws are intended for organizations that accept credit cards and record those interactions. The call recording regulations forbid the insecure storage of unencrypted credit card numbers, PIN numbers, and other personal information in databases and call/data recording systems. Call recording systems should be able to identify, encrypt and restrict access to sensitive customer information from unauthorized users. According to the PELORUS Group, a leading independent market research and consultancy company in the financial services and telecommunications industries:

1. Contact centers can easily become unsuspecting violators [of PCI-DSS compliance regulations] because of the practice of recording private customer information in call and data recording systems.

2. Unless agents are specifically authorized to see this information, their unrestricted access is a violation of PCI-DSS.

3. You can avoid potential violations by investing in recording technology that blocks or encrypts recordings that contain card numbers.

Health Insurance Portability and Protection Act [HIPPA]:

The HIPAA Privacy Rule protects the privacy of individually identifiable health information. With regard to call recording laws and call recording regulations, it’s imperative that organizations have the ability to identify, restrict access to and encrypt specific interactions containing sensitive information from unauthorized users.

Fair Debt Collections Practices Act [FDCPA]:

Designed to eliminate abusive, deceptive, and unfair debt collection practices, the FDCPA mandates that collectors must identify themselves, including the name of their firm, and explain that the purpose of the call is to collect a debt. With regard to call recording laws and call recording regulations, all interactions must be day and time stamped, and all calls recorded in order to assess employee compliance.

Telemarketing Sales Rule:

The Telemarketing Sales Rule prohibits sellers and telemarketers from making false or misleading statements. The Federal Communications Commission may assess a fine of up to $11,000 per violation. Seven pieces of information must be provided by the employee during the call – such as identity of the seller, the nature of the goods or services offered for sale, the full cost of all offers, etc.

Learn more about call recording laws and call recording regulations and how to avoid costly fines and legal fees – download your complimentary copy of the white paper “Call Recording Laws, Regulations and Best Practices for Ensuring Compliance,” authored by renowned analyst Dick Bucci from The PELORUS Group at VPI-corp.

Patrick Botz serves as Corporate Vice President of Solutions Marketing for VPI (Voice Print International), the leading provider of interactions recording, contact center quality management and performance optimization solutions. Leveraging more than a decade of field experience as a CRM and contact center practitioner, he focuses on the mission-critical aspects of capturing customer intelligence and optimizing business processes and workforce performance. Patrick’s work has been published in Customer Inter@ction Solutions, Business Management, Contact Professional, Call Center Magazine, Connections Magazine and Contact Center World. Patrick holds an MBA from Pepperdine University and a BSE in Engineering from Arizona State University.

VPI [Voice Print International] is the premier global provider of interaction recording and analytics, contact center quality management and workforce optimization solutions. For more information visit http://www.vpi-corp.com/.

http://www.a1articles.com/call-recording-laws-what-you-need-to-know-to-avoid-costly-fines-and-legal-fees-1307922.html

Avon Beauty Center Company Strategy – What You will Need To Recognize

Avon Beauty Center Company Strategy – What You will Need To Recognize

A good Avon Beauty Center Commercial Strategy presents you a practice to consider the success regarding the Avon Beauty Center, helps the particular site decision process and provides a structure for loan application. Distributors can generate income 4 ways through a Certified Beauty Center: retail sales as a result of new buyers, sales brochure sales, enrolling, along with the halo impact of retail store profile along with customer awareness on an individual’s all around direct selling organization. These are the critical parts for the certified Avon beauty center small business program that will help you win completely new customers as well as increase revenue.

Site Choices

One of the most important approaches that will push customers to your retail business is usually by selecting a proper location. Avon will review your selection and can simultaneously guide you in deciding. You should really seek out sites that will have 100,000 people within just 5-10 miles, demographics having 20% or a bit more female age 18-44, a minimum 2 business zones within your main business area, plus an average household income $30-50K. Look at your local Chamber of Commerce with regard to free family and population stats.

Once you have located the shopping center, you’ll need to weigh the opportunity, pricing, and risk, through looking at the anchor tenant, vacancy rates, tenant variation, visibility, quality along with the level of activity.

Any time you’re considering the space, have a look through your physical arrangement, level of competition together with your lease proposal. Your real estate specialist can frequently assist you to assess the particular lease contract conditions, your general contractor can recommend upgrades, and it can generally be wise to have an attorney at law look at your plans before you finalize them.

Start Up Charges

Each qualified Avon Business Center Buyer is actually in charge of planning the space. There aren’t any Avon licensing service fees at the present time. Distributors in good standing suggested through Division and District Supervisors and recognized by their own Regional Vp can submit an application.

Merchandise are monitored with a Beauty Center standalone account and all of the products can be certain to get 50% profits in excess of price. Individuals need to meet the requirements with regards to Paymentech credit card processing.

The 2 biggest monthly expenses will be your lease contract charges in addition to staff costs. Advertising will be additional. Start up costs including first month’s rent payments, legal certificates, insurance policies, cash register, bank card processing gear, business phone along with miscellaneous items range between $3,000 to $10,000 depending on lease contract amount. Furthermore, typically the recommended starting arrangement meant for kiosks is $15,000 purchase amount. Avon supplies credit just for 60/120 days to help reduce advance charges, and posts a listing of most popular offerings available for purchase.

Avon provides on counter signs, visible retailing unit, testers, trial samples, sales aids, preparation guides along with video, as well as other start-up items. Avon is able to simultaneously deliver a Customer Care Representative with every branch location.

Staffing

A effectively prepared, experienced staff is a main factor in the success connected with your personal Avon Beauty Center Small business Program mainly because the staff are going to develop your company and also produce a loyal customer base. A new beauty organization consists of basic, transactional plus seasonal business so it is crucial both you and your employees possess store knowledge, comprehend the retail marketing calendar, and program as necessary. Any retail industry organization is about purchaser connections, long hours together with good staff members.

Through covering all of the fundamental elements of your Avon Beauty Center Organization Plan as part of your advanced planning, an individual will be including your vital details which allow you to create and run the new Center appropriately immediately.

Daniel Dreifus runs a commercial advisory company making use of offline and online marketing and advertising procedures. To help you learn great new online marketing solutions and traditional selling systems have a look at the underlined links inside of this sentence.

http://danieldreifus.articlealley.com/avon-beauty-center-company-strategy–what-you-will-need-to-recognize-2388727.html

Enterprise queue management system

Enterprise queue management system

Enterprise queue management system

Customers are the most key component for organization. Specially, for the service oriented organization including Government, customers visit their service centers for different reasons. Managing the customer flow process by one-stop service centers is critical to keep the service quality. Effective customer flow depends on the customers, who should have clear options and convenient, timely access to services that lead to positive results and high customer satisfaction.

Typically, the service centers frequently face the problem of undisciplined queues; causing tension and stress among both customers and employees which result in efficiency decline. Special service desks remain mostly under-utilized. Customers take back the impression based from the experience of service quality at the service center. While customers & employees remain unhappy; management has not enough data to improve customer service & the human resources.

Device based queue management system has introduced few decades ago to improve from barrier based queue system by several companies. Pre-printed tokens or button based token dispenser with calling terminals are primarily hardware based queue system. It got popularity because of quick deployment solution at that time. However, over times, the management could not obtained data for analyzing the queue in this system. Some of the device based companies improved with some reports, but it was not enough.

With the advancement in IT, lots of companies have come forward to overcome the shortage of data analytical demand from a queue management system. Software based queue system prefers touch based token dispenser to capture customer visit type selection and place the undisciplined queue in virtual queue. System defines the token to route to the available counters based on customers� selected service. The concept of digital signage has also began to open new dimension in queue management system. The managers become enabled to view data on waiting customers and the operation team can work on data to optimize the resources for improvement.

This has revolution in queue system. With the regular launching of new digital devices, the importance of customer relation management (CRM) in business and involvement of different department for their own needs have expanded the expectations from queue system. The improvement of network connectivity with low cost, the organizations are exploring for deployment of centralized computerized queue management system suitable as enterprise grade solution. Computerized queue management system is becoming a part of IT projects within organizations for taking initiative to use their existing hardware and database to reduce the cost of investment, taking leverage of using internal network connectivity within the branches for central system management and reporting on the customer flow data.

Today, the entire queue management has become parameter based configuration on web platform where it can be done based on individual branches. The service desk access the token using browser based soft keypad instead of device. Features like service pledge management, promotion management, appointment management including by call center operation, branch management console, customer segmentation management, priority management, language management, customer interface menu management, SMS management have given organizations much dynamism to improve their queue system with other corporate strategies by different department. The integration of database with BI tools has opened enormous opportunities in analysis.

Dimensions in queue management has not come to stable rather the demands from business users are coming. It is expected that there will be consolidation of different workflow systems with queue management as it is the primary interface with customers.

About the author:

Shoeb Ahmed Masud is one of the co-founders of Business Automation Ltd. working for developing queue management system since 2005. The company has enterprise queue management system �Queue Pro� running in different banks, telecom, Government & private service centers in different countries. To know more about the solution, readers can visit www.queue-pro.com.

http://shoebahmedmasud.articlealley.com/enterprise-queue-management-system-2433849.html

Outbound Call Handling Centers And The Important Functions They Perform

Outbound Call Handling Centers And The Important Functions They Perform

The current trend in outsourcing a firm’s certain functions or processes is often viewed as a means to retain its competitiveness, cut costs or maintain their profit margins. A call handling service provider, commonly known as a call center, refers to a fully-functional entity within a firm or organization that exists primarily to answer to inbound customer queries or initiate outbound phone calls. Call centers are mainly characterized by a having a high-tech, fast-paced, organized and efficient, 24/7 voice operations and data management facility, which provides different levels of inbound or outbound call handling requirements. These essential tasks and functions usually include customer support functions, operator or directory assistance, utility billing, credit and collection, lead generation, social research surveys, telemarketing, and many more.

For large firms and corporate organizations, the need for new telemarketing campaigns or extra customer service support and lead generation methods, may either require looking for additional funding to build a new facility. However, to cut on costs, these firms may also outsource these functions to an outbound call center. An outbound call center is a highly-fluid and fully-functioning entity where many outbound agents do one major task, which is to call prospective customers, promote the company’s products or services, and do relevant political or public opinion surveys. Other vital functions such as lead generation, sales generation, product promotion, credit and account collection, fund raising, and research or survey campaigns for political or social purposes, can be efficiently handled by an outbound call center.

According to call handling service professionals, an outbound call center allows its client companies to generate significant levels of telephone transactions through its outbound sales or marketing agents, without the need to worry about other issues such as hiring new workers, instituting additional compensation or giving other regular employee benefits. An outbound call center will provide firms with the best and most efficient outbound sales personnel, without having to personally train them. An inbound call center’s sales, research or marketing campaigns are also delivered to a much wider market and in the fastest span of time possible, because outsourced call center agents would be more than equipped to fulfill such requirements. Other marketing and promotion campaigns such as a product or service orientation may also be efficiently handled by the outbound call center partner.

The outsourcing trend has grown tremendously in recent years, especially in countries such as India, the Philippines, Ireland, Singapore and China. What’s very clear is that as far as the call center industry is concerned, the trend continues to move upward in its favor. Most large corporations and multinational firms have discovered the many benefits of delegating some business or work functions to an outsourcing provider, allowing these firms to cut costs, increase profits and streamline their existing organizational functions. This allows the company to further concentrate on its core functions, and allow it to embark on other important endeavors, or expand its other business networks. It also spares the parent firm the trouble of purchasing new call handling technology, customer relationship management software (CRM), or spending for the training of new staff.

Outbound call centers allow businesses and organizations to widen their market reach, in a cost-effective and efficient manner. Through the help of expertly-trained outbound call agents, a firm would be able to deliver its message to prospective customers as well as widen its market vase. We all are aware how competitive the business environment is today; therefore it surely would be a major advantage if a firm employs the services of an outbound call center, to ensure that they get a clear edge over their competitors.

Jo is an author and publisher for ‘PPT Solutions’ (http://www.pptsolutions.co.uk), an established UK stationed call center company that offers quality inbound and outbound call handling functions, business training and consultancy. If your company needs outbound call handling services to help you acquire new clients as well as assist you improve your bond with your existing clients in a cost efficient way then have a look at PPT Solutions.

http://joalesto.articlealley.com/outbound-call-handling-centers-and-the-important-functions-they-perform-975884.html

Real-Time Call Center Performance Management Software By VPI Enables Profitability

Real-Time Call Center Performance Management Software By VPI Enables Profitability

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Call center performance management software is now recognized as a valuable solution to a long-standing problem. Much of the information within most contact centers is still collected and stored in disparate systems. Each system typically has its own reports, making it very difficult to make cohesive and accurate decisions based on data that can’t be properly compared and analyzed. With the advent of call center performance management software, companies can now cost-effectively merge all of their bits and pieces of inter-related intelligence from multiple applications and multiple locations into one big chunk of consolidated, actionable information.

With real-time call center performance management software, organizations can collect data pertaining to the vast number of interactions handled, such as how they are classified and evaluated. Call center performance management software can show managers which and how many coaching sessions have been taken, review employee skills, their performance over time, and much more. With color-coded drill-through reports, managers can rapidly identify employees displaying outstanding and poor performance. Reasons for poor responses to sales and marketing campaigns or product launches can be accurately identified much more quickly – based upon detailed, just-in-time analysis of specific areas of concern. To help enable this, innovative call center performance management software systems offer the most meaningful, consolidated performance metrics used by contact centers today and standardized data collectors for popular PBXs, ACDs, WFM and CRM solutions.

Empowering Front-line Employees with Real-time KPIs and Notifications:

Given that contact center agents account for two-thirds of contact center overhead costs, companies are also looking for ways to get more out of these front-line employees. Typically, contact center employees want to do well and are competitive in nature. A real-time call center performance management software system that helps deliver real-time information provides immediate feedback and reinforcement to motivate quality and performance improvements – it empowers employees to quickly get where they want to be. The combination of greater, faster responsiveness and better decisions translates to increased staff morale, productivity and utilization.

Rapid, Outstanding Results:

A group of highly successful, progressive contact centers have achieved rapid, outstanding results with the latest real-time call center performance management software systems. By delivering the right information to the right employees at the right time, based on individual or contact center performance, they are empowering their staff to make immediate, accurate decisions and properly change direction on an intraday basis. For example, shortly after implementing real-time employee desktop tickers and integrated electronic coaching, major retailer 1-800-FLOWERS.COM experienced five additional sales per employee per day and a significant three percent increase in overall sales conversions. A leading U.S. bank achieved a 16 percent reduction in outbound talk time, a 34 percent increase in average speed of answer, and a 37 percent improvement in abandon rate – resulting in a quick return on their investment in less than 60 days. By empowering their employees with real-time desktop performance tickers and notifications, a global telecommunications leader recently reduced talk time by ten percent, decreased their post-call wrap time by 12 percent, boosted call quality scores by 14 percent, increased instant payments by 13 percent and increased dollars collected by five percent – resulting in the generation of several million dollars.

To learn more about best practices for using and the latest developments in Call Center Performance Management Software, visit VPI-corp.

Patrick Botz serves as Corporate Vice President of Solutions Marketing for VPI (Voice Print International), the leading provider of interactions recording, contact center quality management and performance optimization solutions. Leveraging more than a decade of field experience as a CRM and contact center practitioner, he focuses on the mission-critical aspects of capturing customer intelligence and optimizing business processes and workforce performance. Patrick’s work has been published in Customer Inter@ction Solutions, Business Management, Contact Professional, Call Center Magazine, Connections Magazine and Contact Center World. Patrick holds an MBA from Pepperdine University and a BSE in Engineering from Arizona State University.

VPI [Voice Print International] is the premier global provider of interaction recording and analytics, contact center quality management and workforce optimization solutions. For more information visit http://www.vpi-corp.com/.

http://www.a1articles.com/realtime-call-center-performance-management-software-by-vpi-enables-profitability-1307926.html