What is a call centre ? Discuss the different categories of call centre technologies that should be considered while establishing a call centre.
A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.
A call centre has an 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.
Call center technology is constantly evolving, so it can be difficult to keep track of the latest innovations in the market.
Categories are -
Call center technologies: Top 10 buzzwords
1. Automatic call distributor
2. Predictive dialer
3. Issue tracking system
4. Knowledge base
5. Text analytics
6. Session initiation protocol
7. Rich presence
8. Email response management software
9. Computer telephony integration
10. Speech analytics
An automatic
______ _______ _________ ___ __________ ______ ___ _______ ______.
_______ _____ ________ ___ _____ ______ __________ ______ ____ _______ ____ _____.
_________ ______ _______ _________ _______ _________ ___ ______ ______.
____ ____ ___ _____ _____ ______ _____ ___ _________.
_______ _______ _______ ______ ____ ______ _______ __________.
_____ __________ ___ ______ ________ _____ ___ ___ _______ _____.
____ __________ ________ __________ __________ _____ __________ ____ ___ ________ __________ ____.
__________ _______ __________ ____ _____ ______.
_______ ________ _________ __________ _______ __________ __________ _____ __________ ________.
_______ ___ _____ _________ _________ _____ ___ ____ ___.
_________ ___ ___ _______ _________ ________ _____ ________ ______ ___ _____.
_______ __________ __________ __________ ___ _______ ________ ________.
_________ ________ __________ __________ _________ _______ _________ ___ _________ _______.
____ _________ ___ _____ _________ ________ ____ _____ ___ ____ _____ _________.
_____ ____ ______ ____ ______ ____ _______ ______ _________ ___ _____ _______.
________ _________ _______ _________ _________ ______ _________ __________ ___ ________ _______.
__________ ____ ______ ________ ______ ______ _______ ____ __________ ____.
____ ___ _________ ______ _______ ___ _____ ______.
____ ___ ___ ______ ________ ______ ______ ______ __________.
____ _____ __________ ______ _______ ________ ___ __________.
___ ________ _________ __________ __________ ______.
___ _____ _____ ___ ______ _____ _______ ________.
___ ___ _______ ___ __________ ______ ____ _____ _______ ________.
____ ____ ______ _____ __________ _____.
__________ ________ ________ __________ _______ _____ _____.
_____ __________ _____ ________ __________ ___ _________.
_____ ____ ___ ____ __________ __________ _________ _____ ______.
___ _________ _________ _______ ______ ______ ____ __________ _________ _____ _______ _________.
__________ ________ ________ _____ _____ __________.
__________ ___ __________ _______ _________ ________.
___ ________ ______ _____ ________ ___ ___ _________ ________ _______.
____ ______ ________ ______ _________ ______ ______ ___ _________ ____.
___ _______ ______ ____ ___ _________.
_______ _______ _________ _____ __________ _____ _______.
__________ ________ ________ _______ ______ _________ ___ _________ ____ __________ ________ _______.
______ _____ ________ ________ _______ ________ _____ _________ ____.
__________ ______ ________ _________ ___ ______ ___ ___ __________ __________.
___ __________ ______ ____ ___ ________.
_______ ____ _______ ________ ____ ___ __________ ____ _______.
______ _________ ______ ____ ___ ____ ___ _____ _____ ___ ____.
______ ___ ______ _______ _______.
_________ ____ _________ ___ ___.
_____ ____ ______ __________ ______ _____ _____ ___ ______ __________ ________ ________.
________ ___ ___ ______ _____.
________ _______ _____ ___ ______ __________ _________ _______ ____ __________.
______ __________ ___ ________ ____ ____ ________ _____ ________ _____.
_______ _______ _____ __________ ________ _____ ______.
______ _______ _____ _______ _____ _____ _________ _________ _____ __________.
__________ ________ ____ ____ ____ _______ _________ _________ _________ ___ ___ ________.
__________ __________ ___ _____ ________ ______ ___ ____ ______ _________ ________.
______ _____ ________ ___ _______ _____ ____ ___ ___ _______ __________.
______ ______ _______ _____ ____ ___.
_______ _____ ______ ______ ________ ________ _______ ___.
_______ _________ _________ ____ ______ ____ _____ _______.
________ ________ ________ _______ ______ ___ ___ _______ _________.
________ ______ _____ ________ _________ ________ __________ ________ _______.
____ _____ ____ ________ ________ _____.
______ ___ _____ __________ _____ ________ ____ _________ __________ ___.
_______ _______ __________ ______ _________ ______ _____ ________.
_____ ______ ________ ______ _____ ____ _________ ____ _____ _________ _________ __________.
______ ________ _________ ___ _______ _______ _________.
___ ______ _________ __________ __________ ___ _________ ___ ____ __________.
- Solved Assignments
- Study Notes
- Guess Papers
- Question Papers
✓ Unlock up to 60% of the answer
✓ No payment required