What is it Call Centre? Who mostly need contact centers ? Advantages of contact centers Lack of contact centers Сonclusion. - презентация

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2 What is it Call Centre? Who mostly need contact centers ? Advantages of contact centers Lack of contact centers Сonclusion

3 A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone.

4 The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company's customer relationship management. The majority of large companies use contact centres as a means of managing their customer interaction.

5 The origins of call centres dates back to the 1960s with the UK-based Birmingham Press and Mail, which installed Private Automated Business Exchanges (PABX) to have rows of agents handling customer contacts

6 The possibility of organizing a queue and working with calls in a queue is one of the principal advantages of the call-center before receiving calls by multichannel numbers. The fact is that if all channels of a multichannel number are busy, the company still loses part of the calls and, even more dangerous, there is no way to know how many subscribers were lost.

7 Also at the disposal of the operator there is a scenario of working with the subscriber. The script is written by the customer independently or is formed by call-center managers. This includes a form of greeting, all possible questions and answers that may arise in a conversation with the subscriber, as well as modeling conflict management. Thus, customers receive a quick, professional and personalized response to each call.

8 Incompetent response to the question - a blow to loyalty, even more devastating than a slow reaction. among call center employees, one of the highest employee turnover rates. At least 90% of candidates for operator vacancies view their work as temporary. The call center is simply not able to grow and maintain. Lack of contact centers Lack of contact centers

9 Labor operators are often ungrateful. So it draws to write "their bread is bitter," etc. Judge for yourself: the change lasts from 8 to 12 hours, the operator is continuously sitting in headphones at the computer in a huge hall filled with people. All breaks are strictly regulated. The operator can not get up when he wants, and go to drink tea, smoke, chat with colleagues. Even in order to leave the toilet, he must press the appropriate button, and the time spent in the toilet is ruthlessly calculated by the indifferent system. All conversations with customers are recorded, analyzed and evaluated.

10 in conclusion of my presentation I want to say that the work of the operator is very interesting, but at the same time very difficult. Iron nerves are required for this job.