...have gotten the job but I knew that I just had to accept the inequalities that occurred in the industry, as women were seen lower than men and could only be junior management. Once I entered the large, high-ceilinged room, I detected rows and rows of workstations placed in compartments divided by shoulder high partition, this was only one out of many rooms. As I quickly glanced at different rows, one woman caught my attention with her red bloodshot eyes that were sagging with fatigue and purple marks on the bottom of her lashes indications of her restless night, I was intrigued to find out why she had been so restless but it was in no doubt the working time shift of middle of the night till early morning that cause this, the call centre ensured working hours tailored the western world time zone, as the customers were mainly from united kingdom or America. I marched over to row...
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...Suppose you are working as an operator in a call centre in India and receiving calls from Americans and Londoners. How would you handle such calls? * No matter what working in call center, Customer is our king and hence any call received at the desk should be attended politely * The main focus while taking such calls should be in resolving the query of the customer with patience and empathy * At the same time the angry outbursts/irate customers need not be encouraged customer may be reminded about their unprofessional conduct in polite and convincing manner, same time ensuring customer that there query is being addressed by the operator * In case the caller is still not willing to speak to the operator, it is better to escalate the call to boss as instructed by the caller; this may pacify the caller a little * As Mr. Vashistha says regular training sessions should be conducted at call centers by seniors giving tips to their juniors on handling irate customers. * Apart from regular trainings, motivation and appreciation sessions are more required by call center to boost up the energy of the operators 2. Do you agree with the view such abusive happenings on the telephone do not have any impact on business? * If the acceptance of such abusive happenings is limited only to telephone then this may not have any impact on business * The person who is directly impacted due to such abusive happenings is the call operator, if he/she is able to overcome...
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...www.MA-Dissertations.com Dissertation Writing Service TABLE OF CONTENTS Abstract ........................................................................................................................................... 3 Acknowledgement .......................................................................................................................... 4 Plagiarism Statement ...................................................................................................................... 5 Chapter I: Introduction to the Study .............................................................................................. 6 1.1 Introduction to the Problem ............................................................................................... 6 1.2 Background of the Problem ............................................................................................... 7 1.3 Statement of the Problem................................................................................................... 8 1.4 Statement of Purpose ......................................................................................................... 8 1.5 Rationale ............................................................................................................................. 9 1.6 Aims and Objectives of Study:........................................................................................ 10 1.7 Research Question ..............................................
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...organizational visits 6 3. Professional development from PALS 7 3.1 Commercial awareness 8 3.2 Communication skills 8 3.3 Leadership 9 3.4 Foreign language 10 4. Help in the future 10 Conclusion 11 Reference 12 LEARNING LOG 13 Introduction In this text, I will retrospect to the period doing the assignment and reflect how I developed professionally and personally. The first chapter gives a review of the group assignment and presentation. We took DHL call centre as the development subject, and analyzed the importance of establishing a new call centre based on the theories about the reasons of building call centre. Based on existing literature about call centres, we summered up the advantages of call centres and examine the current status of DHL, thus our analysis gives a theoretical and practical ground of building DHL new call centre (Bruce et al, 2010). Latter analyzed the factors influencing the success of call centres so that we can adapt right strategy and avoid big failure (Chiara et al, 2006). The main concern is to promote service quality in all dimensions and by scientific means. In the second chapter, I draw a line between what I noticed and perceived from visiting and interviewing activities and what I’ve learned in the module before. Besides, I will explain my understanding of PALS in the aspects of learning skills, practice, introspection, interaction, sharing and equal. A new participant like me who has never...
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...Queuing (UQ) 5 Phone Calls (traditional ACD) Videophone Calls Email Web Calls (chat, voice, video, collaboration) • Interactive Voice and Video Response (IVR, IVVR) 6 • Interaction History 6 • Outbound Dialing 6 • Recording and Quality Monitoring 7 • Integration Capabilities 8 • Reporting 8 • Agent Interface 8 • Supervisor Interface 9 7. Advantages of CosmoCall Universe™ 9 8. Architecture Overview of CosmoCall Universe™ 11 9. Selected partners of CosmoCom™ 11 10. Different Awards won by CosmoCall Universe™ 11 11. Why did the company choose this system 13 12. How the system was implemented 14 13. Issues faced by Legato due to CosmoCall Universe™ 14 14. Recommendation for Legato 15 15. Conclusion 15 16. References 16 Introduction: Businesses are outsourcing their services to different corners of the globe these days in order to cut down on costs. Most foreign countries are outsourcing their services to countries where the minimum wage is low. India is recognized as one of the leading countries when it comes to the telemarketing industry, and has been able to generate profitable revenue. In the past few years a few companies have engaged themselves in building telemarketing industries and take advantage of the minimum wage as well. Legato Services Limited is the pioneer Call Centre as well as a Hosted Call Centre Service Provider and is...
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...Monitor and evaluate calls Monitoring and evaluating calls is an important part of a company in order to reflect back, help in the future, and for training purposes. Monitoring calls helps to improve customer experience, up hold value, and uphold loyalty to the customer. Monitoring helps identify what is going right from wrong, what can be improved, help the callers, and improve efficiency. When calling a company customers want to feel heard, understood, and have the employees or machines to take his or her time assisting with a problem. Monitoring calls, helps build strong bonds between customers and the employees, which build the companies name. There are two types of methods in order to monitor calls first live and second recorded calls. Over the years, many companies have switched from live calls to recorded calls in order to save supervisors and management time. Now evaluating the call center many companies seek professionalism, friendliness, call control, attention, honesty, and overall employee satisfaction. Evaluations help maintain order, goals, performance, and department need in line using scorecards, performance indicators, measuring calls, reporting, and feedback. Appropriate metrics are placed in order to measure service, measure quality, and how efficient the company is. The best metric to help evaluate the call center can reflect on speed of answer, communication etiquette, and average call handle time. These three types of measurements would be use to evaluate...
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...customer service representatives are faced with the daily task of providing conflict resolution to often angry customers, it is very important that they feel empowered and trusted to make decisions that not only impact a company’s bottom line, but that also satisfies the customer’s original request or complaint (Ivancevich, 2010, p 393). Discussion of the Literature While many individuals utilize some type of customer service on nearly a daily basis, the majority of people do not understand the job competencies and necessary qualifications that are needed to be able to effectively handle inquiries and diffuse tense situations on a daily basis. In "An Empirical Study of Job Design in the Australian Call Centre Industry’ Bowden argues that the majority of customer service employees in call centers lack the necessary autonomy and authority needed in order to solve an issue directly without involving upper management. By providing employees with more direct individual authority, he argues that customers will receive...
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...Blauner. According to Marx, employees experience four types of estrangement: Self-estrangement, Estrangement from the product of their labour, Estrangement from their species being, Estrangement from others. Blauner argued two assumptions that differ from those suggested by Marx. 1. Alienation is not inevitable under capitalism. 2. Work has different meanings for different people. Our central proposition is that employees develop coping strategies, which combat alienation through informal processes and action. The five main survival strategies that employees engage in are listed below, Making out Fiddling Sabotage Joking Escaping Article 1: ‘Subterranean Worksick Blues’: Humour as Subversion in Two Call Centres (Phil Taylor and Peter Bain) This article engages in debates stimulated by previous work published in Organization Studies, and more widely, on the purpose and effects of workers’ humour and joking practices. The authors emphasize the subversive character of humour in the workplace, rejecting...
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...experience on the city roads and with a basic knowledge of reading addresses in English. The fuel cost has to be borne by the driver The maintenance of the car is taken care by MERU MERU helps the drivers by providing the booking to drivers through their call centers. The driver is free to take passengers if he doesn’t get calls from the call centers The driver is assigned a ride from the call centre by tracking his presence through the GPS navigation system and hence he can NOT ignore the call centre’s trip assignment. In return the driver provides Rs. 900 - 1100 per day to MERU . Note, it is a per day charge and not a per call charge, which is means that even if the driver does not get a call from MERU on a particular day he has to pay Rs.900 to 1100 as “rent” for using the car. Whatever the driver earns above these is his own income (Expected income of Rs. 500 to 1000 per day). What are the different aspects of Service Blueprinting that are applicable to Meru? | Customer Aquisition | Booking Management | CAB Delivery | Service Delivery | Physical Evidence | Voice call, SMS | SMS, Internet confirmation | CAB | Printed receiptgiven tocustomer aftertrip. Meruknows driver | | | | | | Customer | Customer Makes a call/ log on to website | Receives confirmation | Customer identifies and boards the cab | Customer reaches the destination and pays the bill as per receipt | | | | | | Contact Person | | | Driver | Driver | | | | | | Support Processes...
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...endeavor is call centers. The call center located in El Paso, Texas has a contract with COX Communications. They handle billing, technical, and retention calls for the cable, Internet, and phone provider. The call centers are normally a lucrative operation for Xerox. Under certain conditions though, Xerox can lose money in the call centers. The biggest revenue killer is overstaffing. “Whatever the purpose of research, a problem must exist in order to justify an investigation of the phenomena within the environment” (Trewatha & Holliday, 2015). Xerox’s loss of revenue due to overstaffing is a substantial issue that merits research to find a solution. To understand how Xerox loses money in overstaffing situations, we must first discuss how Cox Communications pays Xerox and how Xerox pays its call agents. Xerox pays their agents whenever they are logged into their phones, whether they are actually on a call or just waiting for a call to come in. Arden Pease, an operations manager at Xerox, mentioned “Cox Communications only pays Xerox when an agent is actually on a call. So when an agent is on a call, COX pays Xerox and Xerox pays the agent. When an agent is not on a call Xerox is paying the agent without any revenue coming in from COX” (A. Pease, personal communication, April 20, 2015). Each agent is paid $9.00 an hour plus bonuses. Xerox is losing at least $0.15 cents per minute per agent. On any given day, Xerox has an average of 30 agents available (waiting for a call to come...
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...NETW600 Capstone Team E Week 7 Final Project Travel Agency Inc (TAI) RFP Response Table of Contents: Executive Summary 3 Background 3 Industry Trends and Projections Problem Definition 6 Requirements Definition 8 Project Goals and Objectives Project Assumptions Current Configuration of Network Identification of Business Issues and Requirements Budget Requirements Network Design 11 Alternative Approaches Customer Ownership Outsourcing and the Cloud Comparison of Alternatives Cost differences Workflow differences Reliability Maintenance Performance Findings, Conclusions, and Recommendations 16 Implementation Plan 17 Project Plan Milestones Implementation Plan Training Follow-up Appendices 19 Appendix A Appendix B Appendix C Appendix D Appendix E Appendix F References 27 Executive Summary: Travel Agency Incorporated, (TAI), has reached a pivotal point in the travel industry and is at a stage for which changing business model operations is critical and may determine their very survival. Make no mistake TAI is at a crossroad. It is crucial that TAI reduce costs and employee turnover, eliminate network congestion, and develop a presence for online bookings. It is also imperative that TAI’s reputation and business model of providing complete and very personal service while building and maintaining excellent relationships with their customers cannot be...
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...Sample Trip Report To: From: Subject: Vanguard Communications/Incoming Calls Management Institute Seminar On (date) I attended a seminar in (location) which was sponsored by Incoming Calls Management Institute. The name of the seminar was "Understanding and Applying Today’s Call Center Technologies.” The seminar leader was (Lori Bocklund/Dave Bengtson/Don Van Doren), a consultant with Vanguard Communications Corporation. We talked about strategic alignment – how important it is that our call center technology enable our call center strategy, which supports our business strategy. We looked at the customer contact challenges presented today. We must use multiple media and build relationships with customers – not just service their needs over the telephone. We learned the “why, what, how, who, when” of a broad array of call center technologies, from basic functions to advanced tools. We started with a discussion about infrastructure - application architectures, and network architectures. We talked about some of the emerging architectures that move intelligence outside of the switch, and leverage Internet Protocol (IP) for voice switching. We talked about capabilities for routing and reporting, at both basic and advanced levels. We also looked at advanced management tools such as workforce management systems, simulation tools, and quality and logging systems. We talked about self service via voice response and the web, and the powerful business case it...
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...Assignment2: Patelco (B) Case Study 1. Develop minimum cost staffing plans for each of the 4 call centers. Substitute the data we got from the case study: into formula: . When Wq<1, minimum “C for ASA” can be found. Thus run the excel sheet based on the formula we can get the minimum cost staffing plans. Minimum “C for ASA” for each call centers and employees’ 8-hour shifts are such as the following: The total “C for ASA” for each call center is: 271, 67, 57, and 73. The number of minimum stuff for each center is: 23, 6, 5, and 6. The total number of the staffs needed in four call centers is 23+6+5+6= 40 people. 2. What’s the effect on costs of staff when ASA=10s? (General Call Center) ASA=1 when it was 60s, so ASA=0.17 when it turns to 10s. So the numbers “C for ASA” changed as illustrated in picture1, and the manual solution changed as illustrated in picture2. Picture1 Picture2 We can see that as the ASA requirement is reduced to 10 seconds, in order to let Wq less than 0.17, more staffs are needed. The total “C for ASA” here is 318, 47 more than the situation of 60 seconds. And the total number of staff is 27, 4 more people are needed comparing to the situation of 60 seconds. 3. ASA=60s. Cross selling proposal: Average call length increase to 5 minutes. What’s the effect? What cross-sell capture ratio will make this a cost effective proposition? In this case, μ turns to be...
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...Class, This is a set of information comparing IP Contact Call Centers in side-by-side analysis that was created by Faulkner’s FACCTs several years ago. You can see that they do cover information on each company, the features that are in each product, and even some basic pricing information. You are going to use this as if it is the compiled responses from a real RFP. This information will help you assign vendor scores in your table, and help you decide which vendor to use. IP Contact Call Centers: Side-by-Side |The right IP contact call center can make potential new customers go away happy. A conventional “Your call is important to us…” call | |center—in today’s age of Internet gratification—will likely just make them go away. | | | |Take a conventional call center, put it over an IP-telephony infrastructure, plug in a multimedia server or two and upgrade the agent PC | |client software, and presto—you’ve got all the makings of an IP contact center. It’s not quite that easy, of course. Contact centers—so | |called because they add customer-interaction channels beyond just voice—represent considerable added complexity, and cost, over voice-only | |call centers. ...
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...and Technology Enhancement In the Boost Mobile Call Center Karly Derosena Managerial Applications of Information Technology DeVry University, Keller Graduate School of Management February 16, 2014 TABLE OF CONTENTS Abstract 3 COMPANY BACKGROUND 3 BUSINESS PROBLEMS 4 HIGH-LEVEL SOLUTION 5 BENEFITS OF SOLVING THE PROBLEM 8 TECHNICAL APPROACH 8 HIGH-LEVEL IMPLEMENTATION PLAN 9 CHANGES TO TECHNOLOGY 10 SUMMARY OF RECOMMENDATIONS 10 CONCLUSION 11 REFERENCES 12 Abstract: A call center is defined as a place where contacts are made and received. It is often the “front door” to a business and is the place where most crucial customer interactions take place. Therefore, its effective and efficient operation is a key ingredient to the overall success of any organization. Call centers are an increasingly important part of today’s business world, employing millions of agents across the globe and serving as a primary customer-facing channel for firms in many different industries. Call centers have been a prolific area for operations management in several domains, including forecasting, capacity planning, and personnel scheduling. In addition, as telecommunications and information technology have advanced over the past several years, the operational challenges faced by call center managers have become more complicated. Issues...
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