TYPES OF CALL CENTER PROCESS/PROGRAM - Vinod M Shahani

                            Types of Call Center Process/Program

There are different types of Call Center Process/Program:

1) Voice Process
2) Non-Voice Process
3) Blended
4) Back-End Process

Elaborated

Voice Process:

Mostly in B2C (Business to Consumer) the employees/agents/executives deal over the phone directly with the customer. 

• They solve their generic queries or concerns over the phone.
•  If there is a request/order for a product / installation of equipment or software or any other repair service etc. the executives/agents forward their request to the concern department viz logistics, technical department to arrange technicians or take remote control of the system for fixing the issue, admin department etc.
• Fraud Department.
• Dispute Department.
• Complaints / Grievances Department.
• Product Tracking Department etc.

Non-Voice Process:

Just like the Voice-Process the executives/agents deal directly with the customers on various aspects, however, they deal either through E-mails or Chats.

Blended:

Blended process is an LOB (Line of Business)/Program which consists of both the Voice Process and the Non-Voice Process and a little amount of Back-End work too (optional). The percentage of the number of Calls done/taken or interacted with customer through E-mails/Chats may differ from process to process.

Back-End Process:

It deals with all the back-end work/task like verifying the documents, bills, fraud claims, dispute claims, legal issues claims, MIS, reports, actual logistics or couriers etc. for/of the customer. It ensures to fulfill most of the requirements of the customers or regular business which needs a Back-End support team's initiative to be executed, as promised/discussed over the phone, e-mail or chat.

Conclusion:

These are the essential components of a Call Center Business and it depends on the requirements of a particular company as per the Process/Program/LOB. At times budget of a company can also be a deciding factor as to how they want to run their business.

I hope this article of mine would give you a little insight of a Call Center and I anticipate that it was worth investing your time to read it and gain some knowledge to add it to your record.

Thanks & Regards

Vinod M Shahani

E-mail: vndshahani198104@gmail.com