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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

WHAT IS A CALL CENTER? - Vinod M Shahani

                                                       CALL CENTER

The most simple and generally accepted definition of a "Call Center':

A program/platform to receive Inbound Calls or make Outbound calls, especially related to business calls. It can either be calls pertaining to B2B or B2C business, or could be as per the business requisites of various companies/organizations. Call Centers could be Customer Service / Sales / IT etc. oriented, and it primarily focuses on to generate Revenue for the company through Product/Service Sales plus Customer Service.

It can also be functioning to engage in Product Development or Service:

• By capturing the feedback of the customers
• Solve or rectify the ongoing Product/Service issues faced by customers on regular basis.
• Establish a Clientele for consistent business.
• Promote the Brand.
• Generate Leads for future business.
• Keep-up with the existing competition in the market regionally/globally.
• Optimizing the company's website whenever the need arises.
• Embrace & implement up-to-date with advanced technology available.

Perhaps, the list may never seem to finish, however, Call Center has really achieved great success in uplifting the scope of business globally to new heights. It has fulfilled in many ways in covering the gap between the actual company and the end user at the end of the day. For instance, the customers have been able to practice their customer rights with the accessibility to knowledge/information about the Product/Service and not only that but the customers are able to get an insight, communicate and even complaint as per the circumstance/situation.

What are the different types of Call Centers? How do I prepare for the Call Center interview?

Let's review it on the next article. 

Signing off for today.

Yours Sincerely

Vinod M Shahani