| Q1. |
What is a Call Center? |
| A. |
A Call Centre is a centralized office of a company that answers incoming telephone calls from customers or handles outbound calling campaigns on behalf of the Client Company. |
| Q2. |
What is a Contact Center? |
| A. |
The term contact center is pretty much same as call center. Contact center in addition to inbound and outbound phone calls can also handle faxes, e-mails and internet chat. |
| Q3. |
What is the basic structure of a Call Center? |
| A. |
Call centers are generally set up as large rooms, with a set of work stations. Each work station includes a computer, a telephone set (or headset) connected into a large telecom switch, and one or more supervisor stations. It may function as an independent center or be linked with other centers. It may also be connected to a corporate data network, including main frames, microcomputer and LANs. |
| Q4. |
Who are benefited by the services of a Contact/Call Center? |
| A. |
Both the business and the customer. |
| Q5. |
What is the scope of availing a Call Center facility from a business firm's point of view? |
| A. |
A Contact/Call center is the focal point of customer service for most companies today. Using a variety of state-of-the-art technologies, Contact/Call centers connect the customer and the organization, in real-time, to provide better professional customer service. |
| Q6. |
What are the services provided by FSD Solutions? |
| A. |
We serve basically in the areas of Customer Support, Telemarketing, Technical Support, and Help Desk. |
| Q7. |
What are the core fundamentals of services being provided to a customer making a call? |
| A. |
To completely manage the organization's customer relationships as part of their sales, service or customer support operations. |
| Q8. |
What are the communication technologies that constitute the infrastructure of a Contact/Call center? |
| A. |
Communication can be automated with the help of Interactive Voice Response (IVR), Telephone, Fax, Internet, E-mail, Text messaging (SMS), Speech Recognition (ASR), Text to Speech (TTS), Computer Telephony Integration (CTI), and Web integration. |
| Q9. |
What is IVR? |
| A. |
IVR stands for Interactive Voice Response. These are automated systems installed in Contact/Call centers that help automate routine tasks such as account information, product information, and schedule. Customers can put in their queries using touch tone phones. Advanced IVR support speech recognition systems are also used now. |
| Q10. |
What is CTI? |
| A. |
CTI, or Computer Telephony Integration, is a technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. |
| Q11. |
What are the advantages of outsourcing to Contact/Call Center? |
| A. |
For organizations, for short or long term campaign support, the need to invest large sums of money in telephony equipment, system integration and application development together with the additional workforce needed to handle additional inbound and outbound calls is no longer necessary. BPO firms who run Contact/Call Centers can provide solutions for all possible occasions with a low initial capital outlay. |
| Q12. |
What is the main challenge faced in the day-to-day activity of Contact/Call Center? |
| A. |
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| Q13. |
What are the key performance measurements in a call center? |
| A. |
Average Call Value (Sales and Reservations Only), Customer Satisfaction, Service Level, Percent Abandoned, Cost per Call, Errors and Rework, Forecast Call-load to Actual, Scheduled Staff to Actual, Adherence to Schedule, and Average Handling Time. |
| Q14. |
Do you have dedicated leased lines? |
| A. |
Yes; we have three dedicated leased lines from premium service providers. |
| Q15. |
How much qualified your staff is? |
| A. |
Our staff is well qualified. You can screen our staff before the contract to get to know. |
| Q16. |
Do you conduct any training program for your staff? |
| A. |
Yes; we believe that training is the key element in the process of establishing world class standards. Client-specific training on technology platforms incorporating latest trends in the industry is conducted periodically. |
| Q17. |
How fast do you respond? |
| A. |
We respond with very fast solutions. 80 percent of the calls are answered in 20 seconds. We take service level seriously, and strive to meet it as consistently as possible. Our service level objective is to answer calls as quickly and clearly as possible that would help the customer save money. |
| Q18. |
What is Call Blasting? |
| A. |
We sell by first playing a recorded message in American English. Then the real Customer Service Representative speaks in neutral/American accent. |
