RP's
What does a Contact Center do for an Organization(at-least 3 answers)?
•It allows a wider customer base to do business
•It offers an economical means of reaching diverse and widely distributed customer group
•It fine tunes offerings to specific customer groups
•It allows customers easy access to experts.
•It facilitates business around the clock and in any geography
•It allows a company to avoid the overheads of brick and mortar branches
This type of contact center is very cost effective
Global Contact Center
________ is what allows phone systems to process touch-tones or voice waves during a telephone call.
IVR
Where sales techniques are used to promote products and services. Every time you answer your telephone and are asked, have you joined a long distance telephone savings plan? You are speaking to a Contact Center worker.
Telemarketing
A _________ is a member of staff employed to enter or update data into a computer system.
data entry clerk
•Customer Queries
•Customer Complaints
•Customer Help Desks like Banking Accounts
•Direct Sales via Telephone / E-Mails
•Online customer transactions via websites
•Cross Selling to customers who use the organization’s other products or services
Is a list of _________.
Customer interactions
. This type of contact center isn’t the most efficient.
Regional Contact Center
A _____________ give management insight into interactions and performance.
Quality Management System
Where customer relationships are maintained. Every time you call a community college or university to ask about courses to take, you are connected to a Contact Center.
Customer Service
I am the boss of the business unit
SBU manager
This is a central contact point or a contact source for all types of customer interactions like telephone contacts, email based contacts, IVRS (Interactive Voice based Response System), etc.
What is a contact centre
These are like helpline services with Toll free numbers. The main purpose of such Contact Center services is to keep customers satisfied by attending to his/her phone call and answering all queries timely.
What is a phone Contact Centers
•This automatically dials telephone numbers and, if the telephone is answered the Contact Center agent is notified.
What is a Predictive Dialer
Where orders are taken over the telephone. Every time you call for pizza delivery, you are connected to a Contact Center.
Order Entry Agnet
I monitor agents interactions and ensure that they are following the correct process.
What is a Quality Analyst.
Contact centers handle two categories of contacts what are these?
What is inbound and Outbound
Which type of Contact Center uses Email and chat)
Web Enabled Contact Center
This Answers and hold calls in Queue.
What is ACD Automatic Call Distribution
a)Where you telephone when you are in urgent need of computer assistance when your software application or Internet provider crashes.
Help Desk
We ensure that agents meet there targets and are aligned with policies .
What is a team lead?
A _________ or a _________ is a part of any organization’s CRM (Customer Relationship Management) Strategy, whereby the organization manages its customer interactions
Contact center or call center
An ________ Contact Center handles calls made by customers of the Contact Center for either getting a solution to their problems / queries or for sales queries.
What is twelve monkeys
What enhances the rapid growth of networked systems and the increasing demand for more bandwidth
What is Computer Telephony Integration CTI
Give the Meaning of this Acronym. CCA
Customer Care Agents
We create work schedules for agents.
what is a work force manager?