CALL CENTERS

Call Centers

• Original Definition

A call centre or call center (note spelling differences) is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.

Contact Centers

• Current Definition is now called Contact Center

A contact center is a centralized process used for the purpose of receiving and transmitting a large volume of requests by telephone, email, direct entry, or fax.

Why?

• The centralisation of call management aims to improve a company's operations and reduce costs, while providing a standardised, streamlined, uniform service for consumers.

How?

• Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).

How?

• Call centres use a wide variety of different technologies to allow them to manage large volumes of work. These technologies facilitate queueing and processing of calls, maintaining consistent work flow for agents and creating other business cost savings. Such technologies include:

Features• ACW (After call work - Sometimes called

"wrap" or "wrapup") • ACD (automatic call distribution) • Agent performance analytics • AHT (Average Handle Time) • ANI (automatic number identification) • Automated Surveys • BTTC (best time to call) / Outbound call

optimization • Call Recording (call recording software) • CIM (customer interaction management)

solutions (Also known as 'Unified' solutions) • Chat and Web Collaboration • CTI (computer telephony integration) • CRM (customer relationship management) • Electronic performance support system • Email Management

• Issue tracking system • IVR (interactive voice response) • PDS (Predictive Dialing System) • Outsourcing • Quality Monitoring • Speech analytics • Third party verification • TTS (text to speech)• TTY or TDD • Virtual queing • Voice analyssis • Voicemail • VOIP • Voice recognition • WFM (workforce management).

Operations

• Often operated through an extensive open workspace for call center agents or customer service representatives (CSR), with work stations that include a computer for each agent, a telephone set/headset connected to a telecomswitch, and one or more supervisor stations.

• New models are leaning more to “virtual” call centers, where CSRs work from home or in remote telecommuting centers

MSAA

• Seven sites have developed plans for TMCC– Orlando, Louisville, Cherry Hill NJ, Fitchburg

MA, and Atlanta (dropped out)– Paducah, Kent, Lower Savannah Aiken SC

Operational Features

• Telephone system

• Software – matching, switching, etc.

• Procedures– Protocol– Script– Management – metrics

Telephones

• Major Factor

• Different types– Phones that do metrics

• On-hold• Length of call• Records conversation

– Simple

Software

• There are many systems that provide various levels of information– Management only– Reservations and eligibility– Scheduling and routing

Protocol and Script

• Medicaid – Provider of last resort

• Consistency

• Provides for quick response

Call Center Metrics

• Average Speed of Answer

• Abandonment Rate

• Busy Signal

• On Hold Time

• Time in IVR

• Average Length of Call

• Average Abandon Time

Models

• Remote Agents

• Temporary Agents

• Virtual Call centres

• Contact centres

Functions

• Information & Referral

• Reservations

• Scheduling

• Routing

• Dispatching

• Reporting

• Billing

Information & Referral

• Easiest and a good starting point

• Least customer friendly

• Requires good and up-to date data base

Reservations

• Requires good software

• Requires eligibility information

• Requires capacity knowledge

Scheduling & Routing

• Scheduling is just telling the customer they have a trip

• Routing is putting the trips in a logical order

Dispatching

• Vehicle control

• Easier to reassign trips

• Better productivity

• Reluctance from providers

• GPS/AVL very helpful

Reporting & Billing

• The final step in a central call center

• If AVL in place then the reporting and billing is easier

• Quicker billing and thus payment to providers

Discussion