《Call Center Management》.pdfVIP

Call Center Management Call Center Management Nora M. Valenzuela Nora M. Valenzuela Applications Bureau, T.S. Manager Applications Bureau, T.S. Manager Riverside County Information Technology Riverside County Information Technology nvalenzu@RiversideCountyIT.ORG nvalenzu@RiversideCountyIT.ORG May 12, 2008 May 12, 2008 Call Centers Management Call Centers Management Overview Overview Implementation Implementation Success Factors Success Factors County Call Centers County Call Centers RCIT Solutions and Resources RCIT Solutions and Resources Overview Overview A call center is a centralized office A call center is a centralized office used for the purpose of receiving and used for the purpose of receiving and transmitting a large volume of transmitting a large volume of requests by telephone. requests by telephone. – Technology advancements in e-mail, web, – Technology advancements in e-mail, web, text messaging, live chat, and fax provide text messaging, live chat, and fax provide additional interaction tools between additional interaction tools between customers and Call Centers customers and Call Centers Call Center--By any other Call Center--By any other name name Call centers can be a part of or known Call centers can be a part of or known as as – Contact Center – Contact Center – Customer Interaction Center – Customer Interaction Center – Customer Service – Customer Service – Customer Interaction Framework – Customer Interaction Framework Types Types The main types of call centers The main types of call centers – Inbound: Agents receive requests from – Inbound: Agents receive requests from custome