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TLE 8 Lesson 3 - Exploring Contact Center Services

The document discusses various concepts encountered in contact center services. It defines a contact center as integrating telephone systems and computer technologies to manage all customer contacts. Key concepts explained include call centers, call center agents, cloud computing, collections, customer relationship management, email, help desks, inbound/outbound calls, internet, off-peak times, online chat, snail mail, technical support, telemarketing, telephones, telesales, URLs, VOIP, and the web.

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Ivan Terre
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531 views14 pages

TLE 8 Lesson 3 - Exploring Contact Center Services

The document discusses various concepts encountered in contact center services. It defines a contact center as integrating telephone systems and computer technologies to manage all customer contacts. Key concepts explained include call centers, call center agents, cloud computing, collections, customer relationship management, email, help desks, inbound/outbound calls, internet, off-peak times, online chat, snail mail, technical support, telemarketing, telephones, telesales, URLs, VOIP, and the web.

Uploaded by

Ivan Terre
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

EXPLORING

CONTACT CENTER
SERVICES
CONTACT CENTER
 It is consider as the integration of telephone
systems and computer technologies.
 It is the company’s area which manages all
customer contacts through the use of
technologies.
BASIC CONCEPTS
IN CONTACT
CENTER SERVICES

The following are various concepts that you may


encounter in providing contact center service.
Call Center

 This is an office handling a huge volume of customer


inquiries via the telephone.

Call Center Agent

 This is an individual tasked to take customer calls,


orders or inquiries to provide customer assistance.
Cloud Computing

 This is the process of sharing and accessing computer


resources online instead of using local servers or
devices.

Collections

 Ths is the process of reminding customers about


overdue bills.
Customer Relationship
Management

 This refers to a company’s set of practices to handle


data and interactions with clients for the purpose of
building and maintaining customer loyalty.

E-mail

 This is the system that allows the electronic exchange


of text-based messages either between computer or
cellphones.
Help desk

 This refers to a service providing technical help and


support for people using a computer package or
network.

Inbound call

 This is type of phone communication that is initiated


by the customer.
Internet

 This is a network that links computer networks all over


the world by satellite and telephone.

Off - peak

 This describe a time period when fewer calls are


handled in comparison to other period.
Online Chat

 This refers to an exchange of messages in real time


between and among computer users.

Outbound Call

 A type of phone communication initiated by a call


center agent to a customer on behalf of the call center
or a client.
Snail Mail

 This refers to correspondence sent through the postal


service that requires cut out stamps or inked stamps.

Technical Support

 This is the process of providing assistance to


customers who have questions about how to use a
given product or a service.
Telemarketing

 This refers to promotion of goods or services by means


of telephone calls to target customers.

Telephone

 It is an electronic communications device which


enable the user to speak to and hear others with similar
equipment.
Telesales

 This refers to the selling or promoting goods and


services by telephone.

URL

 Uniform Resource Locator


 It is an internet address identifying the location of a
file on the internet
VOIP

 Voice Over Internet Protocol


 This is a category of hardware and software that allows
telephone services be delivered over the internet.

Web

 This refers to a system of internet servers created for


the purpose of supporting documents that are specially
formatted
Thank You !
God Bless !

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