![• Contact centre is a location for centralised handling of
individual communications, including letters, faxes, live
support software, social media, instant message, and e-
mail.[1]
• A call centre has an open workspace for call centre agents,
with work stations that include a computer for each agent,
a telephone set/headset connected to a telecom switch,
and one or more supervisor stations. It can be
independently operated or networked with additional
centres, often linked to a corporate computer network,
including mainframes, microcomputers and LANs.
Increasingly, the voice and data pathways into the centre
are linked through a set of new technologies called
computer telephony integration](https://image.slidesharecdn.com/outsourcing-170407091843/85/Outsourcing-9-320.jpg)
Outsourcing
- 1. OUTSOURCING • An increasingly popular approach to managing the IS and IT functions of the organizations is to adopt outsourcing . It is in broad terms , the purchase of goods or services that were previously provided internally from third party partners
- 2. Reasons • Save money by hiring specialized services • Focus on core competencies • Gain access to world class facilities • Free internal resources for other purpose • When function is difficult to manage internally
- 3. Factors in vendor selection • Commitment , price, reputation, reference, cultural match, location, flexibility in contract • Factors of successful outsourcing • Understand goals vision mission of company • Ongoing management of relationship • A properly structured contract • Senior executive support and involvement • Near term financial justification
- 4. Top 10 areas of outsourcing • Maintenance and repair • Training • Application development • Consulting and reengineering • Mainframe data centres • Client /server services and administration • Network administration • Desktop services • End user support • Total IT sourcing
- 5. OFFSHORING • Off shoring though confused with outsourcing, can be defined as relocation of organizations business processes ( including production/manufacturing) to lower cost location, usually overseas. It may be production off shoring (china) or services off shoring (india) • E.g. KPO, LPO etc. Indian ITES units are growing at rate of 20 percent . reason being abundance of talent, superior delivery quality, excellent IT infra, It skills set, cost advantage and favorable government policies.
- 6. Failure in outsourcing • Dell corporate support call centre: found Indian tech support executives with thick accents and scripted response • Cogent road in mortgage banking given valuation task to Kolkata based firm. But found it was taking more time in valuation because of language barriers • Shop direct call centre withdrawn IT services from india . their customers found services of Indian centres poor, employees less skilled and ill equipped
- 7. Contact Centre • A contact centre can be defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization. •
- 8. • Contact centres, along with call centres and communication centres all fall under a larger umbrella labelled as the contact centre management industry. • This is becoming a rapidly growing recruitment sector in itself, as the capabilities of contact centres expand and thus require ever more complex systems and highly skilled operational and management staff.
- 9. • Contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e- mail.[1] • A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration
- 10. Call centre • A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. • An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. • Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research.
- 11. Types • Inbound –calls received • Outbound- calls are made outside • International –outside country • National • Inhouse • outsourced