CALL CENTER

&
TELESALES AUTOMATION

Presented by :-

Ritesh Jaiswal
Roll No. - 110
 Call Centres - Definition
Call centres are a key enabling arm of Customer Relationship Management. A well
designed call centre will integrate people, process, and technology to improve
operational efficiency and maximize the value of the customer relationship for both
inbound and outbound contact.
Call Centre
Technologies

People Process
IVR ACD
♦ External customer ♦ Marketing / up-selling
♦ Internal customer ♦ Technical support
♦ Sales Force ♦ Product support
♦ Support team ♦ Service support
♦ Back-office ♦ 7 x 24 support
CTI
♦ Technical staff Information

• Customer data updates, purchase information • Customer history, billing, purchases, value, profile
• Leads tracking update, customer tracking updates • Product & service information, packages, prices
• Call statistics, inquiries, etc. • Marketing hints, reports, promotions

Data
Warehouse
Call Centres - Architecture

Data
Warehou
se

•Customized Agent
Desktop
Applications by
Customer & Call
Type
•Automated
Scripting of Call
Handling & Wrap-
up
•Scripted Cross-
Selling
 How to automate a call center ?
Call Centre Call Centre of the Future
Old Rule New Rule
Paradigm Shifts
Multiple
Multipleproducts
products
Single
Singleproduct
product and
andcross
crossselling
selling

Backroom
Backroomoperation
operation Front
FrontOffice
Officeoperation
operation

Stand-alone
Stand-aloneoperation
operation Distribution
Distributionchannel
channel&&
&&information
information information
informationintegration
integration
Leading
Leadingedge
edgeand
and
Minimal
Minimaltechnology
technology integrated
integratedtechnology
technology

Reactive
Reactive Proactive
Proactive

Low
Lowskilled
skilledCSR’s
CSR’s Multi-skilled
Multi-skilledCSR’s
CSR’s

Tactical
Tactical Strategic
Strategic

Enhanced Customer Satisfaction

Customer Inquiries
and Retention Revenue Growth
Cost of Business Lower Cost Distribution
 Tele Sales Automation - Definition
Tele Sales Automation (TSA) is the approach for helping organizations
dramatically improve their sales and marketing effectiveness through the
reengineering and automation of their sales and marketing processes,
with the ultimate goal of increasing revenues. TSA combines a working
knowledge of the market’s best ideas, technologies, and vendors with a
practical, relentless focus on implementation to deliver outstanding
shareholder and customer value.
Basic Features
 Internet/Intranet/Telecommunication - as an alternative sales channel
 Electronic catalog - On-line self served service ordering
 Contact Management - Effective tracking and follow-up of leads
 Order Entry Quoting - On the spot quoting will not give the client a chance to
shop around and be hunted
 Pricing - Automated on-line prices based on company rules
 Product - On-line and easily accessed
 Just-in-Time Training - Automated training, WEB based training, and self
training through information sharing
 Electronic Kiosk - WEB page shopping.
Technologies used in Tele Sales/Telemarketing
 Autodialer - An autodialer is an electronic device that can automatically
dial telephone numbers to connect the telemarketing agent with the prospect.
Once the call is completed, the autodialer can announce verbal messages or
even transmit data, such as SMS messages to the called party.
 Predictive Dialer - A predictive dialer is a computerized system similar
to an autodialer which will automatically dial batches of telephone numbers in
order to connect telemarketing agents with prospective clients. However,
unlike the autodialer, the predictive dialer uses a variety of algorithms to
predict both the availability of the telemarketing agents and called party
answers adjusting the number of calls being made in real-time.
 Private Branch Exchange - A Private Branch Exchange, or PBX, is
a telephone exchange that primarily serves a large business, such as a
telemarketing company, that has hundreds or even thousands of telephone
extensions within the company. PBXs make the connections among the
internal telephones and connects them to the external telephone network.
 Customer Relationship Management - Customer Relationship
Management, or CRM, is a widely implemented strategy for managing a
telemarketing companies clients and sales prospects. It utilises technology to
organise, automate and synchronise business practices.
Case Study – Nethues Technologies Pvt. Ltd.