Topic: Call center development practice report submission and negative effect of Islamic eye institute and hospital in Ispahani. I assumed that within my partial knowledge this report provided a complete order about the development of the call center and the negative effect. I am Suparna Talukder a student of MBA program, Daffodil International University, I declare that the placement report titled "Call center development and adverse effect" was prepared after completion of my internship Ispahani Islamia Syri created under the intensive supervision and guidance of Ms. . Nawsin Meneger, Mr. Syed Mizanur Rahman, Associate Professor, Faculty of Business and Entrepreneurship,.
This is to certify that, Suparna Talukder, ID student of Department of Business Administration, Faculty of Business and Administration, Daffodil International University, has prepared this internship report entitled “call center development &. The placement statement “Call center development & Negative effect of Ispahani islamia eye instituted & hospital ” is originate as a incomplete condition of MBA Program, Daffodil International University. The Third part be paying attention on my job part in the Ispahani Islamia eye instituted & hospital The fourth part is all ears on the theoretical part of call center development & Negative effect.
It contains the basic design about Call Center improvement strategies, Call Center innovation ideas to increase performance, etc. While preparing this report using How to Improve Communication Skills, I had a great opportunity to have an in-depth knowledge of all the activities of a call center. To provide some recommendations to overcome the problems associated with call center development and negative impact.
A call center is a centralized department to which telephone calls from current and potential customers are directed. Typically, an inbound call center handles a significant volume of calls at the same time, screens and forwards calls to someone qualified to handle them and records calls. Perhaps the best way to get started with call center improvement is by knowing your audience and how your business helps satisfy their most important needs.
Without a clear and definite set of call center standards, your agents will deal with customers how they see fit. Call Center Standards are a set of guidelines for your agents to follow when interacting with customers in a call center. Creating effective call center standards is not a piece of cake, and if you have too many – it might hinder performance and make the conversation seem robotic or monotonous.
Using better call center software like Ameyo's FusionCX Customer Experience Platform can do wonders for your business. One of the best ways to improve call center efficiency is to identify when a particular group of agents needs more call center training to better manage customers and build lasting relationships. At some point in your call center management career, you may find that some customers are reluctant to share feedback with you.
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THE SIDE EFFECTS FROM WORKING IN A CALL CENTER
This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office. Call center agents are tenacious problem-solvers who are committed to enhancing customers' experience with a company or brand. A call center agent's workday is typically fast-paced and requires them to manage a handful of different responsibilities.
While this makes their workday look different every day, agents will continue to perform the same core call center tasks regardless of the task they are performing. It can be tempting to offer a client an easy, short-term solution; however, it is important to choose for the customer's long-term needs rather than your own convenience. No matter what industry the call center belongs to, all of the tasks listed above are essential to the short- and long-term success of the customer service team.
A call center works as a vocal communication channel that customers use to report requests or complaints to a company. Customer service and service representatives who work in the call center, making phone calls from customers who need help solving a specific problem. You can call the call center directly or through a connected product or app.
Some call centers even offer outbound calls where the customer signals to the business that they need help, and the call center schedules a time for the agent to call the customer. After the call is transferred to the appropriate representative, the customer service agent will work on resolving the customer's issue. The customer is already sidetracked by an issue with your product or service and being on the phone with your team is just another disruption to their workflow.
Whether you call it a call center or a contact center, an agent is on the front lines of the business and helps define the customer experience. To master this field, call center agents must possess a handful of different service and support skills. Here are five of the skills that are critical to the success of a call center agent.
If something important suddenly breaks, the call center agent is one of the first people to respond. As previously mentioned, call center agents can take up to 50 calls per day, and not everyone is resolved on the first call.
Findings, Recommendations and Conclusion
Findings of the Study
Recommendations
In the first phase of the research are identified from the exhaustive list drawn from literature. The customer satisfaction found to be the most preferred followed by benefit cost factor, first call resolution, calls per day by agent, attrition rate, abandon rate, agent utilisation and average handling time. In the second phase of the research the empirical investigation on the influencing factors employee related and service quality attributes are done.
The majority of call center employees are male, and most of them fall into the age group of 20 to 25 years. Most of the employees are unmarried and most of them have less than one year of work experience. Employees consider customer satisfaction to be the most important performance indicator, followed by benefit-cost factor, first call resolution, number of calls per day per agent, abandonment rate, abandonment rate, agent utilization and average handling time as perceived by call center employees.
The correlation coefficient between benefit cost factor is positively and significantly associated with customer satisfaction, first call resolution and abandonment rate at 1% level of significance, while benefit cost factor is positively and significantly associated with calls per agent day at 5% level of significance. Customer satisfaction is positively and significantly associated with first call resolution and churn rate at one 1% level of significance. First call resolution is significantly and positively associated with average handle time, calls per day per agent, and churn rate at the 1% significance level.