TLE (1,3,4)

• Technological innovations in internet and the Worl Wide Web (WWW) led to the expansion and use of call center.
• CALL CENTER JOB TITLES

  Account executive

  Customer service representative (CSR)

  Data Entry/ order clerk

  Sales representative

  Technical support representative (TSR)
• interactive communication engages in technology by using systems to easily access clients’ personal data, records of products and self-assisted technology like command bot in Messenger.
• Handling Queries - Queries are questions or inquiries that may be asked by the clients which vary from simple to complex. Some of the queries are related to figures, facts and policies
• Handling Transactions - Some call centers handle transactions dealt online like paying bills and fund transfers, insurance companies and investment firms that need complex recording.
• Both Types of Calls (Handling Queries and Transactions) - Call centers handle both queries and transactions. Staffs are able to answer their clients’ queries and transact any procedures needed.
• Account Executive - works in many fields and help grow their companies by finding leads, closing sales, supporting existing clients, formulating sales strategies, and communicating product value to clients.
• Customer Service Representative (CSR) - help customers with complaints

  and questions, give customers information about products and services, take

  orders, and process returns.
• Data Entry/Order Clerk - inputs data into a computer from forms or other non-electronic forms of data
• Sales Representative - works with customers to find what they want, create solutions and ensure a smooth sales process.
• Technical Support Representative (TSR) - answers incoming phone calls and troubleshoot customer tech problems with computer software and hardware
• client’s/Customers’ Needs?

  Complaint Resolution

  Document/Order Processing

  Inquiry Services

  Telemarketing/Teleservices
• Complaint Resolution - accepts a problem related to a product or service provided by the organization.
• Document/Order Processing – processing of forms, orders or applications needed by the client. The agent inputs the needed information to a system to process the client’s application. Example: Mortgage, credit, membership forms
• Inquiry Services – Frequently Asked Questions (FAQs) are answered in this type of call electronically
• 4. Telemarketing/Teleservices - Sets up sales calls for sales representatives.
• Client’s/Customers’ Needs?

  Counseling

  Directory

  Booking

  Technical Support

  Academic Instruction

  Travel Advisories

  Sales

  Data Gathering
• Counseling - This assistance makes use of toll-free telephone services to assist clients on matters that includes physical, mental, emotional or spiritual well-being. Religious groups or non-governmental organizations (NGO) usually handle counselling. Some of the known NGO that provide counselling are Bantay Bata, Red Cross of the Philippines, World Vision.
• Common Types of Counseling?

  Marriage and family counseling

  Guidance and career counseling

  Rehabilitation counseling

  Mental health counseling

  Substance abuse counseling

  Educational Counseling
• Marriage and family counseling - this type of counseling is offered to couples before married life as a preparation for their marriage. And this is also applicable to those spouses having trouble on their relationship.
• Guidance and career counseling - It is a broad, developmental program to assist individuals in decision-making and implementing informed educational and occupational options. This type of counseling helps individuals to develop their competencies in self-knowledge, educational pursuits, occupational exploration, and

  career planning. Having this counseling is a good choice to know which job opportunities are more likely applicable to the client
• Rehabilitation counseling-This is involved with people having emotional and physical disabilities. Counselors help them to live life independently. Rehabilitation counselors can be available in different departments and community programs
• Mental health counseling – People in need of emotional and psychological support need this counseling. Mental health counselors help their clients how to make healthy decisions for themselves, their relationships and their future as well. This counseling is helpful in times of anxiety, depression and suicidal tendencies.
• Substance abuse counseling - People with drug and alcohol addictions, eating disorders and other behavioral issues are those whom the substance abuse counselors help with. They are patient in dealing with them so that their clients will be able to gain confidence again on their field of success.
• Educational Counseling – Children grow and having lives busier than before. As they grow, challenges grow along with them at home, with their friends, or in their studies. This is where educational counseling comes in. School counselors can help them nurture their formative years with confidence and maturity.
• Directory - Directory is also known as “information” before it changed its name because of the unrelated queries from the clients. It is a source of updated telephone lists and skip tracing where one can get somebody else’ address and telephone numbers
• Booking - Booking is a process of reservation of slots or seats to avail specific services. Many of the industries today offer booking services, examples are Hotel reservations, ticket purchases for concerts and amusement, flights and other recreation services.
• Technical Support - Many BPO Company offer this kind of service to clients. This pertains to any technical assistance in hardware and software applications. The agent usually assists the clients to any troubleshooting needed for their devices. One must be knowledgeable in system specification, technical terminologies and has the skills to provide correct possible solutions to their client.
• Academic Instruction - Most of the call center company offer ESL or English as Second Language. They look for agents who can teach in English language to different nationalities. Online tutorial happens in a real time basis.
• That is why a lot of call center agents are scheduled in graveyard shift or night shift.
• Travel Advisories - Travel advisory is associated to travel bookings. Mostly of the airlines has their own travel advisory agents who accommodates inquiries on the clients’ bookings, refund, schedule of flights, cancellation of flights and promos.
• The Department of Foreign Affairs (DFA) is the government agency that decides on the cancellation of flights if necessary.
• Sales - in this matter, we are talking about Online Sales, which means transactions are made via internet. Due to its minimal consumption of customer’s time and resources, online sales is being in the demand nowadays. The main task of in this type of customer service is providing the customers with product and serviceinformation.
• Data Gathering - It is the process of gathering employees’ knowledge and skills and make it available to the organization for everyone who needs it. It is one of the assets of the organization.
• Business Process Outsourcing offers solutions in the following areas:?

  Financial Services

  Technical Support/Help Desk

  Sales Support

  Client-Specific Products
• Financial Services- This category means handling financial statements while following legal and regulatory requirements.
• Billing Support – Customer agents need to be very familiar with how billing works in the company and have accessed to the system to make necessary solutions to customers. In billing, customers would usually call to BPO firms to make clarifications on their billing statement charge, interest rate, account receivables and any other billing issues.
• billing department also informs their customers about their outstanding balance, due date of payment, assisting payment arrangements or explaining their current bill status.
• Collections – A collection specialist is responsible to conduct calls to delinquent customers in an effort to have them pay their overdue accounts. They also provide account adjustments, resolve discrepancies and short payments. They are also responsible in monitoring their assigned accounts through customer calls, account adjustments, customer reconciliations, and credit memos
• Technical Support/Help Desk- This category means a group of individuals working as technical support teams which resolve issues or answers questions regarding the products offered by technology companies.