Process of Inbound

An inbound call is one that a customer initiates to a call center or contact center. Handles inbound calls as well, although calls may be made from employees rather than customers. a. Structure b. Mapping with call Vs agent c. Create rout map d. How to manage SLA.

Process of outbound

An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client. Calls made from the center can include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services. a. Configure all technical devices b. Voice setup c. Data setup d. Manage networks e. Manage WFM team f. Performance g. Managing team h. Monitoring online i. Security about data & voice

Customer service

Customer service is the process of ensuring customer satisfaction with a product or service. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means. a. Fill all requirement b. Manage sever response c. No latency would be captured d. How to maintained SLA e. Report automatically scheduled

Help desk support

A help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services. Corporations usually provide help desk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email. a. Having 24/7/365 support b. Vice support c. Email support d. Chant support


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