As the name itself suggests, the IT / ITES domain provides services that are either directly related to information technology or information technology enabled services. So, the basic foundation of this industry will always lie on how strong the IT infrastructure of any service provider is. Note that we're talking of industries like Contact centers BPO, KPO, HRP, RPO, Web Designing and Development etc. In this article I will discuss with you, some of the basic technologies required in the case of voice - based BPOs.
Predictive Dialer Technology
In the predictive dialer technology, there is a telephone control system that calls a list of phone numbers in sequence automatically. It screens out no answers, answering machines, busy signals as well as disconnected numbers. They predict when a human caller can handle the next call. The moment the call is handled, an agent gets to speak to the human.
They are a commonly used technology in collections, surveys, lead generation, telemarketing, appointment fixing and follow ups. Basically this is a typical outbound scenario. The technology claims that it increases the productivity of associates.
This technology is also capable of finding the number of available associates, lines, AHTs, and other factors that help in adjusting the volume of dialed numbers accordingly. A high level of mathematical efficiency is thus delivered to be used in the outsourced support centre. It however, shouldn't be confused with automatic dialer.
Computer Telephony Integration (CTI) and Interactive Voice Recognition (IVR)
The CTI is a computer software which takes the incoming calls and routes them to the appropriate handler who is trained or skilled to handle the query. It is very closely related to the IVR because in an IVR, the keys pressed by a caller indicate the choice they've made and the person or department relevant to that choice. As you already know, the IVR is a technology that guides a person to select the right options when they dial a helpline number by suing their phone keypad.
Skill Based Call Routing and Speech Recognition
In this regard, Skill based call routing also might be relevant. In this technology, the skills of various executives are given a certain priority order and then the calls are auto routed to the agent who has a higher skillset about the kind of a call that lands at the IVR.
Similarly, speech recognition is another technology often used in the IT / ITES domain. It is about allowing the caller to respond through their voice on the IVR. This is especially beneficial for people who might be differently abled but are capable of using speech. They will be given choices in the form of menus from which they may select an option. Often these options are single phrases, words or numbers.
Customer Relationship Management (CRM)
Typically CRM stands for the total set of interactions that happen between a company and its customers. This includes the internet transactions, personal visits, telephone contacts, emails, web chats, letters and much more.
This technology stores, manages, analyzes the customer data, customer interaction, feedback and then personalizes it as per the customer preference and company policy.
Business Intelligence and Data Warehousing (BI & DW)
DW and BI are concepts and technologies that allow the transaction and customer data to be stored, consolidated, harvested and analyzed for business intelligence. It is closely related to the CRM technology and thus emails and phone contacts etc. can be made at the right time for the right reasons and to the right people.
In short, a lot of IT / ITES providers use this technology to ensure that their clients get full outsourcing leverage. Gurgaon IT Hub is also such an IT service provider in Gurgaon, India.
Article Source: http://EzineArticles.com/8306922
Predictive Dialer Technology
In the predictive dialer technology, there is a telephone control system that calls a list of phone numbers in sequence automatically. It screens out no answers, answering machines, busy signals as well as disconnected numbers. They predict when a human caller can handle the next call. The moment the call is handled, an agent gets to speak to the human.
They are a commonly used technology in collections, surveys, lead generation, telemarketing, appointment fixing and follow ups. Basically this is a typical outbound scenario. The technology claims that it increases the productivity of associates.
This technology is also capable of finding the number of available associates, lines, AHTs, and other factors that help in adjusting the volume of dialed numbers accordingly. A high level of mathematical efficiency is thus delivered to be used in the outsourced support centre. It however, shouldn't be confused with automatic dialer.
Computer Telephony Integration (CTI) and Interactive Voice Recognition (IVR)
The CTI is a computer software which takes the incoming calls and routes them to the appropriate handler who is trained or skilled to handle the query. It is very closely related to the IVR because in an IVR, the keys pressed by a caller indicate the choice they've made and the person or department relevant to that choice. As you already know, the IVR is a technology that guides a person to select the right options when they dial a helpline number by suing their phone keypad.
Skill Based Call Routing and Speech Recognition
In this regard, Skill based call routing also might be relevant. In this technology, the skills of various executives are given a certain priority order and then the calls are auto routed to the agent who has a higher skillset about the kind of a call that lands at the IVR.
Similarly, speech recognition is another technology often used in the IT / ITES domain. It is about allowing the caller to respond through their voice on the IVR. This is especially beneficial for people who might be differently abled but are capable of using speech. They will be given choices in the form of menus from which they may select an option. Often these options are single phrases, words or numbers.
Customer Relationship Management (CRM)
Typically CRM stands for the total set of interactions that happen between a company and its customers. This includes the internet transactions, personal visits, telephone contacts, emails, web chats, letters and much more.
This technology stores, manages, analyzes the customer data, customer interaction, feedback and then personalizes it as per the customer preference and company policy.
Business Intelligence and Data Warehousing (BI & DW)
DW and BI are concepts and technologies that allow the transaction and customer data to be stored, consolidated, harvested and analyzed for business intelligence. It is closely related to the CRM technology and thus emails and phone contacts etc. can be made at the right time for the right reasons and to the right people.
In short, a lot of IT / ITES providers use this technology to ensure that their clients get full outsourcing leverage. Gurgaon IT Hub is also such an IT service provider in Gurgaon, India.
Article Source: http://EzineArticles.com/8306922
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