Call Center

<< Prev 2 of 3 in Topic Next >>

Topic : Best ielts coaching centers in hyderabad Call:8374545621

Rate :

Posted in Community :

1. Mission Statement2. Goals and Objectives2.1. Goals2.2. Objectives2.3. Critical success factors2.4. Priorities3. Business Operations3.1. Hours of Operation3.2. Holidays3.3. Emergency Operating Procedures3.3.1. Disaster Recovery3.3.2. Business Recovery3.4. Center Organization3.4.1. Organization Chart3.4.2. Functional Roles & Responsibilities3.4.3. Job Descriptions3.5. Operations Management3.5.1. Quality Monitoring3.5.2. Reporting System3.5.3. Resource Forecasting & Deployment3.5.4. Coaching3.5.5. Counseling3.6. Communications3.6.1. Feedback3.6.2. New Products, Policies, Procedures4. Recruiting and Hiring4.1. Recruiting4.1.1. Outside agencies4.1.2. Internal4.1.3. Skills Assessment4.1.4. Language4.2. Hiring4.2.1. Hiring Profiles4.2.1.1. Skill Requirements4.2.2. Interviews4.2.2.1. Telephone Screening4.2.2.2. On-Site Interviews5. Training5.1. New Employee Training5.1.1. Strategies & Philosophy5.1.2. Vision & Mission5.1.3. Business Conduct Policies5.1.4. Company Organization5.1.5. Partnership Organization5.1.6. Product Offerings5.1.7. Performance Standards5.1.8. Telephone Excellence5.1.9. Applications, Databases and Tools5.1.10. Request Processes5.1.11. Initial Certification5.2. Ongoing Training5.2.1. Individual Development5.2.1.1. Continuous Certification5.2.1.2. Coaching and Counseling5.2.1.3. Developmental Plans for Skills Improvement5.2.2. Team Meetings5.2.2.1. Individual Recognition5.2.2.2. Processes Improvement5.2.2.3. New Product Announcements5.2.2.4. Team Building5.2.3. Site Meetings5.2.3.1. Communicate Future Events5.2.3.2. Individual Recognition5.2.3.3. Satisfaction Feedback on Issues5.2.3.4. Performance of the Center5.2.4. New Products5.3. Management Training5.3.1. Transition to First-line Management5.3.2. Delegation5.3.3. Communication5.3.4. Team Building5.3.5. Time Management5.3.6. Goal Setting5.3.7. Planning & Organization5.3.8. Motivation5.3.9. Coaching and Counseling5.3.10. Performance Metrics5.3.11. Reporting5.4. Self Education6. Processes6.1. Process Responsibility6.1.1. Ownership6.2. Request Process Design6.2.1. Mission6.2.2. Customers6.2.3. Measurements6.2.4. Documentation6.2.5. Call Scripting6.2.5.1. Greeting6.2.5.2. Information Gathering6.2.5.3. Probing for Additional Needs or Transaction Opportunities6.2.5.4. Identifying Resolutions6.2.5.5. Communicate Resolution6.2.5.6. Validate Customer Satisfaction6.2.5.7. Database Documentation6.3. Process Quality Feedback6.3.1. Customer Feedback6.3.2. Employee Feedback6.3.3. Process Performance Measurements6.3.4. Transaction Reviews6.3.5. Root Cause Analysis6.4. Continuous Process Improvement6.4.1. Design Improvement6.4.2. Validation6.4.3. Communication6.4.4. Education6.4.5. Measurement7. Request Maps (Hypothetical)7.1. General Inquiry7.1.1. Company Information7.1.2. Employee Information7.1.3. Directions7.1.4. Job Openings7.2. General Product/Service Information7.3. Sales & Leasing7.4. Base Technical Support7.5. Service Support7.6. Hardware Repair7.7. Maintenance Agreement7.8. Maintenance Parts/Replacement Parts7.9. Supplies / Options / Accessories Sales & Support7.10.Business Partner7.11.Educational Sales & Technical Support7.12.Publications7.13.Seminar Scheduling8. Organizational Linkages8.1. Relationship Linkage Agreements8.1.1. Design8.1.2. Measurements8.1.3. Responsibilities8.1.4. Feedback and Review8.1.5. Cost Recovery8.2. Service Level Agreements with Suppliers8.3. Organizations (expand list)8.3.1. Business Partners Management8.3.2. Client Reps8.3.3. Direct Marketing9. Measurements and Results9.1. Quality Assurance9.1.1. Methods9.1.1.1. Monitoring9.1.1.2. Responsiveness9.1.1.3. Reporting9.2. Standard Measurements9.2.1. Calls Offered9.2.2. Calls Handled9.2.3. Service Level9.2.4. Rate of Abandonment9.2.5. Average Call Receipt9.2.6. Average Call Handling9.2.7. % Resolution at 1st Level9.2.8. Quality Certification9.2.9. Customer Satisfaction9.2.10. Employee Satisfaction9.2.11. Mystery Calls9.2.12. Staff Utilization9.2.13. Employee Turnover9.2.14. Absenteeism and Tardiness9.2.15. Schedule Adherence9.2.16. Cost Per Request9.2.17. Cycle Time Per Request9.3. Measurement Sources9.3.1. ACD Switch Reports9.3.2. Computer System Middleware9.3.3. Database of Survey Feedback9.3.4. Manual Reports9.3.4.1. Telephony Requests9.3.4.2. Non-Telephony Requests10. Systems Support10.1.Relationship Agreement10.1.1. Areas of Responsibility10.1.2. Response Time10.1.3. Business Recovery10.1.4. Security11. Telephone System11.1.Telephone Switch11.1.1. Capacity11.1.2. ACD Design11.1.3. Trunks11.1.4. Reports11.1.4.1. Utilization11.1.4.2. Capacity11.1.4.3. Blockage11.1.4.4. Overflow11.2.Maintenance Procedures11.2.1. Relationship Agreement11.2.2. Key Contacts11.3.Emergency Procedures11.3.1. Disaster Recovery11.3.2. Business Recovery11.4.Security12. Facilities12.1.Space Planning12.1.1. Work Area Specification12.1.2. Training Room Specifications12.1.3. Meeting Room Specifications12.2.Equipment12.2.1. Computer Specifications12.2.2. Network Specifications12.2.3. Monitor Specifications12.2.4. Telephone Specifications12.2.5. Headsets Specifications12.2.6. General Desk Supplies12.3.Security12.3.1. Building12.3.2. Computer Room12.3.3. Telephone Switch13. Operations Certification13.1.Mission Statement13.2.Scope of Work13.3.Business Operations13.4.Recruiting and Hiring13.5.Training13.6.Process Management13.7.Call Maps and Processes13.8.Organizational Linkages13.9.Measurements and Results13.10. System Support13.11. Telephony Systems13.12. Facilities

go to top

9 comments on "Call Center - Operations Plan"

Sort by: Most Recent Top Rated

Commented by mark ramirez, BCA student, St. Joseph ’S College, Bangalore | 11 13 2011 01:29:43 +0000

Report Abuse

Not Rated

ih kuya thorn kmusta na po

Commented by mark ramirez, BCA student, St. Joseph ’S College, Bangalore | 10 23 2011 01:07:24 +0000

Report Abuse

Not Rated

mark alday ramirez from naga city

Commented by mark ramirez, BCA student, St. Joseph ’S College, Bangalore | 10 22 2011 02:04:52 +0000

Report Abuse

Not Rated

mark alday ramirez

Commented by mark ramirez, BCA student, St. Joseph ’S College, Bangalore | 10 22 2011 01:59:59 +0000

Report Abuse

Not Rated

hi mark alday ramirez from nagacity

Commented by Thorn Ramirez, Freelancer, Technology Consulting | 07 15 2011 12:13:30 +0000

Report Abuse

Not Rated

Thank you Very much for uploading this Sir Dheeraj. This was indeed very helpful. If you may sir, can you post a more detailed one together with the description of every section?

Here is my email sir. bluecore2011@gmail.com

Im putting up a small center in this is very helpful. Thank you.

Eduardo Thorn Ramirez

Commented by Shankar, CEO/MD/Director, Infosearch bpo Services | 03 11 2011 09:46:14 +0000

Report Abuse

Not Rated

Hi Mr.Dheeraj good work.. 

Thanks for sharing

Commented by varsha mishra, technical Manager(QMS), rfrac | 10 09 2008 05:09:42 +0000

Report Abuse

Not Rated

thanks for sharing

Commented by Dheeraj Kapoor, Director, Fujitsu Consulting India Pvt. Ltd. | 10 08 2008 12:37:49 +0000

Report Abuse

Not Rated

Formatting & Editing was fine when I created this, but while uploading it got disturbed

Commented by Deepa Nair, Managing Director / CEO | 10 08 2008 11:14:22 +0000

Report Abuse

Not Rated

bad formatting. i'm unable to read.

Add your comment on "Call Center - Operations Plan"

Add Web reference, Image, Video, Blog reference, From your blog, RSS feeds and News search results by using Research Assistant.


Rate: 1 2 3 4 5	Saving comment ... Submit

Found the article "Call Center - Operations Plan" interesting ? Share with your connections and communities

IT & Engineering focussed recruitment firm

PCB Designer for Leading IT services firm, Hyderabad

C++/Core Java Developer for Leading IT services firm, Hyderabad

Viewers also viewed

	Is BPO a good career for BE/B.Tech students???
	about career in bpo how can it help to engineering students....does their experience is counted...
	1145 referals 57 arguments, 15816 views

	Planning v/s execution
	Which is most important?
	209 referals 129 arguments, 5884 views

	TOP-DOWN planning VS BOTTOM-UP planning( project management techniques)------Which approach to choose?
	a comparison of top-down and bottom-up planning in management.
	40 referals 9 arguments, 1189 views

In reality what does a Construction Project Planning Engineer do or made to do?

Prepaid vs. Post-paid mobile plan Which one is right?

Do public sector banks are trustworthy & more customer convenient than private sector banks

more...

Recent Knowledge (13)

	STORY WHICH MAKES US TO THINK
	STORY WHICH MAKES US TO THINK Once upon a time, there was an island where all the feelings...
	475 referals 11 comments, 323 views

	A new approach in financial engineering
	Neural networks in financial engineering Neural networks have shown considerable successes in...
	11 referals 2 comments, 319 views

	Diabetes - Please read
	Dear All, A woman (65) was diabetic for the last 2+ years and was taking insulin twice a day,...
	1 referals 1 comments, 787 views

Why Financial Engineering Doesn’t Work

Facebook Case Study: Offline behavior drives online usage

more...

Full name*:
Email address*:
New password*:
	Sign Up or Log In
By clicking 'Sign Up' above you are agreeing to the Terms of Service and Privacy Policy of TooStep

Business and Law |

Business Process Management |

Hewlett-Packard

Call Center - Operations Plan

Operations

Plan

	Call Center - Operations Plan By : Dheeraj Kapoor, Head/VP/GM-Operations, Fujitsu Consulting India Pvt. Ltd.
	Industry : ITES / BPO / Customer Service Functional Area : Business Processes Keywords : Operations Plan Call Center Activity: 9 comments 2131 views last activity : 11 13 2011 01:29:44 +0000