Industry Overview

Prepared by Shumaila & Shafaq

Ensign Communiqué
 What is a Call/Contact center?
• A Call/Contact center is a sophisticated voice,
web & data processing operations hub that
provides a full range of high-volume above
mentioned services in various functions,
industries, sectors & businesses.
• Call center consist of complex
telecommunication infrastructures, computer
supports and human resources organized to
effectively and efficiently manage the
services offered.

Prepared by Shumaila & Shafaq

Ensign Communiqué
 Cont….
• Overall a Call/Contact center is a central
information point which is used to gather data
about the relationship between companies,
product and customers.
• Customer Relationship Management (CRM)
• Customer Information Systems (CIS)

Prepared by Shumaila & Shafaq

Ensign Communiqué
 Call/Contact center - Categories
• Categorized by type of Operations:
– International Call/Contact centers
– Domestic Call/Contact centers
• Categorized by type of Services:
– Voice based centers
– Web based centers
– Data Processing or Back office Processing
centers

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Ensign Communiqué
 Voice based centers
• Inbound Call centers
A Customer is calling in most commonly on a
toll-free number to inquire/complain about a
service or product.
– Industries associated may comprise of:
• Banking & Financial establishments
• I.T & Telecommunications
• Insurance & Mortgage Companies
• Internet Service Providers
• Airlines, Railways & Public Transport
institutions
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Ensign Communiqué
 Cont….
– Services associated may comprise of:
• I.T help desk, Product technical
information & Technical support
• Emergency & Rescue services
• Verification & Activation of various kinds
of accounts
• Order Processing, Catalog Orders
• Toll-Free, Direct Mail, Direct TV, Print
Media or Website Response
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Ensign Communiqué
 Cont….
• Outbound Call centers
Telemarketer initiates a cold call to sell a
product or service to a customer or prospect
– Industries associated may comprise of:
• Banking & Financial establishments
• Household & Electronic products
industries
• Tourism, Travel, Food & Beverage, Hotel
industries

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Ensign Communiqué
 Cont….
• Safety, security & rescue services
• Insurance & Mortgage Companies
• Print Media

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Ensign Communiqué
 Cont….
– Services associated may comprise of:
• Sales & Telemarketing
• Debt Collection
• Lead Generation, Qualification &
Management
• Product & Event Promotions
• Appointment Scheduling

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Ensign Communiqué
 Web based centers

• This is a new, unique & cost effective communications

channel through the internet & it handles online
queries coming in from inside or outside of the
premises of its operations.
– Industries associated may comprise of:
• Education & Specialized Degree courses
Institutions
• I.T Brands, I.T Help Desk technical
establishments
• Internet sites & Search engines

Prepared by Shumaila & Shafaq

Ensign Communiqué
 Cont….
• Multimedia, entertainment media
• News, advertisement & Promotional
activities media
• Tourism, Travel, Food & Beverage, Hotel
industries
• Airlines, Railways & Public Transport
institutions
• Household & Electronic products
industries
• Banking & Financial establishments
Prepared by Shumaila & Shafaq
Ensign Communiqué
 Cont….
– Services associated may comprise of:
• Online Education
• I.T Help desk, Product technical
information & Technical Support
• Internet search, product search
• Market research, survey, opinion polls &
analysis

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Ensign Communiqué
 Cont….
• Web & mailing list research
• Online shopping
• Online reservations & booking
• Online transactions & funds transfers
• Enquires & Customer services

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Ensign Communiqué
 Data Processing / BackOffice
Processing Centers
• Data Processing Centers are the oldest
existing part of I.T.E.S industry and the
spectrum of services offered are the largest.
Its operations & services offered are purely
for big corporations & their employees, not
for customers.
– Industries associated may comprise of:
• Call center Consultants & Management
establishments

Prepared by Shumaila & Shafaq

Ensign Communiqué
 Cont….
• Insurance, Health & Medical
establishments
• Advocates, Legal Consultants & large Law
Firms
• Banking, Accounting & Financial
establishments

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Ensign Communiqué
 Cont….
– Services associated may comprise of:
• Database & Contact management services
• Insurance claims processing, premium &
policy administration & underwriting
• Policy maintenance/management,
Enrollment services & Claims adjudication
• Medical transcription & form processing
• Imaging, Data digitalization, data
compressing, encoding & decoding of data
Prepared by Shumaila & Shafaq
Ensign Communiqué
 Cont….
• Scanning & digital content development
• Payroll processing & HR services
• Data capture, collection & conversion to
various formats
• Data entry of E-books & for
Yellow/White pages
• Book keeping, Financial & Accounting
services

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Ensign Communiqué
 The TEAM
– Agent
– Team Lead / Verifier
• Complete Support Team for Agents
– Internal Help desk
– Escalate call to experts
• Other Teams
– Training group
– Quality monitoring team
– Human resources
– Work force management
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Ensign Communiqué