A call center is a physical place where customer and other telephone calls are handled by an

organization, usually with some amount of computer automation.

It is a place of doing business on the phone through the use of a centralized database with an
automatic call distribution system.
Purpose?
Sales
Marketing
Technical Support
Customer Care
Other specialized business activities
Broader Definition
A coordinated group of highly skilled and well-trained individuals working with complex
processes, technologies and strategies that effectively integrate organizational resources and
multiple channels of communication to ensure efficient client-customer interactions with the
aim of establishing valuable lifetime partnerships.
WHOS REALLY IN CHARGE HERE?
The most valuable team player of all may have numerous titles but only one aim:
Exemplarily Customer service
Front liners- Customer Care Specialists (companys future depends on them)
THE CALL CENTER INDUSTRY..
Past,present,future
Call centers started 25-30 years ago. A call center back then consisted of a few telephones on
employees desks,with calls being handled by a public telephone companys switchboard.
1960s-1970sPBX (Private Branch Exchange) and ACD (Automatic Call Distribution)was
intoduced.This allowed the centers to take ion a larger volume of calls and to route a call to the
next available agent. Banks were the pioneers in this respect.
1990s the dawn of Interactive Voice response(IVR) and Computer telephony Integration (CTI);
Birth of UI Call centers in the US.
1999-2003: The number of actual call centers went down then reached a plateau; Web enabling
software for call centers soared with a rapid growth rate from $200 Million Dollars to $1.6
Billion.
2003: the Asian Call center review reported the Philippines as the 1
st
rank in the offshore call
center industry for the Asian region, surpassing India at the 2
nd
spot.
2004: The Philippines already captured 20% of the total world market share in contact center
services.
2005: The Philippines ranked top 10 worldwide for BPO destinations, according to NEO ITs
Mapping Offshore Markets Update.
What is BPO?
Business process outsourcing (BPO) is the act of giving a third-party the responsibility of running
what would otherwise be an internal system or service. For instance, an insurance company
might outsource their claims processing program or a bank might outsource their loan
processing system. Other common examples of BPO are call centres and payroll outsourcing.
Types of call Centers
Inbound call centers
Outbound call centers
Web Enabled call centers
Telemarketing call center
Phone call center
Inbound call centers:
The inbound call centers are those that only receive the calls usually on toll free numbers from
the customers. These call centers provide 24 hours service to all customers.
The primary goal of these call centers are to receive product orders, help customers, to find
dealer location.
Outbound call centers:
Outbound call centers deals with telemarketing and product promotion. It requires technical
experience and expertise to ensure the clients that you are the company that is best.
Web Enabled Call Centers:
Web enabled call centers are prevailing throughout the world rapidly. Web enabled call centers
deal with online transaction and live chat.
Telemarketing Call centers:
These call centers deal with telemarketing and promotion of services. Their primary goal is to
promote sales and customer satisfaction.
Phone call centers:
They are usually automated call centers that rout the calls and uses IVR technology. These call
centers can be used for asking bank account balance, pin numbers, telephone numbers and
other information. Computers replies pre recorded answers.
B2B or Business to Business
-requires agents with a higher level of expertise and self confidence, business communication skills,
and professionalism
Credibility is a major factor
B2C or Business to Consumer
- Campaigns in these types of call centers are utilized for a variety of products and services that
cater to a wide market of consumers from different age groups
- Rapport is the major building block of successful B2C campaigns.
The Philippine call center advantage
The Philippines is considered as a location of choice due to its less expensive labor costs.
The trade and industry dept. says a Philippine agent with a starting pay of about $218 to $273
monthly, gets only a fifth of an American counterpart but more than what a new bank teller
would get here.
A neutral accent, which is an important quality when speaking with American customers, is a
result of being trained to speak American English as opposed to the British English spoken by
India.
Filipinos have the ability to adopt accents and nomenclature, as well as understand American
idiomatic expressions and usage.
Aside from lower operating costs, the Philippines has an ample supply of English
speaking,computer and internet-savvy college graduates who view contact center work as a
career.
What do we get from the Industry?
Domino Effect in society
1.economic revenue
2.Investments
3. Job opportunities
4.Infrastracture
Gain a pool of more competitive manpower
Tips to help you cope with night shift difficulties
1.Balance your schedule. Dont engage in extra activities after your graveyard shift. Balance your
family life and social life.
2.Dont turn on the TV or Radio when you get home. Our mind reacts to bits and pieces of
information presented to it.
3. Dont allow too much light to enter your bedroom window or door. Use dark colored curtains
and sheets.
4. Avoid drinking cola or coffee a few hours before your shift ends. These substance are
caffeinated or carbonated, they will keep you awake.
Dont entertain phone calls or personal visits during your sleeping schedule. Set your cell phone
to silent mode and put it away.
Tips to keep y0u in Superb Shape
Drink Plenty of Water .
Avoid smoking or drinking too much liquor.
During weekends, try to read books,watch movies or engage in sports.
Take your vitamins regularly. Make sure your vitamins are right for your age. A combination of
vitamins A,C,and E is good for the immune system, you need it especially when youre always up
at night.
Learn to relax. There are hundreds of exercises..
meditations..
Hobbies..
That you can pursue when youre not at work..
Freedom of expression
Freedom at work is something that attracts multitudes of young professionals.
With Freedom..
Creativity is enhanced..
Ideas are continuously challenged in an atmosphere of undeniable vigor.

The Always and Never Rule
ALWAYS
Communicate politely.
Listen carefully before you react to anything.
Ask question, it's the best way to learn.
Be open to constructive criticism & suggestions.Aim for improvement.
Be sincere.
Be a source of motivation and enthusiam for everyone.
Respect other peoples opinions, preferences, lifestyle or individuality.
Never
Think your ideas are silly. They might be the start of something big.
Underestimate your colleagues or think youre better than anyone.
Nurture a negative disposition. If you have any complains or grievances, we have an open
door policy. Talking is a healing balm


Carpe diem is a phrase from a Latin poem by Horace that has become an aphorism. It is popularly
translated as "seize the day". Carpe literally means "to pick, pluck, pluck off, cull, crop, gather", but
Ovid used the word in the sense of, "to enjoy, seize, use, make use of.
Enjoy the Present.
Seize the day.
Constantly remind yourself why you are working here. When in doubt..
Do a Reality Check!
(ask yourself these questions)

The Top 25 positive words and phrases
In a customer service environment the language that we use can have a strong effect on how
the customer perceives the service. In a sales environment this is even more critical.
Here Pinaz Hansotia has pulled together the top 25 positive words and phrases that we can
use in our customer interactions.
WORDS
Definitely
Surely
Absolutely
Certainly
PHRASES
Rest Assured Mr
I do understand the inconvenience you have faced
I will be more than glad/ happy to assist you.
I completely understand the reason why / your situation.
PERSONAL ONES
I will surely ensure that
What I will do for you right away is
I assure you I will try my best..
What I can do for you right now is .
Im sorry for the inconvenience that you have faced, what I can do for you is .
ADVISORY
I would suggest / I recommend..
To avoid a similar inconvenience in future I request you to.
PROCEDURES
All you need to do is to just.
A simple way / method to change it will be to..
As soon as you receive
BENEFITS
You will surely be able to enjoy..
You will ONLY be charged..
We have a variety of ..
Its a wonderful service where instead of _______, you can ____________ ..
This is the best plan/scheme for your requirements..
For just _____. you can..
For Special customers like you..