Technical &

Customer support

H’MM

Introduction• Many companies that offer

customer support do so through the use of call cent res. A large office space, housing as many as 100 operators, is used for the purpose of taking calls and responding to requests for help. Each operator sits at a desktop computer that is connected via a dedicated telephony server to the company's phone line.

• Each computer has a headset (integrated headphones and microphone) connected to it.

• The operator's computer must be fitted with computer telephony cards and each computer is linked.

• To a telephony communications switch. As there is a need for many operators to be accessing the same line at the same time, sophisticated computer software is required.

• Computer telephony integration (CTI) software is used to integrate all aspects of the system together. It sends commands from the operator's computer to the telephony server.

• The way the system works is that phone call s are processed using interactive voice response (IVR) software. This is software that does not require a human response. Automatic services such as giving account information can be accessed by the caller who connects to the system database via the IVR software.

Computer Telephony Integration (CTI)

• CTI allows the computers to direct the phone call to either the appropriate operator or another solution. As well being able to queue calls, the system needs to be able to transfer calls to a person with the appropriate expertise.

Features

• It combines the data and voice input to the system.

• It displays the caller's number, number dialled, etc.

• There are multiple dialling techniques: fast dial, preview and predictjve dial.

Types of CTI

• CTI software takes two forms. First-party call control works by allowing the operator to have a direct connection between their computer and the phone set. This means that the operators computer can control the functions of the operator's phone. This type of software is unsuitable for any but the smallest of call centres.

• Third party call control is the software used by large call centres, but requires a dedica ted telephony server to connect the telephone network and the computer network. It works by the operator's phone communicating directly with the server; this allows the server to control all the phones. The operators computer is not connected directly to the phone set in the virtual sense, although it may be physically. Any computer in the system can be used to control any phone. This allows supervisors. for example, to intervene if the call proves too complex for the operator to hand le.

Examples• Utility companies, such as electricity, gas

and water companies, make use of call centres where operators give customer support. These operators are able to help when customers want to pay their bills, for example, or change details of their account. Operators can also deal with any reports of poor service or lack of supply. In addition, the automated service carries reports on any known problems.

• Mail order catalogue firms offer customers help in the form of payments and account information. Call centre operators are also used to accept orders or enquiries about orders.

• Computer hardware and software suppliers and manufacturers offer technical support. These are operators who have technical expertise and are able to help customers whose computers are not operating as they should.