Call centre software are the computer generated algorithms that come along with a built in database that actually holds the data related to various agents that work in a call centre. It holds the information that corresponds to the skill set associated with each agent, a matrix of response time related with the various queries and other miscellaneous statistics like expected waiting time associated with each process and routing information associated with each call.
The algorithms determine the best agent suited to a particular call based upon the agents’ history and skill set .Accordingly the algorithms work to escalate the calls so that best agent suited for the task attends the call. It is actually a thin client application that also serves to queue up the incoming calls and delegate them further depending upon a pre-established priority. It also filters the nuisance calls from the important calls.
The call centre softwares also has the feature to determine the condition when the calls can no longer be handled by existing man-power of call centre called “Call Overflow” and then provide a pre-set solution to such kind of situations depending upon the policy of the organisation.
Call centre software can be centrally managed and easily updated or trouble-shooted from a centralized position. These are widely used by organisations to efficiently manage the manpower in a call centre to guarantee maximum customer satisfaction.
Thursday, April 16, 2009
Call Center Job Description - Call Center Systems
Call centre systems are set of software and hardware devices that are use to co-ordinate and manage various business activities of a Call Centre. These systems are supplied by companies that specialize in this field. Some examples of such companies are Vertical Communications, IBM, Inisoft, etc. Apart from these, many independent distributors also see these systems.
Often these systems use a CRM (Customer Relationship Management) related software which does the software part of the system. This part of the system is responsible for managing client data, comprehensive reporting, business rules integration etc.
Apart from that there phone system specially designed for Call centres (the hardware) with features like blended inbound and outbound calls, multiple contact touch points like voice, email, web and telephony services like fax, VOIP solution, Full media screens support, comprehensive call reporting, etc. Phone systems also provide services like predictive and auto dialling, Do not call lists, Voice Mail and PBX integration, call recording and monitoring etc. Together these systems provide an integrated environment for smoothly carrying out the tasks inside a call centre. Some of the examples of Call centre systems include TCMS, Syntelate, TeQuios, Tele-Connect, Captavia and IBM Call Center Management Solutions.
Some of these are independent tools performing one or more functions while some are integrated suite of applications that manage all or most of the functions of a call centre system.
Often these systems use a CRM (Customer Relationship Management) related software which does the software part of the system. This part of the system is responsible for managing client data, comprehensive reporting, business rules integration etc.
Apart from that there phone system specially designed for Call centres (the hardware) with features like blended inbound and outbound calls, multiple contact touch points like voice, email, web and telephony services like fax, VOIP solution, Full media screens support, comprehensive call reporting, etc. Phone systems also provide services like predictive and auto dialling, Do not call lists, Voice Mail and PBX integration, call recording and monitoring etc. Together these systems provide an integrated environment for smoothly carrying out the tasks inside a call centre. Some of the examples of Call centre systems include TCMS, Syntelate, TeQuios, Tele-Connect, Captavia and IBM Call Center Management Solutions.
Some of these are independent tools performing one or more functions while some are integrated suite of applications that manage all or most of the functions of a call centre system.
Part time accounting jobs
'The tax man is watching you!' This has become a scary situation for every individual brining in an income that surpasses the minimum taxable amount. And for this reason the number of accountants needed has increased. Suddenly an increasing number of people are opting for chartered accountancy as an option. And the demand is increasing and so are salaries. While this seems like a happy scenario for the number people, it is a long way to completing the difficult course.
In the mean time one can gain experience by taking up part time accounting jobs. Preparing the basic balance sheets and other accounting papers does not need a qualified chartered accountant. The CA comes in later to file all papers for the tax payer, as well as also to chalk out the best tax saving plans for the client.Almost every organization hires an accountant to maintain the book of accounts. Some companies probably have two such people on the job. One is to look at the larger expenses and the other to look at the petty daily expenses. Whatever the situation maybe the accountants are basically required for the records that are handed over to the CA, eventually.
The accounting jobs on a part time basis require the individual to work a coupe of hours in the day. This may be the last few hours of the working day to sum up the trading account of that day, or then in the earlier hours, or first half of the working day. This is so that all payments are made at the beginning of the day and the previous accounts are recorded. Some part time accountants maybe called in a couple of times a week, rather than on a daily basis.
The most important skill for a part time accountant is ability to differentiate between the debit and credit entries, as well one needs to be good with numbers.
In the mean time one can gain experience by taking up part time accounting jobs. Preparing the basic balance sheets and other accounting papers does not need a qualified chartered accountant. The CA comes in later to file all papers for the tax payer, as well as also to chalk out the best tax saving plans for the client.Almost every organization hires an accountant to maintain the book of accounts. Some companies probably have two such people on the job. One is to look at the larger expenses and the other to look at the petty daily expenses. Whatever the situation maybe the accountants are basically required for the records that are handed over to the CA, eventually.
The accounting jobs on a part time basis require the individual to work a coupe of hours in the day. This may be the last few hours of the working day to sum up the trading account of that day, or then in the earlier hours, or first half of the working day. This is so that all payments are made at the beginning of the day and the previous accounts are recorded. Some part time accountants maybe called in a couple of times a week, rather than on a daily basis.
The most important skill for a part time accountant is ability to differentiate between the debit and credit entries, as well one needs to be good with numbers.
Teaching part time jobs
Knowledge and experience are two aspects of life, upon which ones foundation, as well as entire life depend upon. And finding the right teachers is not impossible, but definitely difficult. This is because with the nature of educational institutes that exist, most teachers tend to work under a lot pressure, and they tend to vent out their frustrations on the students. Or then, they simply do not do justice to the subject or lesson they have to teach.
This brings about the need for the mushrooming coaching classes and home-based tutors, all of whom work on a part-time or student-convenient timing. It is in such institutes that one can find enough of teaching part time jobs. What is most important to take up such a job is that one should have complete mastery over the subject. The individual need not be a qualified teacher, as such.
When teaching at a coaching class one needs to ready for a larger responsibility than that taken by the teachers at the regular schools and colleges. This is because the coaching classes are goal oriented. They are set up to provide complete study material to the students and see that they excel in the subjects they enroll for.
Most of the employing coaching classes require part time teachers in the evenings, as well as during vacations. These are times when students can attend the classes and need it most. These jobs also pay well. Part time teachers may be paid on an hourly or per student basis. In fact, highly placed professionals, who have mastery over their subjects take up such jobs to spread their knowledge and experience, as well as earn extra, because of their passion to teach.
This brings about the need for the mushrooming coaching classes and home-based tutors, all of whom work on a part-time or student-convenient timing. It is in such institutes that one can find enough of teaching part time jobs. What is most important to take up such a job is that one should have complete mastery over the subject. The individual need not be a qualified teacher, as such.
When teaching at a coaching class one needs to ready for a larger responsibility than that taken by the teachers at the regular schools and colleges. This is because the coaching classes are goal oriented. They are set up to provide complete study material to the students and see that they excel in the subjects they enroll for.
Most of the employing coaching classes require part time teachers in the evenings, as well as during vacations. These are times when students can attend the classes and need it most. These jobs also pay well. Part time teachers may be paid on an hourly or per student basis. In fact, highly placed professionals, who have mastery over their subjects take up such jobs to spread their knowledge and experience, as well as earn extra, because of their passion to teach.
Event management part time jobs
Life is all about fun. And this does not mean that all the fun has to happen, only post office hours. There is no such rule book that says: While at work keep a straight face. But then, people in more serious professions, as well as work set ups prefer to keep it straight, till the six o'clock alarm rings and its time to go home.
Well, this is never the case when it comes to working in an event management company. Nonetheless this does not mean that these kinds of jobs are free of stress. They are highly stressful, but the kind of stress the employees need to take up is more exciting then causing tension and health disorders.
In fact, for maximum training in managing people of all levels - sometimes taking orders from flying tempers, as well as giving orders to other - one should consider to take up event management part time jobs, at some point or the other. This is one type of job, no matter in what department, which teaches the employee people skills, as well as time management.
The various departments in an event management company where one can get a part time job include the following: Event planner, Event consultant, Coordinators, Press and media officers,
Stage managers, Event hosts and presenters, Script writers, Performers and artists, Service providers and technicians.
Most of these people are hired on an event-basis and paid accordingly.
Well, this is never the case when it comes to working in an event management company. Nonetheless this does not mean that these kinds of jobs are free of stress. They are highly stressful, but the kind of stress the employees need to take up is more exciting then causing tension and health disorders.
In fact, for maximum training in managing people of all levels - sometimes taking orders from flying tempers, as well as giving orders to other - one should consider to take up event management part time jobs, at some point or the other. This is one type of job, no matter in what department, which teaches the employee people skills, as well as time management.
The various departments in an event management company where one can get a part time job include the following: Event planner, Event consultant, Coordinators, Press and media officers,
Stage managers, Event hosts and presenters, Script writers, Performers and artists, Service providers and technicians.
Most of these people are hired on an event-basis and paid accordingly.
Finding a suitable job
Most people take up part time jobs, not because there is an urgent need to work, but only because they need to do something constructive in their spare time. However, yet one cannot overlook the section of youth, who need to work in order to be able to pay their fees. And while they are doing so, they might as well be sensible about the job they take up, rather than just picking up something for the sake of it.
Whether youth, or others who are finding a suitable part time job, here is a checklist one can go through. This list will help one know whether the job they are taking up is suitable for them or not…
The list: Is the nature of work in keeping with one's own nature? This implies if one is an introvert, then taking up a job where one needs to interact with people will lead to frustration. For instance, taking up an evening job as a receptionist at a doctor's dispensary. Is the job matching your skills? This implies that if one is good at teaching people, then rather than selling something in a retail outlet, they should rather join a coaching class as part time faculty
Is the job paying you enough? Whether one is working to put their spare time into constructive use, or then for the money; it is important to feel that the pay is a deserving amount, definitely not far too below the expectations.
Is the job contributing to your growth and maturity? This is something important for the student populace taking up part time jobs. This is because the job should contribute towards their understanding of work culture, as it all forms a part of their resume. Is the job contributing to your future career plans? This is again something important for the youth that have chalked out a definite career path. It is pointless working for the sake of working. Instead, take up a job that will hone the skills required later on. For instance, if one is heading towards hospitality as a profession, then taking up a waiter's job, or apprentice in the kitchen will help one gain further experience in the fiel.
Whether youth, or others who are finding a suitable part time job, here is a checklist one can go through. This list will help one know whether the job they are taking up is suitable for them or not…
The list: Is the nature of work in keeping with one's own nature? This implies if one is an introvert, then taking up a job where one needs to interact with people will lead to frustration. For instance, taking up an evening job as a receptionist at a doctor's dispensary. Is the job matching your skills? This implies that if one is good at teaching people, then rather than selling something in a retail outlet, they should rather join a coaching class as part time faculty
Is the job paying you enough? Whether one is working to put their spare time into constructive use, or then for the money; it is important to feel that the pay is a deserving amount, definitely not far too below the expectations.
Is the job contributing to your growth and maturity? This is something important for the student populace taking up part time jobs. This is because the job should contribute towards their understanding of work culture, as it all forms a part of their resume. Is the job contributing to your future career plans? This is again something important for the youth that have chalked out a definite career path. It is pointless working for the sake of working. Instead, take up a job that will hone the skills required later on. For instance, if one is heading towards hospitality as a profession, then taking up a waiter's job, or apprentice in the kitchen will help one gain further experience in the fiel.
Part Time Jobs - Advantages vs disadvantage
Like every coin has two sides, so does almost everything that we do in life. This is also the fact where taking up part time jobs is concerned. Part time jobs have its own set of advantages and disadvantages. While the former do outnumber the latter, yet it is important for people to be aware of both these sides of the part time jobs coin.
In the entire advantages vs disadvantage scenarios, first let us look at the advantages, which are listed here: Financial independence. This is important for the youngsters, as well as the homemakers. Even though one may hail from an affluent family, yet it becomes awkward each time one needs to ask for money. Instead of that it is easier to earn and spend.
Additional income in the household. This is all the more the situation where homemakers have spare time in hand. After completing the entire household chores one tends to spend time in front of the television or reading books and magazines. However, one can take up a part time job in the locality and bring in that extra income that could either go into savings or take care of some additional expenses.
Makes one productive. Sitting and whiling away time can be destructive, especially for youngsters and ladies. Instead going out and taking up a job for a few eyes, would put the mind to a constructive mood, and also brings home the extra earning. Interaction with the world. By taking up a job in the spare time, one gets to interact with more people, rather than sitting within the four walls and spending time in loneliness waiting for other members of the family to return Experience and maturity amongst youth. Employing the youth for a couple of hours a day initiates them into the work culture. It also brings in them a lot more maturity.
The disadvantages are as follows: Excessive money in the hands of youngsters can lead them to bad habits. Earning one's pocket money may make them so over-confident that they would rather drop their education, since they are already earning more than they knew they could. These are the prime disadvantages that can be kept in check.
In the entire advantages vs disadvantage scenarios, first let us look at the advantages, which are listed here: Financial independence. This is important for the youngsters, as well as the homemakers. Even though one may hail from an affluent family, yet it becomes awkward each time one needs to ask for money. Instead of that it is easier to earn and spend.
Additional income in the household. This is all the more the situation where homemakers have spare time in hand. After completing the entire household chores one tends to spend time in front of the television or reading books and magazines. However, one can take up a part time job in the locality and bring in that extra income that could either go into savings or take care of some additional expenses.
Makes one productive. Sitting and whiling away time can be destructive, especially for youngsters and ladies. Instead going out and taking up a job for a few eyes, would put the mind to a constructive mood, and also brings home the extra earning. Interaction with the world. By taking up a job in the spare time, one gets to interact with more people, rather than sitting within the four walls and spending time in loneliness waiting for other members of the family to return Experience and maturity amongst youth. Employing the youth for a couple of hours a day initiates them into the work culture. It also brings in them a lot more maturity.
The disadvantages are as follows: Excessive money in the hands of youngsters can lead them to bad habits. Earning one's pocket money may make them so over-confident that they would rather drop their education, since they are already earning more than they knew they could. These are the prime disadvantages that can be kept in check.
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