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Presentation on Call Center Setup

Saleem Ahmad

What is a Call Center????

It is an office setup to handle large volumes of inbound/outbound calls.

The purpose of call centers may be for:

  • Marketing
  • Providing Customer Support

Additional Features:

Features

Apart from just handling the calls

efficiently, additional features can be

added such as:

  • Recording the conversations

between customers and agents

  • Customer Surveys
  • Virtual Call Center
  • Auto Dialer for outbound calls

Additional Features:

Call center agents “cold call” customers to make a sale.

The agents greet them with a structured call script.

Agents convince customers to make a purchase.

They seek useful information from customers.

If the customer is convinced, agents may book a follow-up meeting or call to go forward with the purchase.

If they’re unconvinced, agents politely end the interaction.

The primary function of an outbound call center is to reach out to customers to increase your sales by targeting both existing and potential customers.

Three key components essentially mark an outbound call center:

Operations: Mainly sales (and all its functions) and customer and client service.

End-users: Prospects and your existing customers.

Agents: On-site, remote, or outsourced call center agents.

Outbound setup

VICIdial:

VICIdial

  • VICIdial is an open-source contact center solution with predictive dialing capabilities. Initially developed in 2003, today VICIdial is used by inbound and outbound calling teams in over 100 countries.

  • At inbound, you would be waiting for the customers to reach out to you, here you would be reaching out to them.

  • So we can say that the majority of the agents in outbound call centers are doing sales, or building and maintaining upon the relationships with customers already developed.

  • So are going to install and configure the Outbound call Setup using VICIdial.Following are the some snap shorts of the VIVIdial setups:

VICI Login Page:

Admin Tools:

When open the VICIdial the firts VICI login page is appered.

Admin Tools Show all the Administration tools.

Home Page:

Dashboard:

This Page Shows al Dilaer Information.

This Page shows all information or status about Agent.

All User Accounts

Form for Making new User

Compaign List

This Shows all the Accounts in the VICIdial.

Used for making the New User

Shows the all Compaign Lists

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