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AGENDA • Welcome • OBJECTIVE • WARM UP • VIDEO • Presentation • PRACTICE • VOCABULARY • EXERCISES • Farewell
Objective: By the end of the lesson, students will be able to handle the vocabulary related to technology, in order to put it into practice when studying and using technological devices both in daily life and in the Call Center area, by the realization of practices and exercises during the class.
1. Why is technology important to humans in general?2. How does technology help in the Call Center Area?
TECHNOLOGY! Technology is the sum of any techniques, skills, methods, and processes used in the production of goods or services or in the accomplishment of objectives, such as scientific investigation. Technology can be the knowledge of techniques, processes, and the like, or it can be embedded in machines to allow for operation without detailed knowledge of their workings. Also, technology is, the application of scientific knowledge to the practical aims of human life or, as it is sometimes phrased, to the change and manipulation of the human environment.
WHY TECHNOLOGY IS IMPORTANT Technology brings skills, knowledge, process, technique, and tools together for solving problems of human beings, making their life secure and easier. Why technology is important today is because technology is driving the world and making the world better. Technology helps us to reduce the time required to do daily work. Like, we can order food online by using apps on mobile phones. It is one of the great things that no human being can’t live without it. It is becoming an integral part of human being life.
WHAT TECHNOLOGIES DO CALL CENTERS USE? Modern call centers rely on many technologies to direct calls to agents. As more employees work remotely, these modern call center technologies prove their value many times over. Many call centers use a mix of the following technologies:
VoIP Voice over Internet Protocol (VoIP) is a proven technology that lets anyone place phone calls over an internet connection. With the rise of broadband, VoIP has become the definitive choice for phone service for consumers and businesses alike. People enjoy using VoIP phone service over traditional phone lines. Why? It offers many more capabilities than analog phones. And it can do it all for less than half the cost.
Screen Pop When agents receive an inbound call, they see a window with account details. Screen pops show the person's name, past interactions, account value, sentiment, and more. The intelligence is based on caller ID, which is cross-referenced with the CRM.
CRM Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. The goal is to improve customer service relationships and assist in customer retention and drive sales growth. Call Queuing When demand increases, people will call and wait in line to speak to an agent. This call center technology is known as a call queue. Call queues inform callers about their estimated wait time, position, and relevant announcements. If the hold time exceeds a certain threshold, you can even make use of the callback feature. Modern call center systems offer this functionality but might limit the number of calls in queue.
Queue Callback Time is the most precious resource people have. Companies can use their call center software to save customers time. With a callback feature, the phone system holds their place in line and calls them when an agent is ready. Most landline-based contact center solutions simply can't do this. This feature is super convenient and alleviates the stress of long hold times. Call Analytics Behind every call center is actionable business analytics to measure performance. Managers can forecast call volume, call metrics, and route calls based on real data. Call center analytics enables companies to provide workforce management, and predictive insights that improve the customer experience. Today’s tools uncover trends via natural language and speech analytics.
Call Recording Call centers used to recorded phone calls through cassette tapes, which had a host of issues. Call centers today now record calls from a cloud PBX, eliminating bulky equipment. Supervisors can listen to recorded calls and live calls in real-time. VoIP Softphones Businesses that want to have their employees take calls from home often do it is with a VoIP softphone. A VoIP softphone lets your team take calls on their computer or smartphone. Cloud contact centers offer softphone functionality usually at an extra cost. These call center technologies work together to lower costs without sacrificing functionality. They even help companies deliver a better customer experience.
PBX A PBX is an internal business phone system with multiple phones that share the same network. In the past, these would be installed on-site. Legacy contact center solutions might still use these but are often upgraded to a virtual or hosted PBX instead of on-prem solutions.
Authenticate: something is to ensure that something is correct or approved. Automated: something is automated, it is operated by machines instead of requiring a person to operate it directly. Directed dialogue: is a way of communicating with a computer that involves speaking a limited number of particular commands.
DTMF (dual-tone multi-frequency): is a technology that allows telephone communication with a series of buttons on a keypad. Efficient: if something is efficient, it achieves a particular purpose without using a lot of time or resources. IVR (interactive voice response): is a system that allows people to get information and perform actions by speaking selections or dialing them on a phone keypad.
Keypad: is a series of buttons that is used to enter information into an electronic system. Menu: is a list or collection of options. Natural language dialogue: is a way of communicating with a computer that involves using normal, conversational language to make selections.
A prompt: is a message in an electronic system that asks someone to enter information or make a selection. A selection: is something that someone chooses from a group of options. Self-serve: If something is self-serve, it requires or allows people to use it without the help of workers. Speech recognition: is a computer's ability to understand words that a person speaks.
What is the main idea of the webpage? A- how to install IVR software B- which companies have the most efficient IVR systems C- what to do in case of IVR failure D- why the IVR is a good way to complete transactions
2. Which of the following is NOT recommended in the webpage? A- Type menu selections into the keypad. B- Request a representative to avoid using automated systems. C- Speak the reason for a call with natural language dialogue. D- Ensure account safety by setting up a password.
3. What should a caller do if he or she doesn't hear the reason for the call? A- Ask for a representative. B- Use directed dialogue. C- Enter a selection on the keypad. D- Say the reason for the call.
1 _ IVR 2 _ menu 3 _ DTMF 4 _ keypad 5 _ self -serve 6 _ authenticate 7 _ speech recognition
