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Call centre Essay

Call centre technology is subject to improvements and innovations. Some of these technologies include speech recognition software to allow computers to handle first level of customer support,text mining and natural language processing to allow better customer handling, agent training by automatic mining of best practices from past interactions, support automation and many other technologies to improve agent productivity and customer satisfaction.[1] Automatic lead selection or lead steering is also intended to improve efficiencies,[2] both for inbound and outbound campaigns, whereby inbound calls are intended to quickly land with the appropriate agent to handle the task, whilst minimizing wait times and long lists of irrelevant options for people calling in, as well as for outbound calls, where lead selection allows management to designate what type of leads go to which agent based on factors including skill, socioeconomic factors and past performance and percentage likelihood of closing a sale per lead. Premise-based Call Centre Technology Historically, call centres have beenbuilt on PBX equipment that is owned and hosted by the call centre operator.

The PBX might provide functions such as Automatic Call Distribution, Interactive Voice Response, and skills-based routing. The call centre operator would be responsible for the maintenance of the equipment and necessary software upgrades as released by the vendor. Virtual Call Centre Technology[3] With the advent of the Software as a service technology delivery model, the virtual call centre has emerged. In a virtual call centre model, the call centres operator does not own, operate or host the equipment that the call centre runs on. Instead, they subscribe to a service for a monthly or annual fee with a service provider that hosts the call centre telephony equipment in their own data centre. Such a vendor may host many call centres on their equipment. Agents connect to the vendor’s equipment through traditional PSTNtelephone lines, or over Voice over IP. Calls to and from prospects or contacts originate from or terminate at the vendor’s data centre, rather than at the call centre operator’s premise. The vendor’s telephony equipment then connects the calls to the call centre operator’s agents. Virtual Call Centre Technology allows people to work from home, instead of in a traditional, centralised, call centre location, which increasingly allows people with physical or other disabilities that prevent them from leaving the house, to work.[4]

A predictive dialing system running out of phone numbers.
Cloud Computing for Call Centres Cloud computing for call centres extends cloud computing to Software as a service, or hosted, on-demand call centres by providing application programming interfaces (APIs) on the call centre cloud computing platform that allow call centre functionality to be integrated with cloud-based Customer relationship management, such asSalesforce.com or Oracle CRM and leads management and other applications. The APIs typically provide programmatic access to two key groups of features in the call centre platform: Computer Telephony Integration (CTI) APIs provide developers with access to basic telephony controls and sophisticated call handling on the call centre platform from a separate application. Configuration APIs provide programmatic control of administrative functions of the call centre platform which are typically accessed by a human administrator through a Graphical User Interface (GUI).

* Call Center (18SB Allahabad/IMA 134th course)
* International Terrorism (18SB Allahabad/IMA 134th course) * Indian Economy (18SB Allahabad/IMA 134th course)
* Status of Women in India(18 SSB Allahabad/38 Tech SSC ) * E governance(22 SSB, Bhopal/ssc(w) tech )
* Health tourism(22 ssb, bhopal/ssc(w) tech )
* Favorite Actress(22 ssb, bhopal/ssc(w) tech )
* India and USA changing world(20 SSB Bhopal)
* Criminalization in Politics(20 SSB Bhopal)
* Smart card(20 SSB Bhopal)
* G 8 Nations (24 SSB Bangalore)
* E-Commerce(11 SSB Allahabad; IMA-134th Course)
* Higher Education in India(33 SSB Bhopal)
* Social Effects in Pornography(33 SSB Bhopal)
* Gay Rights(34 SSB Allahabad)
* Instant Cricket(34 SSB Allahabad)
* Global Warming:Fact or Fiction(24 SSB Bangalore)
* Favorite Pass time(24 SSB Bangalore)
* Peace measures in J&K(24 SSB Bangalore)
* Right to Information Act and its fall out (22 SSB Bhopal) * Privatization of Universities (24 SSB Bangalore)
* Inflation (21 SSB Bhopal)
* Same sex marriage(17 SSB Bangalore)
* Valentine day(17 SSB Bangalore)
* MANREGA (17 SSB Bangalore)
* Pulse polio(17 SSB Bangalore)
* Rajwardhan Rathore(17 SSB Bangalore)
* Ecological System (12SSB Allahabad)
* India Global Research and development Destination (12SSB Allahabad) * Nano Technology (12SSB Allahabad)
* Media and its effects (12SSB Allahabad)
* Nano technology (18 SSB Allahabad/IMA 134th course)
* National Highway Authority of India (18SB Allahabad/IMA 134th course) * Mobile Phones (18SB Allahabad/IMA 134th course)
* Energy Crisis (18SB Allahabad/IMA 134th course)
* MNC’s (18SB Allahabad/IMA 134th course)
* Center – State Relations (18SB Allahabad/IMA 134th course) * NSG (18SB Allahabad/IMA 134th course)
* Generation Gap (18SB Allahabad/IMA 134th course)
* Water bodies (22 SSB)
* India’s foreign trade (22 SSB)
* Indo Pak relations- the future (22 SSB)
* Disaster management in india (22 SSB)
* Water resources (22 SSB)
* Girl Child (22 SSB)
* Health (22 SSB)
* Aviation industry in India (22 SSB)
* If there were no super powers in this world(4 AFSB Varanasi) * Use of technology in agriculture(4 AFSB Varanasi)
* United we stand,divided we fall(4 AFSB Varanasi)
* Can India become self sufficient in energy resources(4 AFSB Varanasi) * Cyber crime(4 AFSB Varanasi)
* Sports in India(4 AFSB Varanasi)
* Role of opposition in Indian politics(4 AFSB Varanasi) * BPO vs KPO (NSB,Coimbatore)
* Why youth hesitate to Join defence forces (NSB,Coimbatore) * Indian reservation Policy (18 SSB Allahabad)
* Sanjay Dutt (18SSB Allahabad)
* IT Industry (18SSB Allahabad)
* Your favorite Day (18SSB Allahabad)
* Role of Discipline in Life (19 SSB Allahabad, IMA 134)
* Peaceful use of Nuclear Energy (19 SSB Allahabad, IMA 134) * Globalization (19 SSB Allahabad, IMA 134)
* India’s Agricultural problem (19 SSB Allahabad, IMA 134) * Role of Youth in Society (19 SSB Allahabad, IMA 134)
* Entry of foreign Universities in India (19 SSB Allahabad, IMA 134) * Infrastructure of India.(21 SSB, BHOPAL)
* Rain water harvesting.(21 SSB, BHOPAL)
* Favorite Cricketer.(21 SSB, BHOPAL)
* Ambition in life.(21 SSB, BHOPAL)
* Adult Education(21 SSB, BHOPAL)
* Indo US relations(21 SSB, BHOPAL)
* Beauty pageants (2 AFSB Mysore)
* Cable TV(21 SSB, BHOPAL)
* Net Education(21 SSB, BHOPAL)
* Internet(21 SSB, BHOPAL)
* Terrorism in North Eastern India(21 SSB, BHOPAL)
* Doping in Sports (2 AFSB Mysore)
* Division Of States in India (2 AFSB Mysore)
* Role of NGO (4 AFSB Varanasi)
* E-Market(4 AFSB Varanasi)
* My Hobby(4 AFSB Varanasi)
* Role of media(4 AFSB Varanasi)
* Global Warning(1 AFSB DEHRADUN)
* Human Cloning(1 AFSB DEHRADUN)
* India as Superpower(1 AFSB DEHRADUN)
* Discoveries that changed the World(1 AFSB DEHRADUN)
* STRAY CATTLE MENACE (22 SSB BHOPAL TGC 115)
* GREEN HOUSE EFFECT (22 SSB BHOPAL TGC 115)
* CO-ED-EDUCATION (22 SSB BHOPAL TGC 115)
* AIDS (22 SSB BHOPAL TGC 115)
* NCTC(34 SSB)
* Information Technology(34 SSB)
* Medha patkar(34 SSB)
* Is India a soft country??(34 SSB)
* India’s Nuclear policy (21 SSB, Bhopal)
* National anthem(17SSB)
* G 20(17SSB)
* Volcano(17SSB)
* Sachin tendulkar(17SSB)
* Secularism (17 SSB)
* Joint Family Vs Nuclear Family (22 SSB Bhopal)
* Naxalism (19 SSB Allahabad)
* Child Labour (19 SSB Allahabad)
* Wildlife protection (22SSB Bhopal)
* Global warming (22SSB Bhopal)
* Water Crisis (22SSB Bhopal)
* BPO in India (22SSB Bhopal)
* Reverse Brain drain (22SSB Bhopal)
* Naxalism (22SSB Bhopal)
* Professional education in India (22SSB Bhopal)
* National integration ( 11 SSB)
* India’s architecture ( 11 SSB)
* Dog Man’s best friend ( 11 SSB)
* Ragging ( 11 SSB)
* IT ( 11 SSB)
* students union ( 11 SSB)
* Alternate source of energy ( 11 SSB)
* Eye donation ( 11 SSB)
* Terrorist problem in Kashmir
* first day in college life.
* Naxallism.
* Nuclear reactor in India
* UID cards ( ATM, Credit cards)
* Freedom movement of India
* If you become the prime minister.
* Achievement in Life
* World Peace
* Development of Science
* Pros and Cons of science
* Tel about your native
* Knowledge is power
* Power of Press
* Defense system of India
* Co-Education
* The Newspaper
* The T.V
* N.C.C.
* Dictatorship
* UNO
* War in srilanka, libya
* SAARC, G8
* Cricket in India
* Hockey the national game
* Foot ball in India
* Compulsory Military Training.
* Corruption and Bribe
* India the super power
* Indo-pak war or Indo-pak conflict
* IIT and IIM standard with International standards
* Transportation in India
* Migration of Students to Foreign
* Missiles in India
* India in Space Research
* ISRO
* Unemployment in India
* Unforgettable moments in Life
* Favourite book
* Your Hero(napolean etc)
* Women at the society
* Security for the women in India.
* Quota for Indian Constitution
* 33% reservation for women
* Youth in Politics
* Exercise makes us fit
* Global warming
* Life of poor people in India
* Saving of Rain water or Ground water management.
* Sea water to drinking water project.
* Solar energy to electrical energy project.
* Petrol price hike in India
* Gold mines in India
* Natural resources of India
* BPO jobs in India
* City expansion and destruction of yielding lands in India * Computer
* Recycling of Waste
* Security of India
* NSG and security forces
* Does china a threat for India
* Why to keep the enviroment clean
* Why people hesitate to join Armed forces.
* Upstairs and Downstairs
* Interlinking of Rivers
* BPO vs KPO
* Democracy
* Effect of Pornography
* Education in Rural India.
* Nanotechnology
* Child marriage,
* Sensex boom,
* Where there is a will there is a way,
* My favourite sportsman.
* Honesty is the best policy
* Superstition in India
* Dieting


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