Page 3 - Contact Center Magazine.pdf

Call Center Overview of Activities

Inbound and Customers Order

Outbound calls Retained Registration

1381k incoming calls and 238k On average 3k cust omers ret ained 25k mont hly order regist rat ion!
out going calls on mont hly basis! mont hly !

Calls are at the heart of call center,on As Customer retention is much Call center is continuously breaking
monthly basis call center handles cheaper than customer its own record of order registration and
1381k inbound calls ,make 238k acquisition,retention team works every year sale trends increases.Call
outbound calls .Out of 1381k calls ,call efficiently to retain as many customers center is the third major channel in
center provides on call resolution to as possible sale contribution.
approx 142K calls on monthly basis.

Social Media

NRB Follow up Cases Complains

PTCL Web Chat Team handles 169k PTCL Back office Team follows up 6k Social media t ransact ion on
NRB Claim mont hly ! 6k mont hly ! average

NRB team handles the cases of Follow up teams exist for the Social Media has both driven and
customers not responding to OB dialer complaints having high lead times as coincided with a dramatic change in
and cases where customer is not these customer repeatedly calls the way that businesses and
agree regarding rectification regarding their issues . customers interact. Gone are the days
claim.NRB team calls these customers of one-way conversations dictated by
and get their status regarding brands. Customers now demand a
rectification.
level of speed, convenience and
transparency that is challenging
boardrooms and customer service
professionals like never before.