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New Update
| Criteria | Process based calcentre |
People based calcentre |
| Nature of calls |
The calls are short and repetitive |
The calls are long and non-repetitive |
| The agent is only expected to pass on the existing information. |
The agent is expected to take a lot of routine decisions |
|
| Caller expectations |
Quick and efficient handling of calls |
Comprehensive personalised solution to their requirement |
| Easy understanding of the caller’s requirement |
||
| Agent skilrequirements |
Basic computer operationaskills |
Professionals with high academic qualifications |
| Telephone etiquette and correct disposaof calls |
Rich experience and domain knowledge |
|
| Specialised skills to resolve the call |
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| Criticasuccess factors |
Less calhandling time |
To be people-centric |
| Relevant information at the agent’s desktop |
Acquisition and retention of desired manpower. |
|
| Investment focus |
High investment in installing systems that can be easily contacted and serviced |
High investment in acquiring and training the manpower |
| Investment in automating the customer contact and service proces. |
High compensation leve for agents. |