1. 2.9 Technical and Customer Support
Momina

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Examples of
What happens at What is the
Business using
a call centre? function of CTI?
Call Centres
What are the two Why are call
What is CTI? forms CTI works centres set up
in? aboard?
How does the First Party What is the
system work? features of CTI?
Third Party
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3. 1. Large office space
2. Has about 100 operators
3. The operators take and respond to requests for help
4. Operator sits at a computer.
5. This computer is connected to a telephony server by the
company’s phone line.
6. Each computer has an integrated headset
7. The operators computer MUST be fitted with a telephony card
8. Each computer is linked to a telephony communications switch
9. There are many operators accessing the same line at the same
time… what type of software is required?
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4. How does the system work?
Phone calls are processed by the IVR
(Interactive Voice Response).
- The IVR does not require any human
assistance. It is an automatic service that can
be accessed by the caller. The caller then
connects to the system database using the
IVR software.
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5. Computer Telephony Integration
(CTI) Software
• Integrates all aspects of the system together.
• CTI sends commands from the operators
computer to the telephony server
• Operators computer has NO direct connection
to the phone.
• Any computer can control any phone in the
telephone system.
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6. What is the function of CTI?
• Allows the computer to direct the call to :
a) An appropriate operator
b) Another solution
• The system MUST also have the ability to
transfer calls to a person with the
appropriate expertise. (Can’t direct a call for
the Human Resources Department to the
Medical Centre Department)
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7. What are the features of CIT
1. It combines data and voice input to the
system
2. Displays the caller’s number
3. Allows for multiple dialling techniques:
a) Fast dial
b) Preview
c) Predictive dial
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8. What are the two forms that CTI works in?
1. First Party Control:
– This allows the operator to have direct connection
between their computer + phone set.
– This allows the operators computer to control the
functions of the operators phone.
– Only suitable for the smallest of call centres.
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9. 2. Third Party Control:
– Requires a dedicated telephony server to
connect the telephone network and the
computer network.
– Operators phone communicates directly with the
server, allowing the server to control all the
phones.
– Any computer can be used to control any phone
in the system; allowing supervisors to intervene
if the call proves to be too complex for the
operator.
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10. Examples of business’s using call centres:
1. Utility companies : Use call centres to give
customer support. Helping the customers who
want to pay for their bills or change details of
their account.
2. Mail order catalogues : Helps customers in the
form of payments or account information.
3. Computer hardware and software suppliers:
offer technical expertise and help customers
whose computers are not operating as they
should.
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11. Why are call centres offer set up abroad?
Advantages:
• Can pay employees lower wages
• The cost of buying/renting premises is lower
• Calls can occur at a more suitable time (it may be 7 pm in one
place but may be 9 am at the other place)
• Company does not have to pay higher wages for unsociable
times.
Disadvantages:
• Difficulty in understanding different dialects
• Workers abroad may be less flexible in their approach (they
will have a ‘script’ and they will stick to it, this script consists
of possible advice that can be given to the caller depending
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