Knowledge Base Tools

The basic idea behind a knowledge base is to automate customer support by organizing product support information into an easy-to-find, easy-to-access format. The knowledge base tools can be used by customer support personnel to find answers to common customer complaints, or can be put out on the web, allowing the customer to do their own searching. Some Knowledge base systems used in call centers are as :

• Inbound Call Center
• Virtual Call Center
• Call Center Outsourcing
• Call Center Consultant
• IVR Outsourcing
• CRM Solutions
• Direct Response Marketing
• Call Center Services
• Answering Service
• Political Call System

Features and benefits include:

• Reduces strain on Call Centres by resolving customer queries online
  
• Increases call centre capacity by reducing the number of incoming calls
  
• Improves customer communication channels by providing 24hr customer support.
  
• Knowledgebase of FAQs can be used by both customers and call centre operatives
  
• Enquiries can be monitored and trends identified

The Knowledge base tools integrates seamlessly with any Callcenter, offering customers 24 hour access to a dynamic self service facility.

Predictive dialers

A predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns. Predictive dialers are widely used in call centers.
History :
While the basic autodialer merely automatically dials telephone numbers for call center agents who are idle or waiting for a call, the predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it anticipates (or predicts) will be available when the calls it places are expected to be answered. (The auto-dialer preceded the predictive dialer).

The predictive dialer monitors the answers to the calls it places, detecting how the calls it makes are answered. It discards unanswered calls, engaged numbers, disconnected lines, answers from fax machines, answering machines and similar automated services, and only connects calls answered by people to waiting sales representatives. Thus, it frees agents from listening to unanswered or unsuccessful calls.
Functioning :
The predictive dialer exhibits predictive behavior when it has more call attempts (dials) outstanding than it has agents that are already available to handle calls. The predictive dialing happens when the predictive dialer dials ahead of the agents becoming available or when the predictive dialer matches a forecast number of available agents with a forecast number of available called parties. The matching and dialing ahead perspectives provide the large increases in dial rates and agent productivity.

If a system has 100 agents working on it, the dialer will dial a number of calls sometimes crudely based on a phone line to agent ratio of 1.5:1 or 2:1. This means that for each available agent, the system will dial the phone numbers of two potential customers. As these calls are made to the telephone network the dialer will monitor each call and determine what the outcome of the call was. From 150 calls made, the system will immediately strip out any unproductive outcomes, such as busy calls (these are usually queued for automatic redial), no answers & invalid numbers. Some predictive dialers incorporate "answering machine detection", which tries to determine if a live person or answering machine picked up the phone. This is one cause of the typical delays that one may experience before being connected to an agent.

The advanced predictive dialer determines and uses many operating characteristics that it learns during the calling campaign. However, this level of performance may require a sufficiently large critical mass of agents. Conversely, it becomes increasingly difficult to maintain a high talk time percentage with a lower number of agents without increasing dropped calls.
Silent calls:

Predictive dialing systems use algorithms to control the ratio of calls to agents. Because a dialer cannot know what proportion of its calls will connect until it has made them, it will alter its dialing rate depending on how many connections it manages to achieve. Occasionally the system will get more live parties on call attempts than there are agents available take those calls. Consequently, the dialer will disconnect or delay distribution of calls that cannot be distributed to an agent. This is known as a silent call or a nuisance call. The called party hears only silence when the predictive dialer does not at least play a recorded message.
Types:
Predictive dialers perform the same function but the architecture and delivery methods can vary greatly between manufacturers. There are several types of predictive dialing.
1. Soft dialers
Software only solutions use ISDN messaging, or a CTI link to provide call progress analysis for calls made. Software only dialers are often cheaper because they do not require expensive telephony components, but in some cases can offer less functionality than more traditional 'hard dialer' solutions, particularly when it comes to detecting answering machines (AMD) and integration with other 'voice' related functions (voice recording, IVR, speech recognition, text-to-speech etc
2. Hard dialers
Hardware dialers use dedicated telephony switches to perform call progress analysis and answering machine detection. Those switches usually have two main types of connections, agent audio and external audio. The agent audio connections are usually simple T1/E1/ISDN etc. telephony spans which are connected directly to an existing PBX (although other connection types that do not require a PBX are available such as Analogue or VoIP connections). When an agent first logs in for the day, the dialer will place a call from the switch directly to the phone on the agent's desk.
3. Smart predictive dialers
Smart predictive dialers combine voice broadcasting with phone agents who are prepared to handle calls initiated by the dialer. Answering machines, busy signals, and no answer calls are processed in a manner similar to that of a normal predictive dialing system.
4. Hosted predictive dialers
Typically, the only requirement for a firm to use a hosted predictive dialer system is a computer with an Internet connection and a telephone line for each agent.

Hence A predictive dialer can dramatically increase the time an agent spends on communication rather than waiting: a 2002 survey indicated an increase in talk time from twenty minutes in the hour to almost fifty. The system is most suitable for low quality lists and large numbers of agents; a high contact rate can overwhelm the system.

Web-enabled call center

Call center services have changed dramatically over the past 10 years due in part to increased business taking place on the Internet. Historically, a consumer contacted a call center via a telephone number and was able to talk to a customer service representative to obtain product or service information, register a complaint, and discuss other service-related issues. E-commerce-driven technology, however, has changed how call centers interact with customers and has broadened the services that a call center can provide.

Modern, Web-enabled call center have adapted to the increased amount of business taking place on the Web by offering consumers both telephone and online service contacts. Many companies have begun to link their call centers to their Web sites in order to provide advanced customer service options. These centers have added e-mail; instant chat, which enables consumers to exchange text messages in real time with service representatives; and other Web-based services such as interactive voice response (IVR), a service that allows consumers to actually speak to service representatives over the Web via PC microphones. Some call centers even offer video services, which enable online customers to see the representative with whom they are in contact.

The call center service is a thriving business today and it is evolving. It has become a necessity in both, developed and developing countries. A web enabled call center is one that is based on a web page, on the World Wide Web. The page provides a button, which can be clicked on to access the calls. This is only available on the Internet or Intranet.

The Web-enabled call center services are only accessible on the net. The major purpose of these call centers is to help in the easy accessibility of people, anywhere in the world. This facilitates the various business undertakings to reach their clientele in any part of the world. These people need to meet their business needs. The concept of outsourcing is very common and at present, a lot of businesses are outsourced. People need to maintain a uniform way of conducting their business.

Through the Web-enabled call center services, people can remain in contact with their customers and continue with their business, unperturbed, on account of the distances between them. People prefer the Intranet, since only people of a specific group can have access to one such facility. The customer can avail of video- conferences and outsource their problems or convey messages.

In the intranet, the people of the group in business can view the information or queries of other people, within the group.
The Web-enabled call center services help people in different parts of the world to access and enhance their business as well as valuable customers. This also helps in targeting brand messages, potential acquisition of new call centers and it gives high returns for a relatively low investment. It provides enhanced employee performance, maximized customer satisfaction and reduces cost. It also helps to maintain customer satisfaction, maintain standards and increase profitability.
Web-Enabled Customer Service Make a Difference --

• Increased Resources: Web-enabled operators can obtain information via the Internet, whereas traditional operators only have the resources available within the call center.
  
• Increased Productivity: Operators can access a client's data to give information to the caller or even update the caller's information in the client's database or application.
  
• Increased Efficiency: Web-enabled operators can start a trouble ticket and immediately give the caller the ticket number by accessing the client's help desk program on their Intranet.
  
• Increased Understanding: Web-enabled help desk support gives the caller assurance that the operator is experiencing the same thing, at the same time, as they are.

Hence by integrating their Web site with call center services, companies expect to improve customer service, which can increase online sales and eventually cut call center costs.

Multimedia Queuing

Multimedia Queuing services is one of the best services for call centers .The queuing mechanism includes one or more skillsets each including an idle agent queue and a pending requests queue. Skillsets are assigned interrupt levels defining the importance of skillsets with respect to each other. Agents are assigned to and queued in the idle agent queue of one or more of the skillsets.

As media requests are received in the pending requests queues of skillsets, agents are dispatched to attend to the requests. As an agent is dispatched from a skillset, it is removed from other skillsets that have an equal or lower interrupt level, and is maintained in skillsets that have a higher interrupt level.

What is claimed is:-----

1. A method for routing a plurality of contact requests in a call center, the method comprising:

receiving a first contact request from a first source;

queuing the first contact request in a pending queue of a first skillset having a first interrupt level;

connecting a first agent selected from a first plurality of agents assigned to the first skillset to the first source; and

maintaining the first agent as a valid agent in a second plurality of agents assigned to a second skillset having a second interrupt level, the second interrupt level indicating that agents may be interrupted to handle contact requests assigned the second interrupt level while busy handling contact requests assigned the first interrupt level.

2. The method of claim 1 wherein the first and second skillsets include different media requests.

3. The method of claim 1 wherein the first and second skillsets are e-mail and voice call skillsets, respectively.

4. The method of claim 1 further comprising:

removing the first agent as a valid agent from a third plurality of agents assigned to a third skillset having a third interrupt level, the third interrupt level indicating that agents may not be interrupted to handle contact requests assigned the third interrupt level while busy handling contact requests assigned the first interrupt level.

5. The method of claim 1 further comprising:

receiving a second contact request from a second source;

queuing the second contact request in a pending queue of the second skillset;

putting on hold the connection of the first agent and the first source;

connecting the first agent assigned to the second skillset to the second source; and

connecting the first agent back to the first source when the connection between the first agent and the second source is terminated.

6. A queuing method for routing a plurality of contact requests in a call center, the method comprising:

receiving a contact request from a source;

queuing the contact request in a first skillset having a first interrupt level;

connecting an agent selected from a first plurality of agents assigned to the first skillset to the source; and

maintaining the agent as a valid agent in a second plurality of agents assigned to a second skillset having a second interrupt level, the second interrupt level indicating that agents may be interrupted to handle contact requests assigned the second interrupt level while busy handling contact requests assigned the first interrupt level.

7. The queuing method of claim 6 further comprising:

removing the agent as a valid agent from a third plurality of agents assigned to a third skillset having a third interrupt level, the third interrupt level indicating that agents may not be interrupted to handle contact requests assigned the third interrupt level while busy handling contact requests assigned the first interrupt level.

8. The queuing method of claim 6 further comprising:

receiving a second contact request from a second source;

queuing the second contact request in the second skillset;

causing the agent to hold the first source;

connecting the agent to the second source.

9. The queuing method of claim 8 further comprising:

connecting the agent back to the first source when the connection between the agent and the second source is completed;

adding the agent as a valid agent in the second skillset; and

adding the agent as a valid agent in the first skillset when the connection between the agent and the first source is completed.

10. The Multimedia Queuing method of claim 6 wherein the first and second skillsets include different media requests.

11. A computer program product, comprising:

a computer usable medium having computer readable program code embodied therein to route a plurality of contact requests in a call center;

computer readable program code to queue the contact request in a first skillset having a first interrupt level;

computer readable program code to connect an agent selected from a first plurality of agents assigned to the first skillset to the source; and

computer readable program code to maintain the agent as a valid agent in a second plurality of agents assigned to a second skillset having a second interrupt level, the second interrupt level indicating that agents may be interrupted to handle contact requests assigned the second interrupt level while busy handling contact requests assigned the first interrupt level.

12. The computer program product of claim 11 further comprising:

computer readable program code to remove the agent as a valid agent from a third plurality of agents assigned to a third skillset having a third interrupt level, the third interrupt level indicating that agents may not be interrupted to handle contact requests assigned the third interrupt level while busy handling contact requests assigned the first interrupt level.

13. The computer program product of claim 11 further comprising:

computer readable program code to receive a second contact request from a second source;

computer readable program code to queue the second contact request in the second skillset;

computer readable program code to cause the agent to hold the first source; and

computer readable program code to connect the agent to the second source.

14. The computer program product of claim 13 further comprising:

computer readable program code to connect the agent back to the first source when the connection between the agent and the second source is terminated;

computer readable program code to add the agent as a valid agent in the second skillset; and

computer readable program code to add the agent as a valid agent in the first skillset when the connection between the agent and the first source is completed.

15. The computer program product of claim 11 wherein the first and second skillsets include different media requests.

16. A call center system for plurality of contact request, the system comprising:

a queuing manager to queue the plurality of contact requests, the contact requests being associated with one of a first skillset and a second skillset;

a configuration database that comprises information pertaining to each of a plurality of agents and each of a plurality of skillsets, the information comprises a list of one or more skillsets assigned to each of the plurality of agents, and a list of skillsets and associated interrupt levels; and

an agent manager in communication with the queuing manager and the configuration database,

wherein the agent manager, the configuration database and the queuing manager collectively

(i) receive a contact request from a source,

(ii) queue the contact request in a first skillset having a first interrupt level,

(iii) connect an agent of the plurality of agents assigned to the first skillset to the source, and

(iv) maintain the connected agent as a valid agent in a second skillset having a second interrupt level if the connected agent is also assigned to second skillset, the second interrupt level indicating that connected agents may be interrupt to handle contact requests assigned the second interrupt level while busy handling contact requests assigned the first interrupt level.

17. The call center system of claim 16, wherein the agent manager, the configuration database and the queuing manager collectively operate to remove the connected agent as a valid agent from a third skillset having a third interrupt level, the third interrupt level indicating that connected agents may not be interrupted to handle contact request assigned the third interrupt level while busy handling contact requests assigned the first interrupt level.

18.The call center system of claim 16, wherein the agent manager, the configuration database and the queuing manager further collectively operate to:

receive a second contact request from a second source;

queue the second contact request in the second skillset;

cause the agent to hold the first source; and

connect the agent to the second source.

19. The call center system of claim 16, wherein the agent manager, the configuration database and the queuing manager further collectively operate to:

connect the agent back to the first source when the connection between the agent and the second source is terminated;

add the agent as a valid agent in the second skillset; and

add the agent as a valid agent in the first skillset when the connection between the agent and the first source is completed.

Hence consequently, an agent, tending to a media request, may be interrupted with other media requests only if the other media requests are queued in skillsets of higher interruptibility level, and if the agent is assigned to those other skillsets. Media requests include, among other things, a voice/video call request, an e-mail request, a web form request, and an outbound voice call request.

While certain exemplary embodiments have been described and shown in the accompanying drawings, it is to be understood that such embodiments are merely illustrative of and not restrictive on the broad invention, and that this invention not be limited to the specific constructions and arrangements shown and described, since various other modifications may occur to those ordinarily skilled in the art.

VOIP

Short for Voice over Internet Protocol, a category of hardware and software that enables people to use the Internet as the transmission medium for telephone calls by sending voice data in packets using IP rather than by traditional circuit transmissions of the PSTN.

One advantage of VoIP is that the telephone calls over the Internet do not incur a surcharge beyond what the user is paying for Internet access, much in the same way that the user doesn't pay for sending individual e-mails over the Internet.

To reduce costs and improve the quality of customer service, companies can locate their call center facilities in overseas locations where labor and facilities are significantly less expensive – avoiding the telecom costs that would otherwise be associated with such initiatives through the use of VoIP. Callcenters used VoIP MultiPath Switch ensures that such initiatives can be implemented without putting critical customer communications at risk.

Low inexpensive phone service made possible by voice over Internet Protocol (VoIP) will become more of a reality, and for contact centers the biggest benefit is the promise of supporting remote agents, according to a recent report.
VoIP sends voice packets over public and private networks, particularly the Internet, cutting phone bills by eliminating the need for separate circuits.
There are three compelling reasons for VoIP in the contact center. The first, VoIP's lower cost, has actually become a less compelling argument as traditional telephone rates have plummeted.

The second motivator is that VoIP eliminates the need to integrate voice and data networks. With VoIP, companies don't have to run separate infrastructures for automatic call distribution, interactive voice response and predictive dialing, because each application can run on network-based services.
Yet the real benefit to call centers is VoIP's ability to support agents regardless of their physical locations.

"It's always made more sense to put everybody in one place and to have all the boxes in one place," With IP, that all goes away. If we can move [voice data] over the Internet, it's feasible to set up remote agents and create flexibility.
That capability lets companies better leverage outsourced call centers. The challenge has always been integrating internal and external operations, including handoffs for multi-stage services and data integration. VoIP facilitates those exchanges, letting businesses slash costs by contracting with remote agents. The real estate savings -- money that might have been spent on a physical contact center -- offers a compelling reason for VoIP, he argued.

Thus far, VoIP has seen its greatest adoption in the consumer and small-business markets. Some larger businesses are wary of rolling out telecommunications technology from companies. While glitches still exist in VoIP, the Reservoir Partners study found that technological development is eliminating many of the early problems. Additionally, the time may soon be right, because contact centers are running beyond their capacity, thanks in part to regulations such as "do not call" lists.

" However, startups are beginning to make the VoIP investment Big telecommunications players are planning to roll out their own IP-based telephone services, Doing so is a competitive imperative for them, and as the larger, more-trusted telecom businesses enter the market, they will likely foster more trust in VoIP.

Speech Recognition

Speech or voice recognition is the ability of a machine or program to recognize and carry out voice commands or take dictation. In general, speech recognition involves the ability to match a voice pattern against a provided or acquired vocabulary.

Usually, a limited vocabulary is provided with a product and the user can record additional words. More sophisticated software has the ability to accept natural speech (meaning speech as we usually speak it rather than carefully-spoken speech).


APPLICABILITY TO CALL CENTERS

Speech and voice recognition are useful tools in call centers in a number of ways. Not all of these tools and uses are exclusive to the call center environment and could be applied to other locations within a SESA[The SeSa Group was founded in 1973 and operates in the Information and Communication Technology (ICT) market]

They also make use of both single-user speaker-dependant PC-based systems as well as multi-user speaker-independent server-based systems.One of the more generic uses of single-user speech recognition is as an aid to Customer Service Representatives(CSRs) and others to reduce or eliminate repetitive stress injuries that result from Keyboard and mouse use, particularly carpal tunnel syndrome. By replacing an individual’s keyboarding of information with a speech recognition interface,

repetitive stress injury complaints decrease significantly. This has proven to be the case in a number of large call centers, one in particular being that of the L. L. Bean Company. A second single-user application is to enable job positions to be filled by physically handicapped individuals. Both L. L. Bean and the State of Michigan UI Appeals division have used speech recognition applications to enable paraplegic individuals to work at jobs they would otherwise not be able to do. This has been accomplished by replacing the keyboarding of information with speech recognition applications.

The other major area of speech and voice recognition use in call center environments is through the use of multi-user speaker-independent server-based systems. These systems are often used in conjunction with existing or new IVR applications. In either case, they serve to extend the capabilities of the IVR applications. As described previously, speech recognition can automate a manual CSR task such as address changes. It also allows a user to use a previously established password or pass-phrase in place of entering a PIN

via the TouchTonekeys on the telephone. As with change of address information, multi-user speaker-independent server-based speech recognition allows a many applications to be developed and implemented that heretofore required a CSR. While most useful for simple multiple-choice selections, similar to an IVR menuing system, it also enables the entry of free-form text by the caller in a very simple, straightforward, and natural way. Whether this information is used to directly update a system’s databases, or if it is first reviewed by support staff prior to being released for system updating, is a matter of management choice. Certainly, during the early phases of a new application’s introduction it might be both cautious and helpful to review any updates before they are made

Key benefits

Client’s application flexibility is matched by its equally flexible benefits.

IVR scalability and reliability by configuring multiple Client-based speech recognition servers to handle thousands of calls simultaneously — should one server ever go down, Client immediately and systematically routes calls to another server.

Rapid application deployment and central administration using Client’s built-in graphical application generator and pre-built components to create “in demand” speech recognition applications, along with the Client system’s single inherent administrative interface to configure one or more speech recognition servers.

A lower total cost of ownership resulting from Client ’s customizable application-driven architecture, open standards interface and unified administration for inbound as well as outbound IVR processes.

A faster return on investment via the ability to b uild and manage results-oriented outbound campaigns, and to pre-integrate call recording, sales verification and other capabilities that enable your company to realize a higher ROI in months, not years.

Speech recognition has developed very rapidly over the last ten years. This has largely been the result of advances in processing power, which has enabled correspondingly rapid advances in speech recognition algorithms. The speech recognition systems that are on the market today are the embodiments of these new algorithms. What was once the property of the R&D lab and science fiction is now a reality.

Vein-based access control system

As physical security and identity theft concerns continue to rise, consumers are demanding safeguards to keep themselves and their property safe. Applications for the Palm Secure are vast and span several vertical markets, including security, financial/banking, access control, healthcare and government applications. Call Center client says Palm Secure is a vein-based biometric authentication device that offers a high level of security since palm vein patterns are extremely difficult to forge, and which is also less intrusive than other solutions such as iris scanning. Utilizing the unique characteristic of deoxidized hemoglobin flowing in the palm’s veins, the individual’s distinctive vein pattern is recognized. The process is highly accurate, delivering a false acceptance rate1 of less than 0.00008%.

Advantages of vein-based identification

To prevent information disclosure and illegal access, it is crucial to stop impersonation by others, and biometric identification is the solution. Vein-based identification systems are now attracting much attention thanks to their high identification accuracy compared to fingerprint-based systems.

Compared to a fingerprint-based identification system, a vein-based system is immune to tampering, making it ideal for high-security environments.

The vein pattern on the underside of the fingers is identified by image processing. By using the vein pattern inside the body, identification accuracy is outstanding.

The reading section requires no contact, so the system causes no discomfort or unpleasantness. And there is no psychological barrier, unlike with fingerprinting systems.

Difference from Old Systems :

Door-access control is a physical security system that assures the security of a room or building by means of limiting the access to that room or building to specific people and by keeping records of such accesses. It utilizes an individual-authentication method in order to limit access to specific people. The most widespread authentication method for such systems is based on smart cards. Such a system limits room access to only those people who hold an allocated smart card.

In the case of smartcard systems, on top of the difficulty in preventing another person from attaining and using a legitimate person's card, there is the inconvenience of processing lost cards. In the meantime, accompanying the continuing development of fingerprints as the main biometrics method for individual authentication, the practical application of door-access-control systems utilizing biometric data has begun.

Biometrics authentication uses information specific to a person's body in order to assure a high level of security that makes it difficult for a stranger to impersonate that person. Although there are several types of biometrics authentication methods, the one —called finger-vein authentication— presented here is the most suitable method for controlling door access by a large number of people. This paper describes the features of the developed finger-vein-authentication method and presents two applications of this authentication method to door-access control.

The vein authentication system requires customers to place their fingertip on a sensor. The system detects veins as a 3D pattern that is unique to each person.Callcenter client said it was looking to quadruple sales of its finger-vein-based biometrics system as more banks in Japan attempt to cut rising fraud levels in the country.

Hence the article describes the features of the developed finger-vein-authentication method and presents applications of this authentication method to door-access control.This Vein-based access control system is more often using now a days in call centers for there much security purpose and better prospectus technology then old One.

For More Informations

Preview Dialer

Preview Dialer is an application that enables outbound "preview" or "progressive" dialing through the agent desktop. The source of outbound contacts can be an existing CRM system or other external system, database, or flat file. Preview dialing gives agents the opportunity to review information about the contact and allows agents to choose when to dial the outbound call. Progressive dialing gives the agent a set amount of time to review information about the contact before automatically dialing the outbound call.

Preview Dialer is ideal for bill collection, following up on support tickets, marketing campaigns, and customer satisfaction surveys.

Preview Dialer gives agents the opportunity to review contact information to know whom they are calling and the purpose of the call before dialing the outbound call. During the preview time, agents may also lookup additional information about the contact in external applications using the contact data displayed (e.g. account number). This process can be automated with the optional addition of a screen-pop integration.

An automatic telephone dialing system that dials from a list of numbers. It presents the agent with the information about the prospect or customer to be called and requires a response either to make the call or not to make the call. It differs from a predictive dialer, which turns all calls over to the next available agent

• Preview Dialer - Phone agents view call information prior to the call being placed. The agent can decide not to initiate the call.
• Progressive Dialing - This dialing method passes the call information to the agent at the same time the number is being dialed by the phone dialer. The agent usually has a few seconds to view the call information, but cannot stop the call process.
• Predictive Dialing - This technique is more sophisticated because the phone dialer automatically calls several numbers and only passes a call to your agent when a person has been contacted. This eliminates busy signals, answering machines, etc.
• Smart Predictive Dialers - Phone system places calls, plays recorded messages and prompts, and passes the calls to your agents only when the called individual requests a contact.