Q.
A. Yes, call centre jobs are going to be sustainaable. Not only the demand from foreigners will remain strong but domestic demand for call centres will be rising very fast soon. There is extreme shortage of workers in call centers. Please get in touch with CII who are organising special awareness and skill test program thought out the country soon.
Now read this if you can make a sense of the requirementy. A call centre or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.
A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).
Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks and sales support.A call centre can be viewed, from an operational point of view, as a queueing network. The simplest call centre, consisting of a single type of customers and statistically-identical servers, can be viewed as a single-queue. Queueing theory is a branch of mathematics in which models of such queueing systems have been developed. These models, in turn, are used to support work force planning and management, for example by helping answer the following common staffing-question: given a service-level, as determined by management, what is the least number of telephone agents that is required to achieve it. (Prevalent examples of service levels are: at least 80% of the callers are answered within 20 seconds; or, no more than 3% of the customers hang-up, due to their impatience, before being served.)
Queueing models also provide qualitative insight, for example identifying the circumstances under which economies of scale prevail, namely that a single large call centre is more effective at answering calls than several (distributed) smaller ones; or that cross-selling is beneficial; or that a call centre should be quality-driven or efficiency-driven or, most likely, both Quality and Efficiency Driven (abbreviated to QED). Recently, queueing models have also been used for planning and operating skills-based-routing of calls within a call centre, which entails the analysis of systems with multi-type customers and multi-skilled agents.
Call centre operations have been supported by mathematical models beyond queueing, with operations research, which considers a wide range of optimization problems, being very relevant. For example, for forecasting of calls, for determining shift-structures, and even for analyzing customers' impatience while waiting to be served by an agent.Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
These include ;
ACW (After call work)
ACD (automatic call distribution)
Agent performance analytics
Automated surveys
BTTC (best time to call)/ Outbound call optimization
IVR (interactive voice response)
CTI (computer telephony integration)
Enterprise Campaign Management
Outbound predictive dialer
CRM (customer relationship management)
CIM (customer interaction management) solutions (Also known as 'Unified' solutions)
Email Management
Chat and Web Collaboration
Desktop Scripting Solutions
Outsourcing
Third party verification
TTS (text to speech)
WFM (workforce management)
Virtual queuing
Voice analysis
Voice recognition
Voicemail
VoIP
Speech Analytics
Knowledge Management System
Electronic performance support systems
Many call centres have been built in areas that are depressed economically. This means that the companies get cheap land and labour, and can often benefit from grants to encourage them to improve employment in a given area.
China is investing in English language to make it an attractive location for outsourcing, and local demand as well as Japanese language skills in Dalian help its call center industry grow even without the English language capablilty.
India: A large number of call centres having moved to India, but further movement to India is on a decline as India rapidly absorbs most of the highly educated people in other outsourcing jobs and, like in other countries, call center jobs are increasingly viewed as stopgap jobs rather than as careers.
Malta with its multilingual capabilities, cultural affinity to the UK, low labour costs, European Union membership and mature legal framework is emerging as a popular Nearshore destination for the European market.
Now read this if you can make a sense of the requirementy. A call centre or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.
A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).
Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks and sales support.A call centre can be viewed, from an operational point of view, as a queueing network. The simplest call centre, consisting of a single type of customers and statistically-identical servers, can be viewed as a single-queue. Queueing theory is a branch of mathematics in which models of such queueing systems have been developed. These models, in turn, are used to support work force planning and management, for example by helping answer the following common staffing-question: given a service-level, as determined by management, what is the least number of telephone agents that is required to achieve it. (Prevalent examples of service levels are: at least 80% of the callers are answered within 20 seconds; or, no more than 3% of the customers hang-up, due to their impatience, before being served.)
Queueing models also provide qualitative insight, for example identifying the circumstances under which economies of scale prevail, namely that a single large call centre is more effective at answering calls than several (distributed) smaller ones; or that cross-selling is beneficial; or that a call centre should be quality-driven or efficiency-driven or, most likely, both Quality and Efficiency Driven (abbreviated to QED). Recently, queueing models have also been used for planning and operating skills-based-routing of calls within a call centre, which entails the analysis of systems with multi-type customers and multi-skilled agents.
Call centre operations have been supported by mathematical models beyond queueing, with operations research, which considers a wide range of optimization problems, being very relevant. For example, for forecasting of calls, for determining shift-structures, and even for analyzing customers' impatience while waiting to be served by an agent.Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
These include ;
ACW (After call work)
ACD (automatic call distribution)
Agent performance analytics
Automated surveys
BTTC (best time to call)/ Outbound call optimization
IVR (interactive voice response)
CTI (computer telephony integration)
Enterprise Campaign Management
Outbound predictive dialer
CRM (customer relationship management)
CIM (customer interaction management) solutions (Also known as 'Unified' solutions)
Email Management
Chat and Web Collaboration
Desktop Scripting Solutions
Outsourcing
Third party verification
TTS (text to speech)
WFM (workforce management)
Virtual queuing
Voice analysis
Voice recognition
Voicemail
VoIP
Speech Analytics
Knowledge Management System
Electronic performance support systems
Many call centres have been built in areas that are depressed economically. This means that the companies get cheap land and labour, and can often benefit from grants to encourage them to improve employment in a given area.
China is investing in English language to make it an attractive location for outsourcing, and local demand as well as Japanese language skills in Dalian help its call center industry grow even without the English language capablilty.
India: A large number of call centres having moved to India, but further movement to India is on a decline as India rapidly absorbs most of the highly educated people in other outsourcing jobs and, like in other countries, call center jobs are increasingly viewed as stopgap jobs rather than as careers.
Malta with its multilingual capabilities, cultural affinity to the UK, low labour costs, European Union membership and mature legal framework is emerging as a popular Nearshore destination for the European market.
Telecommunications engineering urgent advice! please, thanks.?
Q. I'm a telecommunications student in my second year of the university, i just turned 17.
I was just wondering wat it was like to be an actual telecoms engineer. So far we do so much calculations, im pretty good at that although its becomming more complicated but most of my class mates are less serious with the calculations. They are older (being 17 im the youngest) and say i wouldnt really need all that, as there are computers for those now. But i dont wanna put my trust in them as most of them had other degrees already and just need a certificate now. And we've had less advanced practicals.
Am i really wasting my time with all this calculations?
Im begining to think its a problem. So i wanna know what working as a telecoms engineer is like especially the start ( no matter the country, i just want opinions). What do telecoms engineers actually do when they start in the office? Do they have to do calculations? Do they have to run and fix equipments? Do they sit on the computer doing stuffs like programming?
Will all this calculations just leave me as a lecturer teaching in a university, telling tales of how my wrong decisions got me there?
I hear telecommunications engineer are either in the technical (circuits, waves and stuff) or computer and networking (programming, cisco, networking) aspect. Is this right?
I'm not really a fan of waves and circuit, but I'm not bad at that either. If i study, i do good at it but its not something i enjoy doing. It bores me. On the other hand computers make me happy. Even when i don't get it right, i still keep trying.
Why i didn't do computer or software engineering is a complicated story so don't try to wonder why.
I am taking up programming. I love computers. Will this be of any use to me in the telecommunications industry? Am i just wasting precious time i should spend reading my electronics and circuit notes?
I am gonna get a masters in telecommunications. But i will be done with that by 21 and since I'm still young, i was thinking of getting another. I thought of software's, programming, networking and security because i wanna be exposed to the computer world also. I'm not really a fan of circuits like i said. I want a second masters in a different course from telecommunications but i want them to relate. I think its a good edge for me.
Also if you may give me an idea of what kinda pay to expect and how difficult it will be to get a job in various parts of the world. Where would be a good place to work? I hear telecommunications engineering is the most employing career in the world now. Is this true? And how long will this last
Any other advice you have from experience would help.
P.S
Pleas it will help if you give a vivid explanation. Even if its a million pages i will read it through. I could also contact you for more info if this wont let you write enough. Even if you think it will discourage me, just tell me. I know nothing good comes easy.
if there are errors in the grammar, I'm sorry.
Thanks
I was just wondering wat it was like to be an actual telecoms engineer. So far we do so much calculations, im pretty good at that although its becomming more complicated but most of my class mates are less serious with the calculations. They are older (being 17 im the youngest) and say i wouldnt really need all that, as there are computers for those now. But i dont wanna put my trust in them as most of them had other degrees already and just need a certificate now. And we've had less advanced practicals.
Am i really wasting my time with all this calculations?
Im begining to think its a problem. So i wanna know what working as a telecoms engineer is like especially the start ( no matter the country, i just want opinions). What do telecoms engineers actually do when they start in the office? Do they have to do calculations? Do they have to run and fix equipments? Do they sit on the computer doing stuffs like programming?
Will all this calculations just leave me as a lecturer teaching in a university, telling tales of how my wrong decisions got me there?
I hear telecommunications engineer are either in the technical (circuits, waves and stuff) or computer and networking (programming, cisco, networking) aspect. Is this right?
I'm not really a fan of waves and circuit, but I'm not bad at that either. If i study, i do good at it but its not something i enjoy doing. It bores me. On the other hand computers make me happy. Even when i don't get it right, i still keep trying.
Why i didn't do computer or software engineering is a complicated story so don't try to wonder why.
I am taking up programming. I love computers. Will this be of any use to me in the telecommunications industry? Am i just wasting precious time i should spend reading my electronics and circuit notes?
I am gonna get a masters in telecommunications. But i will be done with that by 21 and since I'm still young, i was thinking of getting another. I thought of software's, programming, networking and security because i wanna be exposed to the computer world also. I'm not really a fan of circuits like i said. I want a second masters in a different course from telecommunications but i want them to relate. I think its a good edge for me.
Also if you may give me an idea of what kinda pay to expect and how difficult it will be to get a job in various parts of the world. Where would be a good place to work? I hear telecommunications engineering is the most employing career in the world now. Is this true? And how long will this last
Any other advice you have from experience would help.
P.S
Pleas it will help if you give a vivid explanation. Even if its a million pages i will read it through. I could also contact you for more info if this wont let you write enough. Even if you think it will discourage me, just tell me. I know nothing good comes easy.
if there are errors in the grammar, I'm sorry.
Thanks
A. I am 19years old and a Cisco Network Engineer for Nova Voice and Data Systems, Inc., in Oceanside, CA.
Nova Voice and Data Systems, Inc. (http://www.NovaVoiceandData.com) provides Cisco Voice over IP and network solutions for Small and Medium sized businesses (SMB), as well as commercial voice and data cabling and Toshiba PBX and Voice over IP phone systems. A day in the life may involve complicated or simple tasks, but whether at a desk, crawling through an attic, or crouched in a telephone closet, a telecommunications engineer is always calculating his next move and the move after his next move while he makes his present move.
"I hear telecommunications engineer are either in the technical (circuits, waves and stuff) or computer and networking (programming, cisco, networking) aspect. Is this right?"
Not necessarily, Although my title is Cisco Network Engineer, I commonly work with both circuits and computer networking and programming of network devices. I often deal with analog lines. Analog lines can be used for CO's (Central Office lines - the lines that connect phone systems to the PSTN - Public Switched Telephone Network) or they can be used for analog end points suchas a Fax line, Alarm line, Loudringer, or analog phone. I am certified in Cisco's Voice over IP systems as well as Toshiba's CIX - digital telephone PBX systems. Although my primary role is Cisco's product line, having experience and certifications in non VoIP telephony is important.
Cisco offers a career path for Voice. The expert level is CCIE Voice and the certification path is:
CCNA-->CCNA Voice-->CCNP Voice-->CCIE Voice
The average salary of a CCIE Voice in Los Angeles, CA is $106,000
Voice over IP is currently one of the fastest growing industries.
Nova Voice and Data Systems, Inc. (http://www.NovaVoiceandData.com) provides Cisco Voice over IP and network solutions for Small and Medium sized businesses (SMB), as well as commercial voice and data cabling and Toshiba PBX and Voice over IP phone systems. A day in the life may involve complicated or simple tasks, but whether at a desk, crawling through an attic, or crouched in a telephone closet, a telecommunications engineer is always calculating his next move and the move after his next move while he makes his present move.
"I hear telecommunications engineer are either in the technical (circuits, waves and stuff) or computer and networking (programming, cisco, networking) aspect. Is this right?"
Not necessarily, Although my title is Cisco Network Engineer, I commonly work with both circuits and computer networking and programming of network devices. I often deal with analog lines. Analog lines can be used for CO's (Central Office lines - the lines that connect phone systems to the PSTN - Public Switched Telephone Network) or they can be used for analog end points suchas a Fax line, Alarm line, Loudringer, or analog phone. I am certified in Cisco's Voice over IP systems as well as Toshiba's CIX - digital telephone PBX systems. Although my primary role is Cisco's product line, having experience and certifications in non VoIP telephony is important.
Cisco offers a career path for Voice. The expert level is CCIE Voice and the certification path is:
CCNA-->CCNA Voice-->CCNP Voice-->CCIE Voice
The average salary of a CCIE Voice in Los Angeles, CA is $106,000
Voice over IP is currently one of the fastest growing industries.
What is my job title?
Q. I'm trying to research my estimated value (salary) on websites like salary.com and payscale.com, however I cannot determine a job title that fits my "does everything" role.
I do all the following:
Server Administration (patches, maintenance, both software and physical)
Windows Domain Admin, AD Admin
Network / Routing / LAN / WAN Admin, security, performance testing
SQL Server Admin (patches, maintenance, performance, development)
C# Application Development for custom needs (know C++, but isn't used often, as well as Intel ASM, but used rarely to patch vendor products)
Report writing
Admin various software applications, like SSRS, timeclock systems, etc.
Good with digital electronics in general, electrical wiring, making custom solutions
Everything Help Desk and Desktop Support related, end user support
Telephony administrator
Back-ups, disaster recovery
2 locations
What is a title so I can research my guesstimated value for northeast US salary? Or does anyone have any input on their opinion of salary and other variables to be strongly analyzed?
I do all the following:
Server Administration (patches, maintenance, both software and physical)
Windows Domain Admin, AD Admin
Network / Routing / LAN / WAN Admin, security, performance testing
SQL Server Admin (patches, maintenance, performance, development)
C# Application Development for custom needs (know C++, but isn't used often, as well as Intel ASM, but used rarely to patch vendor products)
Report writing
Admin various software applications, like SSRS, timeclock systems, etc.
Good with digital electronics in general, electrical wiring, making custom solutions
Everything Help Desk and Desktop Support related, end user support
Telephony administrator
Back-ups, disaster recovery
2 locations
What is a title so I can research my guesstimated value for northeast US salary? Or does anyone have any input on their opinion of salary and other variables to be strongly analyzed?
A. I agree your role is System Administrator. It can be Sr. System Administrator or Lead System Administrator etc
Raj
Raj
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