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"Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: ? Identify the roles and responsibilities of a call center staff ? Prepare yourself to deliver quality service ? Learn to communicate successfully ? Identify current legislation, terminology, and technology affecting call center staff ? Develop skills for building trust ? Enhance telephone verbal skills and vocal quality ? Build problem solving and decision-making skills ? Learn to handle difficult customer situations ? Improve your time-management and multitasking skills ? Identify ways to control your stress level ? Learn to recover from mistakes?yours and your customer?s. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy."

"To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The real-time contact center is a practical guide to building a service infrastructure that will simultaneously exceed your customers' expectations, and build revenues. This timely book will help you: establish the business case for transforming your contact center into a real-time profit center. Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. Build profitable relationships with sales and marketing. Strengthen your self-service applications to improve their efficiency and to reduce dependence on service representatives, enabling significant cost reductions. Hire, train, and motivate staff to keep your contact center at the top of its game. Make smart, ethical decisions regarding offshore outsourcing. The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for use by all the crucial players in your contact environment. The real-time contact center analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure your people are well positioned to deliver extraordinary service with every interaction. Most importantly, T\the real-time contact center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center that's designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry."

"ABSTRAKSkripsi ini membahas kinerja operasional call center Jasa Marga Traffic Information Center dalam penanganan panggilan. Tujuan penelitian ini adalah mengetahui efektivitas kinerja layanan call center Jasa Marga Traffic Information Center berdasarkan indikator ukuran layanan, ukuran kualitas, dan ukuran efisiensi. Penelitian ini merupakan penelitian deskriptif dengan pendekatan kuantitatif. Hasil penelitian menyarankan untuk meningkatkan keefektifan kinerja call center sebaiknya perlu dilakukan pemisahan tugas antara Traffic Information Center dengan Call Center, mengoperasikan line telepon aktif dalam jumlah yang optimum serta melakukan evaluasi terhadap kinerja masing-masing agen.

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ABSTRACTThis thesis is measuring on operating performance of call center Jasa Marga Traffic Information Center on their call handling. Goals of the thesis are to know the performance effectiveness on Jasa Marga Traffic Information Center both quality and efficiency services indicator. This is a descriptive research with a quantitative approachment. The result of the research are suggest that to improve efectiveness performance on the call center should be separated between Traffic Information Center and the call center, operating the phone line with optimum number, and evaluate individual agent performance."

"Dalam pengelolaan perusahaan untuk mencapai tujuan yang telah ditetapkan, perlu dilakukan komunikasi dengan lingkungan dimana perusahaan berada. Komunikasi dimaksudkan untuk saling bertukar informasi, pelayanan, produk yang tujuan akhirnya adalah pencapaian laba perusahaan. Tanpa komunikasi dengan lingkungan, perusahaan tidak akan dikenal dan tidak dapat memindahkan kepemilikan produk yang diproduksinya kepada masyarakat yang membutuhkan.Garuda Indonesia perlu melakukan komunikasi dengan lingkungan bisnisnya untuk memperkenalkan dan mempromosikan produknya kepada khalayak yang menjadi segmen pasar sasaran. Komunikasi dilakukan melalui berbagai metoda dan media. Salah satu metoda komunikasi Garuda dengan khalayak adalah dengan melalui unit call center.Call center Garuda bukan merupakan in-house call center melainkan outsourced kepada perusahaan lain yaitu Infomedia. Infomedia sendiri tidak merniliki karyawan, melainkan outsourced ke perusahaan penyedia sumber daya manusia milik swasta. Unit call center yang bukan merupakan unit interal organisasi perusahaan Garuda diintegrasikan ke dalam organisasi sehingga seolah menjadi subsistem dari sistem perusahaan secara keseluruhan. Unit yang sebenarnya khalayak ekstemal perusahaan diintegrasikan menjadi khalayak internal perusahaan sehingga diharapkan dapat berkomunikasi secara efektif dengan khalayak ekstenal yang menjadi target pasar.Komunikasi antara Garuda dengan karyawan call center secara formal akan mempengaruhi kepuasan komunikasi yang dirasakan karyawan dalam lingkungan komunikasinya. Bila komunikasi yang dilakukan Garuda dapat memberikan kepuasan komunikasi kepada karyawan call center, maka karyawan tersebut akan bereaksi dengan Cara melakukan komunikasi secara efektif kepada cusromer Garuda yang melakukan kontak telepon dengan call center. Hipotesis yang dikemukakan di sini adalah adanya hubungan positif antara kepuasan komuniksi call center dengan efektifitas komunikasi call center kepada customer Garuda.Dari hasil penelitian dengan melakukan wawancara kepada pejabat Garuda dan pejabat Infomedia, dan pengisian kuesioner oleh 100 orang responden karyawan call center, dilakukan perhitungan regresi terhadap data yang diperoleh dan hasilnya variabel kepuasan komunikasi tidak mempengaruhi variabel efektivitas komunikasi, sehingga hipotesis penelitian ditolak.Selanjutnya dilakukan analisis faktor terhadap kedua variabel, dan variabel kepuasan komunikasi layak dianalisis faktor menjadi 4 faktor, sedangkan variabel efektifitas komunikasi tidak diekstraksi lebih lanjut. Keempat faktor hasil analisis faktor dianalisis regresi terhadap variabel efektifitas komunikasi dan hasilnya menunjukkan keempat variabel yang merupakan pengelompokkan indikator dalam variabel kepuasan komunikasi, tidak mempengaruhi efektifitas komunikasi, bahkan 2 variabel diantaranya menunjukkan kecenderungan menjadi variabel tergantung dan dipengaruhi oleh efektifitas komunikasi. Dengan demikian hipotesis penelitian juga ditolak.Kata kunci : integrasi, kepuasan komunikasi, efektifitas komunikasi

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In a common corporate operational management to reach its goals, organization need to communicate with its environment. Communication aimed to exchange information, services, products and the ultimate objectives is corporate profitability.

Without communicating to the environment, no one will know the company and the impact is the company will never exchange its products to the socety who needed it. Garuda Indonesia as a national flag carrier must communicate with its business environment to introduce and promote its products to its market segments. Communication held through various methods and media. One of the methods is communication through call center.

Garuda call center is not an in-house unit but outsourced to other company that is Infomedia Nusantara. The employees are not employed by Infomedia either, but they employed by other human resources provider company. The call center unit which is not an intemal unit in the Garuda?s organization was integrated into the Garuda organization to be a subsystem in the company system. This extemal unit to be integrated into internal unit to effectively communicate to the target market.

Communication between Garuda with callcenter employee formally will drive employee?s communication satisfaction perceived by employee in its communication environment. When Garuda communicate satisfy call center then call center will respond with communicate effectively to customer. This become the hypothesis of the research that there is a positive relationship between call center?s communication satisfaction with call center communication effectiveness to Garuda customer.

Data from field research that gathered through interview and questionnaire, analyzed by regression analysis to find out a positive relationship between communication satisfaction and communication effectiveness variables. The result of regression analysis is that there is no connection between the two variables, meaning research hypothesis rejected.

To simplify communication satisfaction indicators, scholars conduct a factor analysis and the variable grouped into 4 factors. Those 4 factors treated as four new variables and analyzed for regression with effectiveness variable. The result is that 4 variables do not correlate communication effectiveness, and 2 variables show a trend to be a dependent variables and depends to communication effectiveness. With the result of partial t-test that is not significant, research hypothesis is rejected.

Keywords : integrated, communication satisfaction, communication effectiveness."

"Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioural psychology, any service rep or team can dramatically improve service quality. "Great Customer Connections" presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each customer interaction becomes a peak experience."

"Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company?s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed."

"Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. This book addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail."

"First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use the phone during emergencies * improve their voice effectiveness With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service."

"Call center perbankan merupakan salah satu bagian dari organisasi dalam perbankan yang memberikan pelayanan virtual kepada nasabah melalui media akses telepon.Call center memiliki peranan yang jauh lebih penting dari yang dibayangkan oleh sebagian besar orang di perusahaan. Divisi inilah yang menjadi representatif perusahaan yang bersentuhan langsung dengan pelanggan. Sehingga dapat dikatakan sebagai pusatnya data-data penting para nasabah dan reputasi perusahaan sangat dipengaruhi oleh call center.Berada di level 10 besar perusahaan perbankan di indonesia, menjadikan PT.XYZ meninjau ulang manajemen di lingkungan internalnya. Terfokus pada divisi call center, PT.XYZ menginginkan untuk membuat suatu kebijakan baru terkait dengan manajemen risiko keamanan informasi. Karena keamanan informasi sangat diperlukan untuk menjaga agar data-data nasabah tidak bocor ke pesaing bisnisnya. Selain itu juga untuk meningkatkan tingkat kepercayaan nasabah terhadap PT.XYZ. Penelitian ini dilakukan untuk melakukan evaluasi terhadap tingkat keamanan risiko sekaligus membuat suatu kebijakan baru terkait dengan manajemen risiko keamanan informasi di divisi call center yang mengacu kepada ISO 27001:2013, sehingga segala kegiatan yang berkaitan dengan call center dapat lebih terkontrol dan meminimalisir kemungkinan risiko yang dapat merugikan PT.XYZ baik secara finansial maupun fungsional.

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Call center PT.XYZ is a part of the bank organization that provides virtual services to customersby phone call. Call center has much more important functions than imagined by the mostly people.This division became direct representative of the company that contact with customers, so it can be said as the center of important data from the customers and the companys reputation is strongly influenced by the call center.PT.XYZ is one of the top 10 largest banking companies in Indonesia, making PT.XYZ reviewing its internal environmental management.Focused on call center division, PT.XYZ wants to create a new policy related to information security risk management.Because information security is highly important to keep the customers data not leaked to a competitor business. In addition, to increase the level of customer trust and confidence of the PT.XYZ.This study was conducted to evaluate the safety level of risk at the same time create a new policy related to information security risk management in the division call center which refers to the ISO 27001: 2013,so that all activities related to call center can be better controlled and minimize the possible risks that can harm PT.XYZ both financially and functionally."