Statements (55)
| Predicate | Object |
|---|---|
| gptkbp:instanceOf |
gptkb:business_process_outsourcing
Customer Service Operation |
| gptkbp:function |
Conduct surveys
Conduct telemarketing Handle inbound calls Handle outbound calls Process orders Provide information Provide technical support |
| gptkbp:goal |
Increase sales
Improve customer satisfaction Reduce operational costs Resolve customer issues |
| gptkbp:historicalPeriod |
Originated in the 1960s
|
| https://www.w3.org/2000/01/rdf-schema#label |
Call Centers
|
| gptkbp:industry |
gptkb:insurance
Retail Telecommunications Banking Travel Utilities |
| gptkbp:location |
Offshore
Onshore Nearshore |
| gptkbp:measures |
First call resolution
Abandonment rate Average handle time Customer satisfaction score Service level |
| gptkbp:regulates |
gptkb:Payment_Card_Industry_Data_Security_Standard
gptkb:Health_Insurance_Portability_and_Accountability_Act gptkb:General_Data_Protection_Regulation |
| gptkbp:staffedBy |
gptkb:Trainer
Team leader Call center agent Operations manager Quality analyst |
| gptkbp:supportsProtocol |
gptkb:Chat
Social media Phone |
| gptkbp:technology |
gptkb:Interactive_Voice_Response
Customer Relationship Management software Call recording Automatic Call Distributor Predictive dialer |
| gptkbp:trend |
Increasing automation
Remote work adoption Use of artificial intelligence |
| gptkbp:type |
Blended call center
Inbound call center Outbound call center Virtual call center |
| gptkbp:bfsParent |
gptkb:Automated_Customer_Service
|
| gptkbp:bfsLayer |
6
|