CSR Facility List

Call center is an area of contact with the customer. It is developed using the aid of a telephone instrument. However, the most important element which generates the right connection is a “Mindset”.

Mindset depends on an environment it’s been exposed to & behaves as follows:
It favors cut to chase in information delivery.
It functions on healthy conversation.
It reacts with demand and supply.
It prefers disconnecting on argument.
It fades away when the objective is lost.
It’s all which is required to work passionately.

Facility list for a Tele-caller:

Headset:
Binaural (two side earphones) headsets are essential for conducting the work.
The connectors between the two-ear phones need to be flexible and adjustable to balance tension.
The earpiece is covered with a cushion pad, which helps in providing comfort to the ears. The cushion has to be washed with mild soap frequently as it accumulates dirt and sweat which would lead to skin rash if kept unhygienic.
Mouthpiece or microphone is available which has to be positioned at a distance of two fingers below the lower lips for better output to the listener. Mouthpiece has a cushion cover, which requires cleaning on a regular basis as it collects saliva due to continuous talking.
Headset BAG:
Headset has to be kept in a clean transparent bag for storage when not in use to avoid dirt accumulating over it.

Note: Avoid interchanging or sharing headset as it can transfer rashes or any other chronic ailments to another user.

Chord:
The spiral chord connects the two earphones and ends into a socket, which is connected to another chord which runs into a dial pad. (In some instances it is connected to CPU or Dial Pad)
The spiral chord is provided with a clip which is to be attached to any part of the clothes in the upper body. This avoids building of pressure to the ears during a pull caused due to a change in position.

Chair:
A standard chair should have a hand rest, cushioned seat and backrest, should swivel, castor legs and height adjustment lever. The backrest should support the lower back and help in maintaining an upright posture. It is advised to stand up for 5 minutes every hour to support blood circulation.

Workstation:
Workstation is made of a desk with partition on 3 sides for enclosure in order to assist focus on the call. Other accessories like a foot rest, drawer, locker, computer CPU stand, Keypad & mouse tray, hose on the desk for computer & telephone wires and electrical sockets (Raw and UPS). The layout may change based on architectural requirement, affordability of innovative technology & process specific.

Pinup Board:
A pinup board or a corkboard is available on any one side of the partition for pinning up important updates, placards or relevant pictures.

Dial PAD:
Dial pad acts as an adapter, which consist of numeric key pads, operational assistance buttons (hold, mute, transfer, dial tone, supervisor login) and acts as a connector for the headset with a telephone line. There is a provision of volume control for headphones. Dial pad consists of two sockets, which are data port and voice port. The specifications may change due to upgrade versions available in technology.

Computer:
A typical computer setup is available which has a LCD or TFT monitor, CPU, keypad and mouse. CRM software will be available for transactions.

Note: Always do adjustment to the Monitor for brightness, color and contrast which best suit your eyes.

Water:
High capacity UV water filters are installed across the facility. The water is tested & certification is opted from a leading lab for safe drinking water.

Cafeteria:
A large cafeteria facility is available with food counter open for the entire day. The food is prepared & served in hygienic environment. The price for the food is maintained reasonably low as compared to the market.

Illumination & AC:
A proper illumination arrangement from the ceiling is arranged with a pleasant air cooling system, which maintains required temperature.

Biometric Attendance:
Biometric machines are placed at strategic areas for ease of employees to mark their attendance for the day.

Identity Card:
Employee is given an identity card for access into the premise.

Salary Bank Account:
Employee gets to open an account in the relevant bank tied up with the company. The account is zero balance maintenance till the employee is employed with the company. Salary gets credited to the account on monthly basis. Employee can withdraw from their account through a debit card provided by the bank.

Training Facility:
There are several training rooms created to facilitate employees to attend respective training programs. The training facility is equipped with projector, wide white board, Computer & Speakers to create the experience for the participants.