Prepared by: Robert Drover

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Welcome to StarTek
Call Centre - 101

• Prepared by Robert Drover
• StarTek Regina, Call Center Director

w w w . S t a r Te k . c o m
Created Jan 07
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Call Center - 101

The Right Number People, at the Right Time of Day
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Facts about StarTek

• Founded in 1987 as StarPak Small product
  packaging and fulfillment company

• Incorporated on December 30, 1996

• 7 Sites in Canada Regina, Cornwall, Kingston 1
  and 2, Sarnia, Hawkesbury, Thunder Bay

• Additional 12 sites in United States

• Corporate Headquarters - Denver, Colorado

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What do we do?
StarTek helps companies care for their customers
better, and keep them longer.
StarTek Core Competencies

• Large Scale Project Implementation

• Distributed Resource Planning

• Extended Training and Quality Assurance

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StarTek Mission
to provide our clients and their customers with
the highest level of professionalism and service
as we continue to find innovative ways to grow
and improve profitability and shareholder value
in a dynamic and fun environment.
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StarTek Principles

• Listen before dispensing wisdom.

• Demand and maintain integrity.

• Stay optimistic.

• Be objective and seek fact based information
  before making decisions.

• Insist on accountability from yourself and others
  for responsibilities and commitments.

• Achieve success through teamwork.

• Earn respect and be respectful of others.

• Practice the principles.

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StarTek, Regina

• Seating capacity - 580

• Currently employing approximately 500 people
• Provides outstanding customer service to leading
  wireless service provider

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What is a Call Centre?

• A centre equipped with agents to handle a
  large volume of incoming or making outgoing
  telephone calls for various companies or
  organizations.

Can also be known as
Contact Centre
Outsource Centre
Customer Interaction Centre
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Why outsource?
Specialized skills or technology
Reduce costs
Increased hours of operation
Improved efficiency with greater flexibility
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Types of Call Centers
Outsourcer Internal Department Inbound Outbound
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Support Mediums
Voice support
Chat support
Email support
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How we take calls
Telco Cingular Customers
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Common Terms
Automatic Call Distributor - The phone switch
that routes calls from customers to support
agents.
Average Talk Time - The average length of time a
customer is speaking with a representative,
including Hold time.
Average Handle Time - the amount of time an agent
spends on a call, including time spent talking,
time the customer is on hold, and time taken at
the end of the call to finish logging the call.
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Common Terms
Average Speed to Answer - The average time
customers spend waiting for support agents to
answer their calls.
Abandons - When callers hang up while waiting for
their calls to be answered.
Available - The state in which an agent is signed
on and can receive a call.
Calls Offered - The number of calls presented to
the ACD.
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Common Terms
Forecasting - Taking historical data (what
happened in the past) from the ACD and using that
information to predict what might happen in the
future.
Call Priority - The value assigned to an incoming
call, from the highest priority to lowest.
Automated Voice Response System - A device that
automatically answers calls. It may simply play
a message that says the call is in queue and will
be answered soon, or it may give the caller
further choices through touch-tones or even voice
commands.
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Common Terms
Idle - The state in which an agent is signed on
but cannot receive a call.
Queue - A group of calls that can be handled by a
particular group of agents OR the amount of time
a customer is waiting to speak with a
representative.
Service Level - The percentage of calls answered
within a specified time.
After Call Work - Time spent entering call
tracking data after an agent disconnects from a
customer call.
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Types of Seating Plans
Permanent Agent is assigned their own work
station
Hoteling Two agents share the same work station
at different times of the day.
Slip Seating Agent sits at an available work
station for the day. Permanent agent may be on
days off.
Hot Seating Agent sits in any available seat at
any time. No Agent is assigned a work station
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For More Info on StarTek
Visit our Website at
www.startek.com