Setting up a call center

Last Updated : Nov 03, 2016 |

Determine the goals of your organization before you set up Call Vectoring and Expert Agent Selection (EAS). Once you set the goals, you can create measurable objectives to meet the goals. You can include parameters such as call abandon rate, Automatic Call Distribution (ACD) calls per agent, or Average Speed of Answer (ASA). Measure the objectives to assess the deviation from the goal and to take corrective actions. Use the reporting adjuncts for real-time and historical reports on the ACD activities.

The following list identifies and defines some parameters that most call center managers consider when measuring ACD performance:

Volume

Number of ACD calls. (How many calls did split 1 answer?)

Productivity

Call volume per unit of time. (How many calls did split 1 answer between 8 a.m. and 9 a.m.?)

Utilization

Overall use of the phone center. (What was the agent occupancy?)

Accessibility

Availability of lines and agents when a customer calls. (Were all lines busy when customers called or did customers have to wait too long?)

Service Quality

Accuracy of information, a pleasant manner, responsiveness to caller concerns, successful completion of business, and efficient time utilization. (Was the caller given good service?)

Send Feedback

AVAYA DOCUMENTATION CENTER

No results found