|
|
|
Call
center design and implementation Call
center auditing Call
center management Training
of call center managersCALL CENTER ADMINISTRATION The planning process is vital for running your call center professionally and attaining your objectives. One of our services includes coaching your call center manager so that he/she will have a deep understanding of the aspects relating to call center management, among others: - Identifying the current Service Level or response time - Identifying call volume - Calculation of the number of agents necessary to reach Service Level utilizing Erlang C or simulation - Calculation of the appropriate number of telephone lines. Adequate planning of how your call center will be organized is important so that future quality problems can be avoided. But even in spite of adequate planning, unforeseen circumstances will always arise, and therefore a distinct type of management should be implemented: Administration in Real Time. Some of the tools of Real Time Administration are: - Agent status - Calls in queue - Longest delay (Oldest call) - Service level |
