Issue 4 September 1995 J-1
J

Setting Up a Call Center

Introduction
Call center managers need some key indicators to measure ACD perf ormance at
their site. Usually, in setting up a c all center, several fa ctors involving call
management are considered. The following list identifies and defines the mo st
common of these factors, and it provides a typical question t hat might b e asked.
In addition, an insurance c o mp any example will be used to discuss the different
options in this chapt er.
■Volume
Number of calls going in or out of the ACD. (How many calls did Split 1
answer?)
■Productivity
Call volume per unit of time. (How many calls d id Split 1 answer betwe en 8
a.m. and 9 a.m.?)
■Utilization
Overall use of the phone center. (What was my agent occupancy?)
■Accessibility:
Availability of lines and ag ents when customers call the ACD (this is an
area that CMS can probably most clearly define a nd help improve). (Were
lines busy when customers called or did they have to wait too long?)
■Quality of Service:
Accuracy of information, a pleasant manner, responsiveness to caller
concerns, successful completion of business, and efficient time utilization
(not all measured directly by CMS). (Was the caller given good service?)