AT&T 555-230-520 manual Setting Up a Call Center

Setting Up a Call Center J

Introduction

Call center managers need some key indicators to measure ACD performance at their site. Usually, in setting up a call center, several factors involving call management are considered. The following list identifies and defines the most common of these factors, and it provides a typical question that might be asked. In addition, an insurance company example will be used to discuss the different options in this chapter.

■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 did Split 1 answer between 8 a.m. and 9 a.m.?)

■Utilization

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

■Accessibility:

Availability of lines and agents when customers call the ACD (this is an area that CMS can probably most clearly define and 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?)

Issue 4 September 1995 J-1