AT&T 555-230-520 manual Call Vectoring/Non-EAS Option

Setting Up a Call Center

This chapter explains how to set up a call center for customers with Call Vectoring and/or Expert Agent Selection (EAS).

Call Vectoring/Non-EAS Option

To set up a call center that has Call Vectoring but not EAS, do the following:

1.Determine your call center’s objectives. Think about how you want your call center to handle calls and also about what you want your call center to achieve. See "Non-EAS Worksheet #1: Call Center Objectives Worksheet".

A company’s basic goals are to increase profits and market share and to decrease costs. The purpose of setting up a call center is to monitor these goals using CMS reports. It is best to have more than one objective. (Some customers set and then live by only one objective.) Call center objectives must then be created to meet the goals. These objectives must be communicated to the Split Supervisor or to the Administrator managing the call center.

The following list provides an example set of call center objectives:

■Establish the following measured entities:

—Average Speed of A nswer = 15 seconds

—Abandon Rate < = 3%

—Average Talk Time = 2 1/2 minutes

—ACD calls per agent = 80 to 90 per day

—Number of calls in q ueue = 6

—Perce ntage of calls answered within the service level = 95%

—Agent o ccupancy > 90%

—Perce ntage of trunks busy < 3%

■Generate revenue through the call center.

■Train agents to back up each other.

■Adequately train agents to provide service that meets customer expectations.

2.Review your existing operation and determine your customer/call center needs (see "Non-EAS Worksheet #2: Current Split Operation Worksheet" and the following table).

3.On the switch, assign a unique Hunt Group number and Call Distribution method to each caller need. This number will be your split number (see "Non-EAS Worksheet #3: Customer Needs Worksheet" and the following table).

4.Assign DNIS (Dialed Number Identification Service) (that is, the number dialed) as a Vector Directory Number (VDN) (see the following table).

J-2Issue 4 September 1995