AT&T 555-230-520 manual Call Vectoring/G3 EAS Option

Setting Up a Call Center

Call Vectoring/G3 EAS Option

To set up a call center that has both Call Vectoring and G3V2 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 "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

—Expe cted Wait Time < 30 seconds

—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 and your business needs. Also, determine if all of these needs require skills. See "EAS Worksheet #2: Current Split Operation Worksheet".

The call center could have many more skills than those indicated in the following table. However, we’ll assume that the insurance company represented in the table services only certain states on the West Coast. The point is that EAS allows you to expand on your customer/call center needs. An example of a business need is a temporary promotion.

3.Assign a skill hunt group and call distribution method to each set of needs. See "EAS Worksheet #3: Customer needs Worksheet".

J-10Issue 4 September 1995