Business Advocate solution examples
Increasing revenue
Many contact centers are responsible for a significant amount of their company’s revenue, and most are seeking ways to increase that revenue. The following
This solution includes:
●Predicted Wait Time (PWT)
●Service Level Supervisor
●Service Objective
●Greatest Need as the call selection method
●Universal Call
●Background information on page 60
●Agent assignment on page 61
●Agent selection on page 62
●Call selection on page 62
●Automated agent staffing on page 62
●Overload thresholds and service objectives on page 62
●Where administered? on page 63
●Results on page 64
●Measuring results on page 65
Background information
A catalog company that sells home furnishings and accessories is looking for ways to increase sales by taking full advantage of every selling opportunity and making the best use of their agent resources. The top agents are at a significantly higher pay rate than the new hires, so it is important to make sure that the most experienced agents help those customers who spend a lot and expect excellent service. The least experienced agents, on the other hand, take clearance orders from customers who typically spend the least. As a result of their sales data and past experience with customers, the company has identified most of their customers as one of four types. Platinum customers spend the most and are most likely to purchase
60 Avaya Business Advocate User Guide | February 2006 |
