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Insurance Agency/Service Agency
Issue 4 September 1995
11-11
In Step 1 of this vector, the caller is instructed to enter
1, 2,
or
3
, depending upon
the service (hardware, software, general) he or she desires. Thereafter, the
adjunct routing
command in Step 2 instructs the switch to send a Route request
to the adjunct processor, which is connected to extension 2400. The Route
request contains the called party number, the calling party number, and the digit
collected in Step 1, along with the other pertinent information for adjunct routing
(see Chapter 9). If one of these digits is not entered, and if the adjunct does not
return a route, the call is eventually routed to the attendant (Step 7).
If the
adjunct routing
command in Step 2 succeeds, the adjunct uses the
information included in the Route request to select the appropriate route for the
call. Let’s assume the caller enters
1
and the
adjunct routing
command
succeeds
. In such a case, if the caller is judged to be a ‘‘prime’’ hardware
customer, the call might be routed to one of a handful of specific agents who are
assigned to handle such customers. On the other hand, if the caller is judged to
be a ‘‘casual’’ hardware customer, the call might be routed to a larger group of
ACD agents before being queued, or to an appropriate announcement.
Finally, let’s assume that the caller enters
1
and that the
adjunct routing
command fails. In such a case, the call is routed by the
route-to number
command in Step 4, probably to a vector that queues the call or provides an
appropriate announcement.
Insurance Agency/Service Agency
Example 6 is an insurance company Call Center. It handles calls from:
independent field agents; policy holders with claims; policy holders needing
customer service; and several general service agency type 800 number client
accounts. Each of the different types of calls has its own 800 number that routes
the calls to associated VDNs. The following list describes the Call Center
requirements.
■ The independent field agents require fast service. They call the company
to find out the latest rates for specific clients, to setup policies, to make
adjustments, and so on. Often their clients are waiting as they call.
Therefore the insurance company wants to maintain an Average Speed of
Answer (rolling-ASA) of 30 seconds or less for field agent calls. These are
the most important calls and are given high priority in queues.
■ The calls to claims must be separated by area code. The claims agents
receive different training based on the area of the country for the claim. A
particular group of agents can be given training for more than one area
code. Therefore, area codes do not need to be tested individually and can
be grouped in Vector Routing Tables.
■ The insurance company wants to give customer service callers an
announcement indicating how long they can expect to wait for service.