Filter
Top Products
Issue 4 September 1995 J-1
J
Setting Up a Call Center
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?)