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Setting Up a Call Center
J-10 Issue 4 September 1995
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 Answer = 15 seconds
— Abandon Rate <= 3%
— Average Talk Time = 2 1/2 minutes
— Expected Wait Time < 30 seconds
— ACD calls per agent = 80 to 90 per day
— Number of calls in queue = 6
— Percentage of calls answered within the service level = 95%
— Agent occupancy > 90%
— Percentage 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".