What is a call center?
Call center full use of modern communication and computer technologies, such as IVR (Interactive Voice response system 800 processes the call center), the ACD (automatic call distribution system), etc., can be automatically flexibly handle a large variety of inbound and outbound telephone business operators operating sites and services. Call centers have been gradually integrated call center telemarketing shift from the center toward the CTI (computer integrated communications) in enterprise applications, we have phones, computers, the Internet and other media used in integrated marketing, services and so many of them work.
Call Center Manager of the daily
For any call center managers, they focus on call center staff then focused on how to arrange the appropriate number of answer or handle the anticipated. To effectively do this, call center managers must accurately predict the number of an incoming call, and the estimated average call duration, and estimates based on the above data to predict the required number of service personnel to efficiently handle incoming calls.
In each period of the call center, to properly arrange the number of personnel to cope with the predicted traffic is the key call center operational performance. In the traffic peak periods, often require incoming call line at the call center, to maintain a delicate balance between IVR ports, inside, agents and customer service representatives available. This balance will ensure that all service personnel can answer incoming calls promptly and effectively respond to traffic this period. For more than lack of call center operations management considerations will have an adverse impact on its operational performance. Thus, for every call center manager, the biggest challenge they face is how to implement the management of the call center staff effectively.
Crucial is between the number of personnel and amount of incoming and always maintain a balance, statistics and prediction intervals on a weekly, daily, hourly basis, even a narrow interval to 15 minutes, the only way to ensure the coordination of call center operations and smooth. If too few staff available, busy tone rate will rise; if too many staff are available causing a lot of idle, unused unless these people are effectively utilized, such as training, regular or outbound call tracking return visit and work. Therefore, call center managers must be able to continue to maintain appropriate arrangements for the number of staff to cope with the expected incoming amount.
In the call center operations during a correct understanding and analysis on incoming and techniques used are very important. A pass by a number of incoming fragments, these fragments together to constitute a long phone call. Since the switch is long from the time the call is an incoming call, to the end of the call hangs up. The total time which also includes post-processing finishing time of induction and customer service representatives. Among the total talk time, customer service representatives will not answer the next incoming call. Therefore, the caller will be queued to wait until a customer service representative to complete the post-processing on a phone call, in order to prepare to answer the second incoming call.