Call Center

Based on the foregoing, the main purpose of this article is an attempt to provide an opportunity to address a potential customer how to construct a call center and whether it needs it in principle. The History of the call centers consider the scheme of the call center. The ancestor of the center, of course, is a single phone and sitting near a young lady, constantly responding to these challenges. These ‘Call Center’, each of us could watch many times. The effectiveness of the call center is high only with average load on the line less than 0.5 Erlang, which means no more than 30 minutes, the operator of employment within the hour. In the call center efficiency also takes into account the potential number of lost calls, ie calls are not ended by or any other answer. When the number of incoming calls to the effectiveness of the call center, naturally, falls, and its increasing need to increase the number of lines and, correspondingly, the number of operators.

At a certain stage it is clear that increasing the number of operators as the number of calls can not go on. There is an urgent need to handle the largest number of calls to the lowest of human resources. Call centers can be implemented even in the ASCT, but schemes that allow to apply the latest methods of call distribution necessarily require the use of digital telephone exchanges. Increasing the number of calls handled Consider methods to handle the largest number of calls to the smallest number of operators.

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