Tips To Improve The Efficiency Of Call Center - Nortel Call Center Telephone Administration Manual
Nortel networks call center telephone administration guide
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Also See for Call Center Telephone:
- Installation and maintenance manual (1358 pages) ,
- Set up and operation manual (289 pages) ,
- Supplementary manual (39 pages)
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Chapter 12 Tips for operating Call Center
Tips to improve the efficiency of Call Center
Plan for busy times:
•
when you assign agents to the skillsets, assign as many qualified agents as possible to answer
calls for the skillsets
•
have more agents log on to a skillset when it gets busy
Plan for slow times:
•
for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2
overflow to skillset 1. When you set up skillset parameters for skillset 2, assign a time to the
Overflow parameter. Then callers can still speak to an agent.
•
When no agents are logged on to any skillset, ensure that the Call Center greetings you use for
the Routing Table have Transfers set up. If a Call Center greeting transfers to a skillset
mailbox, callers can press · to leave a message in the skillset mailbox. Ensure that the
greeting includes that callers can press · to leave a message in a mailbox. · is the default
keypad button callers can press to transfer to the skillset mailbox. You can select a different
number.
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