Overview - Nortel Express User Manual

Getting started

Overview

What is a call center?
A call center is an environment designed to process telephone calls efficiently
while maximizing customer satisfaction. A call center can be as small as two
people who are frequently on the phone, or it can employ hundreds of people
who respond to a variety of customer inquiries.
Call center components
Call center components include
the representatives who answer the calls (also called agents)
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management personnel
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technology that distributes calls to the appropriate representatives
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an online computer system to record caller requests and inquiries, and to
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look up information
Role of the call center manager
A call center can be found within a department, or it can be the single business
unit that comprises a company. Regardless of the size of the call center, the
requirements of successful call center management are the same:
to deliver caller satisfaction through prompt, professional call handling
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to control costs by using facilities efficiently
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to help staff work productively
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to increase profitability
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Whether callers are purchasing products, requesting service, or seeking
information, the call center must have technology that delivers the timely service
they expect.
16
Standard 2.0
Symposium Express Call Center