Call Center Objectives - Nortel Express User Manual

March 2005

Call center objectives

Introduction
To process calls efficiently, you must fully understand the objectives of the call
center. Generally, a call center has three major objectives:
Maximize call center efficiency.
!
Maximize caller satisfaction.
!
Analyze how your call center is functioning, and make decisions on how
!
best to improve service.
Maximize call center efficiency
To maximize the efficiency of your call center, you must accomplish the
following goals:
Increase productivity.
!
Improve service.
!
Decrease costs.
!
Handle unusual situations.
!
In an efficient call center, agents process calls that they are qualified to handle.
You must ensure incoming calls are presented to the agents best prepared to deal
with the requirements of the call. This is the basis for skill-based routing:
determine a caller's requirements and route the call to an agent who has the
knowledge to deal with it effectively.
Callers should wait for as short a time as possible before speaking with an agent.
This accomplishes two things: the caller is less likely to hang up while waiting
in queue, and agents spend as little time as possible waiting to answer calls.
When both of these conditions are met, costs decrease and profits increase.
Occasionally, an incoming call is not presented to the intended agent. For
example, the call is returned to the queue or is disconnected. Configure routing
to prevent such situations or to deal with them in the event they do occur. You
must consider unexpected conditions and determine methods to resolve them.
Call Center Management Guide
Getting started
19