Nortel Express User Manual page 20

Getting started
Maximize caller satisfaction
Callers should speak to a qualified agent immediately. However, due to large
call volumes and a limited number of agents, this does not always happen. You
can, however, try to reduce the amount of time each caller waits in queue.
Caller satisfaction is extremely important. Callers waiting in queue do not want
to hear silence until their call is answered. They want to know what is happening
to their call. If callers begin to doubt that their call is being handled properly,
they may hang up.
There are several ways to ensure maximum caller satisfaction. You can
prioritize calls based on your most important callers
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give callers options while waiting in queue
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play appropriate messages based on their expected wait time or their
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position in queue
This functionality is provided by the Expected Wait Time feature, which is
a keycoded option. It is available only if you purchase the option.
let callers speak with an agent of their choice
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let callers speak with an agent in the language of their choice
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Track and report on call information
When configuring call routing, consider that you can track call-related
information and store it in a database for later analysis. Take time to plan call
routing to track the information you need. You can use this information later in
reports that enable you to analyze how your call center is functioning, and make
decisions on how best to improve service. For example, you may want to know
the average amount of time agents spend answering calls, or the number of
abandoned calls.
20
Standard 2.0
Symposium Express Call Center