Complaints Of Busy Signals - Toshiba Strata CTX Insight CTX Supervizor's Manual

Reports
Using MIS Reports to Improve Performance
Solution E
Use Profile Reports to identify peaks and valleys in terms of activity. Rarely will the
level of traffic be constant. Having identified the peak hours consider changing the
working hours of staff and maybe consider part time employees.

Complaints of Busy Signals

Use the Contention or Contention Profile Report to identify the size and timing of the
problem. Caution should be used before rushing out and adding more lines, even
though they may be relatively inexpensive. The additional lines could result in periods
where callers go unanswered if the staff available is not adjusted to take more calls.
Solution A – Add More Lines
Assuming you have staff available to answer the extra volume, add more lines to your
system.
Solution B – Restrict Outbound Activity
If your staff make outgoing calls at the same time as they receive inbound calls
consider restricting the outbound activity to a less busy time of day. Use Profile
Reports to identify the peak times and the quietest times.
Solution C – Reduce Call Duration
Find out if it is possible to reduce the duration of calls. If you can achieve this without
reducing the quality of service then this will enable you to answer more calls with the
same number of lines and people. Call duration is the time spent on the call plus the
wrap-up time allocated for the end of the call. Before embarking on a call time
reduction campaign consider the profile of the best agent. You might want to consider
training your staff to the performance level of this agent.
Solution D – Check Out Wrap-up Time
Check out the wrap-up time associated with telephone calls. If the time is excessive,
find out why. It could be, for example, that quotations have to be sent out. Perhaps
faxing from the PC could speed up the process thereby increasing the volume of calls
that can be handled.
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Insight CTX Supervisor Guide 04/03