Real Performance for Call Center's with a SpitFire® Predictive or Auto Dialer.
Products used to manage in a Call Center Environment.
Call Centres Refinement
There are many refinements to the generic call centre model. Each refinement helps increase the efficiency of the call centre thereby allowing management to make better decisions involving economy and service.
The following list contains some examples of call centre refinements:
- Predictive Dialling – Computer software attempts to predict the time taken for an agent to help a caller. The software begins dialling another caller before the agent has finished the previous call. This, because not every call will be connected (think of busy or not answered calls) and also because of the time it takes to set up the call (usually around 20 seconds before someone answers). Frequently, predictive dialers will dial more callers than there are agents, counting on the fact that not every line will be answered. When the line is answered and no agent is available, it is held in a retention queue for a short while. When still no agent has become available, the call is sent to a pre-recorded message inviting the live person to leave a message for a "call Back" or hung up and classified as a nuisance call. The next time the client is called an agent will be reserved for the caller. [See SpitFire® Predictive for more Information].
- Multi-Skilled Staff – In any call centre, there will be members of staff that will be more skilled in areas than others. An 'Interactive Voice Response' (IVR) Unit can be used to allow the inbound caller to select the reason for his call. Call Management software, called an Automatic Call Distributor, must then be used to route calls to the appropriate agent. Alternatively, it has been found that a mix of general and specialist agent creates a good balance.
- Queuing Systems – The selection of a queuing system type is a very important decision in a call centre as it determines the level of quality of service. Queueing systems in call centers are usually described as M/M/N type queues where N is the number of agents. The preferred method of queuing is a FIFO (First In First Out) model, as it causes minimum delay to callers.
- Prioritisation of Callers – Classification of callers according to priority is a very important refinement. Emergency calls or callers that are reattempting to contact a call centre are examples of callers that could be given a higher priority.
- Automatic Number Identification – This allows agents to determine who is calling before they answer the call. Greeting a caller by name and obtaining his/her information in advance adds to the quality of service and helps decrease the conversation time. SpitFire® identifys numbers called from it's database then populates the screen with data drawn from it's database either MS Access or MySQL for our PRO versions, depending on your configuration.
Additional issues in call centers
There are many other issues that have to be planned for when managing a call centre. A few of these issues are listed below:
- Planning for failure of equipment
- Need for flexibility in meal-times
- Need for job variety and training
- Job exhaustion and stress
- Staff turnover
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To help you plan your Call Center and Manage it properly we have designed a "Call Tracking Sheet" available for you to use. Simply download it, unzip it with WinZip, open it with the Acrobat reader and print it to any company printer. You can fill out the information manually.
Sample Tracking Sheet:
Around the world, there are a number of professional organizations forming to develop and promote call center best practice management and operation, to overcome the negative aspects of a call center. To setup your call center from 1 to over 10,00 seats get a SpitFire® installed today. Talk live via our text chat popup window right now.
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