Call Center Solution: Make Average Speed of Answer More Uniform
CentreVu® Advocate Release 8 User Guide
Overview
7-1
7 Call Center Solution: Make Average Speed of
Answer More Uniform
Overview
7
One of the most common call center needs is making the average speed of
answer (ASA) more uniform for all calls, or across all splits/skills.
CentreVu
®
Advocate offers many options to achieve these call center goals, through
both agent and call selection methods.
CentreVu
Advocate
Features
7
This chapter discusses the following
CentreVu Advocate features:
●
Predicted Wait Time
●
Least Occupied Agent (LOA).
Use the
CentreVu Supervisor reports presented in this chapter to verify that
CentreVu Advocate is working.
Customer
Example
7
A nurse inquiry call center is offered as a public service and is run as a cost
center. Although the types of inquiries and specialty training of the nurses
vary, the end goal is to give equal and good service to all callers. The solution
is to give all the multi-skilled nurses an equal occupancy, which will ultimately
result in improved ASA. Giving single-skilled nurses the highest occupancy
will give the lowest ASA.
