Call Center Solution: Better Serve Selected Callers
CentreVu® Advocate Release 8 User Guide
Overview
8-1
8 Call Center Solution: Better Serve Selected
Callers
Overview
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In addition to maximizing revenues and automatically reassigning agents to
certain skills during peak call periods, a call center may also want certain
callers to experience better service. One way to address this need is to
reduce the acceptable service level for that skill, which can lower the
predicted wait time for preferred call types.
CentreVu
®
Advocate
Features
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This chapter discusses the following
CentreVu Advocate features:
●
Skill Level call handling preference with Service Objective
●
Expert Agent Distribution-Least Occupied Agent (EAD-LOA).
Use the
CentreVu Supervisor reports presented in this chapter to verify that
CentreVu Advocate is working.
Customer
Example
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The same company that handles orders for many catalogs (Chapter 3, “Call
Center Solution: Maximize Revenues”) wants to give better service to the
callers from the exclusive catalog and also to the 10 percent of their overall
catalog customers who spend the most money per order, relative to callers
from other skills and those who spend less money overall. This goal will be
accomplished by giving better service to those potential high revenue calls
by shortening the wait time in queue. Specifically, the acceptable service
level for those skills and the wait time in queue should be dramatically
shorter than for ordinary calls.
