Call Center Solution: Better Serve Selected Callers
CentreVu® Advocate Release 8 User Guide
Things to Note
8-15
Things to Note
8
The following list includes some things to be aware of when implementing
the call center solution in this chapter:
●
If the speed of answer for the Exclusive skill is too high, additional
agents should be trained for this specialty catalog.
●
The configuration described in this section will quickly give the most
calls to agents who have the highest revenue-generating potential,
which could lead to agent burnout. To avoid this, consider giving
more breaks to these agents.
●
By implementing Predicted Wait Time, callers in the larger Orders
skill may experience longer wait times than callers in the smaller,
more important Exclusive and Top Ten skills. The benefits of giving
better service to smaller, higher-revenue callers must be weighed
against making other callers wait longer in queue. One particular
point to determine is the waiting tolerance of customers for the
Orders skill.
●
If the number of agents in a skill is small, a large number of skill
levels will tend to emulate hot-seat distribution. For example, if one
agent is assigned to each skill level, the call distribution will be “hot-
seat” (always looks first to the level 1 agent, then the level 2 agent,
and so on). To avoid hot-seat call distribution, define fewer levels of
expertise (perhaps three levels).
●
Acceptable Service Level should be the same value as is
administered in CMS and on the switch.
