Call Center Solution: Maximize Revenues
CentreVu® Advocate Release 8 User Guide
Overview
3-1
3 Call Center Solution: Maximize Revenues
Overview
3
Maximizing revenue through efficient use of the call center is an important
component of overall business strategy. One way to address this need is to
reduce the average speed of answer and abandon rate for preferred call
types by improving the service level for certain, high-revenue generating
skills and by assigning agents to specific skills based on their ability to
generate revenue.
CentreVu
®
Advocate
Features
3
This chapter discusses the following
CentreVu Advocate features:
●
Greatest Need 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
3
A company that handles orders for many catalogs wants to give better
service to an exclusive catalog and also to the 10 percent of their overall
catalog customers who spend the most money per order. This goal will be
accomplished by giving better service to those potential high revenue calls
by improving the service level for those skills and by selecting agents who
are best at generating revenue for a certain call type.
