Call Center Management Guide 19March 2005 Getting startedCall center objectivesIntroductionTo process calls efficiently, you must fully understand the objectives of the callcenter. Generally, a call center has three major objectives:! Maximize call center efficiency.! Maximize caller satisfaction.! Analyze how your call center is functioning, and make decisions on howbest to improve service.Maximize call center efficiencyTo maximize the efficiency of your call center, you must accomplish thefollowing goals:! Increase productivity.! Improve service.! Decrease costs.! Handle unusual situations.In an efficient call center, agents process calls that they are qualified to handle.You must ensure incoming calls are presented to the agents best prepared to dealwith the requirements of the call. This is the basis for skill-based routing:determine a callerís requirements and route the call to an agent who has theknowledge to deal with it effectively.Callers should wait for as short a time as possible before speaking with an agent.This accomplishes two things: the caller is less likely to hang up while waitingin queue, and agents spend as little time as possible waiting to answer calls.When both of these conditions are met, costs decrease and profits increase.Occasionally, an incoming call is not presented to the intended agent. Forexample, the call is returned to the queue or is disconnected. Configure routingto prevent such situations or to deal with them in the event they do occur. Youmust consider unexpected conditions and determine methods to resolve them.
