AT&T CentreVu Custom Reports Manual de Instruções descarregar pdf (Página 91)

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call center

Understanding call centers

This section introduces you to inbound call centers. It shows how

to set up a simple inbound call center and lists things to consider

as you plan and design your center.

What is a call center?

A call center is a way of organizing people and equipment to

achieve particular business goals. For example, you can use a call

center to make several people accessible through one number or

to handle multiple calls simultaneously. Call centers work by

organizing staff (called agents) with specific functions or

expertise into hunt groups.

Call centers use some of the features covered in other chapters of

this book: hunt groups, announcements, vectors, and VDNs. In

this section, we’ll show you how these features work together in a

call center.

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AT&T CentreVu Custom Reports Manual de Instruções Página 91