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Understanding call centers

74 Issue 3 July 2001 Send feedback: document@avaya.com

Planning a call center

Good planning is crucial to setting up an effective call center.

Before you administer any part of your call center on DEFINITY

ECS, you should have a plan that is thorough and specific. Your

call center plan should identify:

■ the purpose of the call center — what the call center has to

do to be successful

■ expected call volume — the number of calls you expect

per day, per week, and per month

■ type of calls — whether the call center should answer

internal or external calls or both

■ agent functions — the major agent functions

■ necessary resources — the resources you must add to the

system, such as trunk groups and phones

Once you develop a plan for the call center, organize agents

according to their functions. These agent groups will be your hunt

groups.

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AT&T CentreVu Custom Reports Manual de Instruções Página 92