Call Center ManagementChapter 2Forces that drive callcenters         Chapter2        1
Forces that drive call centers   The call centers operate in a Unique environment  The Workload can change for every minut...
Forces that drive call centers   Exactly when the calls arrive depends upon theDecisions made by the callers and they are ...
Smooth & peak traffic   Call patterns are of three types   1) Random   2) Smooth   3) Peaked   Smooth traffic generally do...
Visible /Invisible queues  It is very important in the call centers to knowwhen the call is Abandoned  The feedback for ha...
Visible /Invisible queues    If a complex Contingency based routing system is used,the ACCD will outsmart itself .  The Mo...
Visible /Invisible queues    In a call center there are also more Subtle shifts in dayto day caller tolerance which can be...
Seven factors that affect Caller                Tolerance     There are seven factors that affect caller tolerance. Theyin...
Seven factors that affect Caller                Tolerance     Availability of substitutes - Are there substitutes thecalle...
Seven factors that affect Caller                Tolerance   Level of expectations - An organization or industrysreputation...
Seven factors that affect Caller                Tolerance    Whos paying for the call? - In general, callers are moretoler...
Forces that drive call centersEnd OfChapter 2         Chapter2            12
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Forces Driving Call Centers

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In this presentation, we will talk about the forces that drives call centre and how to maintain smooth work traffic. We will also discuss about the seven important factors that affect caller tolerance.
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Forces Driving Call Centers

  1. 1. Call Center ManagementChapter 2Forces that drive callcenters Chapter2 1
  2. 2. Forces that drive call centers The call centers operate in a Unique environment The Workload can change for every minute. In any call center there are Three forces that are working Random or peak call arrival Callers perception of the queue Caller tolerance In a call center the calls are random, that is they comeand go as they please. Chapter2 2
  3. 3. Forces that drive call centers Exactly when the calls arrive depends upon theDecisions made by the callers and they are not with the callcenters The inbound call centers operate in a Demand chasingkind of environment. Call centers must use the Real Time management alongwith the forecasting and staffing The performance objectives and standards take therandom calls into account Chapter2 3
  4. 4. Smooth & peak traffic Call patterns are of three types 1) Random 2) Smooth 3) Peaked Smooth traffic generally does not exist in inbound callcenters but be at work in outgoing environments. A Peaked call pattern is a reality in some incoming callcenters If the surge lasts for more than half an hour than it ispossibly Random kind Chapter2 of traffic 4
  5. 5. Visible /Invisible queues It is very important in the call centers to knowwhen the call is Abandoned The feedback for having queue jockeys was verypositive Having real time live people is Impractical formost kinds of organizations in the call center industry The call diverter comes with a feature calledIqueue that enables the ACD to tell the time Chapter2 5
  6. 6. Visible /Invisible queues If a complex Contingency based routing system is used,the ACCD will outsmart itself . The Most important driving force in the call centers is therandom calls In many call centers the Abandonment rate is looked as akey measure In the call centers the abandonment is a Misleadingmeasure of call center performance Chapter2 6
  7. 7. Visible /Invisible queues In a call center there are also more Subtle shifts in dayto day caller tolerance which can be baffling. The conventional wisdom is that the Longer the queuethe higher the abandonment rate. In the call centers the service level is the key measure ofthe accessibility Chapter2 7
  8. 8. Seven factors that affect Caller Tolerance There are seven factors that affect caller tolerance. Theyinfluence everything from how long callers will wait in queueto how many will abandon, how many will retry when they getbusy signals, and how they will react to automation, such as aVRU. They also affect how callers perceive the service the calcenter is providing. They are as follows: Degree of motivation - How motivated are your callers?Callers experiencing a power outage will usually wait longer toreach their utility than those with billing questions. Chapter2 8
  9. 9. Seven factors that affect Caller Tolerance Availability of substitutes - Are there substitutes thecaller can use if they cant get through to the initial numberthey are trying? If they are highly motivated and have nosubstitutes, they will retry many times if they get busies andwill generally wait a long time in queue if necessary. But ifthey know of an alternative number to try, or if there are otherselections in your automated attendant, they may try thosealternatives. Or they may try fax, Web or VRU-based services Competitions service level - If its easier for callers to usecompetitive services or if they have a tough time reaching youthey may go elsewhere. Chapter2 9
  10. 10. Seven factors that affect Caller Tolerance Level of expectations - An organization or industrysreputation for service - or the level of service being promoted -has a bearing on caller tolerance. Time available - For example, a callers occupation canaffect caller tolerance. Doctors who call insurance providersare infamous for being intolerant of even modest queues.Retirees, on the other hand, may have more time to wait. Chapter2 10
  11. 11. Seven factors that affect Caller Tolerance Whos paying for the call? - In general, callers are moretolerant of a queue when toll-free service is available. They areintolerant of even short waits when they are paying forpremium priced numbers (e.g., 900 service). Human behavior - The weather, the callers mood and thetime of day all have a bearing on caller tolerance. Keep in mind that these factors are not static. They areconstantly changing. Even so, it is important to have a generalunderstanding of the factors affecting your callers tolerance. Chapter2 11
  12. 12. Forces that drive call centersEnd OfChapter 2 Chapter2 12
  13. 13. “Like” us on Facebook:  p // /http://www.facebook.com/welearnindia “Follow” us on Twitter:http://twitter.com/WeLearnIndiahttp://twitter com/WeLearnIndiaWatch informative videos on Youtube: http://www.youtube.com/WelingkarDLP

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