Instruction manual

Understanding call centers
74 Issue 3 July 2001 Send feedback: [e-mail]
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.