Design Best Practices 1

[TelecomTech34]

Hello. I'm looking for some documentation on best practices when designing a call center. We have some call centers that were designed a long time ago and we often have requests to re-design them from departments. Is there a data collection doc out there that anyone uses when meeting with new or current call center managers to come up with the best design? I have a call center that is very inefficient (i.e high abandoned calls for low call volume, agents missing calls or not logging in)and they're requesting to add more agents. I have plenty of reports to show the department that prove this not a good solution but I can't find documentation about call center best practices. If I let the customer have their way there will be 26 agents in a skillset that only receive 20 calls a day and the least experienced agents would be at the front of the line. Wouldn't best practice be putting the most experienced agents at the front so calls are resolved quickly.

Any feedback is appreciated

Thanks

 

[bignose21]

For the agent priority it depends on the CC, in sales often the new agents are prioritized so they get the most calls and in that way it trains them up faster.

If you were in a support call center you may want to separate the more experienced agents off and have it so the less experienced get the call and can then escalate to the other more experienced agents if they cannot solve the issue. That way you more experienced guys are not tied up doing the simple calls, and the less experienced agents deal with the bulk of the calls. Obviously you can have the more experienced agents in the first skillset at a lower priority in case all the beginners are busy.

 

[TelecomTech34]

Interesting. I was thinking the opposite, where the more experienced agents should be in the front line to make things more efficient but thinking about it I guess that makes sense. So Avaya doesn't have any books on this type of stuff? It would be great to have something to reference when trying to design these call centers.

 

[bignose21]

Never really seen anything the manuals describe how to impentent from a technical standpoint and the scripting explains what different functions are but nothing I can think of that gives best practise.

 

[bignose21]

what I do have is a Global Knowledge "AACC Scripting Demystified" (never looked at it picked it up on a course).

 

[bignose21]

I had a look at that "AACC Scripting Demystified" its short so not great but its attached if you want to take a look

 

[bignose21]

Here is some examples that were provided at start of scripting course

 

[TelecomTech34]

I have a department that would like to consolidate 3 skillsets into 1 and make one big call center with 30+ agents. I want to avoid callers getting constantly transferred around as well as making sure the calls get evenly distributed. The only option I could think of would be to set different priority levels. Is this bad design in your opinion compared to giving callers options and routing them to separate groups of smaller skillsets?

 

[bignose21]

You could have a single Skillset it would be normal to prioritize more experienced to get get less calls meaning they are free to be escalated to. Also you could have a second skill for high value customers only assigned to the more experienced agents and then recognize CLID of certain customers who queue straight to this skill. Also as long as the more experienced skill has its own CDN then agents could transfer calls to it if required.

Its really up to the customers expectations, you give them pretty much what they want, and test and adjust.