Handling of phone system

[bobbywires]

Can anyone help me determine how many telecom staff would be needed to handle a 750 people business with a 100+ agent call center, also handling Definity G3, Intuiity Audix, NICE recording system, Call Acoounting,CMS and doing MAC work. Thanks for any input.

 

[4merAvaya]

One or two at the most.

Kevin

 

[Textron68]

One Lead/Sr Tech with Call Center experience to be responsible for hardware, software(backups/upgrades), ARS/AAR, Trunking, VDN/Vectors, trouble shooting and general organization as well as setting SLA standards and creating a tracking method of work load. And one grunt to do most of the simple MAC extension programming and physical moves.
Also depends on how often people move around. If they stay in one spot for the most part, than one would suffice. But, it doesn't take much for one person to get overloaded or burned out when he/she is running between a call center and executive offices.
Lead takes the Call Center keeping the bread and butter of the operations happy while the grunt gets some executive face time keeping the front offices happy.

 

[jimbojimbo]

Really depends on the stability of the call center. 1 if changes are minimal. 2 if changes are significant. 3-8 if Call Center management is in charge.