Overflow Call Counts

[cmick66]

Hi Gang,

We have a site we outsource to who when reporting our overflow call volume is constantly over the number of calls (offered and handled) than I'm capturing on my Overflow Call Activity report in GNAV.

When I try to reconcile the numbers for reporting it causes a lot of unnecessary work.

Any ideas which may be causing this would be greatly appreciated.

Thanks very much,
-cmick66

 

[smoom]

A small % of difference would not be un-normal. A caller calls in and your system overflows the call, if the caller hangs up during the transfer your system counts the call and the other side does not. In the CCV's for the split you are overflowing, insert a line before the transfer command, a place something like Tally Short XXX (where xxx=any 3 digit number you are not using. Then run a tally code report and compare the tally count to the overflow count they should be the same.

 

[cmick66]

Hi smoom,

In a way it's good to know this is not an abnormal situation.

And, I do understand your ABA scenario. However, the call count is always higher on their side. The difference has anywhere between 1 and 175.

Although you've provided a scenario if the call count was higher on the side overflowing the call (my side) would the same programming rectify the issue? Or, is there another way to validate the actual overflow call count?

Thanks very much,
-cmick66

 

[smoom]

Using the tally code during the transfer step is only a way to validate your transfer out number to make sure they are correct. If you see a large difference between the tally and the overflow number I would consider running a call accounting package. Once you know your numbers are correct and have proof then you would be able to confront the company you are out sourcing to. You having good trustworthy numbers makes it a lot easier for the out-sourced call center to figure out what is going on.

 

[cmick66]

Hi smoom,

I believe I will try the tally code step and report suggestion. This in hand with a call accounting package seems to be an optimum solution for this issue.

Thanks again for your help,
-Christopher