Tips on setting up call centre

[snowman50]

Guys
I am looking for some ideas reguarding setting up a call centre senario for a TAXI company.

Basic set up, 5 skillsets to be used for each company number.
ss1 company 1
ss2 company 2
etc
20 agents set up but only 4 ever log in at any 1 shift pattern.
Agents logged into ALL skill sets
Call centre reporting being used.

The company wants the agents to answer as many calls as possible but to cut down on any busy recordings being played back to the caller..

when a call comes in and the agents are busy they want the caller not to receive announcements or to delay this if possible.

Basically they want the caller to hear ring tone and not to think they are queuing until an agent becomes free.

Has any body set a satisfied senario for a TAXI company

All ideas welcome.

 

[cook1082]

You could just use the transfer node to another SS, it will ring and if busy it will transfer to the next SS, and so on .

 

[pccal]

Having been involved with the setup of a few Taxi companies I can assure you that the best way to run a Call Center is to make sure that you have a hands on person monitoring the Call Center. It is a very competitive business & you need the flexibility to have more agents logged in to answer calls when it gets busy.If a customer does not get answered within 20 to 30 seconds than they will be calling the competition. Any Call Center is only good as the person monitoring the real time calls coming in to it.You are not going to fool anybody with any fancy setup.