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Service levels

  • This topic has 1 reply, 1 voice, and was last updated 24 years ago by oze.
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  • Author
  • #32770
    Ronald Huizer

    Hello, I am working on the implementation of a call centre operation for dealing with customer care. We also will handle e chat and emails, but I am not familiar with the service levels on handling these type of contact, since I have most experience in traditional call centre service levels (like 80% of calls handled within 15 sec.s’). Who can help me out and can his/her experience with me?


    A call centre involves many applications
    depending how far you and your client want to expend:
    a Call Center involves:
    a)Diverting the calls
    b)MailBoxing (voice mail) unatended calls
    c)Opening files in a Data Base or requisting customer information
    (This can be automatic with a caller ID)
    d)Triggering actions(e-mails,voice notification) or events(Electronic
    Form to a person or department) over different departments
    e)Following those actions through workflow until
    the request has been completed.

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