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.