This article explains a general description of Call Center service provided by ITS to the University and Medical Center.
A call center is a group of individuals responding to inquiries from a customer in order to resolve an issue, provide information, or update information for the customer. The individuals can be located in a single location, working across several buildings, locations, cities or even working from home. A customer may be internal to the same business (as in an IT Help Desk) or outside of the organization (as in a paying customer for services). A call center may take incoming calls, make outgoing calls, respond to inquiries via email, chat, or fax. A call center may also be 24 x 7 x 365 or may work Monday to Friday depending on customer's needs. No two Call Centers are alike.
Not all Call Centers rely on technology to receive and direct incoming telephone calls. This treatment can easily be handled by simple instructions on any telephone system and may be suited for groups that handle a consistent or predictable amount of telephone calls by a consistent group of individuals adhering to a standard work schedule. Call Center technology, otherwise known as Automatic Call Distribution or ACD, can treat and direct calls by time of day, day of week, number of calls that are connected, on hold or the number of employees available to take telephone calls. Calls can also be redirected to other locations in the event of a disaster or event impacting business at a primary location. In addition, an ACD will also produce reports informing a Call Center Manager of the workload and the performance of a team or individuals.
ACD group begins with a general business purpose: an understanding of the types of services being delivered to the callers and a main number to receive, direct and trigger events. Once this is understood, we identify the individuals who will answer the incoming calls. These individuals are "agents." The agent will use a deskphone or a soft client to access the ACD technology, logon to the ACD which instructs the ACD to direct or bypass the agent. The agent will use their phone to tell the ACD they are "available" to take a call, "unavailable" to receive a call, in "work" or wrapping up paperwork as a result of a call or "Do Not Disturb", creating a metric that represents not call related work, i.e. meetings.
You can expect to receive all the critical functional areas of today's call centers, including:
IVR stands for Interactive Voice Response. This technology allows a caller to enter an account number (employee ID, Social Security Number, Policy Number, etc.) along with a password in order to retrieve information from a data source without speaking to a live agent. IVRs meet business needs by operating 24x7x365 delivering consistent, accurate information in relatively quick telephone calls. IVRs nicely augment web-access by giving callers the option of how they would like to receive information on their account. IVRs work best when processes are routine and repeatable without failure. IVRs can also be trained to make decisions based on information received or requested. These applications tend to be more complex but the economies can be significant where call volumes are consistently high or where additions to staff are inevitable. While this service is available through ITS, this will require a project and expect 3-9 months for implementation.
IT Services is committed to insuring that a Call Center Manager is equipped with the necessary tools to redirect incoming customer calls to an alternate destination on-demand. An alternate destination may be a different location, a different telephone number or a unique emergency greeting. Each Call Center will be designed to offer Mobility and Unity Connection with some simple training
For more information about these services, please locate Mobility or Unity Connection through the IT Services web pages.