Inbound Call Management Specification

What we did was that we started very basic.

We started with looking at days lost due to system failure.
Amount of calls taken a week. Duration on the phone etc.

We looked at average hold times.

Then we started thinking about First Call Resolution which is obviously hard to measure but is essential for customer satisfaction.

Then we looked at our current system and brainstormed what we would like. We wanted a better call recording application, a better understanding of agent performance and stats and a better routing system.

We jusified this as we said if we knew more about our agents activity we could increase efficency with the staff we already have.

We can improve the hold time by getting in a system which was more scalable and flexible during busy times.

Then we looked at the different option including on-site, hosted and cloud. We personally went with cloud because they delivered the above benefits. Especially on sacability and price. Our subscription is monthly depending on our agent number. So when it is busy just pay for the added agents.

This also meant we did not have to waste our money on a in-house system which would need our max capacity all year round rather than just our busy periods.

This was in retail though so might be different.

Anymore information more than happy to give. If you want to give a back drop could probably provide more information.

Cheers,

Martin