Call Center Operation

50 2.6 Automatic call distribution (ACD)

Requirements for small centers

Small call centers may have different needs than large ones, and they may

have financial and human resource limitations. For those centers that can-

not afford an expensive, stand-alone ACD, call routing is available as part

of the PBX configuration, thus making the same tools available to these

facilities as to larger call centers. A smaller call center within a larger cus-

tomer service center, such as the 5- to 10-person collections department in

a larger company, is an example of this type of application. The CSR needs

are the same as those of CSRs in larger centers, and advances ...