Call Center Operation

Index 299

Index

Router, 275

Routing

conditional transaction, 269

data-directed, 270

intelligent, 177

skills-based, 49, 177

systems, 52–53

in telephone network, 28

universal, 74

Saddletree Research, 115

Sales-focused call centers, 74

Sampling rate, 275

Schedule-adherence policy, 182

Schedules

adjusting, 76

for incoming call center, 96

workforce management cycle and, 69–70,

79

Screen pop, 275

Script, 275

SCSA. See Signal computing

system architecture

Secondary data sources, 224

Segmentation, 281

Server, 276

Server platform, 25

Service control point (SCP), 276

Service level, 276

abandoned calls and, 102

ACDs and, 104–105

awareness of, 95

call blockage and, 103

call center management and, 99–100

defining, 100–101

as limited measure, 105

minimizing abandonment, 108–110

objectives, 95, 106–108

optimizing, 105–106

other response categories and, 101

other response criteria and, 101

poor, 106

priority of inbound transactions, 102

quality of service and, 105

rationale for, 102–103

as time dependent, 103

unanswered calls and, 102

WFC and information about, 77

Service-level agreement (SLA), 11, 107

Service standard, 100. See also Service level

Shrinkage, 96

Signal computing system architecture (SCSA),

276

Signaling system 7 (SS7), 276

Silicon Graphics, Inc. (SGI), 191–192

Skills-based routing, 49, 177

SLA. See Service-level agreement

Snail mail, as response category, 101

Software

Blue Pumpkin, 188–189, 191, 197

call center, 2–3

contact management, 224

core recording systems and, 83

as core technology, 7

customer contact, 206

database management, 57

industry standards, 19–20

operating system, 30

selecting, 10

workforce management, 65

Spam, 276

Specialization, pooling resources and,

90–91

Special-purpose resource card, 36

Speech recognition, 37

Speed of reply, 100. See also Response time

SPX/IPX, 25

SS7. See Signaling system 7

Staff

determining base requirement, 95–96

hiring and retaining, 11

rising costs, 63