Comstar agents use fully portable headsets so they can walk around and stretch. Comstar measures the call center performance by monthly number of transactions and loans. In 1999, Comstar s call center began with three full time equivalent agents. That has since been increased to four agents. About 5,000 calls are handled per month including outbound calls.
All calls are live.
The average call is between 3-5 minutes, although loans can take as long as twelve minutes. During off-hours, calls are forwarded to VISA, LSI, etc. Currently, the system can transfer calls out to an audio response. A capability that Comstar wants to add, and which Maxxar is developing, is the ability to retrieve a call after it has been transferred. A Fully Functional Branch Don t forget that your call center can be a full functioning branch, reminds Sally.