The name given to a group of agents receiving telephone calls through a central number is a call center. A call center is designed to handle high volumes of incoming requests and to uniformly distribute calls to customer service representatives. Typically, call centers use a combination of automated responses and live customer representatives to provide comprehensive service to callers. In some cases, the center is the place to call if an employee can't get an answer from the VRU or intranet. When employees call the HR service center, they are given a voice menu.
Callers can conduct business through the automated system or choose a live representative.
Remaining callers are forwarded to a representative with a generalist background, and if needed, to a specialist. You can order a detailed report of this practice area, or other practices, by selecting the purchase reports button from the menu. Each report includes detailed descriptions, benefits, costs, implementation steps, case studies and vendor contacts. Copyright 1997 - 2000 ProSci . Email our staff.