If you don't know what the center is going to do, what its objectives are, how many calls it will handle, how long the calls will be, and much more, you can't make an intelligent decision about the ACD, the VRU, or even the furniture. The project tries to do everything at once. Do one thing well, then move on. The wrong group is in charge of planning. Most commonly, this happens when a technical group such as MIS or telecom takes precedence over the operating group which will actually operate the center.
Management measures the wrong things.
Your call center measurements should flow from your overall objectives, not determine them. Angus TeleManagement Group Inc. All Rights Reserved. Conditions of Use .