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Consultancy & Data Gathering

Designing a new call centre can be a daunting task. This offer provides the ability to discuss the configuration and design of a new call centre with an experienced call centre design specialist. By discussing call routing options, agent call distribution and reporting needs in depth prior to implementation, all operational needs are met and caller-satisfaction-affecting-pitfalls are avoided.

This offer can remove the complexity of creating a new call centre away from the client and reassurance that their needs are addressed. As all discussions are documented and the programming is well detailed, the client can relax in the knowledge that their requirements will be interpreted and implemented into a first-class call centre, benefiting from all current industry best practice standards.

This course can be completely customised for each client as appropriate.

Duration To be discussed with Client
Group Size N/A
Prerequisite No Prerequisite
Course type Consultancy
Training Room Prerequisites Meeting Room
Flipchart
Projector
Note This Should take place before a cut over

Course Content

The call centre consultant will analyse the call centre needs provided by the client. This will involve in depth discussions of the operational strategy and target service levels as well as distribution and contingency planning.

The results of these discussions will then be translated into a written report, detailing the call routing, distribution strategy and targets, explaining how the technology can be configured to meet these requirements.

This report acts as a point of reference, confirming that the call centre consultant has understood the business aims and drivers including a description of the call handling process for future records

Upon confirmation of the plan, the call centre consultant will translate the requirements into a set of technical programming notes ready for the engineer to upload the programming onto the system ready for User Acceptance Testing between the client and the software associate. The software associate will also be present at the go-live to make any minor changes to the system.

The consultant’s responsibilities will include gathering the following information:

  • Agent selection
  • Skill Types
    • Sub Routing
  • Agent Information
    • Agent DDI Numbers
  • Call Flows
    • Inbound Call
    • Outbound Call
    • Agent Hunt Time
    • Agent Discharge/Handle Time
    • Hold Time
  • DDI Numbers
  • Call Flow Treatments
    • Customer Treatment Options Available
    • Announcements
    • Voicemail Boxes
    • Additional Entry Points
    • Overflow Calls
  • Global Settings per UCC

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