呼叫中心(国外英语资料).docVIP

呼叫中心(国外英语资料) Some knowledge of the call center Dont know to call center of some concepts, what IVR, trunk, and reclined at the table, 400 words a lot of, listen to the PM, also noted that there is a formula, so I checked on the Internet. There is a lot to be found in the industry, and the development is more mature. There are a lot of ideas, there are a lot of companies that offer the service, and there are a lot of products out there. The call center is divided into outsourcing and self-building, which requires a flexible selection based on the companys situation. A calculation of the scale of a call center system: The measurement method of the construction scale of the call center system and the Suggestions for the selection of the relay line Below to a virtual call center system project as an example, the expensive unit call center system of calculation methods, construction scale for you in planning your unit customer service/call center system as a reference. The main factors influencing the size of your customer service center/call center system are: Target service population. Refers to the target service target of the customer service center/call center, which is the person who is already or is about to purchase your product. Generally speaking, the larger the target service population, the larger the customer service center/call center. Call rate. What percentage of the target service population will be called during a certain period of time. There are many factors that affect the rate of dialing, such as quality of products, attitude of service and quality, brand influence etc. To handle the call comparison, you need to consider the maximum call rate. The higher the number, the bigger the scale. Busy time concentration. Refers to the number of calls during the busiest hour of the day and the number of calls throughout the day. The higher the concentration rate, the larger the scale. The average length of the call. The average of the duration of a call. The