呼叫中心（The call center）.docVIP

呼叫中心（The call center） Some knowledge of call center Some of the concepts of call center are not very clear, which IVR, trunk, seat, 400 words and a lot of words, listen to PM, and mention a formula, and then check it online. There are many things in this industry, and the development is more mature. There are a lot of concepts, there are many companies that offer the service, and there are many products on the market. The call center is divided into outsourcing and self-construction, which needs to be based on the situation of the company. The calculation method of the scale of a call center system: The measurement method of the construction scale of the call center system and the suggestion of the selection of 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 affecting the size of your customer service center/call center system are: Target service population. Refers to the target service target of customer service center/call center, which is the person who has or is about to purchase your products. Generally speaking, the larger the target service population, the larger the customer service center/call center is. Call rate. During a certain period of time, the number of people in the target service population will be called. There are a lot of factors affecting the call rate, such as quality of products, attitude of service and quality, brand influence, etc. In order to handle the situation of the call comparison, you need to consider the maximum call rate. The bigger 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 bigger the scale. The average length of the call. Mean the average duration of a call. The longe