In this presentation, we will talk about the forces that drives call centre and how to maintain smooth work traffic. We will also discuss about the seven important factors that affect caller tolerance. To know more about Welingkar School’s Distance Learning Program and courses offered, visit: http://www.welingkaronline.org/distance-learning/online-mba.html

1. Call Center Management
Chapter 2
Forces that drive call
centers
Chapter2 1

2. Forces that drive call centers
The call centers operate in a Unique environment
The Workload can change for every minute.
In any call center there are Three forces that are working
Random or peak call arrival
Callers perception of the queue
Caller tolerance
In a call center the calls are random, that is they come
and go as they please.
Chapter2 2

3. Forces that drive call centers
Exactly when the calls arrive depends upon the
Decisions made by the callers and they are not with the call
centers
The inbound call centers operate in a Demand chasing
kind of environment.
Call centers must use the Real Time management along
with the forecasting and staffing
The performance objectives and standards take the
random calls into account
Chapter2 3

4. Smooth & peak traffic
Call patterns are of three types
1) Random
2) Smooth
3) Peaked
Smooth traffic generally does not exist in inbound call
centers but be at work in outgoing environments.
A Peaked call pattern is a reality in some incoming call
centers
If the surge lasts for more than half an hour than it is
possibly Random kind Chapter2
of traffic 4

5. Visible /Invisible queues
It is very important in the call centers to know
when the call is Abandoned
The feedback for having queue jockeys was very
positive
Having real time live people is Impractical for
most kinds of organizations in the call center industry
The call diverter comes with a feature called
Iqueue that enables the ACD to tell the time
Chapter2 5

6. Visible /Invisible queues
If a complex Contingency based routing system is used,
the ACCD will outsmart itself .
The Most important driving force in the call centers is the
random calls
In many call centers the Abandonment rate is looked as a
key measure
In the call centers the abandonment is a Misleading
measure of call center performance
Chapter2 6

7. Visible /Invisible queues
In a call center there are also more Subtle shifts in day
to day caller tolerance which can be baffling.
The conventional wisdom is that the Longer the queue
the higher the abandonment rate.
In the call centers the service level is the key measure of
the accessibility
Chapter2 7

8. Seven factors that affect Caller
Tolerance
There are seven factors that affect caller tolerance. They
influence everything from how long callers will wait in queue
to how many will abandon, how many will retry when they get
busy signals, and how they will react to automation, such as a
VRU. They also affect how callers perceive the service the cal
center is providing. They are as follows:
Degree of motivation - How motivated are your callers?
Callers experiencing a power outage will usually wait longer to
reach their utility than those with billing questions.
Chapter2 8

9. Seven factors that affect Caller
Tolerance
Availability of substitutes - Are there substitutes the
caller can use if they can't get through to the initial number
they are trying? If they are highly motivated and have no
substitutes, they will retry many times if they get busies and
will generally wait a long time in queue if necessary. But if
they know of an alternative number to try, or if there are other
selections in your automated attendant, they may try those
alternatives. Or they may try fax, Web or VRU-based services
Competition's service level - If it's easier for callers to use
competitive services or if they have a tough time reaching you
they may go elsewhere.
Chapter2 9

10. Seven factors that affect Caller
Tolerance
Level of expectations - An organization or industry's
reputation for service - or the level of service being promoted -
has a bearing on caller tolerance.
Time available - For example, a caller's occupation can
affect caller tolerance. Doctors who call insurance providers
are infamous for being intolerant of even modest queues.
Retirees, on the other hand, may have more time to wait.
Chapter2 10

11. Seven factors that affect Caller
Tolerance
Who's paying for the call? - In general, callers are more
tolerant of a queue when toll-free service is available. They are
intolerant of even short waits when they are paying for
premium priced numbers (e.g., 900 service).
Human behavior - The weather, the caller's mood and the
time of day all have a bearing on caller tolerance.
Keep in mind that these factors are not static. They are
constantly changing. Even so, it is important to have a general
understanding of the factors affecting your callers' tolerance.
Chapter2 11

12. Forces that drive call centers
End Of
Chapter 2
Chapter2 12

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