When operating an inbound ACD contact center, it is quite often the goal of the center to minimize the amount of calls that fall outside of the specified service level agreements for their queues. Clients may lose faith in the center’s ability to handle the expected call volumes if these numbers are too high. Abandoned calls are not a desirable outcome either, as those calls get aborted in the IVR and never had the chance to get routed to an available CSR. In this situation, it is vital for managers to be able to reallocate CSRs to the appropriate queues.
On the opposite side of the coin, center’s may find themselves in a scenario where there are too many available resources for the current call volume. It can be counter-productive and costly to keep these abundant CSRs on the clock, so floor managers and supervisors may need to decrease those numbers on the fly. These two important use cases can be solved by the ability of the Q-Suite to reassign employees on demand.
As a manager or floor supervisor, monitoring the center in realtime is paramount to ensuring that the center is running in an optimal fashion. By utilizing realtime reporting and the dynamic capability to assign CSRs, in a skills-based manner, to overwhelmed queues or to remove agents from queues whose volume is lower than expected, agents will be better situated to work in a much more productive manner.
With these tools and features in place, Asterisk-based center’s are able to manage their workforce with exceedingly effective methods, which should translate into superior results for the client. These favorable outcomes will strengthen the relationship with the client, which should be the end goal for any and all businesses.