Statistical Analysis of Received Calls in a Call Centre Cover Image
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Статистически анализ на приетите обаждания в Call Centre за една седмица по часове
Statistical Analysis of Received Calls in a Call Centre

Author(s): Anna Danova
Subject(s): Social Sciences, Education, Library and Information Science, Archiving, Cataloguing, Classification, Information Architecture, Electronic information storage and retrieval, Education and training, Higher Education
Published by: Национално издателство за образование и наука „Аз-буки“
Keywords: fluctuation; wave; relative indicators; absolute indicators

Summary/Abstract: “Client services management” functions for meeting the client enquires – questions, help, activation and deactivation of services, and general questions about the company portfolio services. The aim is implementation and execution of processes which allow the Call center to serve the client on all subjects by a single contact person. The more complex questions are being serviced by a qualified person from a specialized unit. The number of complaints is being reduced by using tailored approach to each case. It is essential to pay a special attention for retaining customers, to use effectively outbound campaigns for meeting certain business needs, to constantly develop the personnel through different programs and trainings and to support of a high level of QoS.

  • Issue Year: 19/2017
  • Issue No: 1
  • Page Range: 63-68
  • Page Count: 6
  • Language: Bulgarian