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Q:

How can I improve the performance of my call center?
A:
One way to improve the performance of your call center is to eliminate unnecessary calls. Unnecessary calls come from a variety of sources, including calls handled poorly on the first attempt. Avaya Interaction Center is a robust contact management software platform that can route calls based on business rules, agent availability, agent knowledge, and service level conditions. This intelligent routing makes the best use of your contact center resources.
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EXTENDED ANSWER:
How can I improve the performance of my call center?
 
Reducing unnecessary calls is a basic step in increasing contact center efficiency. There are three quick ways to reduce unnecessary calls:

Implement an IVR. Using an integrated voice response -- where automated voice prompts used to service customer contacts -- offers customers a fast and efficient means of self-serving their calling needs 7 days a week, 24 hors a day. Depending on the environment, an IVR can offload between 5 and 25 percent or more of your center's call volume.

Interactive Response from Avaya is a standards-based self service platform for call centers and contact centers that enables enterprises to automate voice transactions via speech and touchtone.

Use Web pages. Company web pages can supplement a call center by providing customers with self-service options that are available most of the time. It offers a less complex and less expensive way of transaction processing than using voice solutions.

Interaction Center from Avaya is a robust contact management software platform that offers modular, integrated support for web, email, voice communication channels for effective self service.

Analyze why customers are calling. Another way to reduce unnecessary calls is to track the reasons for the contacts. Tracking, in detail, why customers call highlights the number of call types that are unnecessary and avoidable.

Avaya Call Management System (CMS) is call center software utilizing database, administration, and reporting capabilities. CMS is designed for call center management for enterprises that receive a large volume of telephone calls and have complex contact center operations. With CMS customers can view live, real-time information and see the immediate results of their adjustments. They can also use historical reports to analyze trends, establish performance benchmarks, and plan new marketing or customer service campaigns.

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