Call Center

Step by step, in the order it is set up.

Create extensions for agents

Each agent needs an extension first.

Who takes calls, how long it rings, and wrap-up time.

Strategy, agents, wait limits, where callers go next, and the callback offer.

Callers who pressed the key to be called back. Turn the offer on in the queue.

The wallboard for the team: waiting callers and agents.

Each queue now: who is waiting and who is answering.

Set agents available, on break or logged out.

Call volumes and trends.

Review calls for quality and training. Turn on Record in the queue.

Call Center: get started and use it wellQueues, agents, callbacks and wallboards: what to plan, and how to keep waits short and agents productive.