Call Center

A Call Center is an automated telecommunications system used to process large volumes of telephone calls for deployments such as:

• Help Desk
• Appointment Scheduling
• Services

Call Types

Inbound

• Catalogue orders
• Information
• Product support
• Sales

Outbound

• Debt collections
• Sales leads
• Telemarketing

Benefits

• Call tracking
• Call volume control
• Forecast staffing needs
• Cost effective
• Monitor calls for quality assurance
• Monitor calls for training

Automatic Call Distribution

The best way to manage Call Center call volumes and staffing is to enlist the help of automatic call distribution (ACD), a function of the telephone system which routes calls from one telephone number to multiple answering points which we call "Agents". The ACD queues incoming calls in the order they are received, which are then distributed to agents based upon predetermined criteria such as longest idle and queuing priority. Customers receive a hold message which informs them their call is important and is in queue for an agent to answer.

ACD Functions

Programming of ACD functionality is versatile and can be determined by customer requirements. A project manager assists customers with defining needs and providing solutions based upon some of the following ACD options.

• Routes calls to answering points
• Captures statistical information about the ACD Pilot number and Agent Group
• Uses call route scheduling to adjust time of day, day of week, day of month, day of year and exception date routing
• Uses call guides to adjust queues and route to agent groups
• Distributes calls by longest idle or ordered selection
• Deflects calls to an alternate number
• Prioritize dialed numbers to move to the front of the queue

ACD Reporting

Customers may request reports for their ACD which contain the following statistical information by sending an e-mail request to nts-callcenter@umn.edu.

• Agents logged in
• Average Agent wrap up mode
• Average Agent work mode
• Average call duration
• Average duration call in queue
• Number of calls in queue
• Number of calls offered
• Number of calls abandoned
• Average speed to answer

ACD Instructions

• ITE Agent Reference Card
• ACD Reference

Automated Attendant

An Auto-Attendant is a function of the voicemail system which may be used in conjunction with an ACD. The Auto-Attendant automatically answers incoming calls and presents Customers with a previously recorded voice mail menu allowing them to select options and route themselves to certain numbers or recorded messages.

Rates

Installation

Consulting and design of call center services such as ACD and Auto-Attendant are billed at an hourly rate. Normal rates for equipment and installation apply.

Monthly

Call Center services such as ACD and Auto-Attendant are considered University common good and do not have monthly recurring charges if billed to a University CUFS number.

Timeline

Customers can expect installation of an ACD or Auto-Attendant to occur six weeks from the first project consultation appointment.

How to order

Have your Department Contact fill out a service request for "Project Management and Consultation" online at our Order Services page for assistance in the design and implementation of Call Center products.

Additional Information

For additional information see our Auto-Attendant FAQs. E-mail questions to nts-callcenter@umn.edu .