Other common strategies include round robin, linear hunt, least-recently-called, fewest calls and random. This “most idle” strategy is frequently used when all agents are considered equally qualified to handle a task. All the other phones stop ringing.Ī more complex (and likely more useful) configuration would have the call offered to the agent who had been in the idle state longest. The first agent to answer the call is connected with the calling party. In this case, when a call arrives the system rings the phones of all agents who are not already on a call. Other common call center tools include desktop integration (frequently referred to as “screen pop”), Interactive Voice Response (IVR) applications, call recording solutions, productivity monitoring utilities, workforce planning systems and various methods of historical and near real-time reporting.Ī simple ACD system consists of a source of calls (a pool of lines, trunks or virtual trunks), a FIFO (first-in, first-out) queue and a pool of agents who are selected using a “ring-all” strategy. Outbound calls are frequently generated by an automated system called a “Predictive Dialer” that monitors the status of agents and place calls on their behalf. Specialized telephony switching systems called “Automatic Call Distributors” or ACDs are used to queue and route inbound calls to agents based on a wide variety of criteria. Call centers range from very small informal operations to massive, highly optimized sites with hundreds or even thousands of agents.Ĭall centers use specialized telephone equipment to maximize productivity.
The employees who staff call centers are referred to as “agents” or “customer service representatives” (frequently abbreviated as CSRs). Call centers typically handle customer service, support, telemarketing, telesales and collections functions. Call centers special offices that are purpose-built to handle a large volume of phone calls.
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