Contact Centers, CRM Customer Engagement

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  • 1.  When to Build ACDs

    Posted 02-18-2022 02:13 PM

    Lately we are getting bombarded with requests for ACD queues. Some queues will only have one or two agents. There is considerable effort and cost to setting all these up. Historically requests were throttled because we charged back all licensing and equipment costs. Now IT pays for everything so people think they are free. Anyone have a similar issue and how have you dealt with the requests? We are thinking to set a threshold for a minimum number of agents or calls. Any suggestions on thresholds? Any better suggestions? All opinions welcome!

    Thank you, 

    James Rawland
    Telecom Engineer



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    James Rawland
    Telecom Engineer
    PeaceHealth
    Springfield OR
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  • 2.  RE: When to Build ACDs

    Posted 02-19-2022 03:15 AM
    A lot of times for one or two people we will just set them up with a shared number and give them bridged line appearances for the common number.

    -Adam
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  • 3.  RE: When to Build ACDs

    Posted 02-20-2022 12:52 AM

    Random thoughts:

    • Have you developed a list of user requirements that justify provisioning of ACD features for the users?  For instance, does their performance need to be measured objectively for compensation or termination?  Are they running a queue frequently, or almost never? Are they complaining that calls aren't assigned fairly or people aren't answering because they expect someone else will?  There are good reasons people need ACD and not so good reasons that will vary by organization.  Having published criteria makes it easy to triage requests.
    • If they're asking for these features, does it mean they should be part of a larger pool of people that are multi skilled?   Why so many tiny fragmented groups?  
    • Any automation you can wrap around provisioning will take some of the cost and effort out of the equation.
    Good luck!

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    Tom Lynn
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  • 4.  RE: When to Build ACDs

    COMMITTEE MEMBER
    Posted 02-22-2022 12:36 PM
    Hi James - At my company we try to enforce that a call center is at least 5 people (sometimes 4 based on volume).  This would ensure that someone was always logged in to take a call.  You could have someone on vacation, at lunch, out sick, etc and still have people on the phone.

    -Mary

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    Mary Doran
    Lead Telecom Analyst
    Cartus
    Danbury CT
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