A Call Center is an automated telecommunications system used to process large volumes of telephone calls for deployments such as:
Inbound
Outbound
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. The ACD queues incoming calls 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 Instructions
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 voicemail menu allowing them to select options and route themselves to certain numbers or recorded messages.
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 6 weeks from the 1st project consultation appointment.
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.
For additional information see our ACD and Auto-Attendant FAQs. E-mail questions to nts-callcenter@umn.edu .