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Call Center

Also known as

Also known as: 
  • ACD Queue
  • Phone Menu

In a call center, incoming calls are pooled together into a queue and are distributed on a first come, first serve basis to an available agent. This schema provides the work group with an even workload and your callers with optimum service. Calls can be overflowed to another group of agents should the call volume increase within a given time frame. Real-time and historical reporting features provide supervisors with the information they need to improve their call service levels by making adjustments in the distribution of calls. ITS provides three call center solutions:

  • Automatic Call Distribution (ACD) distributes calls evenly among multiple customer service representatives or agents ensuring all calls in the queue are answered by the first available agent
  • Skills Based Routing (SBR) distributes calls based on the subject matter of the callers' question based on the system tracking specific skills with each agent
  • Reporting provides measurements of the performance of the various parts of the call center such as average hold time for a particular agent, skill set, time of day, etc.

What's Included

  • Initial meeting to document call center requirements
  • Design meeting to ensure requirements and review proposed design
  • Development of call center configuration
  • Testing of call center service with customers
  • Deployment of call center service

Cost and Fees

Provided at no additional charge as part of the ITS phone service.

Status

Good

Use this service

To request creation of a Call Center, please contact the Service Desk. A member of our communications team reach out to discuss design and requirements.

Need Help?

myHelpdesk
(212) 746-4878
Monday-Friday
Open: 7am-7pm
SMARTDesk
WCM Library Commons
1300 York Avenue
New York, NY
M-F 9am-6pm
Sat. 10am-6pm
Sun. 12pm-8pm

575 Lexington
3rd Floor
New York, NY
M-F 9am-5pm

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