Queue Management System: Strategies for Controlling and Routing Calls in a Contact Center - Softcover

Ali, Murtaza; Kamran, Muhammad

Softcover

ISBN 10: 3639358422 ISBN 13: 9783639358421

Publisher: VDM Verlag Dr. Müller, 2011

Synopsis

A call center is defined as any group whose principal business activity is talking on telephone to customers or prospects. There is no doubt that call centers are today a booming sector in Pakistan and all over the world. We are here to propose the most suitable and best strategy for call center queue management. It will incorporate important features of call center queues and it will produce results that are different from those produced by the more usual models. The analytic approach is easy to apply and is used to offer some interesting insights for call center queue management. We usually come across lots of complaints from the consumer when they have to contact some representative of the company by going through hours of hold time. In this crucial hour, two things play an important role, the call management and the quality of the service. If the company will have high number of abandoned calls, it means that they have a huge number of irate customers which would really think hard before going for the same company for any kind of business next time.

About this title

About the Author

Murtaza Ali: He has completed his MBIT from IBIT University of the Punjab, Lahore Pakistan. He is currently working at i2c Inc. as a Chargepack Analyst. Muhammad Kamran Malik: He is currently working at PUCIT, University of the Punjab, Lahore Pakistan. His area of interest is NLP.

Edition details

• Publisher: VDM Verlag Dr. Müller
• Publication date: 2011
• Language: English
• ISBN 10: 3639358422
• ISBN 13: 9783639358421
• Binding: Paperback
• Number of pages: 80