Telecommunications has been evaluating software to enable us to conduct traffic studies for departments.
With this software, we’d be able to show you how many calls you’re getting, how long you’re spending on calls, and (if the original call was not actually for your department) how and to where the calls are being transferred.
This will help in many ways:
- Setting up your menus to include skill-based routing;
- Having your menu include connection to another department if the study shows a large percentage of your calls are actually for that other department; and
- Allocating, justifying, or requesting additional staff to handle the call volume for your department.
We will let you know our progress on this!