Arena Material: chapter 5 - AS Nida
Arena Material: chapter 5 - AS Nida
Arena Material: chapter 5 - AS Nida
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odel 5-1: Simple Call Center<br />
etup (cont’d.)<br />
Order-status calls<br />
All the same<br />
Handled automatically by phone system<br />
– No limit on number in process at a time, except for trunk-line limit<br />
“Conversation” time ~ TRIA (2, 3, 4)<br />
After “conversation,” 15% of callers opt to talk to a person<br />
– Routed to sales staff<br />
– Sales calls have higher priority (non-preemptive)<br />
Center receives calls 8am – 6pm<br />
Must terminate arrival process at 6pm<br />
Operate past 6pm if necessary to “flush out” all calls
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