Andy Carr, founder of a small consulting firm that specializes in telephone call centers, completes the analysis of the call center for Lion Financial Services (LFS). LFS operates three call centers, which collectively has 170 agents and handle 30,000 calls a week. Agents are organized into different "pools", in accordance with their training and experience, complex rules are used to route calls between the three centers and their sub-basins. Carr's analysis and recommendations cover a wide range of issues, capacity requirements, including a mixture of agents qualifying category, training programs, promotion of the stairs, and the definition of the agent pool, called routing protocols, the potential benefits of physical consolidation, and in the first instance to the challenge "scripts" that is, the need to develop a system of LFS. Carr believes that by developing a small number of "challenge drawings," training of agents in their use, and measure adherence to the drawings in call monitoring programs, LFS can improve the quality of services it provides and lower levels of education and experience required by their call center agents . Concerns about creating factorylike atmosphere. "Hide
by J. Michael Harrison, Yuval November Source: Stanford Graduate School of Business 21 pages. Publication Date: October 16, 2003. Prod. #: OIT29-PDF-ENG
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