Nortel Networks P0605665 03 User Manual
Chapter 17 Examples of Call Center configurations 223
Nortel Networks Call Center Set Up and Operation Guide
Professional Call Center with Reporting
A year after they installed Basic Call Center, Mosaic Hardwood Flooring moved to a larger
location and expanded their team to 33 members. They also now have one PRI trunk, which lets
them handle more calls. Mosaic wants to upgrade their Call Center to keep up with their increased
call volume. They want to be able to direct calls to sales, customer service, preferred customers,
and installation bookings. They want to track how many of each type of call is being received each
week, and they want to tell callers on hold what the Expected Wait Time is.
location and expanded their team to 33 members. They also now have one PRI trunk, which lets
them handle more calls. Mosaic wants to upgrade their Call Center to keep up with their increased
call volume. They want to be able to direct calls to sales, customer service, preferred customers,
and installation bookings. They want to track how many of each type of call is being received each
week, and they want to tell callers on hold what the Expected Wait Time is.
Mosaic now has seven on-site and two off-site sales representatives. There are two staff members
who book installations and two staff members who track service requests. The installation team
has expanded to 20 members.
who book installations and two staff members who track service requests. The installation team
has expanded to 20 members.
Three senior sales people handle the preferred customers calls. Only the sales people take
sales-related calls. Installation bookings calls are handled by the installation booking employees.
Service requests are handled by two service request employees and any of the installation team
when they are in the shop.
sales-related calls. Installation bookings calls are handled by the installation booking employees.
Service requests are handled by two service request employees and any of the installation team
when they are in the shop.
Here is how Mosaic configures their Professional Call Center:
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