Week 10(7 - 11 JUNE 2010)

Starting of this week, my colleagues and I had a meeting with my boss, Mr.Jeffrey. The meeting was intended to explain to us further about the beta testing and what other procedures needs to be taken care of before that. Below are the topics that have been covered in the meeting :

CONTACT CENTER

1. The earlier virtual contact center, UNICEED is a smaller scale of a contact center.

2. SUPERCEED is a larger scale contact center. (www.superceed.com/vcc/inbound)

CALLS

1. Call Queue : to offer customer the best waiting time possible

2. Call Distribution Strategy : a) supervise talk time (average 3 min)

                                        b) supervise the etiquette of agents

PREMISE-BASED CONTACT CENTER : Home agents ==> working from home

                                                                       ==> new concept in Malaysia.

CALL ROUTING STRATEGIES

1. Lowest talk time : next available agents

2. Fewest received calls

3. Last agent : customer calls back to the last agent they called.

4. Round Robin : a) With memory : If the queue of agents that answered the call stops halfway due to an error, when the system recovers, the calls directed to where it stops.                 

                       b) Without memory : If the queue of agents that answered the call stop halfway due to an error, when the system recovers, the calls are not directed to where it stops.

For VCC, each agent will have the specialized services. For example, Press 1  for English, press 2  for Malay and so on. Each agent will be categorized according to their specialty in certain topics and so on. 

All the configuring can be done in SUPERCEED VCC. Information such as number of supervisors, the time of working and etc. If the configuration id successful, i will be able to see a pop up on the screen stating that the process of registration is successful.

At the end of the meeting we were asked to design a call flow for the UNICEED product. This call flow then will be converted to voice using the TTS software. Other than that, we were also asked to work as a team to create possible Q&A for this product. the call flow and the Q&A should consist of details such as the preferable language, department and also other related items. 

Using the this information on SUPERCEED vcc contact center, I should be able o do the beta testing in the coming weeks.

Figure : Virtual Contact Center SUPERCEED