Call Center Standards

[Rizi]

Hi All,
Are there any standards about Call Center Development. For example standards about different servers (Tel Server, ACD, CRM).
I need some good reference material about Call Center development standards. or any one who has practical call center development experience in various componets (TS, ACD) etc

Regards
Rizi

[Saramencia]

Hi Rizi,

I think you may specify what kind of standards: Tecnological (integration) or configuration (service level, wrap up time, routing rules).

Regards,

[Rizi]

Hi,

Thanks for the reply. In fact I need both kind of standards, but for integration I would prefer CRM Integration standards. and in configuration, standards about call supervsion, recording, agent rating mechanism and if possible about history based routing scheme.

Regards,
Rizi.

[Saramencia]

Rizi, your requeriments scared me!

I only can help you with the configuration as user (no technologically) but i need you to be more specific: Metrics, ACD configuration, etc.

Regards,

[Rizi]

Hi there,

Thanks for the reply. You don't need to scare , just Go ahead with your findings,I will filter out things my self.

Has anyone on this forums has configured IP Phones (super phone) IP Phone ? I just need to know the mechanism for configuring the IP address of the terminal.

Regards
Rizi

[Rizi]

Hi Sara,

I am waiting for your reply on CC Standards. Thanking you in advance.


Regards
Rizi

[Saramencia]

Rizi, give me your email to make you some direct questions before i start.

Regards,


my mail: saramencia@hotmail.com