|
Early in each client relationship, IBN develops
baseline historical and projected call volumes utilizing information
provided by the client. From this data, trends are developed based
upon time of year, promotional drops, days of the week, and specific
times of the day. Call volume statistics generated from a client's
marketing analyses are then plotted for the life of the
promotion.
Call volumes are distributed through these
periods on a monthly, weekly, daily and half-hourly basis. At the
conclusion of this process, training and staffing requirements can
be determined to satisfy client and customer expectations.
IBN
manages the number of telemarketing associates on an hourly basis as
the call volume dictates. Each member of the call center management
team is provided with Call Management System (CMS) terminals to
review call volume in a "live" environment and allocate staffing as
required.
In the event that call volumes increase on short
notice, IBN attempts to staff according to revised projections via
crossed-trained agents and by increasing agent hours. IBN also
employs an "agent on call" pool that can respond within hours to
unforeseen needs.
|