A call center is defined as any group whose principal business
activity is talking on telephone to customers or prospects. There
is no doubt that call centers are today a booming sector in
Pakistan and all over the world. We are here to propose the most
suitable and best strategy for call center queue management. It
will incorporate important features of call center queues and it
will produce results that are different from those produced by the
more usual models. The analytic approach is easy to apply and is
used to offer some interesting insights for call center queue
management. We usually come across lots of complaints from the
consumer when they have to contact some representative of the
company by going through hours of hold time. In this crucial hour,
two things play an important role, the call management and the
quality of the service. If the company will have high number of
abandoned calls, it means that they have a huge number of irate
customers which would really think hard before going for the same
company for any kind of business next time.
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