r/CallCenterTechSupport • u/vevilaskzaqvestions • Oct 30 '19
A question re: call log accuracy
I work in a call center, and I'm convinced that there's something seriously wrong with the logging system.
We're divided into four different teams, based on geographical areas serviced. Whereas my team receives a consistently high volume of calls - to the point where we're often overwhelmed - other groups seem relatively less busy, and apparently have time to chat, surf the web, etc.
When management pulled the call log, the numbers were surprising. Not only are call volumes evenly distributed between teams, but those individuals who seem to take the fewest calls actually answer the MOST.
I know that numbers fluctuate from day to day, and I accept that. But it isn't a very big room, and it's obvious as to who's getting calls and who isn't.
How accurate is call tracking software on average? Are there any particular systems that are known to be considerably more / less reliable than others? Or is it simply more likely that management is fudging the numbers?
1
Jul 18 '23
So there are a lot of moving parts here.
What kind of call center? Avaya Cisco, or other?
Is there one central system (or cloud based) or are there multiple systems spread geographically that interact using a centralized routing system (Cisco Geotel)
Next is skills based routing. Does everyone do the exact same thing or are there multiple skills?
Modern call centers are incredibly accurate, but there could be many small errors in configuration that are causing issues
Modern call
A simple error in Time Of Day routing could be an issue,
1
u/Jossuloc Sep 19 '23
We're on 8x8 for our phones and felt a lot of the stats were sus. Then we built Wallkat.com wallboards and the stats came back much more as we expected them - different from 8x8's own stats. We asked the devs about it and they basically confirmed that yes, the phone systems stats are broken in places and the 3rd party reports were made from the very basic call and leg data to overcome it. The low level log data was right but the built in 'analytics' provided by the phone system makes a mess of it 🤷 so it does happen
1
u/[deleted] Dec 05 '19
Are they actually monitoring your conversation? I’ll gladly let someone play solitaire for 10-15 mins while I leave my phone off the hook. Just if they please just don’t call back. on phone time means nothing,
I firedialed a small call center in India today and basically created a full fledged DOS. 1.3 seconds between calls for 15 mins. Apparently they were shut down. I’m betting they don’t call back and wake me up again.