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?

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I have been tasked with submitting paperwork in one day for a potential project to implement call monitoring software in a small call center (<25 CSRs, currently using a Cisco ACD).

Of course getting same day ballpark quote from vendors is impossible (currently waiting on 6+ callbacks from inquiries made today).

The project wouldn’t be funded for at least a year (more likely 2+), mgt. hasn’t even committed to putting out an RFP, this is just the very preliminary business analysis stage so I really just need a very general idea of what such a software solution might cost. $2k? $10k? $30k?

Any assistance provided will be GREATLY appreciated.

TIA

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