The article titled The Modern Call Center discusses Continental Airlines call center in Tampa, Florida. Basically, it is a combination of new online technology and standard telephony. Being an airline by trade, Continental’s call center fields about 13 million calls per year. The 700 call center agents all have access to as much information as possible to assist the customer. Anything from a reservation issue to a frequent flier points question should be answered without having to travel through the frustrating transfer process that some less synthesized centers often put customers through.
The call center is grasping some of the new and affordable web based functions available. While browsing the web a customer may click a “call back” button to signal an agent to call th
Bob is interested in an Automatic Call Distributor. An ACD would answer the call, sometimes play a recording or message, and then pass the call on to the next available agent. To ensure customer satisfaction and to minimize transfers Bob would most likely give callers a chance through key pressing to identify the reason for their call whether they would like to make a purchase, an inquiry, and so on.
Bob’s T1 would never suffice for Continental but for his Camp-o-rama it should be just fine. The article on Continental failed to discuss voice mail but I assume it is a must. Bob sees it as a must have as well. A missed phone call to Bob is lost money and he will need to minimize transfers and hold time to keep up customer satisfaction. The web based features of Continental could give Bob an idea. An online c
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