Resource Management and Excel Solutions 

for Call Centers and SME's.

ACD Planning.

Automatic Call Distribution has been around for years now. No longer do we need to have the bank of Receptionists / Operators slaving away in the back room directing calls for you. (The switch now slaves away, but I bet it's better air conditioned than the receptionists office ever was).
One of the services we can provide is an overview and audit of the core telephony. From link line to agent.
This again is aimed mainly at the smaller center that does not have the dedicated resource for this kind of operation.
At the same time smaller companies just getting to the point where someone no longer just answers the phone may find benefit looking at their processes.

Three downloads are available from this site at the moment.

1) Telephony policy guidelines.
This was written for a UK Sports Venue looking at how they used telephony and where they needed to keep track and clamp down on costs whilst boosting service levels.

2) Colours of a Call Center.
Written as a bit of fun and as an introduction to ACD Management and Resource Planning

3) Customer Satisfaction Survey.
A customer satisfaction survey that fits on a postcard