Response Handling For Drtv
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There are three types of contracts that can be used with a call centre, these are –
Cost per call.
Cost per order.
Cost per agent hour.
It is possible to forecast call volumes by day and time; this is done by having a good media plan. Using this information you can then plan for having a larger volume of agents in the call centre at certain times to deal with call spikes that may arise if you have a strong call to action.
If you want your customers to ask questions, place orders and be dealt with personally then you will need live agents. If you want the cheaper alternative then interactive voice recognition can be used, you will however lose all interaction with the customer and they will lose all sense of personal care for them from you. If you use live agents then they will need a good script. It must be relevant, clear and must control the call
