Best Practices for Call Center Success

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Best Practices for Call Center Success

• Welcome! The presentation will be starting
  shortly.

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Virtual Call Center Overview

• Steven R. Brown
• VP, Client Services, Angel.com

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Agenda

• Company Background
• Virtual Call Center Overview
• Case Study Princeton University
• QA and wrap up

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Who is Angel.com?

• Hosted IVR and call center solutions provider
• Founded in 1999 subsidiary of MicroStrategy,
  Inc. (NASDAQ MSTR)
• Over 1,600 customers in 20 different industries
• Over 10,000 applications deployed more than any
  other IVR/call center solutions provider
• Presenter Steven R. Brown
• VP, Client Services Dean of IVR University
• brown_at_angel.com, 703-269-1090
• In 6 years with Angel.com, Steve has worked with
  hundreds of businesses large and small to
  implement effective IVR and VCC applications.

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Virtual Call Center Characteristics

• Centralized (often shared) administration
• Distributed agent pool
• Geography
• Technical skills
• Subject matter expertise
• Phone systems
• Frequent updates
• Agent information
• IVR automation
• Operational budget (not capex)

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Angel.com VCC Offering

• Centralized Administration
• Point-and-click Site Builder toolkit for setup
  and administration
• Distributed agent pool
• Agents can be located anywhere, on any phone
• Skills-based routing for getting calls to the
  most qualified agent
• Agents manage their own availability (checking in
  and out via web and phone)
• Frequent updates
• Changes made with Site Builder take effect
  immediately
• Agent information
• IVR messages and call flow
• Operational budget (not capex)
• Pay-per-use model
• Free trial

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Angel.com Architecture
Outbound IVR
Customers
Toll-Free Numbers
Personalized IVR
VoIP (coming soon)
Call Routing/Queuing
Web-Based Administration
Internet
PSTN
Internet (https)
Phone Infrastructure
Web Infrastructure
Web Server
Customer Profile Order Status Payment
Capture Account Status
Employees / Departments
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Implementing a Hosted ACD at Princeton University
Implementing a Hosted ACD at Princeton University

• Jen Whiting
• Customer Service Manager
• Princeton University

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About Princeton

• Academic environment
• Historic campus
• 10,000 on-campus customers
• Facilities department maintains all physical
  space, including residential units

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Facilities Customer Service

• Facilities Customer Service Center
• Intake for all service calls from students,
  faculty and staff
• Average 120 calls per day
• Three staff members
• Open 730am 500pm

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Implementing Angel at Princeton

• On-site ACD
• Windows NT server, out of warranty
• Replacement cost of 30K
• Limited support for on-site server
• Investigated Options for Hosted ACD

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Implementing Angel at Princeton

• Selected Angel.com as preferred vendor.
• Set up a test site, demod to department
• Set up the working site
• Trained staff
• Created local backup system
• Implemented and transitioned to Angel.com

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ACD Configuration
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Questions and Next Steps

• Register now for next months customer webinar
  featuring International Republican Institute
  (IRI)http//www.angel.com/resource-center/webina
  rs.jsp
• Talk to an Angel.com sales representative, call
  1888MyAngel or visit http//www.angel.com/contac
  t.jsp
• IVR University www.ivruniversity.com White
  Papers, Articles and Webinars on IVR Design
• Thank you!