Interpret automatic call distribution data

Interpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.

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skill/competence

cross-sector

Interpret automatic call distribution data is an essential skill of the following occupations:

Call centre supervisor: Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Call centre manager: Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.

Interpret automatic call distribution data is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.

Service manager: Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.

References

1. Interpret automatic call distribution data – ESCO