LYCOS RETRIEVER 
Call Center: Callers
built 132 days ago
Call centre staff are often organized into a multi-tier support system for a more efficient handling of calls. The first tier in such a model consists of operators, who direct inquiries to the appropriate department and provide general directory information. If a caller requires more assistance, the call is forwarded to the second tier, where most issues can be resolved. In some cases, there may be three or more tiers of support staff. If a caller requires more assistance, the caller is forwarded to the third tier of support; typically the third tier of support is formed by product engineers/developers or highly skilled technical support staff of the product.
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The HMO began searching for a call center outsource partner after a troubling conversion to a new computer system and the acquisition of a large new client with thousands of new members. The result was a flood of member calls that overwhelmed the telecommunications system, increased caller wait times, contributed to high call abandonment rates, and produced sharply lower member satisfaction scores.
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MISS DIG - one of the country's first one-call centers - was established in 1970 to prevent damages to underground gas, electric, telephone, water, sewer and storm lines and drains. It's open 24-hours a day, seven days a week, and handles an estimated 800,000 calls a year. Callers have reached MISS DIG by dialing (800) 482-7171, and Fournier noted that this number will continue to be active in addition to 811.
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