Fidelity management call center networks ACDs nationwide.
Summary
Fidelity Investments networks automatic call distributors
Fidelity Investments Inc installed four automatic call distributors with Rockwell Resource Management Center (RMC) telephone management software to manage their 80,000 calls per day load, knowing that a lost call is a lost sale. Customer calls are now handled more efficiently under heavy call load. Each call center can look at other call centers' traffic loads and agree to operational changes, thereby smoothing out any call overflow. As the call traffic flattens out, so do the staffing levels across the network, thereby reducing Fidelity's hiring costs. The RMC gives center managers detailed reports concerning system maintenance allowing them to re-route resources. The system allows changes to agent and trunk assignments to be made for all centers to better respond to call traffic.See the full content of this document
Extract
Fidelity management call center networks ACDs nationwide.
In the heart of Boston are the buildings comprising the nation's largest privately held financial investment company, Fidelity Investments.
Today, the firm's nationwide system of four automatic call distributors (ACDs) handles an average of nearly 80,000 calls per...See the full content of this document