Improving the quality of the call processing As stated above, the call center has two main objectives: increase of processed calls or minimizing lost calls and improving the quality of the call. In some of the first or second problem may be the main one. Typical examples of call centers, in which the main objective is to minimize lost calls are paging company. The main thing for these companies - this is the challenge and handle it. It is unacceptable that a customer heard the 'busy'. Total time call processing is small, but operators of call center receives many calls. A typical example of the structure, whose primary goal be to increase the quality of call handling can be a technical support (hot line) of a large company.

The specificity of this service is a small stream of calls, but each call takes a long time, and if the client and can endure some difficulties when trying to call into the service, its poor quality service may affect related to the company, which is absolutely unacceptable. Thus, the task of improving the quality of the call is important, not less than the task to take these calls. Now I would like to dwell on improving the quality of treatment calls. Methods to achieve this, in fact, only three: * Improving the working conditions at the workplace of the operator call center. * Integration of environment operator station database company. * Implementation of additional extended service. Under the improved conditions in the workplace means the operator more comfortable setting terminals, the use of headsets, the introduction of a local computer-telephone integration.

The main purpose of improve working conditions in the workplace call center operator - is to increase the speed of processing a call by the operator by creating a comfortable workplace. By integrating the workplace environment with database operator means a global system of computer-telephony integration, integrated with the database company. The main purpose of this integration is to accelerate the operator's call center due to the acceleration obtain an operator of customer information. For example, a customer bought the company in television. His data, such as brand TV, name, address, phone number were entered into a database company. When calling customer station identified his number and route the call the call center operator, issuing on its screen, using the tools of computer-telephony integration, the type of television, a number of contract, warranty, etc. If the client is addressed to the technical support, repair record and entered into the database and if possible the next call, this information may be given on-screen operator call center. And thus increases the speed of call handling by the operator. Conclusion In summary, this paper shows that the call center provides the most effective if implemented on the basis of digital telecommunications technologies. To build the call center uses three different methods of providing load sharing between the operators and partial processing of calls in an automatic mode. Depending on the methods used can be achieved at different levels of service for subscribers, and also a different number of calls serviced by the same number of operators. Equipment call center provides the opportunity to optimize the structure of the telephone exchange by having the possibility of generating statistics report to their average over any period of time, as well as through a flexible algorithm changes call for an analysis of these reports.