​​​Information Technology Services can setup a Call Centre for any department. For example, when you call the ITS Help Desk (extension 4357), you are presented with multiple options before speaking with a Help Desk Associate.

Generally, a Call Centre is used by a group of individuals responding to inquiries from a customer in order to resolve an issue, provide information, or update information for the customer. A customer may be internal or external of the organization. A Call Center may receive incoming calls or make outgoing calls.

The individuals receiving and responding to the inquiries, Call Centre Agents, may be located in a single location or working across several locations on campus, A Call Centre Manager or Supervisor is responsible for the overall performance of the group.

Our Call Centre(s) include:

• Automatic Call Distribution (ACD) – This is the primary functionality which receives intake, routes the call to an agent, prioritizes a call on hold, provides updates or music on hold while a caller is waiting, and tracks and reports the performance of the group and agents.
• Call Reporting – Call reporting may be real-time, providing Call Center Managers or Supervisors with on-demand statistics of calls being serviced, calls in queue, average wait time and other key performance indicators. Reporting may also be historical, providing a Call Center Manager with trends in order to plan for the future, and predict performance.