Abc has an in-bound call center which handles an average of 10,000 calls per day,
in response to order inquires from their catalog business. A project has been
initiated to ensure that increases in call volume (resulting from a new marketing
strategy) can be handled by the call center's technology platform, which is a
software-based telephony solution. The current system does not allow real-time,
or even near-real time monitoring of call volume data. It only provides weekly
summary information, for the previous calendar week. As such, the team has
identified the following risk condition: Target call volumes cannot be accurately
forecast by the system. Which actions will mitigate the stated risk condition?
(Choose two)
A. Install a server form to provide load balancing.
B. Perform a server consolidation to increase capacity.
C. Modify current system(s) to allow real-time tracking of call volume.
D. Purchase and integrate a tool that uses predictive modeling to accurately
forecast call volumes.