The term call supervision describes a process by a telecommunications switch. The switch will “supervise” the call determining if answered. If not answered, some other predetermined action ordered.
Supervision of a call center involves monitoring, evaluating, and guiding agents to deliver services to customers. Effective call center supervision requires a competent supervisor who possesses excellent leadership and communication skills to ensure agents comply with policies and procedures while delivering quality customer service.
Moreover, the supervisor must interpret data effectively, such as average handling time and customer satisfaction rate.
Supervision allowing ‘call overflow’ requires subscribing to large line capacity and technical capability. Most organizations receive toll free calls over local lines, limiting simultaneous calls to installed lines. Some purchase alternate routing, including “call forwarding”, from the phone company.
In telecommunication, supervision monitors a circuit for information about operational states of trunks and lines, such as idle, busy, seizure, and disconnect. States indicated by electrical signals depending on circuit type, equipment, and service.