ACD System - http://www.ncqa.org/Programs/HEDIS/2006/Volume5/BAT/Attachment8.1.doc (MICROSOFT WORD)

Call Center and Its Definition

Call Center Consulting and Its Aspects

Global Call Center Customer Services

Call Center Consultant and Its Duties

Call Center Outsourcing

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http://www.ncqa.org/Programs/HEDIS/2006/Volume5/BAT/Attachment8.1.doc (MICROSOFT WORD)
... Complete this section for each ACD system that handles member inquiries about enrollment, benefits or claims ... An ACD system is used by the designated health plan call center ...

ACD Supervisor User Guide (PDF)
ACD Supervisor. User Guide. 92600ACDS03. ACD Group Options . . . If designated as either an ACD Group Supervisor or ACD System. Supervisor, by logging in you have the ability to: Take the ACD Group(s) out of service