What features to look for when using call handling services?
Apr 24, 2021 18:58
Perfect call handling services are the requirement of any business to grow its graph as it provides people with the best customer experiences. However, if you are not familiar with the features of call handling services then you come on the right page as in this article we will talk about the features of call handling services.
•ACD (Automatic call distributor)
•IVR (Interactive voice response)
•Automatic screen pop
•CTI (Computer telephony integration)
ACD (Automatic call distributor)
ACD is considered as one of the essential call handling features as it works like a telephony system to direct inbound calls to the fitting agent. This feature also includes the data usage like calls handled, call period, call volume, waiting time, etc. it also provides the accessibility to the manager to get engross in call monitoring, call barging, etc.
IVR (Interactive voice response)
Like ACD, IVR also lists the important call handling feature. This feature recognizes sections and directions of callers to the suitable agent. It makes sure which department is relevant for caller demands plus also checks waiting for lines or pre-recorded messages. Most commonly in IVR set-up, the caller is welcome with greetings and then told to press 1 for billing, press 2 for sales, and so on. And then the caller is derived to the appropriate agent or department.
The call recording feature is beneficial for training newbies or monitoring calls. Through this feature, both managers and workers can record calls in the form of audio files on the server. Yet it demands high storage availability and for this purpose, third-party hosted systems are best as they manage to upgrade the size of your storage space without any difficulty.
Automatic screen pop
Automatic screen pop is the feature that shows the complete biodata of the caller such as his/her picture, home address, email address, phone number, company name, etc. this feature gives the capability to the agents to offer the best-modified experience to their callers.
CTI (Computer telephony integration)
CTI (Computer telephony integration) features utilize computer desktops to work as the telephone system. Through this feature, all the call-related purposes like directing callers to different workstations, caller info, controlling the phone system, etc can be showed on the PC’s desktop. For CTI, all you need is a USB headset to convert a normal computer to CTI.
The call monitoring feature is mainly useful for managers as by this they are able to listen to ongoing calls without caller and agent knowing. This feature is best to check the working performance of newbies and the entire team.
Predictive dialer is the feature that allows taking several outbound calls at a time. Plus workers are only linked when somebody picks up the call. This feature serves as a time saver for workers who no longer have to wait for a call to be picked up. It also ensures the availability of workers.
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