CUSTOMER CARE TRIAGE SUPPORT

Our customer care Agents often transfer calls when it is not possible to have a first call resolution or when providing Front Desk services for a third party. Transfers happen to other departments, locations or even to a company’s internal Tier 2 who have seats directly on our platform so our Agents can see when they are available or not to efficiently transfer or escalate. There are additional scripting actions that can be included such as the capability to record a call that has been transferred in order to preserve the call history stream. If there is a delay in answering from the third party, messages can play asking the caller to please remain on the line as the transfer is happening so they do not hang up thinking the call dropped during the transfer. The ability to quickly and efficiently transfer a caller to the correct person or area greatly increases your callers satisfaction and can be measured for effect via our after call survey options.