Call Handling Scenario

Call Handling in the Virtual Environment

A customer calls the company contact number and is connected to PhonePresence Call Centre. The IVR greets the caller with a recorded announcement then offers a variety of navigation options via the caller menus. The customer selects the support department, for example, either by keypad selection or voice commands where speech recognition is in place.

PhonePresence Call Centre ascertains the next available member of the support group, based on skill set if so desired, and dials their mobile, home or office landline, or voip softphone, dependant on how they've logged into the system.

The selected support agent hears a brief whisper message, for example, "support call" and the customer is then connected to the support agent.

Call Queue

Where no-one is available to take the call, the caller can be placed in a call queue with music on hold and advised of queue position, until the right agent becomes available, or be offered the opportunity to leave a message. A predetermined queue wait period can automatically direct the caller to voicemail.

If the customer has called out of office hours, they can be directed to voicemail to leave a message for the support department specifically. The message can be forwarded as an email attachment or a paging SMS can be sent to a mobile phone.

The call can be recorded for later retrieval if needed for review by supervisors.

Agent Options

Agents have the options to transfer the call to a more suitable member of the group, or even another department if needed, with full menu and transfer options being available.

In this method staff and agents are connected into a virtual call centre with callers unaware they are being connected to an unlimited number of locations.

Hosted Call Centre Flexibility

In addition to the cost saving afforded by hosted call centre technology, the flexibility of PhonePresence Call Centre allows calls to be handled and managed in the format most suitable for company customers and agents.