Call Queuing
Call
queuing feature is needed for Inbound Call centers. This feature makes
sure that caller is entertained by the system, while next agent gets
free to take his call
Following features are provided.
- Informs caller about his call is important to the company but
due to unavailability of agents his call is moving to the call
queue.
- While in the call queue, system plays automated announcements.
These announcements can be music, advertisements, company profile
etc. It is configurable.
- At the end of each announcement an IVRS is played. This IVRS
is configured to give options like Continue holding, Leave a voice
message, Get the expected time of wait period, Position in waiting
queue, or other options.
- Makes sure that call is equally distributed to the agents, so
that no agent is excessive or less burdened..
- Call is seamlessly passed to the available operator as soon
as he becomes free.
Following
configuration options are provided
- Music, while waiting can be configured, even when system is
in operation.
- IVRS options are configurable
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