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Fairly Allocate Call Transfers to Multiple Contact Centers - Plum Voice - ContactCenterWorld.com Blog

Fairly Allocate Call Transfers to Multiple Contact Centers

Juggling Multiple Call Centers

When customers call your company, you can provide a wide range of information and services with the right IVR applications. Sometimes, however, customers have complex issues that automation can’t address. When this happens, you want to make sure that you transfer your customer to the best possible person to quickly resolve their issue.

When you have multiple contact centers this job becomes even trickier. What if one of your contact centers performs better than another one, or if you’re bringing on a new call center and want to ease those agents into dealing with customer issues?

Fairly Allocating Call Transfers

What you need in this case is something that allows you to control call allocation. For example, say you already have one contact center, but your company’s growing so you need to bring a second one online.

Splitting call transfers between the two call centers 50/50 from the get-go might not be helpful for the new facility. Instead, let’s say you want to start off sending 80% of calls to your established facility, and only 20% to the new facility.

As the agents in the new facility get more familiar with your company and your customers you can gradually increase that the call transfer split to 50/50.

Plum Routes to the Rescue

The Plum Routes tool in Plum DEV was built for this exact purpose. Using Plum Routes lets you transfer calls to multiple phone numbers or SIP end points. With the Routes tool you can create groups based on the destination telephone number. Once you’ve created a group you can then choose the percentage of calls each number in that group will receive.

Routes lets you create as many groups as you want, and you can go back at any time and adjust the call allocations or add/remove phone numbers. This flexibility safeguards your company against changes – either planned or unplanned – that could have a negative impact on your customer support offerings. So, whether you’re switching between BPO contact centers, suffering from staffing shortages, or any other circumstance, Routes allows you to quickly and easily manage call transfer allocation across multiple phone numbers.

Contact one of our business development associates to learn more.

 

Source: https://www.plumvoice.com/resources/blog/fairly-allocate-call-transfers/

Publish Date: May 17, 2018 5:00 AM


2020 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 



View more from Plum Voice

Recent Blog Posts:
Bring Your Own Telecom: Is it Worth Doing?July 26, 2018 5:00 AM
Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service ProvidersJuly 12, 2018 5:00 AM
What You Need to Know about Poor Call QualityJune 7, 2018 5:00 AM
Fairly Allocate Call Transfers to Multiple Contact CentersMay 17, 2018 5:00 AM
Making Natural Language Processing Feasible with Artificial IntelligenceFebruary 8, 2018 5:00 AM
Outsourcing or DIY? Find the Right IVR Development ApproachNovember 30, 2017 5:00 AM
IVR That Saves $5M per MonthNovember 16, 2017 5:00 AM
The Limitations of Speech Rec & How to Combat ThemNovember 2, 2017 5:00 AM
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