When dealing with customer inquiries and complaints, it is important for call centers to have an efficient transfer system in place. Transferring calls between agents or departments can help ensure that customers receive the best possible service while also freeing up resources on behalf of the business. By investing in a reliable transfer system, businesses can help increase productivity as well as provide customers with an improved overall experience.
Having a comprehensive call center transfer system that provides agents with quick access to caller details and records is essential. This allows agents to quickly identify which department or personnel should be handling each call while giving them the necessary information they need to deliver accurate responses and resolutions. In addition to transferring calls, such systems can also be used for redirecting clients to voicemail when appropriate so that their queries are attended to in a timely manner.
Contact Center Transfer Resources for Customer Service
Inbound Customer Service Software for Call & Contact Centers | LiveVox
Minimize wait times. Use capabilities such as Place in Line notifications, Estimated Hold Time, Customer Call Back, SMS options, and other IVR features to manage your inbound call volume.
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Interactive Voice Response, also known as IVR, is an automated phone system that can interact with people to deliver customer service over the phone, without the need to talk to a live person. This voice response system is able to provide callers with information and services or even transfer them to a live person through a process of pre-recorded voice messages and a menu of options for them to select. A virtual IVR solution utilizes an internet connection in order to make and receive calls, whereas a traditional IVR system uses a landline.
Call Center Metrics that Matter – LiveVox
The call transfer rate is the average amount of times customers get transferred to another agent or department. Agents may be transferring calls because an IVR system routed the customer to the wrong person or agents do not have the ability to resolve an issue and another agent does, along with possibly needing to escalate something to a manager. High call transfer rates may mean you need to look at processes in your call center and look towards optimizing these processes for fewer transfers.