Solutions: Call Center
Call center is a centralized office, that is used for retrieval and transmission of big amount of data, that comes from the phone. Call center performs a distribution of incoming call stream from the clients or potential buyers that relates to the product/service support.
Below are the tasks, that are performed by the call center on the basis of Smartswitch:
- Enqueue a new query. After the call from the client has been enqueued, client hears his position in the queue and approximate hold time (optional). Hold time is calculated basing on mean hold time, that is demonstrated by the operators of your call center. Both these announcements could be automatically repeated while client holds on. Also system might play pleasant music on your choice during hold time.
- Automatic intellectual call distribution (ACD) over the available operators. You can choose any from the ACD algorithms:
- ring all. Ring all available channels until one answers.
- round robin. Take turns ringing each available interface.
- least recent. Ring interface which was least recently called by this queue.
- fewest calls. Ring the one with fewest completed calls from this queue.
- random. Ring random operator.
- round robin with memory. Remember where we left off last ring pass .
- Call recording. Enables you to evaluate the work of the call center operators and solve questionable cases.
Fingure 1, The calls from PSTN are enqueued and distributed over operators.
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