Smart Call Routing
VAgent performs smart call routing where the caller chooses certain options in the IVR and the call gets routed to the right department. Another form of smart call routing is when the software identifies the caller and routes the call to the concerned department. The software would be able to identify the caller based on the information that is stored in our database for example customer ID or case number.
Smart Call Routing helps to increase customer satisfaction and over all call efficiency. It is really simple to set up the configuration and rules of routing and can be modified according to the growing change within the organization.
Customers prefer a simple system that answers their calls in a timely fashion and an IVR without a complex menu option. They also do not prefer to be kept on hold for a long period of time. With the VAgent and the various features it offers especially the smart call routing provides the customer the best of a kind experience as there is no long hold time as calls are routed to the right team within no time.
All the agents would be utilized properly and the VAgent would ensure that the calls are routed to the agents as per an algorithm. Every agent would get a call in a certain order so that no agent would be overburdened and no agent will be underutilized. With this effective management of the resource help agents to asset the customers well as they would get sufficient time between calls and would not be overburdened.
Setting up the VAgent can be done quickly and in no time and also it is very cost effective. Since the VAgent has the smart call routing feature, every call is captured by the system and routed to the agents. With no call drops, there is no revenue loss and since the setting up is also simple, VAgent is very cost effective option for businesses.
Vagent provides the smart call routing feature in the IVR. Here all the calls are routed to agents. Suppose the call volume increases on certain days, the business can make appropriate changes in the system and ensure that more agents are added and on days when there seems to be a lesser call volume, the business can again make necessary changes easily. The main aim is to ensure that there is no call drops and the customer gets connected to the agent quickly. A notable factor is that depending on the business expansion the VAgent can accommodate the changes quickly without a hassle.
A few of our very wide list of clients whom we have served & managed.
We offer customize plans based on your requirements.