Call Profiling & Distribution
Optimizing the customer experience by targeting calls to agents most likely to resolve an issue is facilitated by Delta On-Call’s profiling features. Calls can be directed by physical resource such a trunk group, wireless or wire line calls, DNIS or ANI. On-Call additionally allows managers to be far more creative by grouping “Call Types” for skills-based routing, geographic call handling, and for triggering call & screen recording or pre-queue announcements.
Over 350 profiling templates are included, allowing managers to tailor call handling with granularity that includes customer satisfaction, audit confidence and billing. For example, a profile might include directing contacts based on number called to a specific agent pool, defining seconds to answer before re-queue and triggering call & screen recording.
Direct customer contact with more intelligence across a pool of distributed agents to improve call handling with Delta On-Call. An ability to positively impact customer satisfaction via call profiling and management visibility is supported by:
- Skills-based Routing – Identify caller via reverse ANI lookup to match need with agents best suited to respond. Transfer calls to agent pools with reporting to identify call handling metrics.
- Geographic Distribution – Automatically identify where a call is originating to best transfer to an agent within that region.
- Profile Flexibility – Utilize over 350 Call Type templates or create custom Call Types with the On-Call Wizard.
- Message Personalization – Trigger pre-queue or in-queue announcements based on where a call is coming from, what product or service is associated with a specific ANI, or if a wireless call is in process.
- Supervisor Visibility – Identify when to apply call and screen recording. Allow supervisors to listen and watch in real-time with an ability to become involved in a call at any time.
- Desktop Efficiency – Launch a specific URL at the agent’s desktop or automatically start a CRM screen such as Microsoft Dynamics or salesforce.com.
- Multi-Channel Control – Enable SMS messaging between agent and caller based on a call profile.
- Billing – Automatically apply billing rules based on call origination, agent handling rules, and a wide range of parameters tracked by reporting for billing requirements.