Never miss a call. Most of our clients have one (or more) internal contact centers. We work as an extension to your contact center to ensure that all inbound calls are answered. These services can cover the hours your centers are closed and overflows during business hours. This plug-in service helps to overcome a key contact center service issue for our clients: We staff for the peaks, so you don't have to.
The most important lesson is not to make the mistake of rerouting calls to anyone who is not trained to handle them. In the rush to lower call wait times, managers sometimes adopt an ‘all hands to the pumps’ attitude. However, reducing the queue should not be considered an end in itself, and if the advisor on the line is not competent to the task, they are not helping anyone.