Voicent has just released a new feature called Dropped call roll over!
This new feature essentially allows you to specify a IVR System to pick up the call before it is dropped.
So even if all of your agents are busy you can have an automated phone system pick it up and handle them.
Before this system when no agents were available the system simply dropped the call by hanging up.
Our new Skill Based Routing allows Call Centers to optimize all traffic!
With these new features you can easily rank your agents skill level, so instead of our system transferring to the most idle agent, they will now get transferred based on the highest skilled agent available!
This skill based routing system can also be adjusted and fine tuned to your exact needs. Have a high profile client that you do not want your new agents to intercept?
We have the solution!
You can easily modify the skill based routing system to route high profile clients to agents with say, a skill level above 10. This will ensure that your high profile client gets taken care of by someone you trust!
One example of how this is being utilized for a debt collection agency is, they have their agents ranked on a skill level based on how likely they are to get the money owed to them. So in our Call Center Manager, you can set it to only route calls with debt owed higher then 5,000 to the highly skilled agents. 2,500 – 5,000 the medium skilled agents and < 2,500 to the rest of the agents.
Hello Voicent, does your software have the ability to specify multiple phone numbers for someone, and if the first number is not answered call the second number on file for them?
Yes! One of our new features is the Alternate Phone Number system, which will allow you to specify as many alternate numbers as you want.
If the system can not successfully call the first number, it will try the second, and so on and so forth.
So if your clients have home, work, and cell phones, you will have a higher chance to contact them!