Business Systems 13

hang up transfer

Call Centre Helper Forum » Technology

(3 posts)

Hi

Don't know if the technology exists but does anyone know if there's a way to auto transfer a call when the original call has ended, for example:

If a rep rings my office wanting to speak to sales, while they are queuing they have the option that when the call ends they can be transferred to another department without the original agent manually transferring them, i.e : while the rep is in que he is given the option of being transferred to another department by pressing 1 when the original call ends, when the call ends and the agent hangs up the rep stays on the line and is transferred to the other department. Hope that makes sense!!

Posted 10 months ago

Hi rob,

that all sounds rather complicated and potentially the cost of any technology capable of doing this would be too high for the number of callers wishing to use this option?

When I have called Talk Talk about my broadband they ask you to stay on the line at call end to do a short 3 questions cust sat survey - which suggests to me what you ask probably is possible..........

Posted 10 months ago

I know of affordable solutions that do the following:

1. Call lands on a rep.
2. The rep speaks to the person calling.
3. Chooses a "Dispostion" and completes the call.

An "Action" can be defined on the disposition to transfer the call to a particular skill or back into the queue where the customer can hear the same IVR and choose his/her option.

You original requirement is doable to, but I think that would incur a significant cost and no one offers this as a default functionality.

Posted 9 months ago

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