Our Contact Centre is looking to implement Personal Advisors, giving customers the opportunity to speak to their preferred advisor by entering their extension number into the call flow.
So if anyone has first hand experience and could help to highlight the pit falls to avoid or has any hits and tips it would be appreciated.
Thanks
Rob
An excellent idea. The challenge seems to be what happens when the advisor is not available.
The options to offer the caller are
1. Wait until the agent is available.
2. Speak to someone else in the same team.
3. Request a callback from the agent.
4. Leave a message for the agent.
1 and 2 are quite easy to do. 3 and 4 tend to br a bit more tricky, as you have to make sure taht the call back actually happens..
Depending upon the technology you can either use some clever technology on the main number, or you could give out the agent's own DDI number.
I hope that this helps.
You must log in to post.
