Efficient Call Routing
Call routing can be used to more efficiently use staff resources. Calls or emails can be routed:
- To specific agents based on pre-established criteria (e.g., the longest waiting call or email message is routed to the next available agent).
- To the agent most qualified to answer a call (e.g., agent who is fluent in Spanish, a person who is an expert in a certain area answers technical support calls for that area).
- Based on the campus telephone number dialed.
- Using the Auto-Attendant feature relying on one or more of the following methods:
- Caller self-service, in which the caller interacts with an automated answering system using the telephone keypad. (Great for frequently requested information such as mailing address, deadlines, or directions to an event.)
- Calls handling based on time of day and/or day of week
- Special announcements for University holidays.
ReportsWith the Reports function, you can generate reports on system and user performance, service-level quality, and overall business processes. More specifically, reports can provide answers to the following typical types of questions:
- When do we receive the most phone calls?
- How many calls were answered per agent?
- Who is answering the fewest calls?
- How many people called our main telephone number?
- How long do callers wait for agents to answer their initial calls?
- How many people called in response to the new marketing campaign?
Supervisory tools enable comprehensive monitoring and coaching of agents.