Friendly Inbound Support to Qualified Agents

 

Inbound Call Center

 

Customer service is the backbone to the success of every business. CommunicationDynamics.net knows what makes a great inbound call center service. The key to successful inbound service is having customer service representatives who really understand your product or service. CommunicationDynamics.net recruits, hires, trains, and manages these professionals for you who have the natural skills to deliver exceptional customer care while generating more revenue for your business.

All our call center representatives have undergone a training which covers familiarization with the client’s systems and processes, accent neutralization, and audio or video-based exposure to the job and the environment they are working. Whether it is telesales, customer service, order taking, issue resolution, billing inquiry, or customer care, our inbound call center services are seamless and transparent to your customers as an extension of your company. We enable you to augment your customer care expertise, so you can focus on critical activities and enjoy significant cost savings.

 

Unlike outbound voice campaigns where intelligent predictive dialers may be used to optimise agent productivity, managing inbound efficiency requires that the inbound routing be precisely and dynamically tailored to the changing operational requirements at any given time.

In addition to its highly configurable routing capabilities, Sytel's inbound software takes advantage of the full CommunicationDynamics.net feature set to provide a uniquely versatile and integrated solution to the inbound business.

This includes support for IP and TDM communications, flexible call monitoring, recording and retrieval services, campaign data handling, multimedia campaign management with efficient blending between inbound and outbound audio, email, SMS and chat.

CommunicationDynamics.net also includes one of the most powerful and easy-to-use scripting solutions available today. With the CommDynamics IVR a user with no programming experience can assemble an IVR routing script in minutes with a just few mouse clicks, using built-in pre-configured script steps.

Inbound Routing

Routing of inbound calls is determined by CommunicationDynamics.net according to:

  • the source of the call as indicated by the Caller Line Identity (CLI) information
  • the destination of the call as indicated by the Dialed Number Identification Service (DNIS)

Agents (live or virtual for IVR) may be members of any number of queues with a defined priority within each queue.

Changes to Queue Membership and ranking can be made dynamically, by supervisor intervention or automatically according to pre-configured schedules.

Skills-Based Routing

Membership of a queue or group of queues may be based on agent skill levels (absolute or relative), success rates or any other user defined measure.

This gives the supervisor the flexibility to define how agents are utilised according to their individual or group skills and performance levels without the software imposing rigid rules which limit their options.

Agents may be dynamically subscribed or unsubscribed to queues at any time, and entire queues may be brought into or taken out of service with a simple instruction. So if the operational priority changes suddenly, re-assigning resources can be as easy as switching queues.

 

 Inbound Routing

Advanced Overflow

Queues may be subsets of other queues providing a simple means of implementing 'Cumulative Overflow'.

Cumulative overflow is greatly superior to the conventional notion of queue overflow since it does not discard the 'first choice' agents but simply adds additional agents while retaining the opportunity to select a first-choice agent if they become available.

For example, the secondary queue may include IVR agents, but if a blended live agent becomes available before an IVR agent handles the call, the call will be passed to the live agent.

The figure below shows an example of a skill-based routing scenario implemented using the hierarchical queues.

Each agent is ranked according to their (language) skill to a skill set queue and the skill set queues are ranked according to their suitability to the various campaigns.

IVR agent queues have also been configured for each of the campaigns as a lowest priority option.

The IVR scripts may be configured to request information and re-queue the call, play hold music and wait for an agent to become free or schedule a callback.

All queue management parameters are defined in a single Queue Configuration window where all queue timing, priority, overflow, agent selection order, in-queue messaging, campaign blending and service level parameters are defined.

 

Figure 2 - An Example of Skills Based Routing in Softdial Contact Center™

 Skills Based Routing at CommunicationDynamics.net