Transfers are a constant of contact centers’ day-to-day operation. In order for them to be expedited and better managed; it is necessary to map out a well-thought-out strategy and use appropriate tools.
Contact centers have taken advantage of technology by using it to streamline their external and internal processes. And consequently improve their service.
Some examples include predictive dialers for outbound campaigns and automatic call distribution (ACD) systems for incoming calls.
Through these functionalities, agent idle time is reduced along with wait times, which results in a good customer experience.
If, in addition to these reductions, customer information is managed appropriately. The quality of the experience is further improved, thereby offering a larger number of benefits.
For instance, contact centers that are trusted with the operation of different banking institutions or ARM agencies (such as credit card sales or collections). Just make sure to contact the right parties at the right time.
To that end, they implement software to achieve high RPC rates with great ease.
Systems that transfer calls with the aid of automated, intelligent mechanisms can increase profits by minimizing downtime and boosting agent productivity.
They can also screen out calls answered by machines or forwarded to voicemail. To guarantee that agents get to speak with a person.
Today’s customer interactions need to be immediate and valuable to contact centers.
There are some strategies that use other types of tools, like voice broadcasting, where called parties can be forwarded to call centers on-demand via keypad input or DTMF command.
In this case, companies call customers on their mobile or landline phone and deliver a message that prompts them for a predetermined key or digit to ask for live support or assistance.
This practice proves very useful in different industries as it enables to contact recipients almost immediately and directly.
Aspects to be Considered in Voice Broadcasting
Monitoring and measurement:
The first thing to consider when broadcasting voice messages and forwarding recipients to a contact center is that transfers are completed on a “blind” basis.
This means that they cannot be monitored because they are integrated into the inbound traffic of the contact center and are not differentiated from calls dialed by customers.
In transfers originated from voice broadcasting campaigns, customers must wait 40 seconds on average before they are put through to a ready agent.
Therefore, contact centers must enable all the ports necessary to handle multiple concurrent transfers first and then launch campaigns.
Contact centers are charged by each call connected and transferred from a PSTN line.
How to Improve Voice Broadcasting Campaigns
Contact centers that use cross-channel communications must take a series of steps to improve their strategy.
For example, they can reduce transfer wait times by scaling up their dialing ports or agent workstations.
They can also set campaigns to a specific schedule so transfers are not received on busy days or peak hours.
Finally, they have to feature telephone trunks for transfers, which may require them to make an additional investment.
Nuxiba developed a solution for running voice broadcasting campaigns and transferring calls more quickly and easily.
It forwards customers to agents in next no time, cuts operating costs, and provides contact centers with everything they need to communicate effectively.