Flatten peaks in call volume
Divide operators into groups and assign several tasks to each of them (i.e. inbound and outbound calls, Web chat processing, Web Callback, Email), so that you can ensure sustained agents' workload and flatten peaks in call volume. By doing this, during the period of being less busy with incoming requests, your agents will handle outbound calls. Decide on the requests to be prioritized and handled first, or pass them around to the agents. Requests can be divided fairly between the agents based on round spreading, priority, or Longest Available.
Fig. Assigning tasks to groups.
Ensure tailored service
Do your customers expect the most competent answer from an experienced agent? Now you can take advantage of both the best sales person for handling top-priority outbound calls and the best consultant for handling top-priority inbound requests, though being in the same group. To do this, each specific request has to be prioritized for the operators within the group.
Fig. Setup of priorities for every task.
Assign sub status Not Ready
Assign sub status Not Ready to separate groups to ensure best work flow implementation.
Fig. Setting Not Ready status for the group.
Analyze call routing
Analyze call routing tables displaying current input trunks, requests, groups of operators and available routes for calls. This will make it possible to identify requests that are not being processed by any group.
Fig. Call routing table.