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An agent, upon receiving a call notification through CAS, is prompted to press 1 to accept the call. This action (of pressing 1) can also trigger the call to start recording. If the agent is in an environment not conducive to a professional call (e.g., a noisy background), choosing not to respond or pressing another key reroutes the call to the callback queue. If SMS service is configured, the customer is then informed via SMS: "Your call is important to us. We'll reach out to you soon. Reply 'STOP' to cancel the callback."

 

Description

CAS intelligently handles incoming calls by offering a callback option when immediate connection with a service agent is not possible. This feature is crucial for service-oriented businesses, ensuring that customer inquiries are addressed promptly, even outside traditional working hours. Upon opting for a callback, customers are reassured with an SMS notification, confirming their request, and providing peace of mind.

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  • Callback Scheduling Notification: Automates the notification process to inform customers of their callback status, ensuring transparency and reliability.

  • Client-Side Flexibility: Allows customers to easily opt-out of the callback service with a simple SMS command, providing control over their communication preferences.

  • Administrator Control:

    • Triggering Events: Administrators can define specific triggers for sending out SMS notifications, adapting the system to various operational scenarios.

    • Tailored Notifications: Customizable SMS templates enable personalization according to the business's tone and customer service strategies.

  • Supervisor Control:

    • Remote Mobile Login/Logout: Supervisors can manage agent availability during after-hours by remotely logging agents in or out on their mobile devices, ensuring that calls are directed to the right agents at the right times.

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Supervisor-Controlled Remote Mobile Login

The CAS includes a feature that allows supervisors to manage after-hours call handling effectively:

  • Remote Agent Login: Supervisors can log in to the system after hours to manage agent availability. If a customer calls and needs to speak to someone, the call can be directed to an after-hours queue. The supervisor can then log in an agent remotely to ensure the call is handled.

    For instance, if the supervisor knows that "Cytrack" is scheduled to handle after-hours calls:
    1. They can search for Cytrack in the system.
    2. Click the three lines.
    3. Select the option for remote mobile login, and ensure that Cytrack's mobile device receives the after-hours calls.

    This setup remains active until the agent's roster period ends.

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  • Remote Agent Logout: Once the agent's after-hours shift is over, the supervisor can remotely log out the agent, using the same steps to login the agent but instead of login they can select log out agent option. This ensures that Cytrack will no longer receive after-hours calls, effectively managing agent availability and preventing unnecessary disruptions.

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Benefits

  • Enhanced Customer Experience: CAS guarantees that customers receive timely support, significantly improving their interaction with the business.

  • Optimization of Missed Calls: By converting potential missed opportunities into scheduled callbacks, businesses can maintain engagement with their customers.

  • Streamlined Operations: Automates the management of incoming calls during peak times or outside standard hours, optimizing resource allocation and agent productivity.

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