INDUSTRY · BPO & CONTACT CENTERS
Call handling for BPO & Contact Centers
The usual problem: Overflow, inconsistent quality, and scaling across many clients. Samantha answers first, works out why they are calling, and gets the ones that need a person to the right one.
ON THE CALL
What happens when someone calls
How the first layer of the phone handles a call in this industry.
- Overflow answered instead of queued
- Consistent handling across every client
- Quality scored on every conversation
- Escalation to your agents with context
What you are trying to get out of it
- Absorb overflow
- Consistent quality
- Coverage around the clock
- Stand up a new client quickly