Blind Call Transfers and First Call Resolution

Posted: 06/29/2016 - 10:07 | Inova Solutions
Blind Call Transfers and First Call Resolution

Most callers would prefer to get their questions answered during the initial interaction with the center.  However, even in the best run centers there are still times when knowledgeable agents need help to solve customers' issues.  The quickest path to success when these situations arise is to enlist help from a subject matter expert.  Usually, this involves a call transfer to another available agent.

"Unfortunately, not all contact centers provide agents with visibility into other agents' dispositions."

Unfortunately, not all contact centers provide their agents with visibility into other agents' dispositions.  This can result in what is generally known as a "blind transfer": sending a call to the right extension but without any knowledge of when – or if – your colleague can answer.  Sending a caller into a "black hole" can quickly turn a good experience into a bad one.

Here's an idea:  Make agent "state" highly visible to everyone in the center.  Use your real-time alerting system to display current agent "states" on large LCD screens, visible to supervisors as well as all agents.  This greatly improves the likelihood of a "good transfer" and a more satisfying experience for the caller, and likely will result in much better first-call resolution numbers for the center.

Article Type: 
News Category: