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Dynamic Inbound/Outbound
Dynamic Inbound/Outbound
The definition of customer care has changed from keeping your customers satisfied on each call, to creating a lasting relationship on every transaction. Whether the call is inbound or outbound, the goal in today’s call center is to bring the correct resource to the caller.
Dynamic Inbound/Outbound is the only system that brings outbound agent resources to the correct inbound queue (i.e. the caller). This allows you to maintain your agent, group, and caller priorities while expanding your existing queue, thus giving the caller the level of skill required for a successful transaction. Dynamic Inbound/Outbound also permits call center supervisors to
handle heavy calling waves by shifting agents automatically when user defined thresholds are exceeded. Agent productivity is increased by automatically moving idle inbound agents to outbound calls if there are no calls in queue, therefore decreasing available time and increasing talk time. Also, supervisors can view all their agents in a real time and historical format from a single console. Increased agent productivity, lasting caller relationships, unparalleled
flexibility---Unlock your potential with Dynamic Inbound/Outbound.
Resource Management
Dynamic Inbound/Outbound moves outbound agents to the correct inbound queue based on pre-defined thresholds. This allows the caller to be handled by the best resource with the shortest wait possible.
Queue Management
Pre-defined queue parameters ensure that outbound agents remain in the inbound queue until the wave of callers has been handled. This eliminates the "ping-ponging" of outbound agents back and forth between multiple queues.
Agent Management
Supervisors may now view all their agents in a real time format from a single console, including agent and time status.
Supervisor Management
Combined agent reporting allows supervisors to maintain historical reports summarizing accurate agent time and calling statistics.
