What are Call-Groups?
Call-Groups are the easiest way to categorize different Lines of Business and ensure that agents are segregated based on their strength as well as your business needs.
If the maximum calls you receive seek support such that you need to allot a major chunk of your workforce to that group, however, you still wish to keep a select few solely for managing your marketing or sales needs, you can allot agents separately in those groups.
Another scenario - you have a few super-agents - the kinds that will be the saviors no matter what team you out them in, you might want to have them in each of the groups as back-ups or as supervisors.
Super-Receptionist's Call Centre Solution makes that super-easy. Assign as many groups as you want to each agent.
Call-Groups provide you with an excellent way to increase your overall efficiency, and provide callers a better waiting experience. Did you notice too many calls coming in and the 'Ring All' strategy seems to be failing because agents that do not answer calls sit idle? Never mind, just change the strategy of the group to 'Agent with Fewest calls' or 'Agents with Least Talk Time' and watch workload being distributed equally among agents.
In short, Call Groups helps you organize calls like never before!
Related Articles
Outbound Call Center
It is no longer sufficient to advertise & expect the market to come to us by way of an inbound call. To bridge the gap and allow customers to earn more revenue Super Receptionist allows users to do Progressive Outbound Calling as part of Outbound ...Outbound Call Center
It is no longer sufficient to advertise & expect the market to come to us by way of an inbound call. To bridge the gap and allow customers to earn more revenue Super Receptionist allows users to do Progressive Outbound Calling as part of Outbound ...How can I set up my own Call Centre?
Are you ready to let technology help magnify your team's efficiency yet? Knowlarity brings you its newest development yet - the Call Centre. Now, we know you will ask yourself, what's new about a call centre, right? Well, here comes the twist - ...In what ways can you customize the parameters of a Call Group?
Call Groups allow you to organize your agents and the calls as per business requirements. You can customize each one on the following parameters: Max-Wait time How annoying is calling a helpline only to meet the IVR that goes on and on and on... you ...How can I set Queue-strategies?
Queue strategies allow you to customize the call groups in any way best suited to your business needs. Just go to the 'Call Groups' tab on the 'Settings' page to add new call groups and customize queue strategies now.