Call center capabilities powered by Freshcaller
You can set up a custom Interactive Voice Response (IVR) to help customers navigate options and reach the right agent or team. This way, your first call resolution increases since support requests are addressed faster.
Establish a local presence and personalize your helpline number with a regional contact number using the call masking feature. Customers can contact you easily when they are familiar with local or toll-free numbers.
Business Hours Based Routing
You can create custom business hours for your global support team to ensure all calls are being answered regardless of multiple time-zones. Incoming calls during non-business hours will be recorded as voicemails.
Call Monitoring and Barging
Monitor calls that your agents have with customers and step in to provide assistance to agents when necessary. This will help you improve First Call Resolution and the overall quality of your business call centre.
Your agents can handle complex issues by adding members from different teams to the call instead of routing such calls to multiple members. With call conferencing, your agents can resolve even complicated issues over the call and prevent escalations.
After Call Work
After each call, agents can take time to add call notes and email customers with information or collect feedback. During this time, the agent will not be assigned calls or be disturbed, allowing them to deliver superior customer service.