The diagram below summarises the automated call-handling available in a standard babelPro account. Smaller contact center teams or sub-groups within larger teams usually configure their IVR using this set of apps or modules.
The core call handling is as follows:
- If agents are available, then welcome the caller and put the person almost immediately through to the agent
- If agents are not available, then offer an alternative to allow the caller to leave information, e.g. request a call back or leave a voicemail
In addition, there is the ability to activate a module to allow callers to opt-out of call recording. This is to allow you to be compliant in certain territories.
When a call lands in the agent queue all phones of available agents ring until one agent takes the call. If you integrated babelforce with a helpdesk, then the agent who answers the incoming call will receive a call ticket at the same time.
- Find out how to setup your first call flow here. A more advanced approach, also checking opening times, etc., you can find here.
- A general introduction to Simple Menus can be found here. They support you to setup basic IVR structures.
- For more advanced settings that allow more flexible IVR structures, continue reading about Input Readers.
- For an overview on how to design your call flow best, continue reading this article.
If you require a different call-handling (e.g. IVR menus that influence routing, group and/or skill-based routing to agents and/or web to call center integration, ...) feel free to try these as well. babelforce is a completely programmable contact and service solution: if you can imagine it, you can do it :-)