Routing and tracking calls to external outsourced team

 

There are a few standard recommended ways to automatically route calls to outsourced agents. 

  1. Give each agent in babelforce a separate SIP ID. Your outsource partner then adds the SIP account as a separate profile in the softphone or deskphone used by the agent. This way you have full control over your outsourcing partner's performance as you can pinpoint which agent took which point. 
  2. Give each agent in babelforce a separate publicly dialable phone number. Your outsource partner provides the range of phone numbers (also called DDIs for direct dial identifiers) then routes each phone number (DDI) to whatever queue / ACD that they are using to pass the calls to their employees.
  3. Forward each call to a Transfer module. This way you don't need to create any agents. All calls will directly be forwarded to the wait queue of your call center. It's very easy to set up, however, you might loose some transparency over what's happening to your call.

In either case you just add an agent in babelforce for each outsourced team member. If you know the employee and track them directly, then name the agent with the employee name. If you do not name the specific outsourced employee, then add "Outsource agent 1", "Outsource agent 2", etc.

Note that both the above approaches will allow you to keep track of how many calls are made, you retain control of the call events, which means that you can add data to other systems (ticketing, etc.).

Further articles that could be useful

Here is an article on using two (or more) SIP accounts in a phone.

Here is an article on adding a single outsourced agent entry in babelforce. This is an example for the use case where you want to pass on some calls as an overflow or out-of-hours.

 

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