1.2.2 - Going into details

Now that you have an overview of the basic integrations and automation you want and need, let's again boil that down to the third level and let's get to the real nasty details.

Of course, we can only look at a limited number of possibles to integrate with your CRM or helpdesk. Also, we can only make suggestion how you could for instance name a tag.

Let's take parts from the scenario defined in the previous article:

  • Each call should be represented in a ticket
  • You want to know which call was connected
  • Each lost call should be marked as well
  • Moreover, you want to make sure that agents see which customer is calling

A new ticket for each incoming call

Of course, you could use the reporting section in babelforce to get an overview of how many calls you received, however, many customers want to have all data in one place. To know exactly how many calls you received in your CRM make sure that each call creates a ticket. Those tickets should be marked as call tickets. For instance:

  • Give them a unique ticket subject
  • Add a tag (e.g.: inbound_call)
  • Add them to a group (e.g.: Inbound Group)
  • In case you use multiple external systems, you could add the tag babelforce as well

Add ticket to the customer's account

  • Make sure the ticket is attached to the calling customer
  • If the number is not matching any of your records, have a new user created

As you want to see how many calls were lost, you could also add another data point to your ticket. If you report on tags, for instance, you could add a tag call_lost by default.

The call is connected to an agent

These are the steps needed when a call is connecting:

  • Remove the call_lost tag and add call_accepted (in case you use tags for your reporting)
  • A ticket could be assigned and pushed to the agent (this feature is only available in some of the CRMs or helpdesks)

Now you know that, for instance, your agent Simon Bundling took the call. So your call counter can go up by one. Moreover, Simon knows which customer is calling and can review the customer's ticket or log history if available.

The call is not connected to an agent

There is nothing else you would need for your setup as you already added the tag call_lost the moment the ticket was created. So if a call is not connected to an agent, this tag will stay on the ticket and you can report on it. If you don't want to call these customers back, you could have all tickets automatically closed if they are not accepted by an agent.

This basic example should already make it much easier for you to setup your own automation and integration.

In the next section, we want to analyze a more complex (and more realistic) scenario. This way you will gain more insights what else is possible.

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