2.1 - Going into details

Christina Dechent
Christina Dechent
  • Updated

Now that you have gained an understanding of the fundamental integrations and automation requirements, let's delve deeper into the specifics and address the finer details.

Please note that we can only explore a limited number of possible integrations with your CRM or helpdesk. We can offer suggestions on naming conventions, such as creating tags.

Let's consider the scenario outlined in the previous article:

  1. Every call should be logged.
  2. Agents should have visibility of the customer making the call.
  3. Identify successfully connected calls.
  4. Identified lost calls.

1. Every call should be logged

While you can utilize the reporting section in babelforce to obtain an overview of call volumes, many customers prefer to have all data consolidated in their CRM. To achieve this, it is important to ensure that each call generates a call record (might be a ticket or log, depending on your system). These records should be categorized as call events. For example:

  • Assign a unique subject.
  • Add a tag (e.g.: inbound_call)
  • Associate them with a group (e.g.: Inbound Group)
  • Optionally, if you are using multiple external systems, consider adding the tag babelforce as well.

2. Agents should have visibility of the customer making the call

It is crucial to link the call record with the corresponding customer. If the caller's phone number does not match any existing user records, a new user profile should be created. Additionally, to track lost calls, you can incorporate an additional data point in the record. For example, by default, add a call_lost tag if you are reporting based on tags. You can also fill fields with relevant information.

3. Identify successfully connected calls

The following steps could be done when a call is successfully connected:

  • Remove the call_lost tag and apply a call_accepted tag.
  • Assign the record to the respective agent (availability of this feature depends on the CRM or helpdesk system).
  • Now, you have valuable information such as name (e.g., Simon Bundling) of the agent who took the call. This way number of taken calls can be counted by agents. Furthermore, Simon can view the customer's previous contacts with your customer service and log a call history in the record.

4. Identify lost calls 

Since you have already added the call_lost tag when the call record was created, there is no additional setup required. If a call is not connected to an agent, the call_lost tag will remain on the recod, allowing you to generate reports based on this information. If you choose not to contact these customers, you can automate the closure of records that are not accepted by an agent.

By following this basic example, you will find it significantly easier to configure your own automation and integration processes.

In the next section, we will analyze a more complex and realistic scenario, providing you with further insights into what is achievable.


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