Routing and tracking calls to an external outsourced team (V2)

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 adds this 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 call. 
  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 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 easy to set up. However, you might lose 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, name the agent with the employee name. If you do not know the names of the outsourced employees, add "Outsource agent 1", "Outsource agent 2", etc.

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

Further articles that could be useful

This article explains how to use two (or more) SIP accounts in a phone

This article explains how to add a single outsourced agent entry in babelforce, for example when you want to pass on some calls as an overflow or out-of-hours.

 

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