The caller gets somebody who can help.
Anyone ringing support has already had a bad morning. What makes it worse is being passed around, being asked to explain it twice, and being asked for a reference number they do not have.
For teams whose job is answering people who need help.
Four things that cost you, and what happens instead.
Every answer has a page of its own with the thing running on it. Follow any of them if you would rather see it than read about it.
Explaining it twice
The caller tells the first person the whole story, gets passed on, and starts again. By the third telling they are angry about the passing around rather than the original fault, and the person now holding the call knows the least of anyone.
Handed over, not passed on
The person passing a call can talk to the next one privately first, with the caller on hold, and only then put the two together. They can also stay on the line for a moment while all three are on it, so the story gets told once, by a colleague.
See transfer & three-wayNobody knows who is ringing
The phone rings and it is a number. Whether this is their first call or their fifth about the same thing, whether anybody promised them a callback on Friday, whether they are a customer at all: none of it is on the screen when you pick up.
You know who it is before you speak
An incoming call arrives matched to the person on the other end, so it comes up as a name rather than a number, and their record is one tap away: every previous call and how it ended, the texts, the emails, the recordings and anything anybody promised them.
See touchpointsSome questions only two people can answer
The awkward ones need the person who knows that product, or that language, or that account. The call rings at everybody's desk instead, and whoever answers spends ten minutes finding out they cannot help.
It only rings where it can be dealt with
Mark who knows what and to what level, and a queue can insist on it, so the call about that product or in that language only rings at the desks that can take it. When nobody who qualifies is free, you say where it goes instead of letting it ring out.
See skills-based routingNobody really knows how it went
You hear about the bad calls and never about the near misses. New starters get coached on whatever somebody happened to overhear, which is not the same thing as the calls that actually went wrong.
Every call read, not just the loud ones
You write down what a good call sounds like: the greeting, the checks, the things that must never be said. Calls are read against that and come back with a score and the exact words it scored on, so coaching is about a specific moment rather than a general impression.
See ai quality auditorWhat you would actually use.
6 of the platformPeople who read this usually read one of these.
By who you are
Bring us your worst call of last week.
Play us one that went badly and we will walk the same call through here: the queue it lands in, the desks it could ring at, what the person picking up would have had in front of them, and what you would have known about it by the afternoon.
14-day trial · no card · migration included