Call center solutions are one of the most successful VoIP solutions in the world. There have been many changes and transformations in this solution. From simple call center solutions to intelligent call center software, it has come a long way. There are many providers that offer this Service to benefit companies, call centers, KPOs, and BPOs. Each provider offers a variety of features. If you look closely, every provider is proud of the advanced features or they never see the features they offer in their call center software. The primary use of the Zong Call Package is a solution to meet communication needs. In this article, you will learn about the 6 features of communication available in all providers, including, intelligent call services and package services.
Call Transfer Skills
Call transfer allows an ongoing call to be transferred to another agent or supervisor. This feature is usually used when the agent does not have the skills or knowledge to answer the caller’s question or concern. There are two types of call transfer software available in the call center software.
- Call transfer partner.
- Blind call transfer.
It allows calls to be forwarded when they meet the default criteria. For example, in intelligent call center software, when the call routing principle applies to a sticky agent and if the same agent is not available, the call is sent to the PRI phone number assigned by the agent.
Most Used Features
Call center retrieval is also one of the most used features in call centers. When a customer raises a concern, agents often need to stop the customer from checking the relevant information. Once the agent returns with an answer, his phone rings. Another feature used here is MoH (hold on music). When the user is paused, they listen to some music. Intelligent call center software usually has a feature that allows it to block music.
A call queue is a queue of customer calls that are on the waiting list. In any call center, there can be X agents. If the number of real-time calls is increased over the total number of agents, then those calls are added to the call queue. Callers have to wait until the agent has finished their ongoing call and the next call is available to be received. For example, if there are 6 agents and 6 calls are running. Now, if two more customers call, they will join the call queue. Zong Call Package provides the facility of conference calls at cheap rates. Conference calls are used in situations where more than one agent needs to communicate with the client.