Customer service plays a key role in the growth of any business and it is very important to keep the customer happy. Keeping the customer happy is not a simple task and minute details needs to be taken care of to ensure that the customer is satisfied. Call transfer is the process of transferring the customer call to another phone which is configured within the system.
Customers do not like it when their queries are not answered and their calls getting disconnected without a solution. QKonnect has a great feature called the In Call Transfer where in the customer’s calls are transferred to the concerned department. The calls do not get disconnected and the previous agent stays in the call till the call gets connect to the correct department. QKonnect not only transfers the calls but also the case notes taken by the agent would get transferred to the new agent.
The biggest benefits of the In call transfer is that it increases the customer satisfaction to the next level. With the agent still being on call till another agent, from a different department is connected, gives the customer a feeling of importance.
Not all agents would be able to help all the customers in the same way. There could be times when the customer would prefer speaking to a specific agent or the supervisor. In such a scenario the best way to transfer the call is though In call transfers. The previous agents can brief the new agent what the customer requires and there is smooth call flow.
Since the agent would be present in the call till the call gets connected to the other agent, ensures that the call does not get dropped. This is advantageous as there is higher chance of conversion and increase in revenue.
QKonnect transfers the case notes of the customer to the new agent and not just the call. This makes it easier for the new agent to follow notes and make necessary addition to the notes.
This feature comes along with the QKonnect with no additional cost making it very cost effective. In call Transfer enhances the customer service adding more value to your business revenue without much business investment.
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