Suggested by Annemiek Schothorst – New
To improve the efficiency and responsiveness of customer service agents, I propose the implementation of an audible beep signal that alerts agents when a phone call connection is successfully completed and the call is about to begin. This feature will enhance the omnichannel customer service experience by ensuring agents are immediately aware of incoming calls, reducing initial response times and improving overall customer satisfaction.
Benefits:
- Improved Agent Readiness:
- Agents will be more prepared and alert, leading to smoother call openings and more professional interactions.
- Reduced Customer Wait Time:
- Immediate awareness of call connection reduces awkward silences and unnecessary wait times for customers.
- Enhanced Customer Experience:
- A prompt and professional start to the conversation sets a positive tone for the entire interaction.
- Increased Efficiency:
- Streamlining the call connection process can lead to quicker issue resolution and better overall efficiency in handling customer inquiries.
Would absolutely love this for one of our customers!
YES... we really, really want that
That would make our work way more efficient
I feel this should me a mandatory feature for any call centre telephony application, it was certainly a surprise that Dynamics does not already have it.
Currently with long connection times once an Agent has accepted a customer call (5-10seconds) it is very unclear when the audio has connected for both call parties. This has led to frustration among the staff at my company's contact centre and a less that professional experience for our customers.