Inbound – service and performance

Inbound – service and performance

We recognise that running a truly top-class inbound contact centre is tough – the balancing act between staffing levels and service levels is difficult to determine and maintain. Premier Contact Point can help by providing you with a set of business-grade tools that will deliver better service levels, more efficient use of agents and greater outcomes for your customers.

Features of the Premier Contact Point inbound suite include the following:

  • Skills Based Routing - lets you assign each agent a level to represent their ability to handle a particular type of call. Queues then look to find the most appropriately-skilled agent to take each call, so your customers will benefit from speaking to the right person, every call.
  • Dynamic Queue Prioritisation - helps you make informed decisions about how to best process calls to obtain the greatest results, based on rules you specify. Calls can be answered according to service level targets, staffing levels or a broad range of other configurable criteria.
  • Intelligent Reroute Options - give you quick and simple access to change how your calls are handled. Calls can be overflowed to other queues, passed to voicemail or sent to external destinations based on a range of criteria (including time of day, queue length, and holiday status).