An intelligent call allocation program run every morning after administrator logs in the agent availabilities for the day. This will allocate the customer enquiries for the day to available agents based on the recent past communication between agent and customers. So no more worry about assigning calls, all are automated now!
Business enquiries or telephone calls made by the customers can be created as an enquiry in the system. The enquiries are grouped under customer entry. A new customer entry will be created on first time and customer records can be reused on further enquries made.
Though business process is generalized and same across the organization, customers would expect to intract with the known persons from the organization whom they have already communicated on previous calls.
So the Automated Call Allocation process initially will check if the new enquiry received from any existing customer or not. On existing customer, the call/enquiry will automatically allocated to the agent who spoke with the customer previously.
In case the expected consultant not available for the day, it will be allocated to next available consultant.
The intelligent call allocation process of Info Lease was programmed to avoid putting burden on employees. We can configure site to set maximum calls open for a consultant at a time.