Hi all,
I have a seemingly basic question in regards to our call center. We have several skillsets tied to toll-free numbers, targeting different areas of our service department. It would be great to collect two pieces of information from the caller if available, prior to delivering a call to the agent (Plan ID and Case #).
There are hundreds of Plan IDs and new ones are added everyday and the case #'s are unique and dynamically generated on an as-needed basis.
What is the best way to collect this information and get it to the rep who takes the call?
Thanks in advance!
I have a seemingly basic question in regards to our call center. We have several skillsets tied to toll-free numbers, targeting different areas of our service department. It would be great to collect two pieces of information from the caller if available, prior to delivering a call to the agent (Plan ID and Case #).
There are hundreds of Plan IDs and new ones are added everyday and the case #'s are unique and dynamically generated on an as-needed basis.
What is the best way to collect this information and get it to the rep who takes the call?
Thanks in advance!
