Optimize call management and set your teams up for success with Zendesk

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Call forwarding is a telecommunications mechanism that allows a call to be transferred from one device to another . The goal is to streamline ticket management and business intelligence to resolve requests efficiently. Did you know that phone calls are still a popular option when contacting a business? A study by Zendesk showed that the volume of phone tickets increased by more than 24% in the last time. Thus, the transfer and forwarding of calls in customer service become important when it comes to offering a good service and improving the experience of your customers . In this post, we show you how to strengthen call management with forward and transfer tools. If you notice that the volume of tickets exceeds the capacity of your agents, continue reading and discover.

What is call forwarding and how does it work? Advantages of call transfer; How can call transfer be done? What is the difference between call forwarding and call transfer? What is the importance of having call forwarding software? Success story: how Avera Phone Number List boosted its customer experience with customer service software What is call forwarding and how does it work? Call transfer is a mechanism that detects the type of query that enters a call center and strategically directs it to: a specialized agent; the appropriate area or department; a waiting queue, according to your company's priority parameter. Call transfer allows agents to receive tickets that they can solve, prevents them from focusing only on simple inquiries and putting complex calls on hold. Advantages of call forwarding: optimizes call management and query resolution.



Increases customer satisfaction ; optimizes customer loyalty and retention ; reduces operating costs; reduces first response time . Take a look at the main features of call forwarding and you will understand the advantages you can get. How can call transfer be done? Random assignment While you can select a specific area or group of agents, within that selection the assignment is random. diversion time You can define how much time should elapse before the call is diverted. For example, outside of business hours, you can set the forwarding to happen as soon as the call comes in. If it is business hours, the diversion can only last a few seconds and prevents the customer from waiting a long time. priority assignment It takes into account the complexity and urgency of the query and the workload of the agents to distribute the incoming tickets and not always overload the same representatives.