All FeaturesCall Center PerformanceCall Conferencing

Conference Calls with other agents: When to make them and what are the benefits?

Agents face difficulties with your customers/prospects from time to time. All the queries that come up in phone conversations are not solvable by the single agent on call. You can train your agents to note down the enquiries and respond to the client later. However, you end up reducing your First Call Resolution numbers. Customers expect instant gratification when they make phone calls and delaying that gratification is not beneficial to your business. Successful businesses solve this by having various phone teams to handle different types of customer enquiries. Using Freshcaller powered call center, your agents can collaborate with other teams, agents, or employees to assist callers. Call conferencing lets you add other agents to an ongoing call and have a multi-way conversation with the customer to address their request.

Increases first call resolution

Address every customer issue by looping other agents to the call in real-time.

Prevent multiple call transfers

Solve customer issues without routing them to multiple agents, instead, add agents to the ongoing call.

Enable great agent performance

Agents can learn problem solving and troubleshooting techniques from other agents to help tackle similar customers in the future.

Manage customers on-the-go

Even if you are working remotely or on-the-go, you can still conference available agents from anywhere in the world.

Improves agent collaboration

Agents get to collaborate with other agents from multiple locations or teams to support the end-customer.