Call centers have various teams to handle different types of customer enquiries. Agents are therefore expected to 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.
Address every customer issue by looping other agents to the call in real-time.
Solve customer issues without routing them to multiple agents, instead, add agents to the ongoing call.
Agents can learn problem solving and troubleshooting techniques from other agents to help tackle similar customers in the future.
Even if you are working remotely or on-the-go, you can still conference available agents from anywhere in the world.
Agents get to collaborate with other agents from multiple locations or teams to support the end-customer.