Freshcaller’s Capabilities for Retail & ecommerce Businesses
After Call Work (ACW)
Configure a post-call work time that your agents can use to add notes or make changes or even create a ticket for a fellow agent to follow up on.
Add calendar holidays and build workflows to tackle incoming calls even when your primary support team is out of office.
Allow customers to secure their place in a virtual queue and end the call, instead of waiting on the line until the agent is free to take their call.
Attend to incoming calls on your existing IP-enabled landlines while using the Freshcaller dashboard for transfers, notes, and other in-call functions.
Use Freshcaller’s dashboard to record calls for training and/or data logs while adhering to regulatory requirements.
Reports and metrics
Monitor incoming call volume to different numbers/groups and agent availability to plan staffing and business hours for each team.