You’re a contact center agent, and your day begins with a flurry of phone calls from customers asking for assistance. As each call comes in, you find yourself juggling between multiple systems, trying to retrieve caller information, log call details, and transfer calls. This time-consuming and cumbersome process leaves little room for you to deliver exceptional customer support.
Many contact center agents face this challenge daily, which negatively impacts their productivity and overall customer satisfaction levels. By streamlining call handling and ticket management within Freshdesk CTI Connector, you can easily overcome these challenges.
Freshdesk CTI seamlessly integrates your phone system, providing a unified platform that simplifies and streamlines your call-handling capabilities. It empowers your agents with the tools they need to handle calls efficiently and improve productivity over the phone.
Key Call Handling Features of Freshdesk CTI
With Freshdesk CTI, you can say goodbye to the days of struggling with disparate systems and disjointed processes. It offers a comprehensive suite of features designed to optimize your call-handling and ticketing process. Here are some of them:
⦾ Caller Identification
As soon as a call comes in, Freshdesk CTI instantly displays the caller’s information, including past tickets and respective interactions and voice logs for each customer. This allows agents to personalize conversations and provide a more tailored and efficient support experience. Equipping agents with immediate access to customer information allows them to build rapport and delight customers with their service right from the start of the call.
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⦾ Click-to-dial
Manually dialing phone numbers can be time-consuming and subject to errors. The click-to-dial feature enables agents to initiate calls right from the Freshdesk interface. Agents can simply click on a phone number within a contact or ticket, and the system will automatically dial the number, thus cutting down on dialing errors and saving time. With this, agents can focus solely on conversations and strategic tasks and not the hassle of manual dialing.
⦾ Call Logging
With Freshdesk CTI, all incoming calls are automatically logged as tickets in your system. This eliminates the need for agents to manually create tickets for each call, saving them a lot of time. Further, automatic logging of tickets ensures that all customer interactions, whether through calls or other channels, are unified within the ticketing system. This accurately-recorded information comes in handy for agents when they have to refer to previous conversations and gather relevant insights, thus enabling them to deliver more efficient and informed responses.
⦾ Real-time Call Monitoring
The integrated interface not only displays all the call metrics data like call duration and average handle time but also correlates them with individual tickets in Freshdesk, thus allowing for a comprehensive reporting of KPIs. Also, supervisors can instantly manage the agent workforce in real-time via a holistic view of live calls, call duration, etc. Supervisors can utilize the one-click controls to promptly resolve ticket escalations and enhance the overall quality of customer interactions. Real-time call monitoring facilitates better training, coaching, and quality assurance that can help improve agents’ performance and ensure consistent customer service delivery across tickets.
⦾ Call Transfers
Inefficient call transfers can cause customer frustration by pushing up wait times and connecting them to agents who have no context of the call whatsoever. With Freshdesk CTI, calls can be transferred to the right department or agent, with all relevant information, including previous tickets and interactions, seamlessly passed along, ensuring faster resolution of customer queries. This feature eliminates the need for customers to repeat themselves to multiple agents. Smooth call transfers also allow agents to handle complex queries with ease, thus cutting down on call volumes.
⦾ Call Notes and Scripts
Freshdesk CTI allows agents to take real-time notes during the call. This allows them to capture details and record any actions or commitments made. The integration of call notes with tickets allows agents to refer back to these notes when handling future interactions. Further, by allowing agents to create and access predefined call scripts, consistent and accurate information is provided to customers during interactions. Agents can refer to these scripts to address common queries or handle specific scenarios, thus maintaining a standardized approach to ticket handling and minimizing errors.
⦾ Call Queues and Routing
The Freshdesk CTI integration ensures efficient call management by routing calls to agents who possess the necessary expertise to handle specific ticket types or customer inquiries.
By aligning call routing with ticketing, agents can provide more targeted and specialized support, resulting in quicker resolutions. When calls are queued within the ticketing system, they are not only managed in a systematic manner but also given appropriate priority based on the urgency or the customer value associated with the ticket. Thus ensuring that no tickets are missed or overlooked, minimizing the chances of customer dissatisfaction.
| Explore: Reasons why you need to integrate your phone system and CRM |
Wrap up
Efficient call handling and streamlined ticket management are paramount to delivering exceptional customer experiences. NovelVox Freshdesk CTI simplifies operations, improves response time, boosts agent productivity, and elevates customer experiences. By integrating your phone system with customer support software, Freshdesk CTI elevates contact center capabilities and revolutionizes the call-handling and ticketing process.
Say goodbye to disjointed systems and embrace the power of integrated call handling and ticket management with NovelVox.
