When your customers require personalized service from your agents, it can pose a significant operational challenge. Frequently, inbound call centres must find a balance between meeting customer service needs and efficiency. One of the ways that you can provide more personalized service to customers without incurring significant additional costs is by allowing callers to leave voicemail when agents are unavailable. Agents can then return those calls during call centre down times. This creates a more efficient use of time for both your agents and customers.
With Five9’s integrated voicemail functionality, callers can leave messages that can later be reviewed by agents and managed by administrators. Using this voicemail software, messages can be directed to a specific agent or to any agent possessing the appropriate skill. Channeling messages in this fashion can ultimately provide a more efficient resolution for the caller. When voicemails are urgent, email notifications can optionally attach the voicemail to the message as an additional alert. Software administrators can also move voicemails between agents to assure a timely response from the agent with the appropriate professional skill set.
Five9 offers a full suite of customer service management solutions that can help you improve the efficiency of your inbound call centre. To try our voicemail software, or any of our other products, contact us for a no-obligation free trial of our cloud call centre software. Once you complete your quick online request, one of our helpful representatives will reach out to you, so you can get started with your free trial right away. We can also help you with a free quote, consultation, and answers to any questions you may have about Five9’s products and services.