Call Management

Distribute incoming calls to your organisation and provide the best call experience regardless of staff location and across any infrastructure. The service comprises three call management components, which can be configured according to the needs of your business.

BT smartnumbers Virtual Queue

Matching customer needs against available resources

Calls can be routed according to agent profile, skills or timetables – helping match customer needs to specific teams, opening times, or workforce schedules.

Call treatments such as advisory guidance, comfort prompts or announcements using local accents can be used to improve the customer experience.

Calls can be overflowed to additional teams at other sites to support first-time call resolution.

Voice-assisted self-service provides callers with menu options for alternative call routing.

BT smartnumbers Agent

Improving the productivity and efficiency of agents.

With BT smartnumbers, it is simple for agents to log in and log out of virtual queues when required.

They have the flexibility to manage queued calls from any phone or web terminal, as well as pick up and share voicemail across teams.

Call whispering enables the agent to answer according to inbound number, and integration with CRM applications helps provide a more personalised service to the caller.

BT smartnumbers Administrator

Providing a centralised view of agent activity and traffic conditions

Managers and administrators can use real time data on call levels and service levels to update routing strategies. Available statistics include the number of interactions in a queue, average wait times and service level adherence, which enable managers to assess activity and performance of agents and groups of agents.

How and where to deploy BT smartnumbers Call Management

The service is typically deployed by organisations who need to manage high volumes of incoming calls across geographically dispersed stores, branches, or contact centres, and who require a flexible solution which supports the receipt of customer calls from any location.

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