Inbound Calls Transferred

Definition

Definition of Inbound Calls Transferred

Inbound calls transferred is a call center term that refers to the inbound calls that a customer service agent sends to another call center. A call can be transmitted using a transfer key or a switch hook flash.

The transmitted call may be announced or not announced. If the transferred call is announced, the requested extension shall inform the impending transfer. To do this, hold the caller and dial the requested extension.

Types of inbound calls transferred 

Warm transfer. A warm transfer is where you talk to the new agent before transferring the call. You should notify the recipient agent about the caller’s problem and provide additional details before transmitting the call. Then all three parties can communicate with each other.

Cold transfer. A cold transfer is not a literal transfer. It is a pass-on of data for a caller to call a certain number after the ongoing call. 

Tepid transfer. This kind of call transfer allows the administrator of the call center to dial a number and move the caller to the call number without engaging with the third party. 

Benefits of inbound calls transferred

  • Better customer service by taking a caller to the correct location at the right time
  • Enhance productivity from agents who are only handling calls they are specialized in
  • Reduced prices from reduced holding periods

 

Definition of Inbound Calls Transferred
Definition of Inbound Calls Transferred

Outsourcing FAQ

What is Wrap-Up Time?

What is Wrap-Up Time?

Wrap-up time or wrap time is the hours consumed by the call center agent doing after-call work once the conversation has been completed. When the call is done and the client is no longer present, wrap time is still counted as part of the conversation, since the agent is still operating on the customer's demand.

While average handling time or AHT indicates the overall commitment of time, the separation of wrap time shows the customer's investment of time. By observing wrap-up time, call centers can identify which activity agents are engaging and see how to improve productivity. By reducing wrap-up time, you can control your time, your resources, and your efficiency.

Significance of reducing wrap-up time

Wrap-up time helps to identify the percentage of customer-facing contact. Wrap-up time is a part of the Average Handling Time Statistic. Ensuring that the time between calls is sufficient has two main advantages. The first is to ensure that the data that the professionals access the call center system is accurate, and the second is to remove the friction that may have a detrimental impact on results.  

Calculate wrap-up time

Wrap-up time can be measured against average handling time to see how much time agents invest talking to clients. You can measure the wrap-up time at your call center using the following formula:

Wrap-up time = handle time - (hold time + talk time)

 

What is Business Process Outsourcing (BPO)?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift in focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so.

How does Business Process Outsourcing work?

When a business engages an external specialist to manage and operate some of its internal processes, it's referred to as business process outsourcing. Such ‘processes’ include customer service, accounting and finance, or sales. It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.

Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.

What are the benefits of business process outsourcing?

There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:

Cost savings: significant savings of up to 70%, leveraging the lower global salaries Global market: access to a bigger employment pool of talent Global presence: having operational across the globe increases trade opportunities Flexible workforce: reduces internal local labour and employment compliance obligations Leverage skill: leveraging the skills of other specialist companies Focus: enables the client company to focus on their core functions

 

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing many millions of people worldwide. Some examples include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

It is common for small business owners to have a Virtual Assistant (VA) working for hem full time, remotely from the Philippines.

What are the different types of BPO?

The type of business process outsourcing can be characterised by their specialisation, location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalist, in that they offer a full range of professional services, although some specialise in certain verticals (ie accounting, or animation).

Location

Business process outsourcing typically operates form developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:

Finance and accounting: operational, technical and specialist functions Healthcare: various functions of the backend of the healthcare and health-insurance industries Creative and content: everything from post-production of Hollywood movies to newspaper and website content Tech, IT and development: network management, web and app development and maintenance Sales & customer support: ongoing sales and customer operational support and delivery Marketing: ongoing marketing, communication and branding activities Talent and HR: externalising the management of company HR, recruitment and compliance Administration: general business administration and operational activities Business Process Outsourcing (BPO) services

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 4,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.

What is Computer-Telephony Integration (CTI)?

What is Computer-Telephony Integration?

Computer-Telephony Integration or CTI is a platform that allows electronic systems to communicate with phones and other means of communication. Email, live chat, fax, and text messaging are the usual CTI platforms that people use. Many call center companies utilize call center tools with CTI functionality. CTI helps these call centers achieve a strategic advantage in their business by allowing them to take a more informed approach to communicate with their telemarketers.

The right CTI system would help the agents to save time and effort during each call phase. As a result, they will be able to keep calls, queue them, and connect using the same interface in which they manage calls.

Advantages of using computer-telephony integration

Computer telephony integration can offer more than adding telephone controls to the call center agent’s interface. CTI also offers capabilities that are at the core of operating an accessible and productive call center.

Here are some of the benefits of Computer Telephony Integration:

Easily authenticate the caller. CTI aims to verify the caller by matching the contact information they called to the records in the company's database and advanced business software. Enhanced reporting. CTI increases the efficiency of reports by allowing telephone data and the inclusion of data from software systems. Call tracking. Lastly, Computer Telephony Integration (CTI) allows managers to monitor call activities. For instance, they use CTIs respond to live calls so that they can provide support when necessary.

 

What is Speech Recognition?

What is speech recognition?

Speech recognition is a technology used in call center companies to handle incoming calls from clients. It can recognize and analyze phrases and words in spoken language or natural speech and then translate them into a format that can be understood by the system. 

Speech recognition technology is not only about understanding what the client is saying. It's about converting the information to an accessible medium. For example, converting information or data to a document format or an audio file. These new materials can be useful for other purposes. 

Importance of speech recognition

Speech recognition has a lot to offer that can be used to improve a business’ quality of service. Call centers use speech recognition technologies to recognize clients who require additional consideration, classify trends in the market, evaluate consumer behavior and buying habits, identify problematic products or services, and help low-performing agents develop their skills.

Here are the advantages of using speech recognition technologies for call centers:

Agents are capable of identifying an immense amount of vocabulary in several languages They can recognize appropriate terms and expressions Easily interpret the sound or tone of the voice, and also predict the age of callers. Letting agents from analysis or data processing activities perform other, more essential tasks. Disability-friendly for certain people who could have problems accessing buttons on touchpads.

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