Call Controls in the Call Center Solution

Posted by Mike Hussain on January 19th, 2021

Call center solutions, also known as contact center solutions if loaded with unified communication channels, are one of the most popular tools among businesses. All businesses, giving emphasis to customer care and business expansion, use this software.

Whether you are using this software and want to explore details about it or if you are looking for a reliable call center solution or you are just interested in the call center technology, reading this article will be beneficial. This article is going to share details about the most commonly and majorly used features of a call center software solution, known as call controls.

What is call control?

Once the call of a customer or a caller is connected to the agent, then the agent uses different features to control the call. These features are known as call control features. In a call center solution, there can be multiple call control features. In this article, I will cover major and most commonly used call control features.

Call hold and retrieve

When the agent needs to look for detailed information in his/ her system or needs to fetch the answer, he/she needs to put the call on the hold. When the call is put on hold, the caller or customer can hear the music on hold defined by the admin in the dialer. Once the agent completes his/ her job or if it takes too long, he/ she would retrieve the call and respond to the caller or customer accordingly. The call center software will have buttons to put the call on hold and retrieve it back.

Call mute and un-mute

These 2 features are similar to call hold and retrieve features. When an agent knows, it will not take longer or if there are any technical limitations, the agent does not put the caller or customer on hold. Instead of that, the agent will mute the call for time being while performing the action and un-mute it to respond to the customer. In this case, when the customer is put on mute, he does not hear anything except silence.

Call transfer

This feature is usually used by the agents when they do not have the required skills to handle the assigned call or when the caller or customer insists to talk to the senior. Generally, the call gets transferred to the supervisor, but in some cases, it also gets transferred to another agent who is more skilled to handle the specific call. A call center solution can have blind call transfer and attended call transfer features. In attended call transfer, the agent informs the supervisor or another agent that he is transferring the call and then transfers it. In blind transfer, he simply transfers the call to the supervisor or another agent.

Call forwarding

Call forwarding is a unique feature available in this software to ensure the incoming calls are always attended in an expected manner. In this case, when someone calls to a predefined number, the call will be forwarded to another number; here another number can be a landline or mobile phone number. This feature is usually used to attend important calls during the holidays and off hours.

Author Bio

Author works in a company that offers different call center solutions such as cloud call center solution, omnichannel contact center software, etc. The company also offers various services such as VICIDial customization, call center WhatsApp integration, etc.