Voice For Pest Recommendations
Users:
It is recommended to use the VFP Call Center version to get the most out of the reporting data, have API integrations, and utilize the queues.
Masquerade will allow a Manager to log in as a user and help them with their portal.
Auto-Attendants:
It is recommended that an announcement be made, e.g., "This call will be recorded for quality assurance and training purposes," along with "press 1" and "press 2" options for new and existing customers.
Call Graph Data:
On the home page, the Office Manager can see data from the phone system:
- Peak Active Calls
- Call volume
- Total Minutes
The data will also show this month compared to last month on the left-hand side:
Call Queues:
The call queue is a group of users set up to take calls from the auto-attendant message. In our business, it is acceptable for the same agents to take customer service and sales calls.
- The recommendation is to prioritize the sales calls in the queue to ring available agents. This is done by making the agents in the customer service queue "Priority 2" and the agents in the sales queue "Priority 1.”
- It is also recommended to set up a round-robin to available agents for calls coming in, as this can cut down on hold time and call hesitancy among agents compared to "ring all," where the whole group rings at once.
- Auto-Answer can be set up to beep in the agents' ears and have them receive live calls.
- The recommended Queue Ring Timeout (Sec) is 90 seconds before the call is transferred to overflow.
- Slingshot is the recommended call overflow partner.
- The recommended Queue Ring Timeout (Sec) is 90 seconds before the call is transferred to overflow.
- Slingshot is the recommended call overflow partner.
Time Frames:
You can edit the time frames for calls coming in, which will also trigger calls to overflow. Use this area to set holidays, weekends, or other time frames.
Upon setup, VFP will walk you through setting up for overflow calls on nights, holidays, and weekends.
After any adjustment or change, testing the phone lines ensures that calls go to the proper location.
Reporting:
Detailed call reports for your VFP setup can be pulled by "asquerading" as the Call Center Supervisor for your office and clicking on "reports" on the left-hand side:
Reports can be emailed automatically to an email address of your choice daily, weekly, or monthly.