1. Staff A dial experience center number (400-0707-388) by the mobile phone bounded with his/her branch number (cf. experience description email)
2. Staff A hears voice prompt “the number you dialed is busy now, please dial later”
3. Staff A hangs up
4. A moment later, Staff A’s mobile phone has incoming calls
5. Staff A answers the call and hears voice prompt “press 1 for internal call, press 2 for external call, press 3 for log in”
6. Staff A presses 1, and hears voice prompt “please input branch number ended with #”
7. Staff A hears waiting music, Staff B’s interface has incoming call
8. Staff B answers the call
1. Staff A dial experience center number (400-0707-388) by the mobile phone bounded with his/her branch number (cf. experience description email)
2. Staff A hears voice prompt “the number you dialed is busy now, please dial later”
3. Staff A hangs up
4. A moment later, Staff A’s mobile phone has incoming calls
5. Staff A answers the call and hears voice prompt “press 1 for internal call, press 2 for external call, press 3 for log in”
5. Staff A presses 2, and hears voice prompt “please input the number ended with #” (district number + fixed telephone number, 0 + mobile phone number)( 01068943333, 012343222323)
6. Staff A hears waiting music, Guangzhou customer’s phone is ringing
7. Guangzhou customer answers the call
1. Staff A logs in Qitongbao, and holds the “available” status.
2. Customer A dials experience center number (400-0707-388)
3. Customer A hears voice prompt “welcome to call *** service experience center, press 0 for***…”
4. Customer A inputs experience ID#, hears waiting music and entering the queue
5. Staff A’s interface shows incoming call
6. Staff A answers the call and handles customer problems
7. At the same time, Customer B dials experience center number (400-0707-388)
8. Customer B hears voice prompt “welcome to call *** service experience center, press 0 for***…”
9. Customer B inputs experience ID#, hears waiting music and entering the queue
10. Staff A is talking to customer A, and can not answer customer B’s call. But Staff A’s status bar shows the number in queue is 1
11. Staff A finishes the call with customer A, and hangs up
12. At this moment, staff A’s interface shows Customer B’s incoming call, the status bar shows the number in queue is 0
1. Staff A and staff B log in Qitongbao, and hold the “available” status.
2. Customer dials experience center number (400-0707-388)
3. Customer hears voice prompt “welcome to call *** service experience center, press 0 for***…”
4. Customer inputs experience ID#, hears waiting music and entering the queue
5. Staff A’s interface shows incoming call because he/she logs in earlier than Staff B
6. Staff A answers the call
7. Staff A finishes the call, hangs up and enters “available” status
8. Then another customer dials experience center number (400-0707-388)
9. Repeat above process, Staff B answers the call
10. Staff B finishes the call, hangs up and enters “available” status
11. Repeat above process many times. The incoming calls are often distributed to the agent with the longest “available” time.
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