Unnecessary and incorrect transfers are one of the biggest problems in large call centers. They frustrate customers and increase costs. In many centers, eliminating excess transfers can reduce agent-handled call volume by 5-10%! Unfortunately, discovering the root cause of transfers and developing strategies to eliminate them is extremely difficult. Data about each side of the transfer is typically in different systems (or with different partners!). If you can’t put the data together, you can’t determine whether the transfer was correct or successful.
In this white paper, you’ll learn how to quantify excess call volume due to unnecessary transfers in your center. And, how new technology shows you both sides of every transfer without any new hardware or software.