What Is Call Management?
WhatIs, Friday, August 16th, 2024
Call management is a process in which inbound telephone calls are routed to call center agents. For organizations with call centers, an efficient management system is important for handling and tracking calls.
Call management is used across numerous industries to handle the stream of inbound calls. It's normally used in-house by an organization, remotely or through a third-party call center. Call management is useful for answering services, customer service, help desk, order tracking and technical support calls. It can also be used to track caller data.
Routing calls can be as simple as having the phone ring simultaneously at all the agents' workstations. Or it can be as complicated as routing the call to a specific agent after analyzing caller attributes.