The ability to collect data during the client-CSR interaction in the call center ACD is a very powerful feature. This data can be used for quality assurance purposes, can be leveraged in reports to track call progress, and can be used to help confirm or deny any disputed responses. In Indosoft’s Q-Suite, this data can be gathered using custom fields.
Custom fields can be of the following types:
- Textual
- Numeric
- Checkbox
- List of Values (ie. dropdown)
- Textarea
- Date
- Calendar
When any and all desired custom fields have been created and configured, they can be incorporated into the agent scripts via the script builder. These fields will typically be presented to the agents as questions to ask the caller. The agents then enter the appropriate responses into the fields, which will get stored and related to the caller’s history.
Capturing accurate and relevant information during the duration of a call in an Asterisk based call center is paramount to maintaining confidence with your customers. Happy customers are loyal customers and ensuring that their data is properly handled will solidify a long-lasting relationship.