Call center example (queue): existing customer with a wrong phone number

The Accolades interface for agents is quite flexible and allows for performing several tasks, according to the specific demands for the current call.

The following steps are just an example that can be applied in most cases. But keep in mind that there will be situations where the agent has to perform additional tasks, depending on the call nature. For a high efficiency, the agent has to be familiar with the entire Accolades interface, for the Call center agents.

The example assumes that the agent already has the Accolades Agent interface opened, from the Call Center module, the Agent option. Also, the agent needs to have a phone device attached to his account (if not, then Accolades will ask for this step to be competed, before accessing the Agent interface).

During the call processing a situation where an agent receives a call from a customer whose phone number is registered to another customer, can occur.

This can happen when, for example, customer A has been saved to the Accolades database with a phone number and, after that, customer A has given away his phone number to customer B.

When customer B calls the call center, Accolades will automatically display the customer A identity.

To fix this situation, the next three steps have to be followed:

• the phone number will be deleted from the existing identity (customer A);
• the agent will search for customer B (and if he has no records in the database, the agent can add him to the database);
• the phone number will be added to the customer B identity.

The detailed steps for the above procedure are as it follows:

• the agent phone is ringing;
• Accolades will search the database for the phone number, it will find it and will automatically display to the agent the identity info for customer A (the Identity tab);
• the agent will process the call, the customer will state the fact that he is not customer A;
• from the Identity tab, "Phone numbers" section the agent will click the current phone number (the number displayed with bold characters);
• Accolades will display the interface for editing the phone number, with several options on the bottom part, one of them being the Delete button;
• the agent will click the delete button and, after confirming the operation, the phone number will be deleted from the database (without deleting the customer A identity);
• Accolades will automatically perform a new search based on the calling phone number and, because no records will be found, the Unknown caller tab will be displayed;
• the agent can either select an existing customer, with the Select existing customer button, or add a new one, by selecting the Add new customer button;
• after the identity has been established, the agent will add the phone number, by pressing the Add ... button from the Identity tab, "Phone numbers" section.