| 摘要 |
A call transfer process involves receiving a voice call at a call center from a caller, and initially servicing the voice call by a call center advisor. The servicing includes obtaining information from the caller pertaining to a purpose for which the voice call was made. Via the advisor, the method further involves answering at least one question pertaining to the voice call, where the question(s) is/are generated by a computer program run by a processor connected to an advisor workstation and is/are presented to the advisor on the advisor workstation during the voice call. Based on answer(s) to the question(s) and via the computer program, a particular department associated with the call center is recommended that is capable of further servicing the voice call. The voice call is transferred to the recommended department. Also disclosed herein is a system for accomplishing the same. |
