Glossary

What is Call forcing?

Routing the awaiting call to an agent who is free to receive calls is termed as call forcing. When a call centre agent receives a call but do not have the adequate agent to answer the particular request, forwarding it to an appropriate agent so that there is no risk of customer attrition is important. This process is called call forcing. The best part of this service is that unlike earlier, customers now do not have to stand in a queue of waiting calls, but get instant service as calls are forwarded to agents who can answer it on time.

Blogs

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