Managing large amounts of inbound and outbound calls in a timely manner.Call Center Representative responsibilities include: Similar job titles include Contact Representative. Interested in learning more about Call Centers? Visit this Help Center article with questions frequently asked about the topic.This Call Center Representative job description template is optimized for posting in online job boards or careers pages and easy to customize for your company. Choose how you'd like to receive notifications in addition to the types of notifications this Call Center shares with you. You'll see a list of notifications and subscriptions at the top of the page. Enable Email Notificationsįrom, navigate to Admin Settings > Call Centers. If all Agents are listed as Off Duty, they'll be routed to the secondary handling option set by the Call Center's Supervisor. Call Centers can also allow callers to press a key to leave a voicemail.Ĭallers are redirected to the hold queue only if no Agents aren't available (such as they're already on active calls). Until an Agent takes a call, the caller will hear hold music every 60 seconds. You can select Refresh as well to get an updated view of the hold queue at any given time. Hold QueueĪgents can see a list of all calls awaiting an Agent to pick up and how long callers have been on hold for.įrom the Dialpad app, select Hold Queue. Call Center InboxĬall Center inbox displays the hold queue, live calls, Agents and their statuses, new notifications, all notifications, voicemails, and recordings. Select View Conversation during an active call and enter the message you'd like to send using the Call Center's number. Just like your personal calls, you can choose to transfer your Call Center calls with:Īgents can send and receive messages from any lines they've been assigned as Agents on. You'll see the banner at the top of your screen disappear after the designated wrap-up time expires, or when you change your availability status. Wrap-up time is the period between the end of an Agent's last call and an open opportunity to receive a new call it must be enabled by your Supervisor. If you're an Agent and place an outbound call while on duty, your status will be set to occupied (same as if you answer an inbound call) however, if you are off duty when placing the outbound call, you will remain off duty for the duration of the call. It will remain as your caller ID until being changed again.
Both primary and secondary numbers belonging to this Shared Line can be used to place outbound calls. Place a CallĪgents can place calls using the Call Center's number rather than their own direct number.įrom the Dialpad app, select Make A Call > New Call From and choose the Call Center's number from the drop-down. If you don't see the option to do this, reach out to your Admin as they have access to enable or disable call recording for Agents in a Call Center. You'll then see the option to click to restart call recording.
Call RecordingĪgents in a Call Center can stop and restart a call recording.įrom the Dialpad app during an active call, select This Call Is Being Recorded By Admin - Click To Stop. Keep in mind that you cannot block a number as an Agent only an Admin may block a number for a Shared Line.
We'll alert you via pop-up and push notification therefore, you can decide whether to stay in that state or return to Available. As soon as the call ends, you can modify your availability status again.ĭecline or miss a call, and Dialpad automatically sets your availability status to Off Duty. What you'll notice is that, while being rung and during an active call, Dialpad disables the ability to change your availability status. Select Answer and you'll pick up on behalf of the assigned Call Center in your organization. If no Agent answers, the call gets moved into the hold queue or a fallback option.Īnswer calls from within the Dialpad app or by using the floating notification. You'll need to adjust your availability status to Available and turn off Do Not Disturb mode.Ĭall Centers ring out to Agents based on routing rules, which are set by the Call Center's Admin(s). Answer a CallĮnsure that you're prepared to accept incoming calls first. Let's take a look at working as an Agent in Dialpad. Agents assigned to a Call Center are able to interact with callers in real-time, answering questions and offering assistance efficiently.
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