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Call Transfer Queue


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While working at BMO Bank of Montreal I recommended Call Transfer Queue (CTQ) which will help to improve customer conversations and will help to increase Net Promoter Score(NPS).

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Call Transfer Queue

  1. 1. Call Transfer Queue (CTQ) Created by: Mrudang Mehta
  2. 2. What is Call Transfer Queue? <ul><li>Call Transfer Queue (CTQ) is a process which sorts the caller from IVR. </li></ul><ul><li>CTQ answer calls right away so callers do not have to spend more then require time on IVR. </li></ul><ul><li>CTQ will help to redirect the call to correct department from the beginning so customer call transfers will be suppressed. </li></ul>
  3. 3. Current Call Routing Call goes to IVR Agent Answer’s The Phone. If Cx req. not resolved Trx to diff. dept Cx is waiting and Gets angry Nxt agent gets the call And c/h blows out of proportion NPS Survey BAD CX EXPERIENCE
  4. 4. CTQ Call Routing C/h questions are Answered. NPS Survey GREAT CX EXPERIENCE Agent Trx call to the Right queue so cx is Waiting for the right Department to begin with.
  5. 5. Who is using CTQ? <ul><li>911 </li></ul><ul><li>Rogers Communications </li></ul><ul><li>TD Insurance </li></ul><ul><li>ADT Security Dealers </li></ul>
  6. 6. Benefits of CTQ <ul><li>Customers will enjoy more personalized experience. </li></ul><ul><li>Frustration level will not increase as use of IVR will be minimal. </li></ul><ul><li>Most of our callers are seniors and they will appreciate the simplicity of speaking to an agent rather than IVR. </li></ul><ul><li>Customers will be in the right queue for right department so FCR will be increased. </li></ul>