What Is A Consultation Call?
In a contact center or call center, a consultation call refers to when an agent transfers a call or calls another agent for more information during a customer contact. Technically, a consultation call is a call from a local directory number made to another local directory number during inbound, outbound, or internal calls. Consultation calls can be made without actual consultation happening; they may be transfers.
Reasons Call Centers Make Consultation Calls
Here are some reasons agents make consultation calls:
To transfer the customer to another agent
To discuss a customer issue with another agent
To add a party to a conference call
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