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Automate Call Transfer

4 people managed
1 month project

Project Description

Automate Call Transfer to proper branch

When a caller calls into contact center, an SQL request into customer CRM database finds out if custommer exist, shall we keep him in queue, what message to play, what priority or shall we transfer him to the proper branch.  Staff reduction of 60%.


Lessons Learned

Don't trust manufacturer for help.  Don't trust their new products are ready for production the first year.

Highlights

under budget
received recognition / award

Difficulties

steep learning curve

Technical Skills Used

  • SQL
  • Montreal45.5088-73.5878
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