Preferred agent

Set a preferred agent for each client so that their calls are always directed to the right person. The customer constantly communicates with the same agent, which makes your customer support more personalized, efficient, and pleasant.

The personalized approach makes customers more happy and satisfied. To maximize your tailor-made customer service, it is important to ensure that customers are routed to the most appropriate group of agents or even a particular agent.

CloudTalk allows you to choose a preferred agent from the list of all agents and assign him to handle the client’s calls. This means that the client interacts consistently with the same agent who can provide them with quicker and more pleasant support.

You can set preferred agents anytime in customer details. Your agents can also change the preferred agent for a particular customer anytime, if necessary. 

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• Call flow designer – Create pre-defined calling scenarios based on your business needs and preferences.
• IVR – It automatizes workflows, allowing you to manage your call centre’s customer support more efficiently.
• Callback – Thanks to callback feature, there won’t be any unanswered phone calls in your call centre, because CloudTalk will automatically call your customers back.
• Automated call redirection – CloudTalk allows you to automatically redirect incoming calls to a selected phone number each time your agents are busy or unavailable during business hours.
• SMS/Text Messages – This feature allows you to send personal messages or general notifications to your customers and make your contact center work much more effective.