Introduction
The Consulting Group template is one of the readily available templates in the Custom Package, this pre-built flow allows for an organization or group of people to provide their services by phone. The consulting features can be provided through any type of phone or number, for example using one of our premium-rate numbers.
Functional Description
When in search for a consult, most customers will look for support, comfort and advice. First-time callers are often not completely aware of what it is they are actually looking for, let alone which of your consultants to talk with. So they will need guidance when calling. While your frequent callers may have already build a relationship with their preferred consultants and just want to get connected as fast as possible. Consulting Group call flow template support both scenario’s.
When calling your service, callers will get a warm welcome via your personal welcome message and get a menu to choose how they would like to be connected to a consultant. The caller gets reassured they have called the right number. Via the agent availability XML it is possible to show which agents are available at this moment, so the caller can even select a consultant before calling.
Connect To a Random Consultant
When a caller is new to the consultancy service he or she might just want to talk to someone as soon as possible. The person wants to be helped, not add another question to the plate.
Connect To a Specific Consultant
A repeat caller might have built a relationship with a specific consultant. Follow up on a previous conversation, or he might have found a specific consultant via a profile on a website. In that case under option 2, the caller can submit the code of that consultant and gets connected right away. In case the consultant is busy or not logged on, the caller will be notified and can make another choice.
Consultant Introductions
In option 3 the caller can listen to a carrousel of audio messages in which available agents (consultants) explain their specialism. The caller can skip through the audio messages and select one to be connected to. So with Consult Group a caller will always be connected to the most suitable consultant as soon as possible and find the support needed.
Built-in Features
Agent Management
The Consulting Group template comes default with 50 consultant accounts. You can add or remove as many as you need. Share one account with every consultant and they are ready to start
Consultant Introduction
It is important to have good introductory messages available for each consultant. That is the consultant’s business card. Each consultant will be able to record- and re-record their own message as many times as possible. Keep it up to date with the latest skills and what is going on in the world.
Consultant Availability
Each consultant will have their own login account. With that account a consultant will be able to set his or her availability at any time. ConsultCarrousel will route callers automatically based on the availability.
Online status Visibility
Your consultants have their introduction message for callers to the ConsultCarrousel. But you are also able to create a website where each of your consultants can promote themselves and with the real-time XML feed from the ConsultCarrousel you are able to show website visitors which of the consultants are available on the phone at that very moment. Have your web developer integrate the XML feed into your website and the logged on agents have additional promotion available.
