Supervision

Find the Perfect Match for Your Callers

Drive customer calls to the right team quickly by utilizing time-of-day routing, skills-based routing, VIP routing, or database integrations.

  • Increase First Call Resolution. By using SUPERCALL's advanced routing feature, businesses can intelligently direct callers to the agent who is best suited to handle their call. With skills-based routing, call centers can match the right agent with the right customer, which helps to reduce handle time and increase first call resolution.

  • Give Callers the VIP Treatment. Make your loyal customers feel appreciated by directing them to a specialized team of top-performing agents. With priority routing, VIP customers can skip long queues and swiftly connect to the next available agent.

  • Improve Overall Customer Satisfaction. By utilizing time of day routing, call center managers can direct calls to specific agents based on their schedule and availability. This allows callers to be routed to the most suitable and available agents who are best equipped to address their needs. By providing a relevant and timely service experience, businesses can increase customer satisfaction.

Additional Features to Improve Your Customer Experience

Refine the Conversation

By joining live customer calls, you can not only analyze your customer service interactions but also provide coaching to your employees in real-time. With SUPERCALL's Live Monitoring feature, managers can passively participate in customer conversations and provide feedback to agents on a one-way channel, helping to improve performance and increase customer satisfaction.

Give Your Customer More Time Back in Their Day

SUPERCALL's Queue Callback technology enables businesses to improve their customer experience by allowing callers to reserve their place in a call queue and receive a callback from the team instead of waiting on hold. This feature can save customers time and eliminate any frustrating hold times that can result in a negative experience.

Personalize Every Call

By delivering personalized conversations on every call, businesses can increase brand loyalty and demonstrate their care towards their customers. With SUPERCALL's communications platform, you can seamlessly integrate your CRM, helpdesk, and other key technologies that are important for your business. Discover more about this feature.