How to identify caller needs

Last Updated : Sep 08, 2012 |

Caller needs for a particular call can be identified by any of the following methods:

  • Interpreting information that is passed from the network in the screen of DNIS digits or ISDN messages.

  • Processing Call Prompting digits, digits entered at a Voice Response Unit (VRU), or CINFO digits that are forwarded by the network.

  • Using ASAI or a VRU such as Avaya Interactive Response in a host database lookup.

To show how a call center manager matches caller needs and agent skills, let us say the call center receives inbound calls from automobile club members who speak Spanish or English. The callers, in this case, require assistance in planning a vacation route or have trouble with their car and are calling for assistance. The following table provides example associations between caller needs and agent capabilities.

Example of caller need-to-agent skill matching

Caller requirement

Capability required

Tourist information

Knowledge of the region

To speak Spanish

Bilingual

Emergency assistance

Handle stressful callers

Tow truck

Access to dispatch systems

The following list looks at the strategy of the call center manager in matching the caller needs to the capabilities of the agent:

  • Tourist information or knowledge of the region

    Travelers require information while traveling or about a future trip. All assigned agents can provide this information.

  • To speak Spanish or bilingual

    Separate numbers are published and used as part of Spanish membership information, or Call Prompting is used after a general number is dialed.

  • Emergency assistance/handle stressful callers

    Separate emergency road service numbers are published and used, or Call Prompting is used after a general number is dialed. For example, a number is provided for towing.

Note that the call center chose to implement Call Prompting to identify Spanish-speaking callers and callers who require emergency assistance. This allows for quicker and more specialized treatment and therefore better satisfies the caller needs.

In addition, some callers prefer to speak to the same agent the caller spoke to on a previous call. To accommodate this request, a call center manager can implement Direct Inward Dialing (DID) at the call center. Also, Direct Agent Calling (DAC) can be used to direct a call to a specific agent.

The following sections explain further how caller needs are identified.