Inbound call routing & Management

ACD Call Routing--CRMKey utilizes a robust inbound call management module that allows calls to be routed to specific groups, agents and skill criteria. All of this is created and managed by CRMKey per client specifications. ACD or Automated Call Distribution handles the initial call either through the IVR or directly to the agent. Call routing also takes place via inbound caller ID.

Screen Pops—once a call is passed to a CRMKey agent, all of the information pertaining to the caller is presented to the CRMKey agent on-screen. This allows a warm, informative greeting to the caller and helps to solidify the relationship with that caller.

External transfers—after a CRMKey agent has spoken with and addressed a callers needs and concerns, the caller is then passed to whatever number or person desired. Many smaller companies do not have the people or resources to answer all of their incoming phone calls. However, they recognize that handling these calls is key to getting and keeping new customers. CRMKey works with small and mid-sized companies to route calls to experts based on the clients needs.

Business management and scheduling—many smaller companies do not have the manpower to handle their back-office needs. CRMKey has a skilled team of people that can design and build work flow management applications for small businesses. These can include scheduling, surveys, POS-Point of Sale systems. CRMKey can also adopt existing POS or scheduling systems and use those systems.