Customer journey in Bonga Cloud refers to the process that a customer goes through when interacting with the call center. It includes all the touchpoints and interactions the customer has with the call center, from the initial contact to the resolution of their query or issue. The customer journey can vary depending on the nature of the call center and the type of interactions it handles.
¶ Scheduled Callbacks
This is a feature or process where agents agree to contact clients at a specific time in the future. This arrangement is typically made when the call center is unable to resolve an issue or address a customer's request during the initial call.
The report provides a comprehensive callback schedule of all appointments scheduled within Bonga Cloud, along with their respective statuses.
¶ Blacklist
The blacklist refers to a list of phone numbers or customers that have been identified as undesirable or have indicated not to be called by the relevant organization. Bonga Cloud uses blacklists to filter out or block specific phone numbers from making or receiving calls.
¶ IVR Hits
An IVR hit refers to a call that successfully reaches and engages with an IVR system BUT is not terminated to the available queue. This could represent a missed sale/feedback/opportunity from your callers.
¶ IVR Tracker
The IVR Tracker collects and analyzes data related to the IVR system's performance and efficiency, as well as customer interactions. This data can be used to evaluate and improve the IVR system's effectiveness in handling customer inquiries, routing calls, and providing self-service options.
