Call Center

Ringostat allows you to be on the line with several people at the same time. For example, if you need to pause a customer call and call back a supplier or courier company to clarify details. You can also switch between dialogs with interlocutors with a single click.

Tap the pause icon in the app while talking to a customer. The call will be put on hold and the client will wait while listening to pleasant music. After that, you can dial any other number in the app and chat with another interlocutor. You can switch between calls and hold up to 5 incoming and outgoing calls simultaneously.

Ringostat call app allows you to easily transfer calls to colleagues. All you need to do is select who you want to transfer the call to and press the corresponding button. Direct call transfer is useful when you just need to transfer a call without checking additional nuances with other employees.

Tap the handset icon with an arrow during a call in the Ringostat app. This opens an interface with two tabs – “Employees” and “Departments”. Select who you need, either manually or using the search bar. By default, only online employees will be shown. You can also see everyone by unchecking the appropriate checkbox. Tap the three dots next to a colleague's name or department name and select “Transfer call”.

An employee does not immediately transfer the call to a colleague or department on a warm transfer, but can talk to them first. This will be useful if other employees need to be alerted to the details of the deal before connecting with the customer.

Tap the handset icon with an arrow while communicating with a customer in the Ringostat app. This will open an interface where you can select colleagues or departments. By default, only online workers are shown, but you can view the full list by unchecking the appropriate box. Click the three buttons and “Call” next to the desired colleague or department and talk to them while the client is waiting. Click the transfer call button at the top of the interface after the conversation. This will redirect the customer's call to the colleague or department you just spoke to.

This is a functionality that allows you to contact a specific employee rather than an entire department. Extension numbers can be placed, for example, on business cards or informed to customers during communication. The client only needs to enter this number in IVR to contact the desired employee.

A voice menu (IVR) must be set up to use extensions. When the customer calls, they will hear an audio recording prompting them to select the desired department. The IVR will also prompt the client to enter an extension number. The customer will enter a three-digit number and will be taken straight to the desired employee.

Groups allow you to combine the accounts of colleagues from a particular department. This allows you to transfer a call not to one person, but to an entire department. For example, technical support, logistics, accounting, etc. As a result, the customer will be answered by those who can solve his or her request.

You need to add employees in your project settings to use groups. Then you can create departments and add the created employees to them. This allows you to transfer calls to an entire department when using the Ringostat app. To do this, click on the handset icon with an arrow during a call and select the desired group. The call will be transferred to all colleagues in that department and the first available employee will answer the customer.

This is a Ringostat feature that allows you to leave a note for each call. For example, if you need to record some agreements, or specifics of the transaction, or warn your manager or colleagues who will analyze the call.

Open any Ringostat report and click on the date and time of the call to open the call card. Find the “Comments and Categories” block and type in a comment. If the report is configured to show the “Call Comment/Category” column, a yellow replica icon will be shown for calls with comments. It will be gray for calls without comments.

Tagging is the ability to assign a certain category to a call. For example, "order", "return", "wholesale", or product names. Through tagging you can assess what issues your company is most often called about. This way you can draw conclusions about which products are more in demand and whether advertising brings orders or only spam.

First, you need to set up call categories in your Ringostat personal cabinet. You can also use the universal categories available by default. The sales rep will be able to tag each call after answering the call. There are two ways to do this in Ringostat. The first way is manual tagging. After a call, you need to go to the call card by clicking on its date and time. Next, you have to select the category of the call from a drop-down list. The second method is semi-automatic. When the call ends, the employee will hear an audio message to press the number corresponding to the category of the call.

Segmentation is the ability to divide calls into different categories. This way you can understand what each call was about and which ones were really useful for your business. Segmentation makes Ringostat data even more informative.

Ringostat segments calls in several ways. First, it automatically identifies target calls — that is, calls that lasted long enough. Consequently, they were from an interested audience. The duration of a target call is customized for each business. Secondly, Ringostat allows you to categorize calls. By default, there are basic categories in your personal cabinet, but you can replace them with your own. For example, categories can be types of goods. Each category can be assigned a value. The manager only needs to mark the desired category after the call.