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Call Transfer Queue

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Dan Mehta, MBA

While working at BMO Bank of Montreal I recommended Call Transfer Queue (CTQ) which will help to improve customer conversations and will help to increase Net Promoter Score(NPS).

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Call Transfer Queue (CTQ) Created by: Mrudang Mehta
What is Call Transfer Queue? ,[object Object],[object Object],[object Object]
Current Call Routing Call goes to IVR Agent Answer’s The Phone. If Cx req. not resolved Trx to diff. dept Cx is waiting and Gets angry Nxt agent gets the call And c/h blows out of proportion NPS Survey BAD CX EXPERIENCE
CTQ Call Routing C/h questions are Answered. NPS Survey GREAT CX EXPERIENCE Agent Trx call to the Right queue so cx is Waiting for the right Department to begin with.
Who is using CTQ? ,[object Object],[object Object],[object Object],[object Object]
Benefits of CTQ ,[object Object],[object Object],[object Object],[object Object]

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Call Transfer Queue

  • 1. Call Transfer Queue (CTQ) Created by: Mrudang Mehta
  • 2.
  • 3. Current Call Routing Call goes to IVR Agent Answer’s The Phone. If Cx req. not resolved Trx to diff. dept Cx is waiting and Gets angry Nxt agent gets the call And c/h blows out of proportion NPS Survey BAD CX EXPERIENCE
  • 4. CTQ Call Routing C/h questions are Answered. NPS Survey GREAT CX EXPERIENCE Agent Trx call to the Right queue so cx is Waiting for the right Department to begin with.
  • 5.
  • 6.