Team Relay

Team Relay works on the philosophy of establishing connections. We know that customers will value the service only if their connections are established and not when a call drops or meets a dead end. The responsibility of team Relay is to answer every call within the shortest possible time and patch it with the on-call representative of your team.

Under Team Relay service, there are following critical functions:

Hot transfers:
Team Relay executive answers the call and transfer it to the on-call representative in your team. We remain at the call till the time an active connection is established. In this, the chances of call meeting a dead end are not there.

Warm transfers:
Warm transfer is similar to hot transfer. Here, we answer the call on your behalf, ask the caller to hold the line, contact your on-call person, talk to the person and brief him/ her about the issue, and then transfer the call. The advantage of warm transfer and hot transfer is that customers need not to repeat the story again.

Cold transfers:
In cold transfer, calls are transferred to your on-call representative’s phone number. And as soon as we transfer the call, we disconnect it from our end. It means that call may meet the dead end in case of an already busy line, or if another person is not there on the seat. In certain cases, the call may also land up to a voicemail service.

Message Relay:
In message relay service, we transcribe the messages and make a phone call to your team members.

Personnel Dispatch
On the basis of the instructions that you provide, we dispatch your team member.

Paging
It is paging your team members on the basis of the instructions set by you.
The aim of all these services is to increase the bottom line of your business by bringing quality in every interaction of the customer.