Our customer service team uses Zendesk Talk to take inbound support calls and make outbound calls to our customers. Talk is incredibly simple to set up - adding a phone line to your instance and associating it with a group can be done in just a couple of minutes. Plus, the agent interface is just as easy to use - the dial pad is accessible directly from the browser, while incoming calls pop up in the agent’s workspace and, in many cases, show you exactly who is calling and what company they are from.
But even the most straightforward tools may have not-so-obvious features that can help streamline your telephone support process. Here are six Zendesk Talk tips and best practices for your agents.
- Remember to set yourself to Offline on Talk when ending your shift.
- Decline an incoming call if, for any reason, you’re unable to take it.
- Exclude tickets for missed or dropped calls from your processes.
- Set callers’ phone numbers as their direct line.
- Use wrap up mode wisely and remember to end it when you’re ready for the next call.
If you support multiple languages or countries, choose the appropriate line for outbound calls.
Remember to set yourself offline on Talk when ending your shift
Click on the Online button once to change your status to Offline
Decline an incoming call if, for any reason, you're unable to take it
Talk will automatically route the call to the first available agent , and only look for the next available agent if the first doesn’t pick up within 30 seconds. Do not wait for the allocated time to run out and the call go to the next advocate - this will increase waiting time for the customer.
Hitting the decline button will route the call to the next available agent
Exclude tickets for missed or dropped call from your processes
Zendesk Talk will create a ticket for every call , even if a call dropped, the customer hung up, or you couldn’t hear the customer/they couldn’t hear you. This way, you still have a record of the call and the ability to report on these calls. However, you may need to exclude these tickets from some of your processes, such as automated update notifications to requester or post-interaction surveying.
At Zendesk Talk, we advise our advocates to use a specific macro that prevents notifications and CSAT survey being sent to customers whose calls we did not complete.
Link to ticket will be displayed in the Zendesk Talk widget after each call
Set callers' phone numbers as their direct line
Callers may be identified on inbound calls if they’re calling from a number listed as a direct line on their user profile in your Zendesk Talk instance. Furthermore, once a ticket is created from that call, the requester and organisation will be set automatically.
In order to ensure we move towards a more predictive support model, at Zendesk, we ask that advocates set callers’ phone numbers as their direct line and check for duplicate end user records after a call to ensure better accuracy.
Ensure a phone number exists for this end user record, then mark that number as direct line
Use wrap up mode widely and remember to end it when you're ready for the next call
Wrap up mode is a functionality in Zendesk Talk that gives you time to finish up any post-call tasks once the call has been disconnected. Normally, wrap-up tasks would include logging the ticket related to that call and making phone notes, but the process in each organisation may vary. For some, it may not be needed, so, wrap-up mode could be disabled on Zendesk Talk. Ask your admin if unsure!
If using wrap-up mode, agents will need to manually exit the mode after each call. There is no fixed time period for which wrap-up mode will be activated; it's indefinite after a call and you need to make yourself available again manually. We recommend that if you have critical tasks to perform after the call, please arrange coverage with a colleague and take yourself offline.
The yellow receiver icon indicates you are in wrap-up mode. Click
Available to take new calls
to exit wrap-up mode.
If you support multiple languages, choose the appropriate line for outbound calls
If, like us, your agents speak multiple languages, or support more than one phone line, you may wish to know that it is possible to choose which phone line will be used to place an outbound call .
To this end, use the drop down menu next to the dial pad icon. It will display all phone lines set up. The customer will see the incoming call from that number. Also, ensuring the correct line is selected may help avoid higher charges if calling internationally (e.g. a call from the Spanish line to the US will cost more than a call from the English line, which is a US number).
Select which line you wish to call
. Note this drop down is not to choose which lines you’re available for!