Feature Request Summary:
[Zendesk Talk should improve outbound dialing functionality by either allowing admin to set up outbound numbers in categories/prioritized/alphabetized order OR match ticket field functionality where undesired choices are filtered out as agent begins to type the number they need to use.]
Our initial contact with customers is often an outbound call after we have received a request for help. The families we are calling generally do not have our contact information saved and are expecting us to reach out to them from a local number. Because of this we have a significant (and growing) number of outbound lines. At present, our agents have to scroll through the list to find the right line they need to use.
Business impact of limitation or missing feature:
This is a major pain point and source of confusion for our agents. It is a major time cost as it takes significantly longer to look for the right line than is ideal. In an effort to increase speed, there are often errors made where incorrect numbers are selected and used - these mistakes result in pain points and confusion for our customers who we are reaching out to.
Other necessary information or resources:
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