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Subject:
routing calls to international call centers
Category: Computers > Software Asked by: ken92075-ga List Price: $10.00 |
Posted:
04 Apr 2004 23:13 PDT
Expires: 04 May 2004 23:13 PDT Question ID: 325285 |
When American enerprise companies use call centers in India do they park the call in India while waiting for a connection or is the call parked in the US and then connected when a service representative is free? For example, an American customer calls an 800 number for GE to get advice on his washing machine. The call is routed through an ACD to a group in India who know or can look up the answer. While the American customer is waiting, is the call parked at a PBX in India waiting for the next available service representative or is it parked on a switch in the US within the carriers' network and then forwarded to India when a DS0 at the agents desk is free? Thanks, |
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