Why can't anyone on the support lines transfer calls?

[aksales]

Matt,
I am really curious on why anyone I talk to at the support lines are not able to transfer calls. I had a hardware issue and a forms issue and had to call twice. Can you give us some insight on this?

Oh yea speakind of forms... Please can EZ-Forms get their own prompt??

Thanks,
-Jason

[Matt Parsons]

Jason, sorry for the delay. Got wrapped up in NADA preparations. I am not sure why they can't transfer but will ask, and will inquire about the EZ Forms prompts and path.

[aksales]

Thanks

[Matt Parsons]

Jason, here is the scoop.

First, EZ Forms does not maintain it's own prompt as the issue can possibly stem from the application (Parts, Service, Accounting) versus just being an EZ Forms issue. Over time, the Call Center has determined it is best for the application agent to diagnose the issue and then move the case to EZ Forms if that is the problem area. Would certainly like feedback if you and others feel there is a need for a seperate EZ Forms prompt.

In regards to transferring calls amongst agents. if a dealer is in a down situation, calls can be transferred, otherwise you are correct the agents are instructed to not transfer calls. When calls are transferred, it effects our ability to assess where calls are coming from and in regards to which issues (thus effecting staffing levels). In addition, our agents would need to make a warm transfer and that tends to greatly lengthen the call time period and actually slows the resolution process. This approach has been tried both ways on numerous occasions and the Call Center management team believes their data show that the current structure works best in regards to addressing client calls in a timely manner.

[aksales]

Matt,
Thanks for the info. I just know its a little bit of a pain to have to call back when you need to get ahold of a different department, but thats ok, I will survive.

Thanks again for the help.

-Jason