We're excited to introduce a new Call Center add-on for Onflo (formerly Let's Talk!) which allows you to integrate your district's call center into Onflo — your comprehensive customer service solution.
Call Center allows your team to take incoming calls, make outgoing calls, and manage call and phone agent queues. Call Center includes Basic Telephony features, plus additional features like round-robin agent queues and IVR routing to maximize your phone management experience.
Here’s an overview of the difference between Basic Telephony and the Call Center add-on:
Basic Telephony
The Basic Telephony feature allows you to:
- Enhance phone management by handling inbound and outbound phone calls and sending and receiving text messages through Onflo
- Use text-to-ticket to send and receive text messages through the Onflo ticket interface
- Customize the phone and text customer experience with simplified settings to manage the phone and text workflows, greeting messages, and text replies
- Answer calls via a phone agent, with VoIP (Voice over Internet Protocol) which means no additional telephony hardware is required
- Add up to 10 phone numbers with the ability to add additional phone numbers for an extra fee
Call Center
The Call Center add-on* includes Basic Telephony functionality, plus the following features:
- Round-robin phone agent queues, which ensure customers get to a human quickly and no one person is overloaded with calls
- Interactive Voice Response (IVR) routing which allows customers to interact with a menu using the keypad on their phone to find the right department
- Advanced Call Center management features that allow team leaders to easily manage queues, change phone agent statuses, and listen or join an existing call with call monitoring features
- Detailed reporting to help you understand call center operations including the customer experience (CSAT and wait times), agent performance, and call volume
- Agent Status Report to spot patterns in agent call availability and call durations.
- Create as many phone menus as needed to get callers connected to the right place
- Business Hour rules indicate which phone queues are open and available to take calls during specific days and times of the week.
How to use Call Center
To get started, first, reach out to your Client Success Manager who can help you purchase Call Center for your district.
Once you have Call Center added to your Onflo account, you’re ready to configure your settings. Simply follow the steps in this article for setting up phone numbers, greetings, queues, and texting in Onflo.
Next, set up your IVR routing. Learn how to set up IVR menus for Onflo.
Once your Call Center is set up, you can start handling phone calls and texting through Onflo.
Interested in learning more about the Call Center for Onflo? Reach out to your Client Success Manager.
*The Call Center add-on is an additional fee
Call Details Report for Call Center
System administrators now have access to detailed call reporting. Reports capture calls handled by agents, abandoned calls, calls received outside of business hours, and more.