What is Call Flip and How to Use it

Are you aware that 73% of customers consider customer service to be a crucial factor in their purchasing decisions? In the fast-paced world of customer service, having efficient tools can make all the difference. One such innovative feature is the call flip. This capability can significantly enhance the flexibility and efficiency of contact centers. Understanding how call flip works and integrating it into your contact center operations can revolutionize your approach to customer service.

What Is Call Flip?

Call flip is a feature that allows users to transfer an ongoing call from one device to another without interrupting the conversation. This functionality is designed to provide seamless communication flexibility, ensuring that calls can continue smoothly regardless of the user’s location or device.

The primary purpose of call flip is to improve the efficiency and mobility of contact center agents. It ensures that they are not confined to a single device, allowing them to manage calls more effectively and respond to customer needs promptly.

Benefits of Call Flip

Flexibility: Call flip enables agents to take calls anywhere, removing the constraints of being bound to a desk. Whether they are moving around the office or stepping out for a moment, they can continue the conversation seamlessly.
Ease of Transfer: The process of transferring calls is smooth and does not require the caller to be put on hold. This ensures a better customer experience, as there are no interruptions or waiting times.
Multiple Devices: Agents can use multiple devices simultaneously, switching between them as needed. This allows for greater versatility in handling calls and managing different tasks.
Call Management: Call flip helps in managing multiple calls efficiently, enabling agents to juggle different customer interactions without losing track. This leads to improved organization and customer satisfaction.
Productivity Boost: By reducing the time spent on call management, agents can focus more on addressing customer issues and providing quality service. This increase in productivity translates to better overall performance for the contact center.

How Does Call Flip Work?

Call flip is a valuable feature that ensures seamless transitions between devices, enhancing the flexibility and efficiency of contact center operations. Here’s a detailed look at how call flip operates and its practical applications in a real-world scenario.

Step-by-Step Process

Initiating the Call Flip

When an agent needs to transfer an ongoing call from one device to another, they initiate the call flip feature. This process is designed to be user-friendly and efficient, ensuring that the transition is smooth and uninterrupted. Here’s how it works:

Access the Call Flip Feature: While on an active call, the agent accesses the call flip option on their current device. This can typically be found in the call management interface of the contact center software or application.
Select the Target Device: The agent selects the device to which they want to transfer the call. This could be another desk phone, a mobile device, or even a tablet. The selection process involves choosing the appropriate device from a pre-configured list or entering the device’s identification number.
Initiate the Transfer: Once the target device is selected, the agent initiates the transfer. The system then connects the ongoing call to the new device seamlessly, ensuring that the customer is not aware of the transition.
Continue the Conversation: The agent continues the conversation on the new device without any interruption, maintaining the flow of the call and ensuring a smooth customer experience.

Example Scenario

Imagine an agent who starts a call on their office phone but needs to leave their desk to attend a meeting or handle another task. Here’s how call flip comes into play:

Starting the Call: The agent begins the call on their office phone, engaging with the customer and addressing their concerns.
Need to Move: Midway through the call, the agent realizes they need to leave their desk. They access the call flip feature on their office phone.
Selecting the Mobile Device: The agent selects their mobile phone from the list of available devices and initiates the call flip.
Seamless Transition: The call is seamlessly transferred to the agent’s mobile phone, allowing them to leave their desk and continue the conversation without any break in communication.
Continuing the Call: The agent continues the call on their mobile phone, ensuring that the customer’s experience is uninterrupted and smooth.

Practical Applications

Flexibility in Multitasking

Call flip is particularly useful in situations where agents need to manage personal tasks while on a call. The ability to move around freely without losing connection with the customer offers significant advantages:

Handling Personal Tasks: Agents can attend to personal tasks or move to different locations within the office without ending the call. This flexibility ensures that agents can remain productive and responsive.
Mobility in the Workplace: In a dynamic contact center environment, agents often need to move between different areas. Call flip allows them to maintain active conversations while on the go, enhancing their ability to manage multiple responsibilities.
Improved Customer Experience: By avoiding interruptions and hold times, call flip ensures a better customer experience. Customers receive continuous support without being put on hold or experiencing any breaks in communication.

Enhanced Call Management

Call flip also contributes to more effective call management in several ways:

Seamless Device Integration: The ability to integrate multiple devices into the call management process allows agents to choose the most convenient device for each situation.
Reduced Downtime: By eliminating the need for call interruptions or hold times, call flip reduces downtime and enhances overall productivity.
Consistent Service Quality: Customers benefit from consistent service quality as agents can manage calls more efficiently and respond promptly to their needs.

Call Flip vs. Call Switch – What’s the Difference?

Understanding the distinctions between call flip and call switch is essential for optimizing contact center operations. Each feature serves a unique purpose and is designed to address specific needs within a contact center environment.

Call Flip

Call flip is a feature that enables the seamless transfer of an ongoing call from one device to another without any interruption in the conversation. This means that an agent can start a call on one device, such as a desk phone, and then continue the same call on another device, like a mobile phone or a tablet, without the customer even noticing the change.

Ideal Use Cases

Call flip is particularly useful in scenarios where agents need to move around during a call. For instance, if an agent starts a call at their desk but needs to leave for a meeting, they can easily flip the call to their mobile device and continue the conversation on the go. This ensures that the agent remains available and responsive, no matter their location.

Advantages

Seamless Communication: The primary advantage of call flip is the uninterrupted transition between devices, ensuring that the conversation flows smoothly.
Flexibility: Agents are not tied to a single device, allowing for greater mobility and adaptability.
Enhanced Customer Experience: Since the transfer is seamless, the customer does not experience any hold time or interruptions, leading to a better overall experience.

Call Switch

Call switch, on the other hand, involves switching between different calls rather than transferring a single call to another device. This feature allows agents to manage multiple ongoing calls by toggling between them. It is especially useful for contact centers where agents handle high volumes of calls and need to switch focus between different customers or tasks.

Ideal Use Cases

Call switch is ideal for scenarios where agents need to manage several calls at once. For example, an agent might be on an important call but needs to answer another incoming call. Using the call switch feature, they can put the current call on hold and attend to the new call without losing track of either conversation.

Advantages

Efficient Call Management: Agents can handle multiple calls simultaneously, improving their ability to respond to customer inquiries promptly.
Increased Productivity: By switching between calls, agents can manage their time more effectively and ensure that no customer is left waiting for too long.
Better Organization: The ability to switch between calls helps agents stay organized and keep track of different customer issues or tasks.

Comparison

Usage Scenarios

The key difference between call flip and call switch lies in their usage scenarios. Call flip is designed for maintaining continuity on the same call across different devices, making it ideal for scenarios requiring mobility and uninterrupted communication. In contrast, call switch is used for managing multiple calls, making it suitable for high-volume call environments where agents need to juggle several conversations.

Advantages and Applications

Call Flip: Best suited for situations where uninterrupted communication is critical, such as when agents need to move between different locations without ending the call. It enhances flexibility and ensures a smooth customer experience.
Call Switch: Ideal for managing multiple incoming calls, allowing agents to switch focus as needed. It improves call handling efficiency and agent productivity in busy contact centers.

Choosing the Right Feature

When deciding between call flip and call switch, consider the specific needs of your contact center. If your agents frequently need to move around and require uninterrupted communication, call flip is the better choice. If your contact center handles a high volume of calls and agents need to manage several conversations simultaneously, call switch will be more beneficial.

Both features offer significant advantages and can enhance the efficiency and effectiveness of your contact center. By understanding their unique functionalities and applications, you can choose the right tool to optimize your operations and improve customer satisfaction.

Technical Requirements and Setup

Implementing call flip in a contact center requires careful planning and the right technical setup. This section provides detailed information on the necessary hardware, software, and network considerations, as well as a step-by-step guide on setting up call flip in various contact center systems.

Hardware Requirements

Devices

To utilize call flip effectively, agents need multiple devices that support the feature. These devices include:

Desktop Computers: For initial call handling and management.
Mobile Phones: For transferring calls when agents need mobility.
Tablets: As an additional option for call management on the go.

Headsets

High-quality headsets with noise-cancellation features are essential to ensure clear communication during call transfers. It’s important to have headsets that are compatible with both desktop computers and mobile devices.

VoIP Phones

VoIP (Voice over Internet Protocol) phones are a key component in enabling call flip. These phones support the seamless transfer of calls over the internet, which is critical for maintaining call quality during transitions.

Software Requirements

Contact Center Software

A robust contact center software that supports call flip is essential. This software should include features such as:

Call Management Interface: To initiate and manage call flips.
Device Integration: To seamlessly connect and transfer calls between different devices.
User Permissions: To control access and manage agent capabilities within the system.

Mobile Apps

For agents to transfer calls to their mobile devices, a dedicated mobile app provided by the contact center software vendor is required. This app should be compatible with both iOS and Android devices and should support call flip functionality.

VoIP Services

Reliable VoIP services are crucial for ensuring high-quality call transfers. The VoIP service should offer features such as:

Low Latency: To minimize delays during call transfers.
High Uptime: To ensure that call flip functionality is always available.
Scalability: To handle the volume of calls in a growing contact center.

Network Considerations

Internet Connectivity

Stable and high-speed internet connectivity is vital for implementing call flip. Ensure that both wired and wireless connections in the contact center are reliable and capable of handling VoIP traffic.

Network Infrastructure

A robust network infrastructure with sufficient bandwidth and low latency is necessary to support seamless call transfers. Considerations include:

Router and Switches: High-quality routers and switches to manage network traffic efficiently.
QoS (Quality of Service): Implementing QoS settings to prioritize VoIP traffic and ensure call quality.
Network Security: Ensuring that the network is secure to protect against potential threats and disruptions.

Step-by-Step Setup Guide

1. Install and Configure Contact Center Software

Select the Software: Choose a contact center software that supports call flip. Examples include CloudTalk, RingCentral, and others.
Installation: Follow the vendor’s instructions to install the software on your contact center’s systems.
Configuration: Configure the software settings to enable call flip. This typically involves setting up user profiles, device permissions, and call management rules.

2. Set Up VoIP Phones and Devices

Provision VoIP Phones: Ensure that all VoIP phones are properly configured and connected to the network.
Connect Devices: Register all devices (desktop computers, mobile phones, tablets) within the contact center software. Assign unique identification numbers to each device for easy recognition.

3. Install Mobile Apps

Download the App: Instruct agents to download the contact center’s mobile app on their smartphones.
Login and Configuration: Have agents log into the app using their credentials. Configure the app to enable call flip functionality.

4. Test the Network

Network Assessment: Conduct a network assessment to ensure sufficient bandwidth and low latency for VoIP traffic.
Implement QoS: Set up Quality of Service settings to prioritize VoIP traffic on the network.
Security Checks: Perform security checks to ensure that the network is protected against potential threats.

5. Training and Testing

Agent Training: Provide comprehensive training to agents on how to use call flip. Include practical demonstrations and hands-on practice sessions.
Testing Phase: Conduct a testing phase to identify and resolve any issues with call flip functionality. Use test calls to simulate real-life scenarios and ensure that the feature works smoothly.

6. Monitor and Optimize

Ongoing Monitoring: Continuously monitor the performance of the call flip feature. Use analytics and feedback to identify areas for improvement.
Optimization: Make necessary adjustments to the software, devices, or network infrastructure to optimize the call flip experience.

Conclusion

Call flip is a powerful tool that can transform the operations of your contact center. By enabling seamless transitions between devices, it enhances flexibility, improves call management, and boosts productivity. Incorporating call flip into your customer service strategy can lead to more efficient and effective communication, ultimately improving customer satisfaction.