Connect Callers with Their Preferred Agent

Use the preferred routing to connect customers with their favorite agents, ensuring personalized service and boosting customer loyalty effortlessly.

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Give Your Service a Human Touch

Integrate with CRM

In CRM, assign an owner of a specific customer’s contact to be their preferred agent.

Route to Anyone

Forward calls to sales reps, customer support agents, or even your customer success team.

Implement Call Flows

Automate inbound calling by routing to Preferred Agents in CloudTalk’s Call Flow Designer.

What is a Preferred Agent?

With the Preferred Agent advanced routing feature, you can assign a specific team member to handle calls from a specific customer. This functionality ensures that your clients are always connected to the agent they know and trust, providing a more personalized and consistent experience.

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How Does a Preferred Agent Work?

The preferred agent feature takes care of your call routing preferences. When a customer rings, it automatically routes them to an agent set as their favorite, ensuring a seamless connection every time.

This setup allows the designated agent to manage the customer’s needs efficiently, with full knowledge of their history and likes. It streamlines communication, reduces wait times, and fosters a stronger, more reliable relationship between your business and your clients.

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Set Up Preferred Agent in CloudTalk

01

Log into your CloudTalk account, and in the left side menu, click on “Contacts”.

02

Locate the contact to whom you want to assign the favorite agent and click on the magnifying glass next to that contact.

03

In the top right corner, click on “Edit contact info”.

04

In the menu, locate “Favorite agent” and choose the agent from a pop-up menu.

05

Scroll to the very bottom and click on “Save changes”.

06

To use the Preferred Agent contact center routing in Call Flow Designer (CFD), you have to choose the option “Call to favorite agent” when creating the CFD / IVR menu.

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Benefits of the Preferred Agent

Improve Agent Productivity

Reduce the time spent reading caller history by directly routing customers to an agent familiar with their previous interactions. Decrease the average call handling time and grow agent productivity by minimizing the need for background checks and re-explanations. 

Boost Customer Experience

Provide a consistent and familiar point of contact for callers, enhancing their comfort and trust. Significantly increase customer satisfaction and loyalty by removing repetitiveness and frustrations in the process and ensuring consistency and familiarity in interactions. 

Save Operational Costs

Cut your operational costs due to improved call resolution times and decreased need for training on repeat customer issues. Give agents more time to fully focus on their jobs and minimize the need for additional staffing during peak hours due to higher efficiency.

Enhance Client Retention

Strengthen customer relationships by ensuring callers are consistently connected to the agent who understands their preferences and history. Build stronger connections, increase trust, and encourage long-term loyalty, leading to higher customer retention rates.

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Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

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Who uses the Preferred Agent feature?

– High-Value Client Management: Businesses needing to ensure that high-value clients receive personalized and consistent service from their preferred agents. 
– Customer Retention: Organizations aiming to enhance customer loyalty and satisfaction use the Preferred Agent outbound or inbound call routing to provide a dedicated point of contact. 
– Complex Issue Handling: Companies dealing with complex customer issues that require continuity in service and deep understanding of the caller’s history. 
– Relationship Management: Businesses focusing on building strong, long-term relationships with their customers through consistent and familiar interactions. 
– Follow-Up Calls: Ensuring follow-up calls are routed to the same agent who handled the initial interaction for continuity and efficiency.

Ready to get started?

Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.

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