Trunks are essentially the same thing as saying telephone lines.

Why are trunks in your call centre important?

If you don’t have enough trunks in your call centre you will not have any ability to place customers on hold as your ACD needs trunks to hold calls in a queue.

A lack of trunks can also result in customers being unable to access your call centre at all.

If there are not trunks left, a customer will receive a busy/engaged signal.

Newer cloud solutions for call centres also need trunks, however, they rely on SIP trunks which are far less costly to purchase and maintain.

Upcoming Industry Events:

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Virtual Coffee: Carrots and Sticks

Event Organiser:

In the final Virtual Coffee session for the year, this workshop explores the theory behind motivation and how leaders motivate others (and themselves) - plus some great tips!

Managing Difficult Customers – November 2020

Event Organiser:
CX Skills

The Managing Difficult Customers November 2020 course is delivered by global CX-Expert Daniel Ord teaching frontline agents how to identify different types of difficult customers and different types of difficult situations and use root cause analysis to apply the correct solution with confidence.

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