Final answer:
Typical actions used for inbound call filtering are forwarding the call to a supervisor, playing a recorded message, and automatically disconnecting the call in certain situations. These actions aim to manage and prioritize incoming calls in an efficient manner to improve customer service.The correct answer is option D and E.
Step-by-step explanation:
The subject of this question is focused on call center operations, specifically actions used for inbound call filtering. Inbound call filtering often involves managing calls in an efficient manner to improve customer service and operational efficiency. Among the options provided:
- Forward the call to a supervisor - This action is typically used when a call requires higher-level attention or escalation due to the complexity or sensitivity of the issue.
- Play a recorded message to the caller - This action is common for providing information, such as business hours, instructions, or commonly asked questions before the call is connected to an agent.
- Automatically disconnect the call - While less common and customer-friendly, this action may be used in certain automated systems for calls that are identified as spam or malicious in nature
Options D and E, increasing the call volume and initiating a conference call with another customer support agent, are not typical actions used in inbound call filtering processes. They are more relevant to the actual call handling once the call has been connected to an agent.The correct answer is option D and E.