# Handle the queue. Brief the next rep.

Audience: BPOs & Call Centers

Cover routine calls for each client and give live reps the reason for a transfer before they join. Your supervisors can see which calls were handled, handed off, or left waiting.

[Hear the AI-to-human handoff](https://www.assistable.ai/resources/ai-call-transfer)

## Prove the handoff on one queue

### Handle the client’s routine calls

Give the agent the client’s approved answers and routing rules. Connect HighLevel natively for programs that use it, so reps can pick up the contact’s conversation history.

[Voice AI](https://www.assistable.ai/product/voice-ai) · [RAG](https://www.assistable.ai/product/rag)

### Transfer the caller with context

Route a complex request to the right phone or SIP destination and brief the rep. Give unanswered transfers a fallback, such as a callback request, then test it on the client’s queue.

[Telephony](https://www.assistable.ai/product/telephony) · [Flow Builder](https://www.assistable.ai/product/flow-builder)

### Review the calls that need coaching

Flag a failed transfer or missed disclosure. A supervisor can open the call trace, hear what the agent said, and identify the routing rule or script that needs to change.

[Observations](https://www.assistable.ai/product/observations) · [Call tracing](https://www.assistable.ai/product/call-tracing)

## Price each client program on its own terms

White-label the service and rebill usage on eligible plans. Benchmark our self-hosted models on one queue. Qwen 235B has a published model charge of $0.020/min. Include voice, orchestration, carrier charges, and add-ons when you price the program.

[See how voice minutes are priced](https://www.assistable.ai/pricing#usage)

## Accepted transfers and cost per handled call

Count a transfer when a rep accepts the caller. Track unanswered transfers separately and compare the full cost per handled call across client queues.

## Contact center operations questions

### What happens when a contact center rep cannot accept a warm transfer?

Configure a fallback for that client’s queue, such as taking a callback request. Test both an answered and an unanswered transfer. Supervisors can use the call trace to check the destination, the rep briefing, and which path the caller actually took.

[Inspect a call trace](https://www.assistable.ai/product/call-tracing)

### How should a BPO compare the cost of AI voice models?

Run each model on a representative sample from the same queue. Compare accepted transfers, repeat contacts, and handling cost. Include orchestration, voice, applicable carrier charges, and add-ons alongside the model rate when you quote a full minute.

[Voice pricing components](https://www.assistable.ai/pricing#usage)

### Can a BPO manage several client programs under its own brand?

Yes. Eligible partner plans support separate client workspaces, white labeling, and usage rebilling. Configure the knowledge, transfer destinations, and prices for each client. Connect a client’s HighLevel account when their reps need CRM context.

[Client workspace and billing options](https://www.assistable.ai/agency)

[Talk to sales](https://www.assistable.ai/contact)

Source: https://www.assistable.ai/solutions/bpos-and-call-centers