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How Do I Reduce Call Queuing Times - Enghouse Interactive - ContactCenterWorld.com Blog

How Do I Reduce Call Queuing Times

Customers hate waiting on hold and if the clock ticks away for too long they will quite often abandon the call before they have reached the front of the queue.  For a business,  long wait and hold times for their customer also means lost sales, bigger service issues and customers who are ready to jump to another provider at a moment’s notice. Here are four tips that will help you reduce call queuing time:

  • Empower your customers to self-serve – Provide your customers, especially the younger, more digitally- savvy ones, with the right tools and information and they will happily self-serve and help reduce the call queuing time by so doing. The power in the pocket of these customers is doubling every two years, and the complexity of what they can do is growing in line with that. But don’t make the mistake of pocketing the saving – re-invest it in connecting your enterprise, so those customers with complex or high-value queries can receive the expert help they need.
  • Cut customer frustration through ‘call me back’ and virtual queuing techniques – Cut queue waiting times through techniques like Call me Back (simple to run but still used relatively infrequently) and virtual queues. Why not hold your customer in a virtual queue, which is free for them and reduces the frustration of waiting, and then call them back when they reach ‘position one’.
  • Be more proactive – Cut queues by anticipating customer need before it turns into an issue or a problem. Think like a courier company. They are constantly proactively engaging with their customers and giving them choices, information and most importantly options. It’s all about keeping customers informed and engaged so they don’t have to join your call queues. And it works, pushing up the straight through process percentage and heading off exceptions “at the pass” before they turn into real and costly business problems and start increasing your call queuing time metric.
  • Concentrate on internal efficiencies to speed up talk time or reduce after-call work – The above techniques all relate specifically to dealing with external calls. You also need to optimise internal processes to ensure you can get more calls answered and therefore reduce call queuing time even more. Therefore, make use of techniques like blending media to ensure task prioritisation; reporting tools to understand peaks and troughs of call activity and apply the right levels of staff at the right times to minimise call lengths and screen popping to save time on calls.  You can also make use of quality training to optimise the efficiency of call handlers and automation to reduce idle time and further cut down on call queues. 

Source: http://blog.enghouseinteractive.com/how-do-i-reduce-call-queuing-times/

Publish Date: April 8, 2016 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 



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