One of my pet peeves is calling a company and receiving an announcement that says; "You are a valued customer. All of our agents are busy but someone will be with you in approximately ten minutes". How can I be a valued customer if I have to wait ten minutes (or five minutes or 20 minutes)? On the other hand, what Contact Center Manager can afford to run a center at an occupancy rate of 30% so that all calls can be answered within a short period of time? The answer to both of these problems is virtual queuing.
A virtual queuing system uses technology to show more respect for the customer while maintaining respect for your contact center budget. A good virtual queuing system allows your caller to either 1) remain on hold, 2) choose to be called back, or 3) schedule a callback for a later time. An outstanding virtual queuing system offers the same choices as above but the callback allows your caller to receive their callback in approximately the same time as if they had chosen to remain on hold. This capability is called FIFO (First In, First Out) callback. Look for systems that offer FIFO callback.
There are two basic types of virtual queuing systems; voice mail and automatic. Voice mail systems are the older technology systems and have been deployed for several years. Currently, voice mail systems are more prominent, but, the automatic systems are quickly taking the lead in market share and new sales. Either type can run on proprietary or common hardware and most will work with the major switch vendors.
Voice mail systems are easy to spot because they ask you to speak your name, telephone number, and may ask you to leave a short message. Then they inform you that your call will be returned in some set time period, like four to six hours. The United States Internal Revenue Service (tax service) used one of these systems last year and their system was set to tell callers that it would call them back within 72 hours. That was not very useful if you called in on 14 April with a tax question since taxes are due 15 April. Voice mail systems also require the agent to be involved in the callback since the agent has to 1) listen to the voicemail, 2) dial the number, and 3) listen to another voicemail if the first number is busy or doesn't answer. Clearly, all of this is wasted time for your busy agents and reduces occupancy. The agents must be trained to work with this new system. Also, they have to listen to the voicemail and have the option of choosing not to handle that call. In this case, the message goes back into queue for another agent to handle. Voice mail systems do not currently offer FIFO callback.
The automatic systems use an automatic dialer to place the callbacks so that no agent intervention or training is required. The system is capable of detecting when a caller answers and then transferring that caller into queue so that the next available agent answers the call. The agent doesn't know, unless you want them to know, that the call is a callback since, to the agent, this is just another incoming call. Automatic systems are capable of detecting "ring no answer", busy, or network error tones and can place the call back into queue for a later retry. Because there is no agent involvement in placing the callback, automatic systems do not reduce agent occupancy nor do they require agent training.
The biggest savings in implementing a virtual queuing system comes from providing better customer service. Unfortunately, not a single CFO has allowed the use of better service as part of a Return on Investment (ROI) presentation. However, virtual queuing systems can save money in at least five ways that are easy to measure and prove. They save money by:
Reducing toll charges. All of the time that the customer is in a virtual queue is time that you are not paying a toll charge.
Reducing Abandons and the associated abandon toll charge. Some customers have seen a reduction in abandons of over 90% (from 24% before virtual queuing to 4% after virtual queuing was installed).
Reducing Average Speed to Answer. One customer reduced ASA over 70% with the average being around 45%.
Reducing Average Talk Time. On average, customers can expect to reduce average talk time by 18-30 seconds.
Improving Occupancy. Occupancy improvements of 10-15% are normal.
When searching for a virtual queuing system, the sales executive should be able to demonstrate savings in all of these areas by using your existing ACD reports as the basis for the calculation. If they can't show you the savings, then you may not need the system.
Below is a short checklist of features to look for in a virtual queuing system:
It should be capable of providing FIFO callbacks.
Callbacks should not require agent intervention of any type.
No agent training should be required.
It should run on standard, commonly available hardware.
It should be easy to install and maintain.
Training requirements for administrators should be simple.
Administration should be through web-based tools, not client server.
Reports should be comprehensive and easy to access (again web-based systems are easier to support).
Very few things in life are good on both sides of the balance beam but virtual queuing systems are the exception. They allow you to offer better customer service while saving money and making life better for your agents. All of us in the contact center business have experienced the angry customer who had to wait on hold for a long time. With a virtual queuing system in place, your agents won't be receiving these angry calls. Putting your callers in a virtual queue can save you significant non-virtual dollars with most systems providing a Return on Investment in six months or less.
About VHT:
Virtual Hold Technology’s patented queue management solutions help contact centers meet service level targets with reduced staffing requirements. The Virtual Hold product suite increases customer satisfaction, reduces ASA & abandons, improves service level, increases agent efficiency, and reduces toll and labor expenses.
Published: Thursday, August 15, 2002
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