Yesterday, the Indosoft blog posted an article on how to turn your call center ACD into a time machine. It listed ten things you can do to make sure time passes as easily as possible for your callers. When it was being written, I thought it was a comprehensive look at the biggest issues you can face when settting up your IVR.
Then I called my cell phone provider. Continue reading Four Simple Ways to Annoy Your Callers
Shocking fact: Your callers don’t enjoy waiting to speak to an agent.
Sometimes it’s not the actual amount of time waiting, though. It’s the perception of time.
Everyone’s experienced the perception of time issue. You’re sitting in a meeting, and you look at the clock. After what seems like hours, you see it’s only been a few minutes. You get home from work. You finally have a chance to that thing you wanted to do. You start doing it, then after 10 minutes you look at the clock and an hour has passed. Continue reading 10 Ways to Control Time in the Call Center ACD
You have a bunch of agents you’d like to keep busy, but call volumes are low. You can’t send anyone home, because it might get busy later. You’ll go broke if your agents spend most of their time discussing their favorite Kardashian.
Do you have to wait for people to call in? Continue reading Are the Kardashians Hurting Your Business?
Sometimes your callers really mess things up for you.
You’ve spent hours building and tweaking and testing your Interactive Voice Response (IVR). Music on hold. Audio prompts. Web services to tie the call together with a contact in your CRM.
The visual IVR builder gives you plenty of options for collecting data, sending data, and routing calls. The drag-and-drop interface lets you get your IVR built fast so you can test and perfect it.
The built-in features are fantastic for collecting data about calls and updating your CRM. Or even letting your agents know a call came in. But, sometimes you need to guarantee that the information goes into your CRM.
Then the caller hangs up before that can happen.
Continue reading If You Can’t Give Up When Your Caller Does
CRM or data integration aren’t things that you often associate with your inbound IVR. That usually happens at the agent screen level. Sometimes, it’s handy to be able to pull data from an external data source and redirect the call based on the result. Continue reading Calling Web Services in Your Asterisk IVR
It almost goes without saying that the gold standard of inbound call centre technology is a proper skills-based routing ACD. That’s the best way to ensure that the right agents get the right calls at the right time.
But… Continue reading Making Your Inbound Queues Personal
Having a tool that can do 100% of the most common cases and 90% of all cases is really great. However, there’s always going to be that 10% of cases that give you trouble.
When you’re using a product that sets clear limits on functionality to the most common cases, that’s fine. But, if you’re using a full-featured call centre suite, that last 10% definitely needs to be in. In the Indosoft Visual Dialplan Builder, it’s simple to construct a dialplan to meet most needs. Continue reading The Command That Makes the Visual Dialplan Builder a 100% Solution
Scaling your Asterisk PBX can be complicated. It’s hard to get more than one Asterisk server acting as a single PBX. A call comes in, and you want it to go where it’s supposed to go. But it takes a ridiculous amount of effort to get your installation to do what you want.
Take a look at the typical setup, where you have two Asterisk servers, with a trunk between them: Continue reading How to Scale Asterisk Over Multiple Servers
You say failure is not an option. So let’s get prepared. Whether you’re deploying your call center in the Cloud or installing your ACD system locally, it’s important to make sure the whole system matches your needs. Testing is crucial. You don’t want to find out that a single Asterisk server was insufficient after logging in 300 agents. We can provide advice and rough guidelines. The sheer number of options available for the platform itself, as well as the number of use cases that Q-Suite allows, mean that it can be impossible to be sure that a specific configuration will be problem free without trying it. Continue reading It’s Less Stress to Test
Have you ever heard renting is like throwing your money away? What about the large sum of money you have to pay to own? In the case of a house, making a down payment, buying mortgage insurance, surveys, inspections, legal fees and interest payments can also feel like your money is disappearing into a hole. The benefit of renting is the flexibility, the low upfront cost, and having someone else responsible for updates and upgrades. The benefit of owning is being able to do whatever you want with the property, and a stable environment if you plan on having the same needs for a length of time.
The same arguments go on with software and hardware. You may decide to buy a perpetual license to your call center ACD system, or you may decide to go with the monthly licensing option. But what’s the right option for you? Continue reading Renting Versus Owning: Solving the Dilemma