Queues are the backbone of an inbound call center ACD. They are typically the primary destinations for your callers and customers, so you need to be sure that they are properly structured and implemented. Let’s have a look at a trio of dialplan components that can help you manage how and if callers get into your queues and what to do with them once that happens.
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
Another year and another Super Bowl has passed us by. With all the hoopla that comes from the two weeks between the Conference Championship games and the Super Bowl itself, talking about quarterbacks-this and defences-that, it’s not really surprising that the guys responsible for holding the footballs in place for their kickers get next to no attention. Even though this role is highly overlooked, it can be amazingly crucial to the outcome of a game. Good or even great holds that result in points for the team are par for the course. However, a botched hold can ultimately end a team’s season and perhaps even their chance to take home the Vince Lombardi trophy. We’ve seen these before with Tony Romo in real-life and with Ray Finkle in Ace Ventura: Pet Detective for a hilariously fictional take on the situation. The bottom line here is that holding is very important and let’s have a look at how this can be done in a proper manner.
Mouse clicks. It’s no secret that reducing mouse clicks makes life easier for users. The fewer times you need to hear ‘click-click-click’ in the run of a day, the better off we all are. How did a relatively small tweak in the Q-Suite make a big impact for users?
You may be using agent owned leads for at least some campaigns in your call center. It’s important to remember your agents don’t actually own the leads. Whether it’s just making sure the scheduled callback comes back to the correct agent, or if you’ve got a CRM integration where the same agent is expected to work the same lead, you may need to reassign those leads. Continue reading Your Leads, Your Rules
The ability to create and deploy an Interactive Voice Response (IVR) is a must for modern contact centers. An IVR handles the voice or keypad response of a caller. One rapid IVR development tool is a visual dialplan builder that allows the building of a sophisticated IVR using graphical icons representing the extensive IVR functionality required for a contact center ACD, within a drag and drop framework. A good Visual IVR builder tool can allow one to fulfill even the most demanding call flow requirements with ease and precision. Continue reading The Rapid IVR Development Tool for Call Center ACD
Managing and keeping up with the “state of the art” in technology is always a challenge. In late 2002, the design architects at Indosoft were looking to move away from maintaining and enhancing our PBX software based on legacy CTI boards. Indosoft wanted to keep its focus on call center software development. The emerging confluence of VoIP and TDM, made possible by PBX software like Asterisk, created significant product development opportunities in contact center industry. After considerable due diligence, we began porting and migrating the outbound and the inbound call center suite to the Asterisk PBX platform. Our Legacy to Asterisk migration was well timed. Continue reading ACD call distribution and skills based routing for Asterisk PBX