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.
Quality wines. That term can mean a different thing to different people. Some folks may consider a sub-$100 bottle of wine as not being a quality bottle. Some people may consider quality to be simply something they can drink easily without wanting to wretch at the flavour. One thing is almost an absolute though when it comes to wine: They get better with age. Callers who are waiting in your IVR queues, however, are the exact opposite.
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
On hook agents. I can see arguments both for and against these types of agents, but which side of the argument will end up working for you in your contact center acd? It’s a tough question to fully answer, but let’s have a look at a few of the pros and cons.
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?
Waiting in an inbound queue until the next available agent is prepared to accept your call is an inevitable situation. If you’ve ever needed to call your service provider to add/cancel services or to place an order over the phone, you will run into this scenario. Using some of the available features in the Q-Suite, as a call center ACD administrator you can help ease the waiting times of your customers by providing manually triggered exits for the caller.
Let’s look at the following scenario that may come into play in a call center:
- You want to track data about how the customers feel they were handled by your agents
- Customers call into your center in order to talk to a CSR
- At the conclusion of the call, you want the customer to be transferred to a post-call survey where they will answer questions regarding their experience
I can see two glaring issues here: Continue reading Automatically dialing DIDs on disposition
Alerts can be an effective way to keep operations running smoothly in a call center on a day-to-day basis. The Q-Suite can be configured to utilize multiple types of events. Here are a few of the most useful types of call center alerts: Continue reading Effectively Using Alerts in the Call Center
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