QueueBuster

For most call centres, queues are a fact of life. With staff costs accounting for a big proportion of your overall call centre budget, it's too expensive to set staffing levels for peaks in traffic then be left with under-employed agents when call volumes drop. QueueBuster can help by increasing your peak call handling capacity, offering callers an alternative option to waiting on hold.

HAPPY CUSTOMERS

No-one likes hanging on the telephone waiting for their call to be answered. Even with polite in-queue announcements and music on hold, frustration can quickly set in. Research shows that 40% of callers cited being left on hold too long as the most annoying thing about call centres. Using QueueBuster offers customers an alternative to waiting on hold, helping to avoid frustration and keeping your callers happy. Happy customers are also good for your bottom line, as they're more likely to spend money with you and recommend your business to others.

MAXIMISE RESOURCES

As well as improving customer service and keeping callers happy, QueueBuster can also help maximise your agent resources by improving the efficiency of your call centre operation. It works by smoothing your traffic profile, at busy times QueueBuster takes callers details providing an extra call handling resource and then schedules a call back for quieter periods when you have agents available. You make maximum use of your agents' time avoiding long queues at busy periods and idle agents at quiet periods.

HAPPY AGENTS

When callers get frustrated by waiting on hold, it's your agents who are on the front line. A recent benchmarking survey found that over 30% of callers admitted that they have shouted or sworn at customer service agents over the telephone. It's not only stressful from the agent's point of view, it's also unproductive from a business perspective, typically leading to increased call handling times when dealing with angry or frustrated callers. By reducing a major source of caller frustration you create a more positive environment for your agents. Happy and motivated agents are a big factor in creating a successful call centre that delivers a high level of customer service.

HOW IT WORKS

QueueBuster is designed to work with your existing call centre telephony platform, whether you operate a single site or multi-site operation. It doesn't require lots of technical integration or cause disruption to existing systems before you can start benefiting from the service. There's no need to re-train agents or change your processes - agents still receive an inbound call to initiate the call back. QueueBuster also works seamlessly with our Inbound Call Management, Virtual Contact Centre and IP Contact Centre solutions. service can be configured in a number of ways, but typically you'd offer callers the option of a call back via QueueBuster when your expected wait times exceed a certain threshold, or during out-of-hour periods when no agents are available.

When the QueueBuster option is selected, the caller is asked to leave their name and the details of the number on which they wish to be called back. QueueBuster then holds their place in the queue and waits for an agent to become available. When an agent answers, QueueBuster announces the name of the person being called back, then sets up the call back and connects the two parties. You'll get access, via a web-based control centre, to configuration and reporting tools that put you in control of the service and provide you with information on how QueueBuster is being used by your callers.