Hi,

I am doing some research in regards to Queue Buster SW for our Call Centre.
This SW would offer customers after a certain waiting time the option of logging a call back rather than staying on hold for too long.
My question is
- anybody here you has got some experience with this SW?
- How did you solve the Call Back resources?

Thanks,

Conny

Conny

I've seen this product in use in a number of centres and it seems to work really well (it even got complemented on a recent BBC debate on call-centres following the CAB report "Hanging on the telephone").

The advantage of the system is that you don't have to organise your outbound resources at all, the software holds the customer's place in the call-queue until an agent comes available, then connects the caller and the agent automatically after presenting a short "whisper" to the agent.

From a resource planning point of view it effectively smooths the sharp peaks in call flow which are most difficult to staff to.

I know a few businesses which might be prepared to share their experiences with you, feel free to give me a shout if you want to know more.

Eamon

E-Mail Removed at Posters request

The key to the effectiveness is time, If the agent will be availbel to make the OB call in 1 -3 minutes then this works really well. However having worked with these systems before, delays of even 5-10 minutes often mean the caller is now otherwise engaged, the line is in use, they have gone out etc. This leaves the centre chasing them. The chase is the slippery slope as it will require significantly more effort and resources to reach the party through a delayed oB call than if they had remained in queue.

So if you your volumes and patterns can return the of the calls with a 180 second window then I would investigate further.

I hope that I have added value to this discussion. If I can be of further assistance please contact me at ctaylor@thetaylorreachgroup.com

Colin

Instead of installing a call-back system, my advice would be to increase your capacity, not by adding more staff, but by examining your demand patterns. Examine especially your failure demand (the demand that is a result of a failure on your company's part). Work to reduce your failure demand, you will receive fewer calls and you will increase the capacity of the centre with no extra staff and the need for a call-back system will reduce, if not evaporate.

If you want some pointers to where to go to find out how to do it. Please get in contact.

Best regards,

Rob Worth