Going through our abandon logs I have spotted what for us should never happen. A caller held for just over 9 minutes before hanging up. Now considering our average answer time is less than 30 seconds this is a bit off.

On investigating it appears that the caller entered the queue just as the office was closing. Therefore probably just slipped in. Now the question.

How do other people handle such calls.
1, Do you just drop the call after the lines close.
2. Do you play a message to say the office has closed whilst they are waiting and everybody has gone home.
3. Just let them hold.

I know the answer must be 2, but how do you phrase the message.

This was a question posed by Paul Dulfo-Stagg. Unfortunately it developed into a bit of a fracas and Paul's locked his own thread as it bares no resemblance to the original question.

My reply from that thread is below.

Paul,

I don't know what switch / CCR you are using but Symposium
has the facility to do a phased shut down.

It effectivly keeps anyone in the queue there, but closes the line at a set
tme so you are not dropping calls.

Don't know if it's much use to you though.

So trying to keep this as a tech thread can anyone add anything?

DaveA

Not sure how customer focussed it was, but at times of huge demand,
I have worked somewhere where we would reduce the line values towards the end of the night (manually if the programmed drop wasn't sufficient) if we wouldn't get the queuing calls all answered by the end of shift (whuch was 15 mins after line close) if many more entered it.

this doesn't really help you if it's just the occasional rogue call.

Mitel wouldn't let the last agent log out if there was a queue holding.

From some of the original replies I got, there was a recommendation to close the queue a couple of minutes before the office. Thus allowing the final calls to be completed and staff to leave on time. (Nice arent we).

I out this to our CS managers and got a resounding NO. So I have gone the brute force route. At the end of the day if all the agents logout whilst there is somebody in the queue and it is past closing time they get the standard we are now closed message.

Many thanks to Dave, Mark and Zoe.

Maybe we should start a new thread (probably on Friday) About who puts in the most unpaid overtime. Does being on call whilst on holiday 8,000 miles away from the office count. :)

"Maybe we should start a new thread (probably on Friday) About who puts in the most unpaid overtime."

Me, me! This site, online since April 2001. I've been on call ever since launch and to-date haven't seen a single penny from this site. All done as a labour of love, as our extremely meagre income is all swallowed up in running costs and there's not a jot left over for me... [sad face]

John

John,
I agree with your post...in fact I think you should double your CCV salary!

Sorry not very 'on topic'

Colin

is still nowt!

Twice what he deserves!

Remember your Management Development courses...it's not more money that motivates, its praise and job enrichment.

So John, this is a really cool website, never seen one as good, keep this up and you will get the respect of all those around you.

You are doing such a good job managing the server, redesigning the pages and moderating how about we give you responsibility for answering some of the more 'interesting' (sic) posts that Dave showers us with. For example, "all the components that would make a callcentre from scratch and no training" or "That CV you sent telling us you have 'worked the phones for a week' and are now ready for management so are offering your services to the world, well I have found 16 potential positions in the Outer Hebrides for you".

And as a special thank you take an extra 1% on your salary this week, cos money is really important right.

Please send donations to:

John
c/o the third cardboard box along
Under the bridge
By the railway station

...and remember that it's all for the greater good of running CCV.

Our new motto:

"We live on beans to bring you this..."

[big grin]

John