Call Queuing
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Call Queuing
1. Consider the cost for employing and training additional staff to cope with calls at peak times, by deploying call queuing will cut down on the need for this.
2. Think of your brand reputation from the caller, without you having call queuing deployed when all agents are unavailable, are you returning a busy tone to the agent?
3. What is the average value of an abandoned call to your business? If the caller receives a busy tone or a message asking to call back later are they likely to try again or ring a rival company? By deploying call queuing you can give the caller the option to wait rather than hope they call back later.
4. Give a more professional image to your callers by playing professional on hold music and on hold messages to the caller. These can be used to clearly inform the caller of their queue position and estimated wait times while also playing on hold messages including FAQ’s to the caller and also up-selling additional products and promoting your website etc.
5. Financial savings – by deploying a network call queuing functionality reduces the high setup costs of onsite hardware and ongoing maintenance .
6. What are your DR plans in the event of bad weather, for example causing staffing levels to be lower than expected which in effect, causes high call volumes and additional abandoned calls? By deploying a network call queuing solution, you gain full control of call routing via a web interface which will allow you to route calls between your call centre and also to agents working from home using the existing network call queue.
7. Reducing existing telephony costs – by deploying a network call queue, it reduces the need for the number of lines / channels on your existing ISDN30 circuits as the call will queue in the network cloud rather than on the PBX.
8. Have you thought about which type of 08 NGN is required for your business? By utilising call recording, you can earn a revenue share on calls that are queuing while at the same time being compliant with Phone Pay Plus regulations on the higher revenue share 0871 NGN’s.
9. Live queue stats will allow the call centre manager to view in real-time what is happening in terms of calls queuing and connected calls, allowing them to be more proactive in getting staff to answer calls at peak times, thus eliminating additional lost calls.
10. How do you currently manage staffing levels? Using the comprehensive historical management reports allows you to build up a year on year call terms analysis allowing you to manage your staffing levels based on peak call volumes.
Call Queuing
If you have a customer-facing organisation – be you a business-to-business organisation or a business-to-customer organisation – then you need to professionally manage your calls. As most businesses have a limited number of phone lines, it’s a fact that at some point or other, you will have a customer getting an engaged tone when they call your business phone number. An engaged tone does not give the right impression to customers. Which is why call queuing is the way forward for professional businesses.
Call queuing is a sophisticated system that allows your company to accept more calls without increasing staff or equipment. Instead of hearing an engaged tone, your customers’ call is picked up and held in a queue. This means that you never have to miss a call again.
Call queuing, like all of the solutions that Elite Telecom has to offer, is a bespoke solution, meaning that it can be tailored to suit your company’s needs.
Features of Call Queuing
Here are a few of the features that can constitute call recording:
- IVR or auto-attendant
- Call recording
- Individual wait times
- Call queue statistics
- Rerouting of calls
- Dropped call alerts
Benefits of Call Queuing
Imagine that your business never missed another call – this is what a call queuing solution from Elite Telecom can offer. Simply call us today to finds out what specific benefits a call queuing solution would have for you.
- Answer more of your calls
- Decrease call abandonment rates
- Give your business a professional image
- Improve agent morale
- Keep overheads low
- Give priority to important callers
- Easy to install
Make contact
What's hot
UK Telecoms News | Phone System News | 08 Number News » Call Queuing
- Don't Leave your Customers Hanging
If you run a successful business no doubt a hectic call centre is part of your infrastructure. Receiving hundreds of calls every day you’d have to have super human powers to manage every call without leaving anyone waiting. This is where call queuing comes in to play. With call queuing when a customer rings for your services, rather than hearing an engaged tone they’re simply positioned in a call waiting queue. During the wait call queuing can offer options to the customer such as allowing them to record and leave a message whilst also having the ability to play pre-recorded announcements apologising for the wait.
Not only this but call queuing can actually update the customer on their position in the queue and advise how much time is remaining before they reach your staff and in addition to apologies you can also play informational announcements which may in fact resolve the question behind their call in the first place.
With call queuing you can ensure that calls are distributed fairly based on staff availability or directed to the correct person based on their skills. So if you’re looking for a more customer friendly approach to the services that you offer then call recording is the answer. A well-managed call queuing system increases customer satisfaction and results in fewer customers deserting a call, allowing you to do your job more efficiently.
So what are you waiting for? Get in touch with Elite Telecom today and get the products to make your telecommunications more efficient.- December 7th, 2011 | 09:32:56 AM |
- Prepaid Mobile Phone SIM Cuts Call Costs
At a time when the cost of calling abroad from a mobile is under scrutiny, Alpha Telecom has launched a new prepay virtual network provider as a solution.
The Telecoms provider is offering international calls to both fixed- lines and mobile phones for £30 per month.
This £30 offers 30 days of unlimited calls to landlines in more than 75 countries and mobiles in selected locations including Australia, Hong Kong, India and the USA. Alpha mobile’s SIM card can be used as a standard prepay SIM that charges 5p for local calls and 10p for UK mobile calls when topped up with any value below £30.
Alpha aims to offer this new pre-paid SIM in over 90,000 retail outlets by the end of 2011.
To ensure you’re getting the best telecoms service for your business turn to Elite Telecom, with cheap rates, combined broadband and call recording and call queuing options amongst just some of our services, you’ll find everything you need for successful telecommunications in your business.- August 4th, 2011 | 03:08:34 PM |
- Elite Telecom celebrate acquisition of XL Networks
Elite Telecom are proud to announce the acquisition of Cardiff-based business phone systems provider XL Networks Ltd, with the agreement completed last week. With an addition of over 800 new customers, this marks an exciting time for CEO Matt Newing – providing both an increase in revenue as well as a range of innovative telecommunications solutions.
Reaching out to further regions will benefit the group, offering consumers competitive prices as well as excellent customer service – important factors that have helped make Elite Telecom the UK’s leading telecommunications service. Providing an outstanding selection of products such as business mobiles and videoconferencing technology, Elite Telecom boasts an incredible turnover of over £18 million; featuring the likes of Intercontinental Hotels, Air France and an array of Premier League football clubs to an already impressive client base.
Remaining ‘quietly hopeful’ that the deal will lead to more opportunities in the telecommunications industry, Newing explained: “We have been able to maintain and strengthen our market position despite the economic downturn. Our strategy has been to achieve organic expansion through innovation that keeps us ahead of the game, while being able to identify and respond nimbly to positive acquisition opportunities.
“This latest deal reflects our ambitions and will help to solidify our prominence in the business telecoms industry and we are quietly hopeful that it won’t be the last in the near future. Alongside this activity, we are constantly aiming to stay on the cusp of development by ascertaining brand new services to offer our new and established client base.
“It also presents an opportunity for us to raise awareness of our bespoke products and services, such as Elite IQ, a sophisticated call queuing system that reduces waiting time by allowing callers to hang up and call back at an allocated time when they will be placed at the front of the queue.”
For more information on why we’re the only business telecommunications provider to appear in the Tech Track 3 Times, visit Elite Telecom - where we always put our customers at the front of the queue.- June 28th, 2011 | 11:52:16 AM |
- Backwards companies missing out on telecoms gains
Companies refusing to interact with vastly evolving technology may be falling behind those that do, as mobile and internet advances mean that telecoms no longer just cater to your business, they help expand it.
Faster services means faster business and faster deals. Here’s our pick of the products that will see you streamline your business to success.
Memorable phone numbers
Memorable numbers are proven to increase the response of a marketing campaign – and we all know that the success of any marketing strategy is measured by the amount of contact you receive – by incorporating a number per campaign, you can also easily track which one was the most successful.
People are much more likely to dial a number they can recall from the top of their heads from an advertising campaign, rather than trawl through phone books and search pages. Memorable numbers can also help build marketing campaigns, by basing your advertising around your phone number.
IVR
IVR systems are cost effective and handle customer calls twenty four hours a day, seven days a week – ensuring all calls are answered and dealt with.
They can be tailored to a company’s requirements and provide similar information to what an operator would normally produce, but at a fraction of the cost and resources.
This system will eventually lead to a solution or to a professional agent who can deal with the specified call.
Intelligent Call Queuing
Intelligent queuing is a new revolutionary call queuing solution helping customers who hate queuing, and businesses with high call rates.
It works like this; as a customer calls, they are held in a queue, some people will take this as a sign to hang up - however, IQ gently tells them what number they are in the queue, and then gives them the option to wait - or call back later.
When the customer calls back after the designated time, they are placed at the front of the queue.
By choosing this call queuing solution over traditional ones, we found that over 80% of callers are happy to call back once they are given a specific time, preferring this option to waiting on hold.- May 11th, 2011 | 06:28:48 PM |
- Let your telecoms do the talking with IVR and Call Handling
In the modern age of such advancements in technology, businesses who don’t update their telecoms regularly could risk being severely left behind.
Incorporating the relevent call handling solutions suited to your business is easy with Elitetele.com, as we do all the hard work for you (and then the technology does the rest).
Pieter de Villiers of De Villiers, Bester and Associates, speaking at the 'Leveraging the Contact Centre' executive forum at the Southern Sun Grayston in Sandton has pointed out that few companies have picked up on this idea of using telecoms to expand – by incorporating technology to automate call handling and improve service.
He stated that contact centres should move away from people-centred operations and move to automated, cost efficient systems instead. Interactive Voice Response - or IVR - is a perfect example of this automated expansion.
“Contact centres should not forget that in most cases they are dealing with customers who are very frustrated and need their problems to be solved promptly.
“Contact centre operators should also know that nowadays customers are obsessed with self-service. Modern customers are obsessed with the 'self' concept where they can do everything on their own,” he said.
IVR
An IVR system can increase the quality of your call handling, produce high volume success rates and enable you to spend less time - and money - during the process.
If you choose Elite Telecom for an IVR system then we can offer you a bespoke IVR solution that contains professional voicing and scripting and a number menu of your choice.
Call Queuing
It is a given that customers hate to be placed in a queue, believing it is time wasting and a ploy to steal their money. At times, it is, but at others you may actually just be too busy to handle the calls.
If your customer is presented with a busy tone, they are likely to hang up immediately and not call again. This can be prevented by having a call queuing solution from Elitetele.com.
By informing your customers of the queue, they are more likely to stay on the call with prompts. This will mean that 100 per cent of calls into your business will be answered and dealt with.- April 12th, 2011 | 07:37:14 PM |
- New Elitetele.com Open Day dates announced for April
After the success of the last open day held at Elitetele.com HQ we are thoroughly excited to announce the up and coming second, highly anticipated networking events. Stretched over a two day period, the event will take place on 12th and 13th April 2011 from 11am.
It's just under a month until the occasion takes place, where we will be discussing two revolutionary products designed to transform and modernise the work place.
Intelligent Call Handling and PCI Compliance will take centre stage, and rightfully so – these two cutting edge solutions are rapidly becoming office, retail and call centre necessities, and have already transformed the operational performance of many of our clients.
The days will be used as an expedient adventure allowing you to learn about the products, liaise with other clients and potential clients, voice your views and opinions, and talk evolving technology.
An open forum will be held to discuss and share strategies, ideas and issues facing the current working climates and environments – and how we can simplify and adapt accordingly with two fantastic products.
We will be featuring guest speakers throughout the course of the session, including the Lancashire Young Director of the Year – Simon Cutler. Elitetele.com is a recognisable and expanding brand, great care is put into our products and services meaning that we only provide you with the best solution, and the necessary tools to ease your working life.
That's why we receive consistent rankings in the Sunday Times Tech Track 100 Fastest Growing Companies and gained notability as the 5th Fastest Growing UK Company, and 1st Fastest Growing Technology Company in the Lloyds Development Capital Hot 100.
The products – Elite IQ
Elite IQ is a call handling solution with optimum intellect, and promotes itself as an advantageous call centre service. It means that your business will never miss a call, allowing you to provide valuable and insightful customer service – to ensure your customers continue to phone back, and continue to promote your services.
Brits are quintessentially impatient, we hate queuing with ultimate passion - this useful product allows prompts to be given to a caller on hold, and an option to call back at a more convenient time. If the caller phones back after the specified time, they will be placed to the front of the queue.
Elite Card Guard
Elite Card Guard is our very own answer to PCI Compliance, but what is PCI compliance? PCI is mandatory for all companies performing transactions over a phone line to stop and drastically limit the rise of card fraud and the data breaches of customer card information.
The product has already received grand reviews from UK companies, and is an invaluable tool for promoting positive company imagery and keeping customer card details safe and secure. The PCI Security Standards Council is formed with payment brands including Visa, MasterCard and American Express.
To find out more, and if you are interested in attending the event, please call us on 08448758880 and ask for Ian Roby. There are now two new dates for next the open day - 12th and 13th April 2011 @ 11am.
We are excited, are you?- March 17th, 2011 | 09:59:27 AM |
- Opal rebrands to TalkTalk Business
Our friends and business companions Opal, the B2B division of TalkTalk Group, has changed its name to TalkTalk Business – reclaiming fame as part of the well-known TalkTalk brand.
Elitetele.com is a reseller of the newly named TalkTalk Business, which allows us to bring you a range of telecoms solutions including; Call Handling Solutions, IP Telephone Systems, IT Networking & Security and Business Broadband.
Dido Harding, CEO of TalkTalk Group, commented:
“With our extensive investment in our Next Generation Network and with TalkTalk now a household name synonymous with best value services, now is the right time for us to fully realise our potential in a sector in which we have tremendous heritage.”
TalkTalk Business will retain its complete focus on business customers and partners, backed by UK-based call centres.
- March 10th, 2011 | 12:29:45 PM |
- Intelligent call queuing; a saviour for large call centres
If there’s one thing we can all agree on, it’s that we HATE being put on hold, and because we are British we hate it even more than the rest of the world.
Us Brits are impatient by nature, but we always demand THAT SOMEONE MUST SPEAK TO US RIGHT AWAY, or we will hang up - and God forbid there ever be a busy tone. The busy tone should - and largely is - obsolete in the world of call care.
Statistics show that with a traditional call queuing system the average caller will hang up after just 45 seconds of being placed on hold – signifying a great loss of potential business.
But what if you could assure these people when their call will be answered? We know that people tend to stay on hold for a lot longer when given adequate direction.
Most people will accept that thriving businesses may be too busy to take calls, but if you already have call queuing and are still finding it difficult to answer all your calls effectively, then you need to divulge into the art of Elite IQ.
IQ gives callers the option to call back at a certain time, guaranteeing them a position at the front of the queue when they do so. It also gives them the option to stay on the line and speak to the next available agent, whilst providing an estimated wait time.
Traditional call queuing solutions may be enough for some businesses but for call centres who are experiencing consistently high volumes of calls the system prevents you spending money on hiring more agents.
By using this solution, your call time will be reduced by 7.3 seconds, as customers will spend less time complaining about the length of the queue.
Sound good? We think so too.- March 1st, 2011 | 11:32:33 AM |
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