Call Queuing Elite Intelligent Queue

How it works…

eliteIQ is an intelligent queuing solution for contact centres which deploys automatically whenever there are more calls than agents.

Instead of your customer waiting on hold or hearing the engaged tone, they hear a message telling them they can either stay on hold or call back in, for example, five minutes when they will be at the front of the queue.

When they call back eliteIQ recognises the phone number and restores the caller to the front of the queue. The caller is passed to the next available agent. It couldn’t be simpler!

With eliteIQ;

You’ll increase call throughput without increasing staff

Your callers will be grateful that their time and money are not being squandered

Your agents will be fully utilised, dealing with satisfied callers

eliteIQ Demo:

Increased Call Throughput

All call centres face the challenge of peaks in the number of incoming calls.

With traditional on-hold queues the average caller will hang up after just 45 seconds of waiting on hold. This means call centre activity can be divided into two categories:

Peaks, where there are more callers than agents available; queues form and callers are lost.

Troughs, where there are fewer incoming callers than agents available; queues empty and agents are idle.

With eliteIQ callers have the choice of waiting on hold or calling back after a certain amount of time in order to be placed at the front of the queue.

In practice, over 80% of callers are happy to hang up and call back, preferring this method to waiting on hold.

This lengthens the acceptable wait time allowing your call centre to spread peaks of demand into the troughs, ensuring that agents are utilised and callers are happy.

For the call centre this means that more calls can be answered with the same number of agents.

This leads to reduced cost per call and increased revenue without incurring additional staff expenditure.

As staff salaries account for 70% of call centre costs, eliteIQ represents a particularly inexpensive way of increasing call throughputs.

Reducing Call Duration

Complaints about waiting on hold increase the average call duration. When on-hold queues form, this reduces the effectiveness of your agents just when it’s most important to deal with callers quickly.

People who spend a long time waiting on hold spend a long time complaining about it too.

With eliteIQ, even callers who choose to remain on hold are far less likely to complain as they know they have the option to hang up and call back without losing their place.

In a recent deployment of eliteIQ, less than 1 in 1000 callers complained about the wait time.

Reductions in average call duration of 8% to 10% are commonplace with eliteIQ, so you can expect increased call throughput.

Caller Readiness

eliteIQ is more efficient than other callback solutions that focus on calling back your abandoned callers when things get less busy.

With eliteIQ, the caller calls you, so your agents never waste time playing “phone tag” with callers who are no longer available.

Elite Intelligent Call Back

If a customer calls and does not use the call-back feature of eliteIQ the captured CLI (caller line identity) can be viewed by the agent to call the customer back. Using elite Intelligent Call Back ensures that 100% of calls are handled.

Caller Loyalty

Most companies find it between four and five times more costly to acquire a new customer than to retain their existing customers.

Not answering your repeat callers’ means losing the opportunity to sell more products and service.

Answering your callers keeps them loyal and more likely to do business with you again in the future.

Deploying eliteIQ shows your customers that you really do care about their time as well as their business even before your agents can answer their call.

Think You’ve Heard It All Before?

Think Again…

eliteIQ’s unique approach to queuing is different from any that you may have encountered before.

Do you have time to supplement your existing solution?

If not, we have made eliteIQ a snap to deploy; either on-site (just plug it in) or at the network level with our fully managed hosted service.

Why Wait?

The eliteIQ family of solutions provides a simple yet flexible way of solving the complex problems faced by busy contact centres.

Business performance indicators show that caller satisfaction and agent morale are all improved.

eliteIQ Key Features

• At busy periods, customers call you back
• Automatic call back on customer terminated calls
• Network Level Service and On-Site Install available
• VIP Number and Priority Queuing for special callers
• Fully Customisable with Web Interface
• Automatic Dynamic Wait Times
• IVR Builder with recordable prompts
• Automatically detect logged in agents
• Use with multiple numbers and sites
• Integrated Real-Time Statistics
• Call Recording available
• Leverage your existing hardware
• VOIP and PSTN capable
• Jump Out to Voicemail or IVR