Call Queuing Live Call Queue Statistics

Call Queuing Live Call Queue Statistics

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.

Live Call Queuing Statistics

Live call queuing statistics are the results and figures that come from Call Queuing. At Elite Telecom we can provide you with the software that generates the results from the programme for you, showing you an up-to-date view of how many calls are in the queue and how many calls are connected to your business.

Live call queuing statistics can allow you to monitor how your staff and your customers interact too. You can see how long it takes your staff to answer calls, how long they are on the phone to customers and how long customers will wait in a queue. By learning these things, you can quickly and easily make your business more efficient and improve the customer experience.

Live call queuing statistics can really benefit your business and can put you in the know so you can better manage it. For more information on our live call queuing statistics, call Elite today.

Features

• You can view a real-time list of callers that are in the queue, when they called, how long they have been waiting and what they are calling for, or what account they hold (basically providing you with information about them and the call) so you can handle your call queue more effectively.
• You can also view the number of calls answered, missed, aborted and calls made in the business too. This function could be more useful at the end of the day or week, for example, to provide a summary of a certain amount of time.
• Very detailed reports can be created using only the details that you require, and leaving out the details that you do not need at the time. This can include small details such as single call details or even a particular agent’s call information.

Benefits

• By viewing the amount of callers that are on hold or in the queue to speak to an agent, you can choose if, and who to divert the callers to – such as another site or agent to ensure that their call is answered faster, or by someone with more knowledge in the field of the query. This makes the service you provide to customers of a higher standard.
• Monitor the productivity of your call centre and the workers within it by being able to view a detailed daily report of all call activity, incoming and outgoing for your business. This allows you to keep a close eye on your workers and the functionality of the business itself.
• You can create reports from these statistics in whichever way you like. You choose the data that you would like in the report, and the software will combine all the date you require, and leave out the bits you do not need to see. However, this data is still recorded in case you might need it at a later date.
• You can also implement call recording with this system, allowing you to listen to any call remotely. This is useful to monitor staff, give training, or even monitor customer complaints. You can listen live or listen to a call after it has been recorded and stored.
• Improves your customer satisfaction statistics by improving the service that you provide to your callers. If you deal with the calls faster and more efficiently then your customers will be more inclined to call back in the future.
• You can change the report into the kind of output that your require, or that your business requires, or even just one that is easiest to read. These reports could include pie charts or graphs, line charts or graphs, excel spreadsheets or even just a row of figures. You decide.

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