Call Queuing OrderlyQ

OrderlyQ Call-Queuing
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Call Queuing OrderlyQ

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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.

Orderly Queuing

Orderly queuing is a new and exciting approach to call queues. This new software works alongside your existing hardware and software and starts automatically when there are more callers than there are agents. It then gives each of the callers an estimated waiting time and asks them to hang up and call back after their given time. When they call back the system recognises them and puts them in the right place in the queue.

Complaints about call queues have grown in recent years – people are simply less patient now than they have ever been before. Anyone who has worked in any proximity to a call centre before knows that a customer who is kept in a queue is an angry customer – and an angry customer can become a nightmare. With orderly queuing though, your customers can get on with their lives rather than wait by the phone.

Features

  • It is compatible with your existing phones system or we can help you choose a new one to implement if you prefer. Elite specialises in flexibility and bespoke solutions so no doubt we can find the right solution that fits you perfectly.

  • Elite Orderly Call Queuing is a multi-threaded phone systems application server environment. This means it can run alone or integrated with another system. It also runs inside J2EE server containers.

  • Orderly Call Queuing starts to work automatically when a queue begins to build up within the call centre, so there is no need for extra staff to be employed or assigned to a new job. Elite just installs the software for you and then you don’t need to do anything after that.

Benefits

  • Waiting times for customers are cut drastically, meaning less frustrated customers, and more satisfied ones instead! This is a fact and has been proven with other companies that have used this call queuing system.

  • We all know how frustrating it is when you get through to a call centre and you get put on hold – it feels like you will never be served, or when you call a number and you repeatedly hear the engaged tone, well you can save this from your customers now because with orderly call queuing they never have to hear it again.

  • The functionality of your business improves as does the effectiveness of your call centre and agents. With Elite Orderly Call Queuing, the answer rate of your operators is increased and the waiting time is decreased allowing more room for more calls.

  • More information...

      The call queuing software that Elite Telecom provides is a good way of managing the calls that are incoming to your business and a good way to cut down the queues and the time that people are waiting. It is much more satisfactory for a customer to receive an estimated waiting time of when to call back rather than being sat on the phone until it’s their turn. There are benefits to both the customers and your businesses with this product.

      Benefits to your business mainly affect your calling agents which affects you indirectly. With this new system their amount of calls answered per hour/day/week are increased by a great amount, improving their productivity and the functionality of your business. You can also manage your calling more effectively by being able to view what callers are in the queue. If you do decide that Orderly Queuing is beneficial to your business, you might want to consider Call Recording which works along side this.

      Most benefits of Elite Orderly Call Queuing apply to your customers or whoever may be calling the centre. Waiting times are reduced and the amount of customer complaints is minimized massively. Callers are no longer frustrated with the amount of times they hear an engaged tone, or how long they are sat listening to the ridiculous holding music. Instead, they can get on with whatever they would be doing as normal until their wait time is up and they can call back.

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