Call Back Manager
Waiting for an agent to become available is one of the biggest causes of caller dissatisfaction and managing staffing in-line with demand is one of the biggest challenges for contact center managers. Call Back Manager increases customer satisfaction by offering to maintain a caller’s place in the queue without them staying on the line. There is a call back when the caller is connected or a call back at a specified time. The result is reduced contact centre staffing by smoothing demand.
Solution Overview
OutPerform’s Call Back Manager can receive call back requests from any source e.g. Avaya Communication Manager Vectors, web sites or CRM systems. When added to Avaya Voice Portal, inbound queues are monitored and when the estimated wait times exceed configurable thresholds, callers can be given any of the following five options:
- Provide the customer with the estimated wait time
- Hold their queue position and be called back when an agent becomes available (Virtual Queue)
- To be called back at a date and time of their choosing
- Leave a message
- Return to the queue
A scheduler application enables the contact centre supervisor to limit the number of call backs scheduled in any 15 minute interval (slots) thereby managing the call backs in relation to staffing and known periods of high call traffic. Virtual Queuing, web call backs and hold queue call backs are only offered to customers where slots are available.
Scheduled call backs are made using a fully blended preview dialler using the ACD to distribute the call back based on current call volumes, priority and agent availability. When a call back is delivered to an agent, the customer record can be queried (Screenpop) using one of Geomant’s desktop clients, Avaya CCE or AIC and the call can be completed or re-scheduled by the agent. Messages are also automatically distributed and played to agents eliminating the need to dedicate resources to collect messages.