Reduce abandoned calls
Abandoned calls and 'lost' call rates are a major issue for call centres. QueueBack and CallBack help you to manage your call centre queues and meet your customer expectations.
QueueBack allows a caller on an inbound queue, to hang up but "maintain" their position in the queue. Once the caller has reached the head of the queue, rostrvm Interact automatically generates a return call and passes this through to an available agent. QueueBack can also prompt the caller to collect customer contact details - for example, a help-desk incident number - which can then present full details to the call centre agent before the callback is made. But there are times when the call traffic peak is so high that even QueueBack support will not balance caller demand and staff availability. CallBack dynamically complements QueueBack functionality by transforming immediate demand into deferred demand. Instead of the caller being held in queue, he or she is asked to leave details and receives a callback at a later time, typically during a dip in call centre demand.
As well as offering excellent customer service QueueBack and CallBack reduce telecommunications costs for those operations using freephone services. As an integrated part of the rostrvm call centre and outbound contact management software suite, QueueBack & Callback can be deployed on traditional telephony platforms or VoIP infrastructure using the rostrvm Invex switchless architecture. Contact us today and reduce your abandoned calls.