Different Operation Modes for adaptable customer experiences
With Virtual Hold, callers to each queue within the contact centre can receive the same or different treatments based on business logic defined by managers or supervisors.
Available Operation Modes include:
- Queue Speak – simply announce current wait times to callers before queuing them or an agent. Useful when wait times are low to reduce short abandoned calls.
- Normal - offer callers the option of receiving a callback when it is their turn or waiting on hold in person. Can be combined with Datebook for complete customer choice.
- Virtual Queue – force all callers to enter their details and wait for a callback when it is their turn giving complete control of the customer experience and eliminating abandon calls in queue during busy times.
- Datebook - suggest callers schedule a callback for a later time up to 7-days in advance, optionally with the option to hold in queue if they are happy to do so. Can be combined with Normal for complete customer choice.
- After Hours – provide callers outside of your business hours with the ability to schedule a callback up to 7-days in advance at a time convenient to them and the contact centre.
- Purge - typically used towards the end of the day, no new callbacks will be offered but all existing callbacks are fulfilled in order.
- Rapid Purge – launches all customer callbacks as quickly as possible in order to clear the queue and make sure all promised callbacks are made, typically immediately before the contact centre closes.
- Standby - no callbacks are offered or dialed.
Manual or scheduled Operation Mode changes
All of the above Operation Modes can be changed individually for each queue on the fly by contact centre supervisors and managers via the web based administration tool, EyeQueue.
In addition, scheduled changes can be configured based on expected call volumes, staffing levels and business hours to minimise manual intervention.
Smart Features for dynamic environments
For ultimate convenience, Smart Features automatically change the caller experience based on real time information about the current contact centre performance, including:
- Smart Virtual Queue – switchs to Virtual Queue mode when wait times exceed a configurable threshold removing the ability for callers to wait on hold in person.
- Smart Purge – stops offering callbacks to customers when the wait time in the queue is longer than the time left before the contact centre closes.
- Smart Call Block – force disconnects callers before they join the queue during times when wait times are extremely high.
