Measure the impact on the contact centre
The ability to measure the impact of a callback and queue management solution on the contact centre’s performance is considered critical to the successful deployment of Qology’s solutions. Therefore, our Integration Consultants spend time analysing all existing metrics collected by your PBX / ACD or third party reporting packages to ensure that the change in customer experience and call flow does not impact the accuracy of that data.
Monitor in real time
The ability to monitor the number of callbacks pending is vital in maintaining the integrity of real time reporting tools, wall boards or flat panel displays so that agents and supervisors always have a true picture of the current queue depth.
QueueWatch affords supervisors access to real time queue statistics, such as estimated waiting time, holding calls waiting and callbacks pending, via a simple web interface. Additionally, the same data can be exposed to third party wallboards and displays to keep agents up to date.
Monitor the customer experience
As well as 18 out of the box, pre-defined reports, Qology’s callback solutions write call detail record (CDR) data to an open and documented database allowing you to build on your existing reports with new queries based on callback requests requests and the resultant outbound callback attempts.
Improve the callflow and take up rate
The level of reporting detail afforded by the Qology’s callback solutions ensures that any issues impacting the take up rate or successful reconnection rate of the callback service – such as a regularly mis-understood prompt – can be quickly spotted and rectified.
