Call Back & Virtual Queuing

Empower callers with the option of a call back

Qology’s call back solutions allow callers to:

• Wait on hold in person for an advisor
• Receive a call back when it’s their turn without losing their place in line
• Schedule a call back for a later time up to seven days in advance

The offer of a call back can be integrated seamlessly into your existing call routing plans with the options above presented to the caller immediately before they begin queuing for an agent.

Educate callers about delays with estimated wait time

QueueSpeak educates callers about current hold times based on data from your existing contact centre switch or interaction routing engine. Accurate wait time allows callers to make informed decisions about how to spend their time – on hold or waiting for a call back – and reduces abandoned calls when wait times are low.

Customise caller experience based on advanced business logic

For each call that arrives Virtual Hold calculates an estimated wait time for that caller and compares this information with the business logic configured for the queue it has arrived on to determine what experience and options the caller will receive before they are placed into the queue.

Configurable Operation Modes determine what options are presented to callers when wait times exceed a configurable threshold and can either be set by contact centre managers or supervisors manually or engaged automatically by Virtual Hold’s Smart Features.

>> Read more about Operation Modes and Smart Features

Manage in real time with EyeQueue

Contact centre managers and supervisors have real time access to Virtual Hold configuration via the web based configuration application, EyeQueue.

EyeQueue provides the ability to update in real time settings that impact the customer experience, such as Operation Mode, as well as monitor real time statistics about callers in each queue and generate historical reports about the call back solutions performance, such as call back take up rate and call back punctuality.

Detailed real time and historical reporting

With 18 out of the box reports and the ability to create custom queries against the call detail records, measuring the impact and success of a deployment of Qology’s call back solutions.

For real time reporting, QueueWatch provides a web based monitoring tool with data also exposed to third party reporting tools and displays, such as wallboards, plasma screens and web pages.

>> Read more about reporting