Callback Dialer for Agents

[LiptonDevelopment]

On occasion, our call center gets hammered and the queue wait times get a bit excessive. In addition to adding more agents, my boss has asked me to investigate options to reduce caller frustration. He mentioned his bank has a feature that allows the caller to get out of the queue, and get a call back from an agent without losing their position in the queue.

While in the queue, there is an option to either continue holding, or select an option for a callback. In the callback system, he types his phone number in and waits for the return call..eliminating his having to sit for 20 minutes on the phone listening to hold music.

Are there any recommendations for a 3rd party product that can handle this? We're using a 406v2 with version 4.2.20.

Thanks for any feedback!!

 

[tlpeter]

You do not need a third party system
You need voicemail pro

You could use campains for this or just use voice questions and let the result being emailed to the agents
When one comes free or a special group of agents can then listen to the message and call back the person

ACS - Implement IP Office
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______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[LiptonDevelopment]

Thanks for your suggestions! We do have VMPro (30 ports). We haven't used campaigns yet, but will this have an agent automatically callback a client in the same order they were in the queue? This is the most important feature, that they guarantee they won't lose their queue position. Ideally we wouldn't want to rely on the agents to continuously check e-mails, etc. when their phone is ringing.

Thanks again for any further suggestions..

 

[hairlessupportmonkey]

Build your campain / call flow into the group queuing and still queuing - that way calls that get queued up get the ring back facility.

 

[tlpeter]

With any app they will lose there queue position anyway so that will not apply !

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[amriddle01]

It would be impossible for the customer to tell if they had maintained their position or not with a callback, unless they are sitting next to someone else who had called in after them If you were to do it via email, as long as the agents called in the order they recieved the message that would be the correct order

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[hairlessupportmonkey]

if you did a transfer after the callback to $ACD? doesnt that rejoin the queue?

 

[amriddle01]

Why would the agent put them into a queue if they have just rang the customer up?

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[hairlessupportmonkey]

i dont know, im guessing they might want to rejoin the queue if they want to opt out of a call back?

 

[janni78]

There are applications that make the callback feature the way you want, calling back when it's their time in queue.
It requires you to queue the calls in the application instead of the IPO so it can keep track of the calls.

We have something like that in the Nordic but don't know what's available on the rest of the market.

"Trying is the first step to failure..." - Homer

 

[MandyDroid]

This would be a nice feature as yesterday I had to design a breakout method in my VM Pro, but it just gives the user the option to leave a message for a call back - no queue guarantee at all.

 

[LiptonDevelopment]

Janni78, can you pass me the name of some applications you know of? I am hoping they integrate well with IP Office. Thanks