Does anyone out there have a solution for controlling extremely high call volumes to queues, i.e. this is the case where the queue is severely understaffed and answer times are increasing exponentially. For example, is there a method for disconnecting callers and asking them to call back later?
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Controlling High Call Volumes
- Thread starter jelding
- Start date
DancingDave
Technical User
Depending on the nature of your business, I would avoid disconnecting customers, many are likely to phone straight back to complain!
Do you have anywhere else you could overflow the calls to? If so, you could trigger an overflow based on the call rate intrinsic.
Alternatively, you could use the expected wait time intrinsic to play customers a message indicating they are likely to be in for a long wait on the phone (best to give banded messages i.e. current EWT is more than five minutes/ten minutes etc.) and influence them to disconnect the call themselves.
You could even punt the caller to mail and let them leave their details for a callback (as long as you do call them back!)
Plenty of ways to skin a cat as they say, the forum has plenty of examples of the code you would need for any of the options above.
Do you have anywhere else you could overflow the calls to? If so, you could trigger an overflow based on the call rate intrinsic.
Alternatively, you could use the expected wait time intrinsic to play customers a message indicating they are likely to be in for a long wait on the phone (best to give banded messages i.e. current EWT is more than five minutes/ten minutes etc.) and influence them to disconnect the call themselves.
You could even punt the caller to mail and let them leave their details for a callback (as long as you do call them back!)
Plenty of ways to skin a cat as they say, the forum has plenty of examples of the code you would need for any of the options above.
How large is your voicemail system. If you have "that" many calls sending them to voicemail/callpilot might just cause you additional heartache.
Yes you can just disconnect the callers if you want. Most would suggest playing an annoucement that you are very busy and then disconnect the calls. Sure its not the most customer service friendly way to do things but it may be all your system can do depending on your available resources.
The question we would need to know if what do you consider busy? Do you want to gauge it off of calls in queue? Do you have a messaging system with any bandwidth available for these calls to hear a message?
If you want more direct manual control, like allowing a supervisor to monitor it and force the calls there, you could monitor for the supervisor logging into a "dummy" skillset as the key for forcing all new calls to disconnect or a message. Checking for Logged agents or something or that sort.
Yes you can just disconnect the callers if you want. Most would suggest playing an annoucement that you are very busy and then disconnect the calls. Sure its not the most customer service friendly way to do things but it may be all your system can do depending on your available resources.
The question we would need to know if what do you consider busy? Do you want to gauge it off of calls in queue? Do you have a messaging system with any bandwidth available for these calls to hear a message?
If you want more direct manual control, like allowing a supervisor to monitor it and force the calls there, you could monitor for the supervisor logging into a "dummy" skillset as the key for forcing all new calls to disconnect or a message. Checking for Logged agents or something or that sort.
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