Virtual queuing systems allow customers to receive callbacks instead of waiting in a call center on hold queue. What is the impact to the customer experience is covered within.
To those of you who have been wondering about or considering implementing virtual queuing into your call center, I hope you found the previous blog posts on the topic useful. For ease and reference: Part 1: Wait on hold or wait in line? THAT is the Call Center Question. Part 2: How to calculate pulling the trigger on long call center wait times. Part 3: Prioritizing unhappy customers, one call center’s approach. But at an average implementation cost of $318,000, plus $32,500 in annual maintenance fees (according to a 2006 Forrester study), I would be remiss if I did not offer a solution to those of you who do not happen to have the budget for such an investment. […]
Prioritizing unhappy customers, one call center’s approach. Part 3 of a 3-Part Series on Virtual Queuing
As the economy has deteriorated over the past three years, we’ve seen a number of our business partners become more aggressive in their collection practices. One of the unintended consequences to this approach has been an increase in overall call volume in response to the collection calls and service termination messages. In part 1 and part 2 of this series, we talked about a few different scenarios where virtual queuing was successfully implemented in call centers. One of our business partners, had an approach that was also a proven success, yet different from how others may have implemented this solution. […]
How to calculate pulling the trigger on long call center wait times. Part 2 of a 3 Part Series on Virtual Queuing
Every organization has a group of customers that are held close and dear to the organization, whether due to loyalty program members, the revenue or profit margins they generate, the new market segment they represent or countless other reasons. One of our business partners recently explored ways to better serve their highly valued small business customer segment. Since better service can only result by understanding customer expectations first and foremost, that’s exactly where our analysis begins. If you remember in Part 1 of this series, I talked about some figures related to customer acceptance of a virtual queue as well as some positive figures about one company’s successful adoption. […]
Virtual queuing offers a new way to handle a very traditional problem in call centers – customers waiting, sometimes endlessly, to talk to customer service agents. High wait times have been correlated to poor brand loyalty, low re-purchase rates, loss of positive word-of-mouth and high customer attrition. Companies who employ a virtual queue allow their customers to hang up the phone and do whatever it was they were doing before they placed the call, while their place in queue is maintained to trigger an outbound call from the call center to them. According to a Forrester Research study conducted in 2006, 50% of all customers who were presented with this virtual hold option accepted it. […]