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 [...]
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 [...]
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 [...]
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 [...]