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Public SectorWith the 2006 Varney report adding even more pressure on the way public sector call centres deal with their customers and having to meet best practice performance indicators, it is no surprise to find many missing targets.Every public sector contact centre has different needs but they ultimately want to provide an efficient service to their citizens. Time spent on hold waiting for an advisor is consistently the biggest cause of dissatisfaction when using contact centres. So how can contact centres achieve targets without reducing efficiency and increasing costs? QueueBuster QueueBuster helps achieve best practice and delivers tangible benefits in efficiency, customer satisfaction and contact centre morale. QueueBuster allows callers to avoid waiting in queues by offering them a fully automated callback when queues form. The system then queues on behalf of the customer and calls them back as soon as an advisor becomes available. All calls are handled on a first-in, first-out basis ensuring customers get their callback within the time-frame of the queue - not some time later when queues have died down. QueueBuster callbacks are inbound calls with a voice recording of the caller's name so the agent can greet customers personally when the callback is made. Caller Experience is dramatically improved. Advisors deal with fewer complaints about contact centre queues and can begin the call in a positive manner. Productivity is improved because fewer agents need to be deployed to cover peak intervals and agents handle more calls. Many Public Sector contact centres have deployed QueueBuster and the results are compelling. The London Borough of Waltham Forest reports a ‘positive impact on targets’ with ‘QueueBuster performing well’, ‘greatly helping to improve the service offered to customers’ and also leaving mystery shoppers ‘very impressed’. Contact us now to use QueueBuster to deliver improved caller experience and a more efficient contact centre. |
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