Virtual Queuing and Callback Improves Customer Experience

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Configuration screen for virtual queue feature. Administrator can control when opt-in prompt plays, based on estimated wait time (EWT). Configuration screen for virtual queue feature. The administrator can control when opt-in prompt plays, based on estimated wait time (EWT).

A new feature in ServicePattern, virtual queuing with a callback, means your customers can keep their place in line, and get a callback, instead of waiting on hold for an available agent.

When this feature is activated, the caller is prompted to opt-in to a callback, instead of waiting in the queue. ServicePattern maintains a virtual queue of callers and those who opt-in, so that callback order is maintained, corresponding to the arrival order of the original calls.
The contact center administrator has plenty of control over this feature - the prompt to opt-in can be played when the caller is first added to the queue, and the expected wait time exceeds a pre-determined value. The prompt may also be offered at pre-determined intervals while the caller is waiting.
ServicePattern keeps the caller informed, explaining the estimated wait time, and explaining how the callback works. The caller also has the option to enter a different phone number (other than the ANI number captured at call arrival) for ServicePattern to call back.
This great feature is just one more way to empower your customers and give them options to set the pattern of their customer experience.

David

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