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TSI Andre
Premium Member
join:2008-06-03
Chatham, ON

TSI Andre to LondonOntGuy

Premium Member

to LondonOntGuy

Re: Please get new hold music

Ideally, we don't have hold times That would fix everything!

We are working towards that (getting the wait times as low as possible)

jtl999
join:2012-11-24
canada

jtl999

Member

Add a callback function. After 20 seconds say like "Press 2 then hang up then we will call you back when ready."

TSI Andre
Premium Member
join:2008-06-03
Chatham, ON

TSI Andre

Premium Member

We already have a callback option. The issue is that its currently manually enabled or disabled. Ideally, it should offer one automatically based on the queue wait time...

Example, if Wait time is larger than, lets say, 10 minutes, offer callback.

I briefly looked into this before but it may not be a bad idea for me to bring it on the front burner.

PROJECT ACCEPTED
Guru
join:2008-10-01

Guru

Member

You also have to have the agents available to call out bounds and if the calls are pouring in, it just makes it worse!!!!

TSI Andre
Premium Member
join:2008-06-03
Chatham, ON

TSI Andre

Premium Member

Having agents set aside for callbacks is counter-productive a bit. If we had available agents, we would put them in the queue so they could answer the calls so people wouldn't have to take callbacks.

We do have an outbound team which action ticket callbacks and such... This way, we are not tying down associates that are answering calls.

Its a good idea, but at this point, we just need as many people on the phone...

jtl999
join:2012-11-24
canada

jtl999 to TSI Andre

Member

to TSI Andre
Your welcome.

noemails
@bell.ca

noemails to TSI Andre

Anon

to TSI Andre
you dont have an agent watching over the queue....aka qmon...that person should have the ability to turn off or on the call back feature. that person should also be watching the talk times of agents and have the ability to listen in and sede which agent is a deer in the headlights on a call and direct them in the correct direction or send over a floor walker to resolve the issue or pass it upto your second line of agents....

TSI Andre
Premium Member
join:2008-06-03
Chatham, ON

TSI Andre

Premium Member

We already have that in place. The next
Step is to automate it!