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TSI Andre
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join:2008-06-03
Chatham, ON
kudos:24
reply to jtl999

Re: Please get new hold music

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
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TSI Andre
Director of Service Delivery

TekSavvy Website | TekSavvy Blog


Guru

join:2008-10-01
kudos:2

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
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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...
--
TSI Andre
Director of Service Delivery

TekSavvy Website | TekSavvy Blog



jtl999
CEO of Actiontec Dev Team

join:2012-11-24
In the GVRD
kudos:4
reply to TSI Andre

Your welcome.



noemails

@bell.ca
reply 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
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We already have that in place. The next
Step is to automate it!