Before examining your options, first identify the issues within your contact centers. Are your hold times too long? Do you lack the right information about your customers? Is agent availability inconsistent?
When vetting vendors, ask them about:
- Total calls offered to the queue
- Total calls handled by agents
- Average handle time
- Total abandons
- Average answer speed
- Agent staffing levels
Ask about analytics, too; a robust call queue management system will let you measure the success and efficiency of your contact center. You can gauge a virtual hold system's impact on the customer experience by looking at analytics such as average speed to answer, the abandonment rate and an increase in calls answered within service-level targets. You can also look at the customer satisfaction score and the net promoter score to measure a system's worth.
Queue management and voice callback technology can help improve contact center performance and help agents provide customers with a more efficient resolution process. When a call center's this efficient, everyone wins.
Find out how Verizon's Voice Call Back - Cloud services can empower your customers and upgrade their experience.
The author of this content is a paid contributor for Verizon.