![]() ![]() “Agents” tab - click to “ Add” the member extensions for this queue and move the extensions up or down to configure their priority.“Click2Call / Click2Meet” - set a user-friendly URL to enable callers to easily request remote assistance. See how this can help your contact centre here and here.“ Options” - select to announce a caller’s queue position and specify the prompts language for the queue.“ Play Intro Prompt” - set a custom introduction prompt and choose whether to play this prompt before polling the agents.“Music on Hold” - use a custom on-hold audio file.This option also gets triggered if the caller presses the ‘*’ button, to give callers a queue exit option and leave a message. “ Destination if no answer” - define the maximum queue waiting time and the action to perform if the call remains unanswered. If no agent is logged into the queue, this option gets triggered immediately.Alternatively, you can assign an IVR menu option to the queue. “Direct Inbound Dialing (DID)” - optionally assign one or more DIDs to the queue to route calls directly to the queue.for how long the phone keeps ringing before the call is considered unanswered by that agent. “ Ring time” – the timeout in seconds, i.e.This strategy can be used to set up skills-based routing, by prioritizing the agents according to their skills. all calls go to the first agent, and only if this agent is busy, the calls go to the next agent. Prioritized Hunt – distribute calls according to the order specified in the “Call Queue Agents” section.Ring All – ring the phones of ALL the agents.Hunt random start – randomly choose an agent to distribute the call to and evenly distribute calls among available agents.“ Polling Strategy” – define how calls are distributed to agents:.Click “ Add”, enter a name for the queue and select a virtual extension number.To add a Call Queue click on the “ Call Queues” function in the 3CX Management Console and: calls to a sales number are routed to a call queue, where callers are kept in the queue until the next sales person is available to respond. Make the right call for your telecoms communication solutions and choose NCI Technologies.Call Queues enable calls to be queued, instead of them going unanswered, whilst agents are on a call, e.g. Utilising 3CX call queues and their supporting features has helped us to maintain our exceptional service promise and provide data to improve our employee training.įor more information on how 3CX can boost your business productivity and improve customer service visit our dedicated 3CX page or contact our friendly sales team. The Wallboard shows Real Time Queue statistics that are of utmost importance to operators and supervisors. Pictured: The 3CX Wallboard is a web based utility integrated with the 3CX Web Client. Ability to choose from the following call strategies:.Clearly see which staff members are on the phone and to which company or phone number.All are easily viewed on a wall board display monitor in the office. Real time call statistics (calls taken, abandoned, average wait time, longest wait time and average talk time.Queue manager receives notifications when a call has breached our service level agreement.Staff can have a wrap up time to complete the admin to close down a support call before their line rings again.Improved customer service by screening calls with listen in, whisper and barge features.Ability to see if a customer dropped out of the queue and can call them back.Customers can opt to be called back when they reach the top of the queue.This enables us to take more calls than we can handle at any one time saving the need to employ additional staff.Ĭhoosing to deploy 3CX has allowed us to benefit from the following call queue features: Even using perfectly chosen on hold music and customer messages as part of a call queue strategy has been shown to increase caller retention by up to 98%.ģCX call queues enable NCI Technologies to distribute incoming calls to specific resources within our business such as finance, sales, marketing or technical, allowing us to hold calls until a staff member becomes available. Although some may not think much of call queues, when used correctly they can really add value to your business helping to improve customer service by ensuring you never miss a call. Here at NCI Technologies we implement a call queue strategy using, you guessed it, our number one telecoms solution 3CX. Improve Customer Service Satisfaction with 3CX Call QueuesĪre you looking for ways to improve customer inbound call satisfaction? Look no further. ![]()
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