Answering the call center industry concern of call abandons due to increased customer wait times, Drishti-Soft has come up with an advanced queue management solution - QPass. This feature provides an opportunity to the contact centers to reduce their call abandons due to increased wait times for callers during peak calling hours. With QPass, the callers get an option of 'Passing' the queue and connecting directly to the agent after the expected wait time notified or requesting a callback at convenient time. Since, the callers are presented with options to best utilize their time, the call center is successful in satisfying the customer with an intelligent service.
For today's highly competitive business environment, customer satisfaction is a core focus area to ensure customer loyalty. Coupled with this, the business dynamics are such that there are seasonal peaks where a sudden addition of resources at such short notice does not seem a practical solution. Applying this to the call center industry, there are processes for industry verticals like telecom, DTH, insurance, emergency services etc. where there can be seasonal or unexpected rise in call traffic due to some service interruption or natural emergency. Here managing all the customers and ensuring that extended wait time does not lead to the customers abandoning calls becomes a challenge that can be handled with the help of technology solutions like QPass.
Explaining the concept of QPass, Sachin Bhatia, Co-founder, Drishti-Soft says - "QPass is a pluggable development support that we would provide with our Ameyo suite. Usually in an inbound contact center process, a message of "Your call is important to us" is played to the customers for extended wait times. However, by making the customers wait for so long, the call center is actually not conveying the message being played. Instead of this, smart contact centers can provide an option to their callers to either continue their position in the virtual call queue or 'Pass' the queue and callback after the notified wait time and connect to the agent directly. Or better still, the queue can dial back to the customer post the wait time or at a time preferred by the customer. Now that’s how you can actually say the customer call is important to you."
Besides, helping contact centers reduce call abandons, solutions like QPass also help save on telecom costs. As the customer chooses to disconnect and 'Pass' the queue, the toll costs of the incoming calls are saved. Also a caller on abandoning a longer wait time call would re-attempt to connect to the agent which would further be a cost to the contact center. With QPass, call centers have an option to reduce such costs and provide a better experience to their customers. Without allocation of additional resources to high call traffic processes, contact centers are able to maintain their customer service levels with an advanced queue management solution like QPass.
Drishti-Soft Solutions Pvt. Ltd. (drishti-soft.com) is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.