Offline call center queue
Good afternoon, dear. We decided to implement a long-standing idea at the call center of the sushi and pizza delivery service.
Guests call, they hear their position in the queue and the waiting time, if the latter is more than 4 minutes, then it is suggested to call the subscriber at the expense of the company. But not immediately, but when his turn comes up.
The function works only on defined numbers of mobile operators. We decided not to call back on the city, so as not to run up on the office PBX.
The call center begins to call the subscriber a minute before his turn arrives. Call 2 times if busy or subscriber is unavailable. We do not reserve the operator for this subscriber, so that there is no idle operators. The tests showed that the maximum time for the discrepancy between the predicted time and the actual time for queues of up to 10 people and 10 operators did not exceed 1.5 minutes.
Call through VoIP-GSM gateways with unlimited. As soon as the gateways “end”, we stop offering.
The main goal of implementation is of course “mining” the loyalty of guests. If we deceive with waiting time, the subscriber will hardly notice this when he is not hanging on the phone. Plus the release of incoming lines, of course.
There are thoughts still to send sms-ku after a release with the predicted waiting time and sms-ku after a nedozvon from 2 attempts, they say we called you, and you missed. It is possible to give a corridor in 5-10 minutes to call the subscriber with higher priority again.
Guests call, they hear their position in the queue and the waiting time, if the latter is more than 4 minutes, then it is suggested to call the subscriber at the expense of the company. But not immediately, but when his turn comes up.
The function works only on defined numbers of mobile operators. We decided not to call back on the city, so as not to run up on the office PBX.
The call center begins to call the subscriber a minute before his turn arrives. Call 2 times if busy or subscriber is unavailable. We do not reserve the operator for this subscriber, so that there is no idle operators. The tests showed that the maximum time for the discrepancy between the predicted time and the actual time for queues of up to 10 people and 10 operators did not exceed 1.5 minutes.
Call through VoIP-GSM gateways with unlimited. As soon as the gateways “end”, we stop offering.
The main goal of implementation is of course “mining” the loyalty of guests. If we deceive with waiting time, the subscriber will hardly notice this when he is not hanging on the phone. Plus the release of incoming lines, of course.
There are thoughts still to send sms-ku after a release with the predicted waiting time and sms-ku after a nedozvon from 2 attempts, they say we called you, and you missed. It is possible to give a corridor in 5-10 minutes to call the subscriber with higher priority again.
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Source: https://habr.com/ru/post/136793/
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