| If you run a business and receive a lot of
calls, you'll know how frustrating it is to mange those
calls and ensure each calls is answered within a set time.
Equally frustrating is your customers calling you, when
they hear the ringing tone, busy tone or a voicemail service
stating your not able to take the call right now. |
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What if you could deploy a call queuing system that requires no hardware to purchase, no maintenance, no installation of site equipment but will deliver a state of the art call queuing system for your business and at a very reasonable cost.
Whenever your a small business with 2 + Lines or a medium to large business with thousands of telephone lines, our virtual call queuing systems has been designed to run off site and without any installation or adjustment to your existing phone line or telephone system setup.
How Does it Work?
Crosby setup the system within our telephone network infrastructure and request from your telephone provider that all calls to your number when your busy and or don't answer a call within a pre-set time period are re-directed to our exchange. At this point your callers are answered with a professional greeting telling callers they are in a queue and will be answered shortly. Crosby will continue to ring your office and put the call through while your customers can hear music or advertising messages about your business and or products and services.
Benefits
- Answer each and every call to your business with a professional message giving the right impression rather than allowing the phone to ring out or a busy tone.
- Allow calls to be queued in the order they have been received.
- No need to install extra lines, services or hardware.
- Operates totally off-site without any changes to your existing setup.
- Pay as you go pricing, you only pay for the service when your busy or unable to take calls meaning no large monthly overheads or 12 month contracts.
Applications
- Most business environments were they experience a number of incoming calls from customers and were its important that each call is answered.
- Businesses with large marketing campaigns or experience a "peak" in regular traffic who need a temporary call queuing system.
- Radio or television environments whereby a lot of listeners or viewers respond at the same time meaning its impossible to answer every call with your existing setup.
Costs
Virtual Call Queuing costs just £250 to setup with a small monthly rental of £14.99. Each call that is directed to us when you are busy is charged at 10p per min at all times. Please contact us for pricing for large call volumes.
We take around 3 hours to setup Virtual Call Queuing. If you want professional recorded messages about your business whilst people hold, this takes around 2 days once we received a script from you.
Statistics And Management
As with all of our products, you can manage this product on-line using a web interface. Simply login to our service and you will be able to do the following in real time :
- Check current queue status,
- Transfer queue number from one counter to another,
- Alert the staff when the waiting time exceed the targeted waiting time,
- Able to configure different services to a series number,
You'll also be able to run the following reports, again all real-time :
Statistic reports such as:-
- Status of queue such as number of customer waiting,
- Number of customers served during a particular time and
the service time,
- Number of customers served by service,
- Number of tickets taken,
- Number of counters opened,
- Average service time for each counter staff,
- Arrival time of each customer,
- Total serving time for each individual counter and services,
- Starting and ending time for each counter,
- Total waiting time.
All these reports are able in hourly, daily, weekly and monthly basis.
Extra Features
Add any of the features below for just £99+VAT onto a new or existing setup of Virtual Call Queuing.
Call Jump
Using the web interface that comes free with Virtual Call Queuing, enter the phone number of any important customers, so when they next call they can "jump the queue" and become the next call to be answered.
Caller Position
Tell your customers what position they are in the queue, this gives customers confidence that the calls are being answered and will indicate how fast they are moving down the queue.
Status Screen
If you have 5+ operators taking calls in an open office environment, why not add a status screen as pictured below. This screen can be installed anywhere in your office and simply plugs into your existing internet connection. The screen displays how many callers are waiting in the queue in real time plus for larger call centres it will display the queue or room number that are handling the calls. Monthly rental £75+VAT
Facts
The Call Center Management Review (August 2000) found callers rank the following highest as causing feelings of frustration and irritation :
- lack of service personnel;
- waiting on the phone;
- uncaring communication;
- getting the runaround;
- phone system too complex
- receiving unreliable information and service
Although virtual queuing systems cannot add more service personnel, they help contact centers use the existing personnel more effectively while significantly reducing the time callers are waiting on the phone. Improving the agent’s effectiveness provides the same benefit as adding agents. Additionally, these systems demonstrate that you care about the caller’s time and provide a more positive experience for both the caller and the agent.
Virtual queuing systems help significantly improve the caller’s perception of how a center handles the top three items that cause “frustration and irritation” in their customers.
The Call Center Management Review (Jan 2005) found “callers rank the following highest as causing feelings of frustration and irritation
- lack of service personnel;
- waiting on the phone;
- uncaring communication;
- getting the runaround;
- phone system too complex
- receiving unreliable information and service
Although virtual queuing systems cannot add more service personnel, they help contact centers use the existing personnel more effectively while significantly reducing the time callers are waiting on the phone. Improving the agent’s effectiveness provides the same benefit as adding agents. Additionally, these systems demonstrate that you care about the caller’s time and provide a more positive experience for both the caller and the agent.
Virtual queuing systems help significantly improve the caller’s perception of how a center handles the top three items that cause “frustration and irritation” in their customers.
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