How can we…
….manage call queues during peak business?
It’s a fact of life that today’s inbound call traffic comprises significant peaks and troughs. Sometimes peaks are predictable; other times, an unexpected event can result in a surge that leaves call operators and resources swamped.
“In 2002 we wanted to improve the service our supporters and callers received when contacting all departments of the club. Modern Communications switched us over to a network-based solution on an 0870 number plan. This allows us to dynamically add extra capacity to the system when it gets busy, plus hugely improve customer service through effective queuing and live recording. We have retained Modern since implementation and would recommend them to any interested party”
Philip Rose IT & Communications Manager, Tottenham Hotspur FC
Effective call handling is a key factor in the Customer Experience. When calls are queued for long periods, or even worse dropped, the effect is quickly seen in lost sales, customer disaffection and churn.
Scalable virtual capacity.
Modern Communications is an expert in delivering network capacity that can respond to peak business needs. For several customers, we have successfully provided ‘virtual’ capacity on demand. When call queues reach a critical length, extra ports are added dynamically. Calls are answered immediately by an auto-attendant system, providing each customer with accurate, up to date information about the status of their call and the options available. In many cases, this capability has required no additional investment in hardware.
The use of non-geographic, 08XX numbers creates additional opportunities to lift enquiry rates, trade nationally or generate revenue. Modern is ideally placed to advise on the strategic and commercial considerations that surround managing traffic via these routes. We are excellent at capturing clients’ requirements and delivering these efficiently and usefully within the existing business and telecoms infrastructure.
Modern ensures inbound traffic management translates into increased sales. To find out more, call our communications team today: 0870 444 2012