Callbacks Q4U

www.ct-solutions.com

Q4U

Contact Centre Callbacks

Wow Factor: They called me back when they said they would


Q4U is an automated call back system for your web

and telephone customers that enables them to

avoid waiting on-hold, without losing their place in

the queue or their call being lost to your call

centre.

Callback Q4U


The Problem

Janet'sLeaving OutageJohn

sick

Olympicsfinal

Huge Ad.Response

Huge Email Response

Poor Ad.Response

SunnyDay

ComputersDown

Understaffed

Ideal

Overstaffed

Service Level

Q4UContact Centre Callbacks

Q4U

Callback Q4U is the answer

You are at the mercy of everything from the weather to what's on telly,to computer gremlins, marketing campaigns and staff celebrations.The call centre operates in a more controlled manner with a balanced call flow, reduced wait time, reduced talk-time and increased service level


Pre Callback Q4U Costs

• Lost customer costs– Losing customers due to long wait times.– Bad publicity due to long wait times.– Bad customer service during busy periods.– Bad customer service when understaffed.

• Staff Costs– Agents under-utilized during quiet periods.– Over-staffed to cope with busy periods.– Increased talktime due to customer anger

after long wait.– Agent attrition due to stressful environment.– Outsourced overflow during busy / understaffed times.



Post Callback Q4U

• No Lost customer costs– Retain customers otherwise lost due to long wait times.– Great publicity – customers will tell their friends.– Top customer service during busy times or staff shortage– Managed Advertisement campaigns

• Reduced Staff Costs– Quiet periods are filled with Callbacks

• Better agent utilization.

– Holiday and sick day cover.– Shorter calls during busy periods.– Agents love callbacks – less stress, more flexibility.– Reduce/eliminate overflow outsourcing.



Q4U Architecture

CTI Server

2. Contact Center Server

notifies Q4U of callback

requests via shared

database or HDX.

3. Q4U uses dedicated bank of

CTI ports on the Call Server to

make callback calls.

Call Server

4. When callback

reaches an agent,

the Q4U Client on

the PC displays a

notification dialog

and optionally

pops the CRM

Q4U Callbacks Server

1. Customer informed of

EWT and opts for callback,

and hangs up.

Contact

Center

Server


Quotations

Group

Customer Care

Group

Quote Skillset

Quote & Quote CB

Skillset

Quote Skillset


Q4U Callbacks: Business Integrated

• Optimised for agent utilization

• Fully Integrated with Avaya– Agent assigned Skillsets

– Skillset & Agent Performance reports

– Avaya Real Time Display

• Callback types

– Phone, Web, Mobile Apps, SMS

• Integration for adding new callbacks included

– From the web

– From CRM ad hoc



Web callback Pop

Enter query on the “Contact Us” page.

- Phone number in international format “ + “

- Choose “Email Me” or “Call Me”

- “Email Me” is same as current “Send”

“Call Me” generates a Q4U call in to an

agent with screen pop.

The pop contains all the

information from the query form

including the query text itself.



Screen Pop Option – for ANY CRM

•Key differentiator for Q4U Callbacks.

•Customers always ask for this– Almost mandatory.

•For any CRM– Screen Pop Platform– Hooks for all known integrations.

In-house developed

CRM



Q4U call modelsAgent First Customer hangs up, Q4U placeholder call put in the queue

Customer is called once the agent connects.

> Customer delighted,

> Agent reserved to answer or leave a voicemail.

Customer First Customer hangs up and Q4U queues a CB in its database

Q4U calls customer after the Expected Wait Time.

Customer prompted to confirm callback still required.

Customer transferred to priority 1 skillset...short wait

> Customers has short wait.

> Most efficient for agents.

CB CB CB

CB CB

Q4U



Q4U Makes Business SenseWhat would it take to increase your Service Level 10 points ?

A 50 agent Call Centre wants to improve Service Level by 10 points (e.g. Move from 60% to 70% Service Level)

– Requires 5 additional agents (Source: Forrester, complex Erlang Calculations)

– Costs 200K based on 40K CSR Fully Loaded Cost

Q4U System for above example– Q4U Licences 20– Other Licences (CCT etc.) 2– Services (Project Mgmt, Install etc.) 4– Customer Resources (H/W, services) 4– Year 1 maintenance 4– TOTAL 34K


Documents

Callbacks Q4U