Hi

Has anyone implemented Queuebuster in their call centre and have you seen the improvement that is claimed in the speil??

Graham
Carnival UK

Queuebuster is in use in a number of our contact centres and is a definite improvement:
1. No manual transfer of messages to agents to dial out
2. No manual outbound dialling - reduced wasted attempts.
3. Calls offered to agents at appropriate queuing levels so SLA not compromised

If offered a trial, take it.

Hi,

I am very interested in this. Can anyone advise how this works? Would really appreciate it.

Trev.

We have recently implemented Queuebuster - Its a fantastic application, and the MI available from it is very good.

The onmly downside is the cost - depending on your call volume and the amoun t of spikes you have, it can be costly - e.g we deployed it and 219 people took advantage of it, calling them back at 20p per minute can be expensive. Especially if there isnt a sale at the end of it..but can you put a price on good customer service!?!?!

Hi Johnathan,

Didn't know about the billing charges - are there setup costs for the service as well?

Seb

When you export the MI, it shows the cost it would have incurred..These call backs come at a cost. Setup charges I m not too sure, as our telecomms departments setup the trial.

I dont think it improves SLA, but definitely adds to customer experience when you are experiencing high call volumes, as we are presently.

I was responsible for the roll out and initial analysis of the the improvements QueueBuster could have brought to our company.

We find it extremely effective.

Will happily answer any questions.

dan.parker@cfs.co.uk

I'm a Solutions Architect at Netcall, developers of QueueBuster, and I’m posting some clarifications about usage charges and set-up costs.

I'm also sharing some feedback received from our customers on improvements to Service Level.

Our customers have built solid business cases to prove that by using QueueBuster they have been able to handle more calls with the same number of agents or handle the same calls with a reduction in headcount while maintaining their SLA through busy periods.

Exceptional customer and agent satisfaction has been repeatedly demonstrated.

Improvements to SLA following a QueueBuster implementation at one of the UK’s leading direct financial services companies has seen an improvement in service level rate by a minimum of 10% and a minimum 20% reduction in abandoned calls, both without any extra staff. A number of case studies are available at http://www.netcall.com/customers_testimonials.asp

QueueBuster can be purchased either with on-site licences or as a hosted 'on-demand' solution.

Licence implementations have up-front charges for licences but then no per-use charge other than standard outbound telephony rates when connected to the customer.

QueueBuster ‘on demand’ has low up-front set-up and monthly charges with variable charges based on usage.

Charges are based on factors such as capacity of system required, queue-times, talk-times, and location of customer. Our customers have the ability to configure when QueueBuster is enabled 'in-life' to meet the business demand and therefore only pay call charges when it is used.

These options provide a flexible approach to charging that can accommodate any size of call centre and any mix of capital and operating expense.

I’m very happy to answer any further questions.

Daniel Muddiman, Solutions Architect – daniel.muddiman@netcall.com.

QueueBuster should only be used tactically, I have seen too many instances of over use and dependancy which leads almost to an outbound operation, increased telephony costs and dissatisifed customers.

Hi Steve

I'll be honest as a partner of Queuebuster my opinion is obviously one sided.

I don't really understand your point on over use. If a business invests in Queuebuster to save their customer from hanging on the phone then that's great.

I remember the first time I used it, I thought it was brilliant. I would now highly recommend it to anyone who is trying to add value to there customer base.

Jason

I agree it's a good tool, nowhere have I said anything different. My point is that customers want contact when it suits them and not when it suits the organisation they are calling. Whether or not a customer is in a queue, or waiting for a call back, they are still waiting.

This improves the corporate perception view of customer service rather than that of the customer.