How can you handle your call center peak times more effectively while agents are working from home?

Due to recent COVID19 pandemic, most call centers are adopting remote working solutions. This can create a problem as agents will work from home or outside the company, staff is reduced and your service level performance suffers.

If you are running an inbound call centre it often happens, especially with reduced staff or remote workers that you experience long waiting times in specific days of the week or hours.

Wait times peak and abandon rates spike can be very frequent. Your call center managers will be very concerned of having to hire and train some temporary people in order to handle load that only happens on a few days.

With WombatDialer predictive dialer you can successfully manage this situation using Queue Call-Back feature.

WombatDialer is highly scalable software, multi-server and works with your Asterisk PBX. With its campaign management tools it boosts agents productivity and improves your outbound campaigns with automatic dialing, queue recalls functions, call forwarding options, and different dialing modes including direct, reverse, preview, manual and predictive.

You can configure your Asterisk PBX so that when people are tired of waiting, they press a digit and get to a menu where they can leave their number. Then the system queues their call and attempts to call them at a convenient time but only when some of your agents are sitting idle.

This helds your waiting times and abandon rates to go down, and by placing calls at a convenient time you can smooth out the workload of your agents during the day, just by moving agents to a dedicated inbound queue.

To do this on a plain Asterisk system you will have to create a database and write a script that reads back from it. You have to handle invalid numbers and busy numbers. You need to have a GUI of some kind for the manager to start and stop dialing and you have to adapt to the number of available agents. Additionally you have to report on this activities and to avoid flooding the trunks of your PBX with too many calls. In other words, it’s the kind of activity that gets more complex the more you think about it.

That’s what WombatDialer is for.

You can use WombatDialer as a call-back engine. It can be controlled by an external HTTP API, so you can do that from the Asterisk dial-plan. It has a definite topology and call back rules, so you get the number of calls you expect on one or more Asterisk servers. It follows opening hours so calls are never placed at the wrong time; it does not interfere with calls that are not its own and retries calls automatically. It keeps track of call completions and knows what to do in case of invalid and busy numbers.
It has reports of its own and can work with QueueMetrics for powerful and detailed reports.

If you are interested in this feature do not hesitate to contact us, our engineers will guide you towards the best solution for your call center daily management with Queue call-back.

Start your WombatDialer predictive dialer free full featured trial at https://www.wombatdialer.com/

WombatDialer References:

For more technical information about WombatDialer call center solution please refer to the User Manual.

Visit https://www.wombatdialer.com/ for a full featured trial.

Attend our Free Webinars for a live demonstration of WombatDialer.

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