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.

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WombatDialer Release Version 20.02

Loway is proud to announce the release of WombatDialer 20.02; it was designed to make the life of administrators easier, with many small fixes that improve the overall experience of running the dialer for both small and very large systems.

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How do you enable the recordings for the Reverse Dialing mode for WombatDialer?

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The new Dialer Status page provides the user with more detailed information about the dialer status, also showing synthetic information about Campaigns, Trunks, Endpoints, Agents and Waiting Calls.

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Following this guide you will be able to set up an effective answering-machine detection (AMD) system, using WombatDialer predictive dialer for Asterisk PBX.

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This feature allows you to create a new campaign, using an existing campaign as a template.
The page prompts you to choose an existing campaign and loads its data. You can then modify some essential data, see the call lists connected to it, remove them , add some existing lists to it or, eventually, create new lists uploading them from a CSV file.
Finally, the page allows you to simply create the new campaign or, if you choose to, to create it and run it directly.

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Loway is proud to announce the release of WombatDialer 18.08; a focus on visibility, future-proofing and integration makes it the intelligent dialer of choice for your modern Asterisk call-centre. What are the main improvements for this release?

• Improved visibility into the dialer
• Support for different kinds of servers
• Dialing and Rate limiting
• QueueMetric integration
• Database maintenance
• Infrastructure

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Queue call-back tutorial

You are called in to a client site; they seem to have a problem. They run a small (10 agents) inbound call centre, and when you join everybody else in the meeting room, there is a large and colorful graph in the middle of the table.
The graph shows the call wait times during the week and boy, it’s not a good sight.
Their main inbound activity is to offer client support for a company selling sport bikes, and everybody seems to be calling on Monday morning.

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