The Ultimate in Network Based Call Queue Control

You know the problem. Your operators are working at maximum efficiency, yet inbound peaks often exceed your ability to answer all calls...

With simple economics dictating that lost calls mean lost revenue, you need an intelligent queue manager; an effective system that will answer calls, provide tailored ‘waiting’ messages and inform customers of their rising position in the call queue. That system is Opal Queue Manager.

THE ULTIMATE IN CALL QUEUE CONTROL

Ideal for any call centre or telemarketing environment that experiences inbound ‘peaks’, Opal Queue Manager automatically answers inbound calls, holds them in the network and regularly informs the caller of their position in the call queue.

An inbuilt call counting facility allows you to control the number of calls directed to the terminating number, when maximum queue size is reached. And services are configured using a web-based interface with a special administration line allowing you to record your own prompts.

Opal Queue Manager also includes a “queue jump” feature permitting you to offer a priority service for special customers. And whilst the system is designed for stand-alone operation, it can also be incorporated into any bespoke IVR solution.

SERVICE CONFIGURATION

Opal Queue Manager offers the following options:

• Number of calls in queue
• Time in seconds to ring the out-dial number
• Number of call attempts to make when on-hold
• Time interval between playing hold messages

QUEUE CONFIGURATION

Opal Call Manager also provides total control over the set up of the queue, with the following options available:

• Maximum queue limit
• Maximum time a call can remain in the queue
• Maximum number of simultaneous calls that can out-dial to the terminating destination

SERVICE ANNOUNCEMENTS

A special, security protected administration line allows you to configure all customer prompts and messages, with all changes occurring within 2 minutes.

Prompt options are as follows:

• On-hold message or standard on-hold music
• Welcome message to be played before the call is queued
• Busy message to be played if the queue is full
• Optional current “position in queue” message
• 5 other message options while caller is queued

Both dial-up and on-line access to the Opal Call Care reporting system allows you to see exactly how many calls your service is receiving hour-by-hour and permits you to change your service configuration and call delivery at will. Live call queuing statistics show the number of queued and connected calls.

NUMBER RANGES

Opal Queue Manager can be used with most services running on most non-geographic number ranges (0800; 0845; 0870 etc) with the exception of Premium Rate and Personal Numbering (07000) ranges. Multiple numbers from different number ranges can also be connected to this service.

Opal Queue Manager offers:

• Fast service set-up
• Recordable customer service prompts
• Customisable on-hold music/queuing messages
• Can be used with multiple non-geographic numbers
• True queuing service (last waits longest)
• Queue Jump facility for special customers
• Optional “position in queue” messaging
• Live Call Queuing Statistics
• Inbound service statistics via Opal Call Care
• No capital outlay
• Network based call queuing service – no CPE
• Customer configurable queue controls for maximum queue length, waiting time and connected call limits

LIVE CALL QUEUING STATISTICS

MORE VISIBILITY WITH FEWER CUSTOMER HANG-UP’S

Part of Call Care, Opal suite of management tools, this web-based interface is password-protected and provides you with a live, real-time view of how many calls are queuing and the number of calls connected to your business.

Until now, this invaluable function was available only to large companies able to afford expensive in-house call-handling equipment.

Now you can:

• Monitor incoming call statistics in real-time.
• See on-screen information about callers waiting in the queue.
• Provide a better service by diverting calls to other sites.
• Reduce the time customers are kept on hold.
• Ensure revenue is not lost through callers hanging up in frustration.

VIEWED SIMULTANEOUSLY BY MULTIPLE USERS

The system enables managers and supervisors, using different PCs at separate locations, to view the queuing statistics simultaneously.

It allows you to grant different access levels to specific campaigns depending on positions and authority within your organisation.

HIGH PERFORMANCE AND HIGHLY COST EFFECTIVE

And because Live Call Queuing Statistics is provided at network level, there are no maintenance or upgrade costs and no CPE investment required.

TAKE FLEXIBILITY TO THE NEXT LEVEL

The ability to monitor statistics in real-time gives you a new, improved level of flexibility.

Now you can manage your staffing at the most appropriate levels to ensure revenue is not lost due to customers being kept on hold for too long.

At the same time, monitoring for fluctuations in call traffic allows you to divert calls to other sites, members of staff and even home workers.
You can also use it as a staff motivator by displaying the number of prospective customers waiting to speak to an agent. Live Call Queuing Statistics can even be used to monitor the effectiveness of staff if queuing calls are not getting through to ‘available’ agents.

Displayed data
Information displayed graphically shows number of calls queuing and number of calls connected. Graphs are automatically scaled, depending on the value of maximum queue and maximum call settings.

BENEFITS

• Multiple or individual campaigns or sites can be viewed on the same screen at the same time.
• Queuing statistics are available continuously
• Screens are automatically updated every 15 seconds with no time outs, and no need to manually refresh the screen.
• Real-time visibility of number of calls queued, calls connected and current maximum values set for the service.
• Services use web-browser technology – no need to install software on customer’s PC.

FEATURES

• Queuing statistics are graphically displayed and automatically scaled to appropriate values.
• Password-protected.
• Data can be viewed from any location.
• Improves call handling performance