The next generation in call center management BestTime to make
a call - BestTime to receive a call Smooths out incoming traffic
Enhances the customer experience Includes a Customer Digital
Strategy
Slide 2
In this technical age, customers should not have to ring your
company to find out that you are currently unable to handle their
call in a reasonable amount of time. BestTime allows your customers
to contribute to the efficient management of your call center. At
the same time they can be more productive in other activities.
BestTime actively encourages communication with your organization
using more economical methods. and so providing a digital strategy
for any on-line offerings you may have.
Slide 3
1. Caller goes to your nominated web page - They can see the
current waiting time before calling - Should they choose to ring
now they will be less frustrated with the wait as they are already
informed 2. They can choose to receive a reminder when the waiting
time is shorter 3. As an option they can be encouraged to use
whatever on-line services you have available
Slide 4
Should your call center experience a very high number of
incoming calls due to an unexpected event, your BestTime supervisor
can quickly type a relevant message into the DMN feature to
communicate to customers before they call. It will immediately
appear on your web page:- Assists BPOs achieve KPIs as there are
less callers for known events DMN can be used to encourage caller
initiated cross-selling for special offers
Slide 5
1.BestTime software installed to receive real time call waiting
information from the switch 2.Real time data sent to call center
owners website 3.Potential caller sets a BestTime reminder to be
notified when waiting time becomes shorter (call center defined)
4.Potential caller is sent reminder that now is the BestTime to
ring the call center as waiting time is shorter 5.Caller places the
call at the BestTime for both the caller & the call center
operator BestTime does not require any extensive IT integration
with your queue just enough to activate a traditional LED wall
board
Slide 6
Erratic traffic means inefficient management Your callers now
contribute to smooth management of your call center
Slide 7
Reminders come back to customers PC Or via SMS Customer decides
when its the BestTime for them to call you Saves your center time
Saves you call costs NOTICE The call answering time is now below 2
minutes. BestTime to call: 1800 662 774 NOTICE The call answering
time is now below 2 minutes. BestTime to call: 1800 662 774
BestTime road map has a full interactive smart phone app version
currently being developed (as at February 2015)
Slide 8
Abandoned call details are sent to the supervisor in real time
via their ACM Reporter Supervisor can click to dial back, or click
to send details to the best skills-based agent for them to click to
call back Agents know how long the caller has waited and handles
accordingly Historical abandonment reporting also available
Abandoned new calls Sent to an agent and awaiting call back Call
back completed Note: Abandoned VIP callers (CRM look-up) get an
immediate SMS
Slide 9
The caller benefits If they choose to call immediately they
know the current waiting time and are less frustrated If they
activate BestTime they make better use of their time yet still get
reminded to ring at the BestTime for them - knowing they will be
answered quickly The call center benefits Many callers will adjust
the time they call therefore peaks will be lower and troughs higher
BestTime ensures smoother traffic, better use of staff time, easier
to manage breaks and be far more efficient overall BestTime to make
call - BestTime to receive a call
Slide 10
Potential callers not at your web site can still access waiting
room benefits via your IVR prompts from incoming cell phone or
landline calls. They do not see the Dynamic Message Notifications
but can be advised of its content via text to speech. Supervisors
are notified by email and/or SMS when their waiting room KPIs are
exceeded (e.g. total calls in the waiting room, duration of wait).
After a user-specified time, customers in the waiting room receive
a message verifying their notification request while also being
offered further opportunities to use additional on-line
services.
Slide 11
www Now is the BestTime to contact AdvaTel www.advatel.com.au
[email protected] 133 Moray Street South Melbourne Vic 3205
AUSTRALIA Phone: +613 8695 8695 Fax: +613 9696 3626