Dropped calls

[mclary]

Hello Everyone.

My current version of Vicidial is 2.0.4-141. The build is 71127-0408.

Per my boss, we need to eliminate ALL dropped calls immediately WITHOUT adding more CSRs.

How do other companies do this?

Can this be done in Vicidial? Do we need additional apps.

Thanks,

Mike

[Op3r]

lower your dial level?

[mclary]

I'm sorry. This is for INBOUND calls, not outbound

[Op3r]

you really need to add csrs if thats the case.

cant think if any solutions other than that.

[tblpidar]

So why not set up an IVR that prompts the customer to wait for the next available agent?

[Op3r]

Because inbound in VICIDIAL already does that.

[mclary]

Unfortunately, adding CSRs is not an option.

What do other call centers do?

Is there a way after say, 30 seconds, to send the caller to a VM box? Or if the calls in queue are too high to automatically go there?

[Op3r]

thats the dropped calls basically.

[emailbhatia]

a) Have a Virtual Hold Technology implemented which means the customers would retain their place in queue and then ACD will initiate a call back once agents are avilable.

b) Remember that customer wait times if they go beyond a certain point not just theyhangup the call but they retry which will reduce your service levels further (Dropped Calls)

c) Do a through analysis on your avg talk time; and Wait times to see anomality.

d) Have a Wall board on your call center room where All agents get an indication on calls in queue so that they can reduce talk times.

What you need is not just an application but analysis and solution.

Sachin
Drishti Philippines

[williamconley]

Unfortunately, adding CSRs is not an option.

What do other call centers do?

Is there a way after say, 30 seconds, to send the caller to a VM box? Or if the calls in queue are too high to automatically go there?

The dropped call action CAN be to another in-group instead of the dropped call scenario (or a VM box or a specific agent with failover to VM ...).

It could be an in-group with users who are intimately aware of the need for speed (and who will WATCH the waiting calls at the top of their screen). Inbound callers can and will wait for an hour in some circumstances and NOT allowing them to do so if they want to is rude.

So pushing them into another queue with unlimited wait time is required. We usually use FreePBX for this sort of caller, but in some cases we just bounce the caller between two or three Queues until an agent frees up. Alternately, we will push the call to a PBX box instead and land the call in a manager's lap (after 15 minutes for a couple shops they WANT the call to go to a manager so the manager becomes aware that we had a caller with a 15 minute wait time).