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QueueBuster Cracks Down on Customer Dissatisfaction with Government Call Centre Queues
Netcall, provider of callback, auto-messaging and contact solutions, is helping local government call centres to reduce abandon rates by up to 50 per cent without increasing staff numbers, via its hosted QueueBuster On-Demand service. Users of this service, which include the London Borough of Lewisham and the London Borough of Islington, are reporting dramatic improvements in customer service levels and a reduction of call centre queues of up to 90 per cent.
The Netcall announcement follows hot on the heels of a report by the National Audit Office which revealed that 21 million callers seeking advice on unemployment and disability benefits failed to get through to Government call centres in 2005.
Netcall’s QueueBuster helps to optimise staff efficiency and reduce call centre queues by offering callers the option to leave their details, maintain their place in the queue and receive a callback as soon as an agent is available, usually within minutes. QueueBuster customers include organisations such as BT plc, Britannia Building Society, BUPA International, CIGNA Healthcare, Cooperative Financial Services, Kwik-Fit Financial Services, nPower, Skipton Building Society, Thames Water, and United Utilities.
Netcall’s latest version of its hosted QueueBuster On-Demand service offers a low-cost, low-risk start-up option for call centres in the public and private sectors.
Netcall’s UK channel partner, BT, deployed the hosted QueueBuster service for Lewisham Council in September 2005. The council reports that the solution has reduced call queues by up to 90 per cent, improved call centre staff efficiency by 10 per cent and cut abandoned call rates by half.
Netcall’s Technical Principal, Richard Farrell, says public sector organisations can improve their service and answer more calls without recruiting new staff or heavy investment in technology:
“Public sector call centres are experiencing increased pressure as the volume of calls continues to grow. Call centre queues can create a vicious circle of caller dissatisfaction, poor staff morale and even longer queues as callers are forced to hang up and call back repeatedly until they get through. However, there is just no need for callers to wait on hold or abandon calls any more.
“QueueBuster gives customers an alternative to queuing by taking their details, queuing on their behalf, and then calling them back automatically when the next agent is available, at no cost to the customer. The result is callers who feel valued, greater job satisfaction for agents and reduced queues in the call centre. A reduction in repeat calls also enables a better understanding of true call volumes, so call centres can forecast staffing levels more accurately.”
