Routing the calls on queue

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John Bruce

Routing the calls on queue

Postby John Bruce » Wed Nov 10, 2004 1:33 pm

Is it possible to restrict the number of calls (say for example 1000 calls) on the queue?. Other calls should be routed to the answering machine. If the customer leaves his/her contact number, the agent can call back to the customer and provide better service. This may avoid the customers from being waiting on the queue for a long time and also he/she will be provided better service by an outbound call.
Consider the following situation: A customer is waiting for 30 minutes to get connected to any agent. Actually he/she is supposed to get connected next but he/she doesn’t know that (Because the caller on the queue will not be knowing the number of callers on the queue before him. Even though there are no calls waiting before his call, he might be thinking that there are so many calls waiting before his call.). He/She decided to disconnect the line. If the same customer experienced the same situation once again he is no longer going to call me. Under these situations both the call center and the customer will not be satisfied. From the customer’s point of view ….. it is waste of time and unsatisfied with the service. From the Center’s point of view …. they lost a customer.
Any information or suggestions regarding this would be greatly appreciated.




Postby Guest » Fri Nov 04, 2005 3:31 pm


And why the hell would one want to do something like that...please tell me....

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