How to decrease average wait time in Queue!

[nazifjahanzeb]

Dear Rachana,

Recieved your feedback and quite glad to know about your concerns. Dear, we have applied these what you have suggested in your last reply. Can you please give me any other immediate solution, because we are a Telecom industry and you know how competitive the market is these days as far as Telecom industry is concerned. So please help me out what should be the alternative ways to decrease the average wait time in Queue. We all know that if the average wait time in queue is minimal, more the calls will be answered and more the service level will increase. Your kind suggestions/solutions will be highly appreciated.

Kind regards,
Nazif Jahanzeb.

[Rachana]

Dear Nazif,
As you have already implement other option one more suggestion is available is you can run a pilot project in which if more calls are in que you can avoid certain formal statements which are used by call taking people like " Thanks you for calling" or "You are speaking to XYZ" or "Welcome to ABC ltd." or " Is there any thinh else I can help you on" rather than having this big statements you can find short ways of convensing customer.

also you can shorter you closer if it's long and time consuming.

also you can have Force Disconnect in the same system will check the excepted hold time and it will automatic disconnect the call if hold time is longer.

We have implemented such things when high no of calls are in que and it works.

Regards,
Rachana.

[Raghu]

The best solution might be to increase the number of channels in the T1, Number of agents, and also Skilled based routing, send us specific problems, we might give you solutions.
Raghu

[ahuffman]

Another item you might want to look at in addition to cutting out excess wording is the amount of time it takes your agents to find an answer for the customer. Any time you place the customer on hold, wait for a slow loading computer item or have to spend time thinking about where to find an answer is added time the next person is waiting in queue. We have done a lot to reduce customer hold time by concentrating on the time it takes our employees to get the answer they need.

[n_meghanath]

WAIT TIME: The bottomline is you don't have enough execs to handle the load, or your AHT is way above the target AHT, or you are in a peak season (maybe an intersting marketting campaign is launched). Whatever the case is the solution would depend on the call handling capacity of your manpower and the lines. For short term remedies you may do what has been suggested but cutting down on the basic AHT time or on the script might result a steep downward movement of CSAT.

A short term remedies could be to stop calls enteering the queue if all the lines are busy so that the frustration or waiting may be avoided.