Goodbye waiting loop

Pro­fes­sional Arti­cle

Who likes to wait…? Right: Nobody! Espe­cially tele­phone wait­ing loops have a very bad rep­u­ta­tion. Callers, who actu­ally only want to ask a short ques­tion, think that wait­ing for min­utes, mostly with annoy­ing back­ground music, is a waste of time. While they wait to be con­nected to a ser­vice agent, they bal­ance the phone between their head and shoul­ders or put it to one side with a loud­speaker so they can do other things while they wait.

The good news: There is another way! Thanks to IP Dynam­ics’ “Vir­tual Wait­ing” ser­vice cen­ter func­tion, callers no longer have to wait with the tele­phone in their hands. Instead, they only pick up the phone again when they reach their wait­ing posi­tion and a ser­vice agent is avail­able. The process is quickly explained. As soon as a cus­tomer dials the cus­tomer ser­vice num­ber, and the pre­dicted wait­ing time in the queue exceeds a defined limit, they are offered the option of vir­tual wait­ing. First, the cus­tomer is greeted by the voice por­tal. This is fol­lowed by an announce­ment that the wait­ing ser­vice can be used due to the high call vol­ume and that an auto­matic call­back will be made after the wait­ing time has expired. The cus­tomer con­firms by voice or by press­ing a key (DTMF). If he does not want to accept the offer imme­di­ately, it can be renewed later.

The sys­tem uses the customer’s phone num­ber to iden­tify whether the cus­tomer is call­ing from a mobile or land­line phone. Land­line cus­tomers are auto­mat­i­cally called back after their Vir­tual Wait­ing time has expired and, thanks to high pri­or­i­ti­za­tion of their call, are trans­ferred directly to a free agent in the ser­vice cen­ter. If the moment of the call­back is incon­ve­nient for them, they can request to be called back at a later time by press­ing a key. In this way, the sys­tem gives cus­tomers max­i­mum flex­i­bil­ity in the vir­tual wait­ing field. Mobile phone cus­tomers are flex­i­ble any­way. After their wait­ing time has expired, they are asked by SMS to call back within a pre­de­fined time win­dow. If a mobile phone cus­tomer calls after the spec­i­fied time win­dow has expired, his pri­or­i­tized wait­ing posi­tion is can­celled and he is placed in the wait­ing field like a reg­u­lar caller.

If the cus­tomer calls a sec­ond time before receiv­ing his call­back or the SMS with call­back request, the voice por­tal informs him friendly that his wait­ing posi­tion has not yet been reached. He is then asked to hang up and wait for the noti­fi­ca­tion or call. The work of the agents in the ser­vice cen­ter is not affected by Vir­tual Wait­ing. Caller assign­ment is auto­mated. IP Dynam­ics’ Dynamic Flow Con­tact Cen­ter mod­ule plays the announce­ments and checks all con­di­tions – for exam­ple, from which net­work a cus­tomer is call­ing. The mod­ule also han­dles rout­ing and man­ages the logic of the Vir­tual Wait­ing Area. It rec­og­nizes whether a caller has been vir­tu­ally wait­ing and pri­or­i­tizes them accord­ingly. All that remains for the ser­vice agent to do is to enjoy the fact that vir­tu­ally wait­ing cus­tomers are gen­er­ally more relaxed and sat­is­fied…

IP Dynam­ics’ Vir­tual Wait­ing

  • Cus­tomer sat­is­fac­tion increases thanks to avoid­ing annoy­ing wait­ing loops
  • Cus­tomers get max­i­mum flex­i­bil­ity, since they can decide when to call back
  • Ser­vice agents do not have any addi­tional work and are happy about relaxed callers
  • The rout­ing and logic of the Vir­tual Wait­ing are con­trolled by the Dynamic Flow (DFW)