Call Queue Management - Logicall RingBack
Our Call Management application, Logicall RingBack allows you to offer callers an alternative to queuing for long periods by offering them the opportunity to request a call back. And for those callers who want to wait on hold, RingBack also enables you to offer queue position and estimated wait time choices.
A highly effective tool, RingBack provides an efficient way for contact centres to handle inbound call peaks and call fluctuations, quickly and easily without increasing staff resource. RingBack comes with full Management Information (MI) reporting functionality which is set up and managed through an integrated GUI (Graphical User Interface).
Logicall RingBack streamlines operational efficiencies, reduces staff costs and enhances caller experience.
Inform & Empower Callers with Choice
With Logicall RingBack you give your callers the sense of being in control. Some callers will always opt to wait on hold while others will want to be called back as soon as someone is available. And then there are those that want to be called back at a time convenient to them. Giving customers choice is key to great customer service, improved satisfaction and retention. And whilst RingBack enhances caller experience, it also enables contact centres to control peak times more efficiently by offering call backs at quieter, off-peak times.
To Queue or Not to Queue
To make the decision, callers need to know whether it’s worth waiting or to request a call back. With Logicall RingBack you have the choice of informing callers of their position in the queue or giving them an estimation of how long they will need to wait before speaking to an Agent.
With RingBack, contact centres have the ability to manage resource more efficiently improving Agent productivity and increasing profits for the business. Hold time and abandoned call rates are reduced, improving customer service levels and increases efficiency and economics of inbound lines and channels.
Improved Contact Centre Efficiency
Giving callers information and choice enables contact centres to retain customers that may otherwise have gone elsewhere. Through effective management and scheduling, contact centres can decrease call spikes during peak hours by offering call backs during quieter period, thereby distributing call volumes evenly throughout the day increasing Agent productivity and eliminating the need for “ramping up” staff levels.
Key Features & Functionality
RingBack has a number of features and functions, some of which are unique to the application. We've detailed some of RingBack's features and functions here. You can find full details in our Logicall RingBack brochure.
Scheduling — Call Back Timeslots
RingBack’s scheduling enables you to offer callers the option of being called back as soon as an Agent is free, or when it's convenient to them, and you. You can limit the number of call back requests taken between certain times to ensure workload is balanced evenly and effectively. You can make changes to the schedule and call back timeslots without any system downtime, making it easy to handle unexpected spikes.
With the additional AutoDial Back facility selected RingBack automatically dials the caller back when the request reaches its turn in the queue or at the designated time requested by the caller, keeping the Agent as productive as possible, for as long as possible.
AutoDial Back eliminates Agent error by removing the need for them to manually dial the number.
AutoDial Back can be enabled or disabled at any time, giving you the option to allow Agents to manually dial numbers if preferred.
Easy Administration & Management
Logicall RingBack comes with a user friendly GUI (Graphical User Interface) allowing changes to be made in-house easily and without any system downtime. Using the GUI, it’s simple to schedule call back requests to be offered to callers only between timeslots that can be handled without the need to increase staff resource, for instance during quiet periods.
RingBack can be fully integrated with leading telephony systems, allowing businesses to seamlessly move callers from self-service interaction to assisted, live agents as needed, without loss of context.
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We have been using the services of Maximum for over 4 years now in Australia. The VSS application started with just Bookings and has now been extended to include Redelivery, Tracking, RingBack and just lately FeedBack (post call survey). The business benefits we are seeing are material and the commercials are in the right place. I have to say that the relationship with Maximum is one of only a few that I can say is truly a partnership, I would struggle to be more positive about them. When an issue does happen I am constantly amazed at just how quickly the Maximum team can get to the root cause and provide a fix. It really is just different to other suppliers. They know their stuff and get us.
Leading Global Express Delivery Company
I’ve been meaning to send a follow up note just to say that you guys ARE AWESOME! We’ve been using your application for years starting with Intelligent Callback. It’s easy to administer and it works. Unlike some applications which we are constantly having issues with. It was a pleasure working so closely with all of you and I hope we will continue to work together for years to come.
Leading International Hotel & Lodging Company
We identified the processes that were best suited to self-service and more than 80% of those callers complete the process within the IVR applications now. With IVR, we’re effectively always open and now provide a 24x7 service. After 18 months, our scores are 15% ahead of which we are immensely proud of.
Mailroom, Document & Logistics Solutions Provider