Intimate Call Manger - Queue Board for Inbound Call Centre Solution  

Some businesses may not know how to manage their calls in call centre and don't know what can be done to improve the management in call centers,

as calls are always missed, but no one knows how many inbound calls are missed, leading to customers dissatisfaction. The whole working atmosphere

is not healthy. To completely change this situation and improve your call center business to another level, Queue Board would be your

best partner.

Queue Board is a board that uses in a call center (Call Centre Management) to enhance call performances, it is also user-friendly. Showing per queue groups' 

real-time information, including calls in queue, answered calls, abandoned calls, average hold time, average talk time, agents on call, 

agent availability, lost call sum, call waiting and the time each agents talked per call, for the call center agents and managers, so they

could analyze the time they should use per call. 

When there are too many calls in queues, hold calls and abandoned calls, managers could use these real-time information to increase 

productivity of all agents, and improve the phone call answering situation, procedure and enhance customer interactions. To avoid the

risk of losing business and customers to your competitors, and maintain business positive reputation and image.

 

Queue Board Benefits for Call Center

 

 

Increase Productivity

 

With the queue board real-time statistical data, managers and all agents will have a clear understanding of the current calls situation

and each agents' performances, which will increase their productivity. As all the details of the calls they received is recorded and shown

to managers, managers could easily monitor and manage performances and see which agent has the higher or lower performances.    

 

 

Improves Customer Service

 

To display all the call performances and real-time statistical data in the queue board, this will further increases motivation for all agents,

leading to greater productivity. Customer would therefore no longer have to queue for a long period, leading to better customer services,

and creating more satisfied customers.

 

 

Improves Staff Efficiency

 

Queue board allows agents to see when are answered calls too long and should go to the next call in call centre. This is especially useful during peak

hours, so agents could use the shortest time to serve customer with the best service. Managers could base on the statistical data to see

if the current agents matches the peak call volumes. 

 

 

Real-time Information for Managers and Supervisors to Monitor and Address Call Traffic Quickly

 

Managers and supervisors with the queue board real-time information allows them to monitor the whole team easily, and try to make

the intense environment less intense during peak hours. With these statistical numbers, managers can make rapid decisions on how to

address the call traffic problem easily and accurately.

 

 

Reduces Abandoned Calls

 

Before companies without queue boards, they may not know how many abandoned calls they have, but when they have queue board

displaying whether the time the customers is on hold or in queue has exceeded a set level, managers could think of ways to avoid

abandoned calls, like keep customers informed by IVR or offer them a call-back solution, this could retain the unhappy customers. 

 

 

Reduces Cost

 

As call center could be managed more easily with the queue boards' real-time statistical data, therefore less managers are needed

leading to cost reduction. Also managers would have more time to focus on managerial decisions for company's future, reducing the

cost in time.  

 

 

Increase Sales

 

With the real-time information to see how long the customers have waited and how many abandoned calls there is. Managers could

use this information to better improve the phone answering situation during peak hours, so wait time and abandoned calls will decrease,

more happy customers created, which leads to more sales and revenue.

 

 

 

Status	When
On Call	You are ready to pick up calls if someone is in the queue.
On Break	You are not sitting in front of your phone (maybe go out for lunch or toilet).
Offline	You will not be picking up any calls (leaving your office).

 

 

Functions 

 

 

Queue Group Status

 

The queue board will show per queue groups' real-time information, so agents and managers will have clear understandings of the current

call situation in call centre, for better management. 

 

 

Agents Status 

 

Agents could easily change their status to online or break. If agents turned their status to break, calls would not be transferred to their

extensions until status turned back to online. This ensures all agents is prepared and ready when they pick up customers' calls, guarantee

excellent customer service.

 

 

Calls In Queue

 

Calls in queue shows call center agents how many customers are in the queue. When all agents are busy on phone, no one can pick up the 

rest of the calls, so these calls will be routed to the queue list, waiting for agents to pick up when they finished their current call. 

 

Agents can also answer calls by prioritized value. Real-time statistics allow agents to make intelligent decisions when answering calls from

the queue, enabling a quick response to your most valued customers.

 

 

Answered Calls

 

Answered calls tells call center agents that how many customers have been answered. When the calls are answered by the agents, the queue

board will increase the number of answered calls automatically, providing real-time information. Managers could use this data to forecast

the sales rate, agents' productivity and performance, as managers could see how many calls per agents answered. 

 

 

Abandoned Calls

 

Abandoned calls shows how many customers have hung up. Usually when customers are in queue and waited for too long, they will

choose to hang up, and a dissatisfied customer is created. Managers and call center agents should try their best to minimize the number

of abandoned calls. 

 

 

Average Hold Time

 

Average hold time is the average time taken for an agent to answer a call or the time a customer waits in the queue before being answered.

Call agents and managers could base on this real-time information to reduce the handling time per call, to minimize the waiting time of

customers. 

 

 

Average Talk Time

 

Average talk time is the average amount of time the agent spends communication with the customer. Agents should base on what the

customer need, and decide the talk length, whether the call should end quickly or not. Managers could also supervise agents when they

are talking on the phone for too long.

 

 

Agents On Call

 

Agents on call shows how many agents are currently on phone with customers. If the call center has 80 agents, and 75 agents is on call,

meaning that there are 5 agents left, so there should be no customers on hold. How long has each agents been on call for, and have they

taken any call today is also showed in the queue board. Managers could easily use this information to control the whole call center's

working atmosphere.

 

 

Agents Available 

 

Agent available shows how many agents are currently available to answer customers' calls, which means these agents are not on phone at

that moment. 

 

The real-time information of agents on call and agent available is often use together. Using the previous example in agents on call, that 5

out of 80 agent is available, when agents know this information, they could handle the calls more relax, but if all agents are on phone, and

there are many calls on hold, agents may need to try to speed up their conversation and end the call. 

 

Agents available also shows details of the last call take and how many calls each agents had today. Managers could use this information to

do resource allocation. If too many agents are available, agents may be oversupplied. 

 

 

Lost Call Sum

 

Lost call sum shows the percentage of how many calls a queue group has lost. It is a reminder for all agents to speed up their phone

conversation with current clients when the lost call sum percentage is growing higher and higher. To avoid having more and more

dissatisfied customers. If the lost call sum percentage exceeds 50%, managers must have a good review on agents' productivity and

consider training and hiring.

 

 

Call Waiting

 

Queue Board shows real-time call waiting information, which allows agents and managers to see how long the customer has waited

for agents to pick up their call. Customers call in priorities could also be seen. If the customer is in position 1, he or she is the first

one in the list of calls waiting, which means he or she has waited the longest. 

 

Managers should set a limit of waiting time, if the customer is close to the limit, agents should try to answer the customers as quickly

as they can, to avoid the queues being too long, and too many unhappy customers caused. Allowing managers to manage the whole call

center via the call center management software flexibly.