Devoted to the call center industry, the agents on the phones, and their managers

We’ve discussed about IVRs and hold music, being a critical factor to customer satisfaction.  But, this technology is something I would put on top of my list.  An exciting product and I say, “Bring it into inbound centers NOW!"

Waiting for a couple of minutes is close to eternity when you call in and end up with hold music.  This affects your mood and if it takes longer to get a hold of an agent, you’ll definitely start screaming at the person on the other line.  This is just bad customer service.  For agents, this is the last thing they want.

So, what does it do?
It simply gives the customer an alternative to leave their name and number instead of waiting in the queue.  QueueBuster will hold your spot until an agent is available to “take your call”.  It automatically calls you back and an agent will be there to assist you.  Isn’t this so cool?!

This reminds me of my bank’s system which deals with the same concept.  Now, I’m wondering if they’re using the same technology or perhaps it's just part of their usual manual process.

For more information, you can head on to Netcall’s website.