Q4 ME

Q4 ME provides contact centres with an effective way to handle periods of peak demand, improving the customer’s perception of their service, while avoiding the alternative of overstaffing.

Q4 ME enables you to implement virtual queuing within your contact centre. This is where during times of high wait times the caller is given the option to hang-up and be called back when an agent becomes available. Their place remains in the queue, but neither you nor the customer are charged call charges. Once they reach the top of the queue, Q4 ME calls them back and delivers the call to the now available agent.

From a customer’s perspective, this is good service; they do not waste time listening to music on hold and you call them back as promised. For the contact centre, you are able to staff for optimal performance, dramatically cut abandoned call rates and reduce call charges.

Q4 ME provides you with the ability to:

• Define at what queue length the Q4 ME option is presented.
• Collect full details from the caller so you are able to call them back when they reach the front of the queue.
• Seamlessly integrate into your telephony environment to hold positions in queues and automate call backs.
• Provide accurate statistics on “queue’ing” activity.

ID ME enables contact centres to act responsibly in terms of ensuring that each and every caller is correctly identified and verified. It also reduces the time that a live agent is required for each call by as much as 1-2 minutes depending on the verification process.

With Q4 ME, contact centres improve customer satisfaction, reduce complaint calls, reduce the number of abandoned calls and improve time to answer rates.