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. Q4 ME sets an expectation to the caller and manages the queue, but neither you nor the customer is paying for a call whilst waiting. Once an agent becomes available, or the quoted call back time is approaching, Q4 ME calls them back and delivers the call to an 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 on a convenient number
• Seamlessly integrate into your telephony environment to manage queues and automate call backs.
• Provide accurate statistics on queue activity.

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