Queue
Buster
Smooth calling peaks
Improve customer experience
Rewarding 
Contact
Learn More
Losing business?
Feeling the pain because your customers won't wait to speak to an agent?
Keeping callers waiting results in:
  • Lost revenue
  • Customer defection
  • Brand damage
  • Failure to meet service levels (and even the risk of hefty fines)
High agent attrition?
Are your agents taking the brunt of callers' frustration?
Customer frustration results in:
  • Poor agent morale and satisfaction
  • Increased agent attrition
  • Unnecessary recruitment and training costs
  • Inflated operational costs
Most contact centres try to overcome queuing issues with music and in-queue messaging that attempt to keep customers happy enough not to hang-up before they reach an agent.
But is this a successful strategy?
Your own personal experiences (and extensive research findings) will answer that.
We believe that callers simply shouldn't be kept waiting as this will result in customer frustration and lost revenue - and potential damage to your brand. But the good news is that they don't have to wait.
"The operational benefits have been compelling: advisors are more engaged as they feel they are doing a better job for customers and shift planning can be managed without increasing staffing levels and incurring unnecessary expense. ContactPartners' deep understanding of customer contact and how to leverage technology to optimise the customer experience is impressive and their working style makes them a trusted and valued partner."
Chris Burke, Resource and Planning Manager, Norwich & Peterborough
A state-of-the-art queue management solution, QueueBuster, will help flatten out calling peaks and eliminate a major source of customer frustration by queuing for an available agent so the caller doesn't have to.
In the event of high call demand, QueueBuster presents your callers with the option to hang up and be called back without losing their place in the queue as QueueBuster queues on their behalf.
  • QueueBuster politely invites the caller to record their name and then hang up and wait to be called back
  • QueueBuster takes their place in the agent queue and waits for an agent to become available
  • As soon as the agent answers, QueueBuster announces the caller's name and automatically calls them back and connects them to the agent. It's that simple!
Callers are released from the frustration of hanging on listening to "your call is important..." messages. Calls are seamlessly returned within the time frame of the queue - not later when the queue has died down. And agents still receive incoming calls - not messages to call people back.
Thanks to QueueBuster:
  • Fewer callers will abandon
  • Callers will be happier when they are called back by an agent who knows their name and is ready to deal with their enquiry
  • As a result, the average handle time will drop
  • Agents will feel empowered and be much happier as callers are happy
  • Your agent attrition rate will reduce and morale will improve
  • Customer satisfaction will increase and defections will reduce
Put simply, all this combines to deliver an extremely positive effect on your bottom line
Examples of benefits realised for recent client deployments include:
  • A 12% reduction in abandoned calls
  • A reduction in 'Average Handle Time' of 29 seconds
  • 97% agents reported that QueueBuster makes their job easier
  • 98% of customers surveyed said QueueBuster delivered a positive experience
  • > 10 % occupancy gain
  • A 7% agent efficiency gain
"QueueBuster is making a significant contribution to increasing our customer satisfaction levels. It has made a real difference to our people, our performance and our customers. A classic win-win-win."
  • Reduced abandoned calls by 12%
  • Reduced customer dissatisfaction by 6%
  • Reduced 'Average Handle Time' by 29 secs (BT 151 service (fault reporting): 100,000 calls of which 5,000 calls handled by QueueBuster).
Logo
"QueueBuster is making a significant contribution to increasing our customer satisfaction levels. It has made a real difference to our people, our performance and our customers. A classic win-win-win."
  • Reduced abandoned calls by 12%
  • Reduced customer dissatisfaction by 6%
  • Reduced 'Average Handle Time' by 29 secs (BT 151 service (fault reporting): 100,000 calls of which 5,000 calls handled by QueueBuster).
Logo
"I've been bowled over by the enthusiasm of our call agents for the QueueBuster solution. I have never come across a product that has created so much positive morale in all the years I have worked in the call centre industry."
Logo
"We originally introduced QueueBuster into our Service centre to help manage daily peaks in call volumes. Feedback from both customers and our agents has been very positive and due to it's success, QueueBuster is now on all the major lines in both our Sales and Service centres. There is no doubt that QueueBuster improves customer experience as it offers the customer choice and relieves the frustration of waiting in a queue. QueueBuster also provides companies with 'piece of mind' knowing that during busy times customers are offered another option to waiting in the queue as well as having a positive impact on the number of abandoned calls. Yorkshire Building Society has been using QueueBuster for 12 months now and we wouldn't be without it! "
Logo
"98% of customers surveyed said QueueBuster delivered a positive experience." 10 % occupancy gain 7% agent efficiency gain
10 % occupancy gain
7% agent efficiency gain
Logo
"QueueBuster has made a real difference to the service we offer to brokers; from day one it has been fantastic and now we wouldn't dream of being without it"
Logo
97% agents say it is making their job easier
We always welcome the opportunity to discuss your customer contact requirements and challenges - however big, however small. Contact us via the means that suits you best - we'll do our best to make the experience rewarding.
Tel:
+44 (0)333 123 2580
Address:
ContactPartners Ltd

12 Ashurst Court

Wheatley

Oxford, OX33 1ER

United Kingdom

<