We will tell you how the introduction of the Robot Controller helped a spain phone number library developer company reduce the share of lost calls by half without increasing the call center staff.
Features of the MCN Telecom client
Our customer is a construction company that lost up to 25% of calls on average. An internal analysis of the situation showed that the most common reason was the banal inattention of operators - specialists were distracted by other calls and forgot to call back. Also, such factors as calling back at the wrong time and a small number of attempts to contact a missed lead played a negative role.
The company decided to contact us to improve the system for monitoring the call back process and set up various scenarios for processing missed calls.
Finding a solution
We offered to connect the Robot Controller function for the virtual PBX and together with the client set up automatic dialing of missed calls according to the following conditions:
If a missed call remains unprocessed by anyone within 30 minutes, it goes into the call-back queue
If a call is registered outside of working hours, it is queued for the next working day.
Calls lasting less than two seconds are not counted by the system as missed calls, so as not to call back those who dialed the wrong number.
If a client calls without answering several times, the robot does not add his number to the list again
The waiting time for a client to answer a call back is 20 seconds, so as not to appear too intrusive
The interval between repeated attempts to contact the client is 20 minutes, the total number of attempts is 5
Later, we set up rules for callbacks for calls left unanswered in the first callback queue, so as not to lose those customers who could not be reached in the shortest possible time. In the second callback queue, we extended the answer waiting time, increased the interval between repeated calls, and reduced the total number of attempts to contact the customer.
