BT today announced the launch of BT QueueBuster, a new queue management system for contact centre environments. The tool, designed for call centres of 100 agents or more, gives customers the option to receive a return call, rather than waiting on the line.
The system works as follows: A customer dials the contact centre and is informed that there is currently a queue. They are then given the option, by the auto-attendant, of an automated call back, instead of having to wait on the line. BT QueueBuster then holds the customer’s place in the queue and once the call reaches the top of the queue, it generates an outbound call back to the caller who is then immediately connected to an operator.
The announcement follows the recent report by market analyst Mintel, which found that nine out of ten people’s experiences of call centres had left them feeling angry and frustrated, with the most common complaint being left on hold for long periods.