QueueBuster helps reduce call centre queues by offering callers the option of accepting an automated call-back, instead of waiting on hold. The system waits for an available agent and only then calls the customer back, saving the caller’s time and improving customer satisfaction. The call-back option can be tailored to meet particular customer service objectives. QueueBuster offers further customer service benefits including improved agent interchange with callers who are less stressed when they haven't been waiting 'on hold', and improved sales and customer retention because the system reduces the amount of abandoned calls.
Alex Connors, Cable & Wireless' business manager for CCS and telebusiness, added: "Our main priority is to provide our big business customers with a service experience second to none - and QueueBuster has helped us to do that. Now, by taking the technology a step further and integrating it into our platform, we can provide a broader and more attractive offering to our customers."
Cable & Wireless has already been supplied with QueueBuster as a product and hosted solution, through Netcall's own infrastructure - an offering which has proven a success with companies such as STA Travel. The integration of QueueBuster into Cable & Wireless' existing infrastructure will allow multiple users to access QueueBuster simultaneously, as well as facilitating a simpler and more cost effective deployment process for Cable & Wireless customers.
"A key part of our strategy has been to widen our market reach through partnerships with leading industry players," commented Henrik Bang, CEO, Netcall. "We are therefore delighted to have signed this new agreement with Cable & Wireless, expanding our partnership further, which to date has proven extremely beneficial."