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  • 1.  Call Back in Q - Impact on ASA, Thoughts...

    Posted 09-05-2023 05:05
    No replies, thread closed.

    Hi All, looking for your feedback please - we have recently turned on the Call Back in Q function, and whilst I believe the biggest impact should be on the Customer Experience, have you seen any impact on the ASA (Average Speed of Answer), or how are you calculating the ASA now? Thanks


    #Implementation

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    John Connors
    Eircom Ltd (operating as eir)
    ------------------------------


  • 2.  RE: Call Back in Q - Impact on ASA, Thoughts...

    Posted 09-15-2023 07:44
    No replies, thread closed.

    If you are using just the built-in callback function, it remains in queue like the original phone call, so you will have similar ASA when the callback is presented to the agent. The main problem right now is that callback requires agents to press the call button, but the first phase of the new callback will dial automatically for the agent.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Call Back in Q - Impact on ASA, Thoughts...

    Posted 09-15-2023 08:53
    No replies, thread closed.

    Thanks Robert, any nailed down date yet for new automated function for the dialing of call back? Tks



    ------------------------------
    John Connors
    Eircom Ltd (operating as eir)
    ------------------------------

    Original Message


  • 4.  RE: Call Back in Q - Impact on ASA, Thoughts...

    Posted 09-15-2023 09:12
    No replies, thread closed.

    Slated for 9/27, but assume a week or two slide.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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