You’ve carefully crafted the perfect workforce management plan that balances forecasted call volume with agent resources, taking into account multi-skilled agents, training classes, departmental meetings, and all the other demands on agents’ time. It’s a work of art!

But then the unthinkable occurs: a flu bug wipes out half the agent pool and an unscheduled service outage creates a flood of calls from your customers. You briefly consider pulling strangers off the streets to answer the phones that are ringing furiously, but in your heart you know it’s no use. As your service levels plummet, you’ve got no choice but to grin and bear it – right?

Wrong.

Workforce planning is a great tool for dealing with predictable situations. But the very nature of a call center is that it’s subject to unpredictable forces, such as unexpected peaks in call volume or unanticipated staff shortages. In those situations, you need a safety net – virtual queuing.

Virtual queuing allows you to control call demand during your most vulnerable times. In its simplest form, virtual queuing offers callers the choice of hanging up the phone and receiving a return call. The best virtual queuing systems make intelligent decisions based on current conditions, then educate callers about their expected wait and provide a variety of options: a return call in the same amount of time as if they waited on hold (first in, first out) or a scheduled return call at a time that’s more convenient for the caller.

Intelligent virtual queuing constantly monitors queue conditions and, when expected wait time (EWT) exceeds a pre-determined threshold, intercepts calls to offer the choice of a return call. Because the system uses EWT as the turn-on trigger, calls can be intercepted before they enter the queue – and before the ASA clock starts ticking. Callers who choose a return call have a “placeholder” inserted in the queue and their queue time (speed of answer) does not begin until they accept their return call; since these return calls are placed at the rate in which agents become available, the caller will spend a very short time in queue. Those callers who choose to hold will enter the queue in the normal manner, and every second of their wait is counted toward the average speed of answer (ASA).

By educating and empowering callers with options for dealing with their wait, virtual queuing increases customer satisfaction and creates a more positive experience for both your customer and your contact center. An added benefit for your contact center is the improvement in service metrics, such as:

• ASA: Customers who choose a return call spend only a fraction of the time in queue that those who chose to hold do.
• Abandonment: Callers who would normally have abandoned while waiting can choose a return call instead. This has the added benefit of eliminating repeat attempts and reducing overall calls offered.
• Service level: Let’s assume a typical service level target of 80% of calls answered in 20 seconds, and a virtual queuing system that treats calls with an EWT of 2 minutes or more. The calls treated by the virtual queuing system are those that would not normally score at the service level; however, those callers who choose a return call will have a speed of answer within your target, so they count towards that 80% goal.
• Talk time: During high-demand times, customers often vent their frustration about their long wait when speaking to an agent. The agent then spends extra time placating the customer, and may even have to escalate the call to a supervisor. This leads to inefficient call handling and even longer wait times! By eliminating the time customers spend chained to their phones on hold, virtual queuing creates a better experience, eliminating “vent” time and allowing agents to get down to business.

Of course, we can’t ignore the significant financial benefits for your contact center:

• Toll savings: By reducing the time customers spend in queue, contact centers can reduce their toll expenses. Those centers whose toll rates are lower for outbound calls than inbound calls will also see savings for each minute of talk time on return calls!
• Labor savings: Virtual queuing allows you to achieve your service level goals with fewer agents staffed. And by improving call handling efficiency through reduced talk time, you can handle more calls with your existing staff. The best virtual queuing systems don’t require any agent intervention, so there’s no loss in agent efficiency.

Virtual queuing is the perfect complement to workforce planning because it provides a safety net for those conditions that can’t be forecasted. It’s also a great solution for centers without the necessary agent resources to handle call demand, which would otherwise be forced to outsource.

Should you even worry about long wait times during peak call traffic? Won’t customers understand that you just couldn’t foresee these conditions? Don’t count on it. According to a study by market analyst Mintel, 90% of call center users are angry and frustrated with the system, and particular annoyances include long wait time. How much does this customer dissatisfaction affect your business? Purdue University research reveals that 63% of consumers stop using a company’s products based upon a negative call center experience – 100% for consumers between ages 18 and 25.

Workforce planning is an integral part of matching resources to demand and ensuring that your contact center gives a positive impression of your company, but sometimes it’s not enough. Rather than gambling with your company’s customers, take the safe bet and implement a virtual queuing system to increase customer satisfaction and improve your contact center’s operations.

Amy is a member of SWPP. She may be reached at aroberson@virtualhold.com.