Businesses, not technology vendors, are setting the rules on what technology projects matter

Increasing number of companies respecting their customers' time with respectful alternatives to waiting on hold

As the biggest gathering of vendors, consultants and contact centre professionals in the UK ended for another year it was reassuring to see a noticeable theme in the majority of conversations that he Qology representatives engaged in during the 2-day’s of Call Centre Expo at Birmingham’s NEC.

The mood was undoubtedly driven by recent economic situations and the increasing hint from all sides appeared to be that we are on the upturn with confidence and spending levels of both consumers and businesses alike increasing.

Making the most of each customer contact and creating positive customer experiences has always been professed by technology companies with the latest and greatest skills based routing / customer segmentation / access channel / front door / etc… but it was reassuring to see contact centre professionals and C-level management setting the rules on what is important during this upturn rather than vendors with version X of product Y or consultants and “though leaders” with the latest buzz words and catchphrases.

A common theme seems to be that investment is available for sensible projects that make a real difference with simple “migration” projects that make little or no difference to customer satisfaction, operational efficiencies or revenues playing second fiddle to the deployment of real applications that make a difference to callers and provide real benefits to the contact centre and wider business.

With queuing remaining the number one complained about aspect of calling a contact centre it was maybe easier for us than others to encourage visitors passing the Qology stand to take a few moments to discuss how we could help improve that area of the caller experience with benefits for callers, budget holders and sales target holders alike. Not to mention making the lives of advisors and supervisors easier with minimal changes to the way they do things.

It was also great to get feedback from contact centres in all industries from finance, travel, local government and not-for-profit alike on how they use queuing to their advantage to provide differentiated caller experiences and keep contact centres operationally efficient [see our Principal Consultant, Stuart Lambert’s, upcoming article Queuing is good]. We’re excited by the number of high profile organisations in the UK – starting in the utility sector – who are going to be changing the way their callers queue for an advisor and how quickly over the coming months callers will stop hearing “please remain on the line” and start hearing “rather than wait on hold”.

We’re excited by the millions of minutes a year in wasted queue times that this is going to be reduced and the reduction in costs associated with contact centres maintaining the infrastructure to support those queue minutes as well as dealing with the complaints that stem from long hold times.

Qology is dedicated to changing customer experiences and the general perception of the way contact centres treat their callers by respecting the value of their time. We’re looking forward to the day the dreaded message “your call is important to us” has been replaced by all contact centres with respectful alternatives that acknowledge that they know that “you’d rather be doing something else with your time”.

If you stopped by the Qology stand we look forward to following up with you in the coming days. If not, why now try a quick demo of our flagship product, Concierge®, by calling 0800 878 6006.

Stuart Lambert
Principal Consultant
Qology Limited
01323 700000

About Qology

Qology focuses solely on developing queue management and callback strategies for organisations throughout the United Kingdom and Ireland that enhance customer satisfaction, increase revenues and reduce operational costs. Qology’s solutions can be deployed on premise or will soon be available on a fully hosted “software as a service” (SaaS) basis for rapid deployment and reduced total cost of ownership. Qology’s experience centres around contacts in the government, finance and utility sectors.

For more information, visit www.qology.com or call 0800 878 6000.

Free Interactive Demonstration: 0800 878 6006

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Media Contact

Matthew Bellingham
Marketing Director
Qology Limited
01323 700222
pr@qology.com