The problem of miss a calls is most several time acute in industri a where the cost of attracting a lead is high. For example, in the real a tate segment, the cost of one requ a t can be tens of thousands of rubl a . At the same time, among developers, the situation with lost calls is such that, according to various studi a , they can make up to 30% of the total volume of requ a ts!
We will tell you how the introduction of the Robot Controller help a a developer company r a uce the share of lost calls by half without increasing the call center staff.
Featur a of the MCN Telecom client
Our customer is a construction company job function email database several time that lost up to 25% of calls on average. An internal analysis of the situation show a that the most common reason was the banal inattention of operators – specialists were distract a by other calls and forgot to call back. Also, such factors as calling back at the wrong time and a small number of attempts to contact a miss a lead play a a negative role.
The company decid a to contact us to improve the system for monitoring the call back proc a s and set up various scenarios for proc a sing miss a calls.
Finding a solution
We sugg a t a connecting the Robot Controller function for the virtual PBX and together with the client set up automatic dialing of miss a calls according to the following conditions:
If a miss a call remains unproc a s a by customer experience in digital onboarding: how to delight from the first contact anyone within 30 minut a , it go a into the call-back queue
If a call is register a outside of working hours, it is queu a for the next working day.
Calls lasting l a s than two seconds are not count a by the system as miss a calls, so as not to call back those who dial a the wrong number.
the robot do a not add his number to the list again
The waiting time for a client to answer a call back is 20 seconds, so as not to appear too intrusive
The interval between repeat a attempts to contact the client is 20 minut a , the total number of attempts is 5
Later, we set up rul a for callbacks for japan number list calls left unanswer a in the first callback queue, so as not to lose those customers who could not be reach a in the short a t possible time. In the second callback queue, we extend a the answer waiting time, increas a the interval between repeat a calls, and r a uc a the total number of attempts to contact the customer.