Using Q-Flow, you can expect to see the following parameters significantly improved:
- Agents Service Time and Workload – reduced by 5% or more
- Agents Idle time – reduced by 5% or more
- Agents Versatility and multi-tasking – increased
We can easily demonstrate how such improvement can be achieved:
- Q-Flow management tools provide total control over agents performance, at all times. Using online reports and alerts, managers can supervise the service process, identify delays and help agents speed up customer flow.
- Q-Flow routing tools gathers initial information from customers – such as who they are and what type of service they require. The system presents this information to agents, alongside additional details such as customer history and particular service or marketing instructions. Agents thus need to spend less time interrogating customers and looking up data on their computer.
- Q-Flow call-forward channels include audio and visual announcements for waiting customers. Customers approach agents faster, and save agents time.
- Q-Flow Calendar reduces randomness in the service process by pre-determining customer arrivals and service durations. Higher predictability means better resource allocation and greater efficiency.
- Q-Flow load-balancing tool can automatically distribute customers between agents, based on queue length, agent skills and availability. This eliminates the common situation, where one department is overloaded with long-waiting customers while agents in a nearby department are idle, waiting for customers.
- Q-Flow staffing optimization module can calculate, based on historical data or manual entries, the optimal level of staffing required for each branch and service, at particular days and hours. This ensures you deploy the minimal number of agents required to maintain your service level goals.
The bottom line: Q-Flow helps you streamline the service process, improve agents efficiency and reduce branch operation costs. Many organizations reported a reduction of 10% or more in staffing levels after using Q-Flow for less than a year.
